A question for those who work with the general public...?

Question

How do you keep yourself from telling off rude people and losing your job? It's so hard for me to deal with disrespectful customers, I'm scared that I might get fired soon. And please don't tell me to "just be nice", I need tips on how to do it.

Why are a bunch of people saying stuff like "be nice" and "the customer is always right"? I already specified NOT to say those things! I know this advice but taking it is not easy!

Answer 1

Remember there allways correct i know its hard. I just smile which i know gets to the diehard complainers they want you to blow up then they win.

Answer 2

Some people are like that. It is frustrating to deal with rude people and you can't say anything bad to them, unless you want to get fired. They say customers are always right because the customers pay the money. Without the customers there is no business. No business means there is no job. I am always nice to people but sometimes some of those people at some stores are just plain rude (I am not talking about you). A while ago I went to this store and I was asking for help. From the get go that person gave me attitude for no freaking reason. I got mad and left the store. I would never go back to that store anymore. There is nothing you can do if you want to keep working with the general public. If you really can't stand it then you should find a different job. It's not a good idea to stress yourself out.

Answer 3

I work in a convenience store, and I must say that it is very hard because customers can be so rude. The customer is NOT always right! This is what I do, and in no way am I telling you to do this, but, when I deal with a difficult customer, I am as nice as I can be until they cross me. What I mean by that is getting loud and rude with me because you don't like the price of something, cursing me out because your card doesn't work at the pump, or just because you had a bad day and you need someone to take it out on. I am not the one. What you give me, I give back. You get rude and snappy with me, I get rude and snappy back, I will not bow down and kiss a** especially if I have been nice. I have had customers THROW their money and me. I am not a dog and I will not be treated like one, its funny how some customers place their money on the counter when I have my hand out for it, then have the audacity to hold their hand out for their change. A lot of customers believe that a cashier is below them for some reason, and they think they have that right to talk to you any kind of way. A person can only be so nice, but for me its about respect. Its not free, you still have to earn it even though you are a customer. My advice to you, be as nice as you can for as long as you can take it. However, DO NOT let someone walk all over you, and talk to you like trash just because they are a customer, if you must tell someone off, do it in a nice way and end it with a smile and say "have a nice day".

Answer 4

#1 Avoid problem customers. If you just had an unpleasant encounter with someone on the floor, make sure you are not the one at the register when they check out. Know who the troublemakers are and when you see them , take your break, go to the bathroom ,or look for something in the back room. Let your co worker handle it especially if you are in a bad mood.

#2 Refer them to the manager. The manager gets paid more. Let him/her worry about it.If the manager is not there , tell them when they can find them.I give them a biusness card with the number.That usually shuts them down. I don't get paid enough to argue with stupid people about stupid things like why I can't honor an expired coupon or refund something purchased at a competing store or the clearance table.If you don't like your manager it's twice as satisfying to sick rude customers on them. If you have a good relationship with the manager you can talk to them first about how bad this person was treating you and how nice you were and get the manager on your side.

#3 Think to yourself how freaking hilarious it is when people get bent out of shape over nothing. You can let out your pent up frustration when they leave by having a good laugh with your co-workers after they leave.Or post the story online so we can all have a good laugh at their temper tantrum.

#4 Realize that these ( the extremely rude ones) people hate you because you had to tell them something they didn't want to hear like "I'm sorry I can't..." and they WANT to get you fired.They want to get you to lose your temper and say or do something you are not supposed to,so don't give in .Just put on that big ole fake smile.

Answer 5

Um, that's one reason why I finished up working in retail and went back to uni! I worked in a fruit shop for 4 years, and if people were really rude to me, I'd squeeze their avocados. So there everyone! Be nice to the girl (or guy) at the checkout or they will bruise your fruit! I know it was petty, but some people just drive you to it! Put your fake customer service manner on for the rude people. Use it as an outlet for your temper. I did that sometimes. I would never put on the fake smile and fake manner for anyone I actually respected! And start looking for a new job :)

Answer 6

I work with people all day long and every once in awhile I meet someone who I would like to just let loose on. I work for a doctors office and aside from check in, my partner and I answer 12 phone lines. Anyway this guy comes in without his ins.card and gives me a # to call to get the info for his ins. I politely explained that I cannot get on the phone d/t having to keep the lines open and phones answered and explained to him that it was his responsiblity to bring his info and suggested that he use the lobby phone to get the info which he needed-At which point he screams at me that he is so ****ing tired of lazy a** people who didn't want to do their jobs. That was the closest i got to losing it. I just got up and walked away so I wouldn't say what I was thinking. Usually I just try to "kill them with kindness"-the cranky ones,sometimes it works and sometimes it doesn't but I just drip with syrup I'm so sweet and even though they might can tell they are ticking me off they can't complain because I'm being nice. I know sometimes it's hard but hang in there. There are more nice people out there than cranky ones-I promise!

Answer 7

Generally on the phone you'll catch me saying things like "Believe me, I understand your frustration, but I am unable to change policy/that does not change the fact that...."
Then when I get them off the phone, I myspace to my friends about what a loser that person is and have a laugh.

It's not as mean as it sounds, I am on the receiving end of a lot of garbage, and if people will carry on like that maybe they should expect to be ridiculed...

Generally though, I find if I just keep repeating my point for long enough (in my job I can state our constitution, and that no matter how much I may want to help them, I CANNOT) they will get the point and hang up

Answer 8

I work as a receptionist, and I get to deal with all the whiny people who just like to complain. Most days I just sit there and smile at them and nod. People just want to vent, even though it wasn't YOU who wronged them. If nothing else, give them a polite response that makes them feel stupid.

Customer: "Why did no one tell me there was no hot water?"
Answer: "We have a sign posted on every main door and on the communication board explaing about the hot water situation."
Customer: "Well I didn't see it. My shower was really cold!"
Answer: "I'm sorry."
Customer: "Well, what are you going to do about it?"
Answer: "The new water heater should be installed later this afternoon."
Customer: "What the hell am I supposed to do until then?!"
Answer: "There is nothing we can do to restore the hot water until the new heater is installed."

Customer: "What is this charge on my checking account?!" *slams paper on desk*
Answer: "Your wife came in on (date) and signed up for.... Would you like a second copy of the receipt?"

Customer: *storms into store* "I would like to return this *^*^*%( piece of crap! It doesn't work!"
Answer: "Please fill out this return form and I will need to see your receipt."
Customer: "I don't have a *&&%#*^ receipt! YOU sold me some broken crap, and I don't want it."
Answer: "I'm sorry it doesn't work. We could do an exchange for the same item if you want to go grab a new one."
Customer: "Why do I have to go get it? I didn't break it!"
Answer: "The only way we can do an exchange is if you bring up a new one for us to exchange."
Customer: "I'm not going back there to get a new one! It is not my problem!"
Answer: " The only way we can do an exchange is if you bring up the same item. We can't do an exchange without a new product."

If you stay calm and don't react in any way, it takes all the fun out of yelling and complaining. Hold your ground, repeat yourself explaining the company policy, and act completely indifferent. It is less fun to make a fuss if the employee doesn't seem fazed.

Answer 9

Always say " let me get someone that can better assist you"
I get my manager and tell them that they are being rude to me so they need to handle them because they are giving me a hard time.

The customer usually understands that I refuse to help them at this point and they get even more furious. Then if they go off on my manager, I never have to deal with them again.

I usaully am smiling on the inside when they are refused service from my work now and in the future.

Answer 10

Always remember that you don't know the reason for another person's behavior. While it's not right for anyone to be rude, keep in mind that they may have significant issues going on in their lives that you don't know about. Have you ever heard the phrase, "Kill them with kindness"? That's how you handle them.

Answer 11

I try to treat things that are rude as if they are amusing. Or I try to empathize. If someone remarks they don't like my place of business or got bad treatment from someone in the past, you can say "That must be frustrating." Or you can say, "What! We did that! Boy! We're better these days!" Distance yourself. You aren't your job.