My issue is why do they even get upset anyway I’ve worked and still working in retail grocery stores department stores we’re human beings were going to make a mistake so if something was to happen just go back to them and just let them know I’ve had incidents where something was wrong or my order was wrong or something happened and I was simply just called them back and go to the store and let them know what happened but I don’t have to scream and shout and belittle someone because a human being made a simple mistake
Wtf. I’m sorry but any logical person just wouldn’t go off like that if we were random strangers in the street. Truth is employees in this era are nothing but robots and it’s all about the profit, which means they make it okay to be belittled and harassed when we really should not tolerate it at all. As a shift lead I do my part to make sure that customer has great service but once that person becomes rude and irrational then they can go to a different store and harass someone else. And I’m not even rude about it either. I nicely explain we don’t tolerate that here and that I’m more than willing to help them if they speak to us differently. No kind of money is worth being talked like that too
Thank you for this. Looked up videos about how to deal w this just to be met w "just don't react and smile". Today a woman went off on how bad of a casheer I am bc of dumb things that weren't my fault so I panicked and got choked up. Ppl who abuse workers deserve to suffer. Next time someone is going to yell at me they can talk to themselves. You get the energy you put into this world. Tired of older ppl complaining it's my gen that's rude it's always older ppl causing a scene. I think it's unreasonable to say "stay calm" that's not possible when you're under that much stress
Sometimes where I live in LOS ANGELES people are so entitled. I offer the solution and they say mean things. They don’t appreciate us as front line workers. This was video helped me. Thanks. I shouldn’t take this personal when the next person yells at me. I cannot wait to upgrade to another job that has NO costumers.
I work at a kids' fun park. It's sometimes double the effort because I have to deal with both literal 4 year olds and 4 year olds that have been around for 30+ years.
This culture is exactly why we have a problem in the customer service industry, we apologise after being spoken to like garbage and now it’s just considered acceptable for people to be unnecessarily rude, well I certainly won’t tolerate it, I simply explain that to the customer that if they’re going to continue speaking that way they will have to leave. I’m over it.
I've been a cashier for 9 months, this is my first job and I'm at the point where I'm going to quit. I don't get paid enough to stress about my job at dollar tree. I'm so tired 😖😭😤
The problem is that sometimes is not as easy as saying "Oh yeah, we will ship you another product for free and remove this and that charges". Where i work i have to request permission for EVERYTHING and sometimes getting a little tiny credit can become a huge deal, not even mentioning shipping something for free or removing charges past $100. That stresses me out a bunch, i wish i had that authority to move stuff around in a way that felt aunthentic and under my criteria. :/
Wish I could do that, I’m on the phone with them. The lady on the phone was letting bashing me for sounding “sleepy” on the phone but that’s just how low I talk and it happened twice and I’m pretty sure it’s the same lady
I don’t cry but I instantly feel nervous, pressured on how to deal with them and the first thing that comes into my head is “oh god no can’t deal with this today”. I talk to then as normal and get a manager over if I’m unsure on how to deal with it 😔
It's a technique that enables the customer to calm down, and for you to then take control of the situation. Doesn't justify people being rude though and if someone is being aggressive or swearing at you we recommend politely telling them if they don't calm down you will be unable to serve them and if they continue then just remove yourself from the situation
What if trying to listen and addressing the concern doesn't work...sometimes people are just sheerly difficult. How do you deal with customers who are just relentlessly rude?
If one customer is relentlessly rude it is ok to very calmly and politely inform them that if they don't stop being rude to you, you will no longer be able to serve them and if they continue then it's ok to walk away. You could also politely ask them to wait whilst you get your manager to take over and then walk away to get your manager.
@@Canity what about when the customer is actually in the wrong? How do we handle that politely? I really struggle not to sound like I am taking to a 2 year old.
We suggest trying to explain from a different angle, using different words and using the same type of language they are using i.e. if they are saying contract but you are saying plan that could confuse them so using the word contract may make things clearer. You definitely need to be patient and stay polite.
Northeasthotdog NEHD same situation here and trust me being polite doesn’t work these beta Karens that just want to vent on someone because they’re so miserable and probably don’t get laid in months
@@hg77777 And the honest answer is they do it because they know the companies will just make their Employee suffer their bs. If the employee was able to just in the call it wouldn't be going on
Great video, I agree! Ignorance is bliss, I agree with this advert. It all depends on the situation of course and intelligence with how people to tolerate and communicate with very upset people. Not violent customers of course. It is called good customer service skills with the right staff for customer service. But that does not mean, to allow someone to walk in and abuse you or steal goods in a shop because they are too scared to confront a bad person. 😮
Not really, we recommend trying to calm the customer but if they don't calm down and behave appropriately we recommend politely telling them if they continue to behave in that manner you'll be unable to serve them and then just politely walking away
It certainly isn't easy to stay calm when someone is being rude to you. Make sure you take regular breaks and don't be afraid to ask your supervisors for more help and training, particularly if you're new to the role
I just tell them what they want to hear and say everything is going to be alright . Which it really will , but sometimes there are processes and systems in place that take longer than what the cx wants and you can only do so much especially when you have limited resources at the customer facing Level. So yes listen let them vent and if you know deep down you won't be able to resolve the issue on the spot . Tell them what they want to hear assure everything will be alright and bail while still doing what they ask it will just take longer . I personally am not going to be a punching bag for them anymore.
I think once the customer gets verbally abusive and calling people "moron" they have crossed a line. A person can very well be frustrated - who hasn't. We all know what it feels like when a business makes mistakes etc. But once a line is crossed to harassment and bullying , the customer can go outside and find a pile of rocks to kick.
What i hate is when the manager try to fix the problem and later make mad at his employees. Government need to make a law so employees can have better days and not get upset with the world, the people
When the customer left and didn't pay, but the food was being prepared, is that considered a loss? When the customer is intentionally breaking glassware, is that cosidered a loss? Should restaurants have bodyguards and good security no matter how small it is because waiters can't act like bodyguards because it's not their role?
I work at the tills and I had a customer out of nowhere gave me a hard time, he was rude, entitled, patronizing and sarcastic (more so than the average customer) all while I was trying to be nice (I even gave him a free bag cause our carrier bags are expensive and really poor quality and he had quite a lot of heavy stuff). All throughout as I was processing the stuff he bought, I swear he was trying to get me mad or get a reaction or something. What can I do? I wanted to give a comeback so bad but I'm still on provasion lol. But also just made the situation worse. Its so disheartening working when you have to deal with people like that but hey that's life for ya, full of a hols and d heads.
What we mean is let them tell you everything about their issue rather than let them be aggressive and rude, no-one needs to put up with abusive behaviour
So what do i do if they just insult me for no reason or are purposefully trying to disturb the peace in the work place? Or what do i do if the problem was there fault and not mine?
wow.. disagree with the opening.. Why are we assuming that the employees did something wrong to start? Cause someone made a mistake and then someone else made a mistake? Nope , some people are just naturally rude.
It's really distasteful of them though. Even if there's an actual valid concern, there should always be a level of politeness when addressing the workers/employees of any establishment. It creates an environment of equality and it helps the people servicing to find solutions. Venting that includes cursing and insults to the workers, should never be welcome no matter the mistake. If the worker is expected to be professional, so does the costumer in order for work and transactions to go smoothly. It's not a power game, it's not therapy sessions for clients/costumers, it's a professional transaction and personal feelings should be addressed in a better manner.
I'm sorry our Australian accents are difficult to understand. Essentially this video is explaining how important it is to let the customer speak and get their frustration out, listen to them so you really understand the problem and then clearly outline your solution that actually addresses their problem.
With my job, if the cx is talking to me nothing will make them happy & there is nothing we can do to fix it. I work for a 3rd party and I’m just the middle man. I get called everything but a little blue bicycle and I have to sit there and allow it. People just need to learn respect. And if you’re someone who acts like a jerk and takes it out on people just trying to make honest money 🖕
This is so false lmfao. Just because a customer is angry or rude, it doesnt mean someone made a mistake. Most of the time customers are just entitled brats.
This routine gets old. It's literally rinse and repeat. I just wish people/customers/ the other folks floating on this rock in space would just get it. "I'm going to escalate this," says the upset party. Ok.. and the next level/ sup/ manager/ whatever their title is will do the same thing. Ugh
That's why we animate everything, really makes it a lot more watchable and that means you're more likely to watch it again and more likely to remember it
It really useful in my work place, Absolutely agreed and will apply with my carrier also share with my team member.
Thank you.
My issue is why do they even get upset anyway I’ve worked and still working in retail grocery stores department stores we’re human beings were going to make a mistake so if something was to happen just go back to them and just let them know I’ve had incidents where something was wrong or my order was wrong or something happened and I was simply just called them back and go to the store and let them know what happened but I don’t have to scream and shout and belittle someone because a human being made a simple mistake
Wtf. I’m sorry but any logical person just wouldn’t go off like that if we were random strangers in the street. Truth is employees in this era are nothing but robots and it’s all about the profit, which means they make it okay to be belittled and harassed when we really should not tolerate it at all. As a shift lead I do my part to make sure that customer has great service but once that person becomes rude and irrational then they can go to a different store and harass someone else. And I’m not even rude about it either. I nicely explain we don’t tolerate that here and that I’m more than willing to help them if they speak to us differently. No kind of money is worth being talked like that too
You sound like a great boss. Props to you!
i wish that was the policy where i work
I 100% agree.
Thank you for this. Looked up videos about how to deal w this just to be met w "just don't react and smile". Today a woman went off on how bad of a casheer I am bc of dumb things that weren't my fault so I panicked and got choked up. Ppl who abuse workers deserve to suffer. Next time someone is going to yell at me they can talk to themselves. You get the energy you put into this world. Tired of older ppl complaining it's my gen that's rude it's always older ppl causing a scene. I think it's unreasonable to say "stay calm" that's not possible when you're under that much stress
Amen. Wish you were my boss. My boss is a brown-nosing elitist. She allows customers to talk to us crazy. Even allow them to disrespect us.
Sometimes where I live in LOS ANGELES people are so entitled. I offer the solution and they say mean things. They don’t appreciate us as front line workers. This was video helped me. Thanks. I shouldn’t take this personal when the next person yells at me. I cannot wait to upgrade to another job that has NO costumers.
I can definitely relate, I deal with it here in Georgia as a cashier at Dollar Tree. I'm so sick of it😭😭
I understand I work at 7-Eleven have to go through the same goddamn thing
I work at a kids' fun park. It's sometimes double the effort because I have to deal with both literal 4 year olds and 4 year olds that have been around for 30+ years.
This culture is exactly why we have a problem in the customer service industry, we apologise after being spoken to like garbage and now it’s just considered acceptable for people to be unnecessarily rude, well I certainly won’t tolerate it, I simply explain that to the customer that if they’re going to continue speaking that way they will have to leave. I’m over it.
Even though I'm trying to be calm and helpful I'm at this point now that I feel burnt out and I've been a cashier only for a month
ghost_kidd0 I felt this one such a personal level and I’ve only been a cashier for 4 months and a few days. I’m completely exhausted and burnt out.
I've been a cashier for 7 years and you just sorta grow numb to it.
I've been a cashier for 9 months, this is my first job and I'm at the point where I'm going to quit. I don't get paid enough to stress about my job at dollar tree. I'm so tired 😖😭😤
This is more for angry clients, rude clients are different
The problem is that sometimes is not as easy as saying "Oh yeah, we will ship you another product for free and remove this and that charges". Where i work i have to request permission for EVERYTHING and sometimes getting a little tiny credit can become a huge deal, not even mentioning shipping something for free or removing charges past $100. That stresses me out a bunch, i wish i had that authority to move stuff around in a way that felt aunthentic and under my criteria. :/
In our experience the more you empower staff to act immediately the better the outcome for the customer and the organisation.
I don't deal with them. I just help someone else. 😎 straight thuggin.
Wish I could do that, I’m on the phone with them. The lady on the phone was letting bashing me for sounding “sleepy” on the phone but that’s just how low I talk and it happened twice and I’m pretty sure it’s the same lady
I’m watching this video because every time someone is rude to me I automatically start crying
I don’t cry but I instantly feel nervous, pressured on how to deal with them and the first thing that comes into my head is “oh god no can’t deal with this today”. I talk to then as normal and get a manager over if I’m unsure on how to deal with it 😔
Why don’t we roast them instead lol :)
But that’s gonna make them angrier, so it’s going to be hard to do that
I totally agree !
Because I need my job 😂
This RUclips channel should have way more subscribers
Happened to me yesterday. Customer got mad bcuz I couldn’t hear him
"Let them vent" ... isn't that just condoning and rationalising rudeness?
It's a technique that enables the customer to calm down, and for you to then take control of the situation. Doesn't justify people being rude though and if someone is being aggressive or swearing at you we recommend politely telling them if they don't calm down you will be unable to serve them and if they continue then just remove yourself from the situation
What if trying to listen and addressing the concern doesn't work...sometimes people are just sheerly difficult. How do you deal with customers who are just relentlessly rude?
If one customer is relentlessly rude it is ok to very calmly and politely inform them that if they don't stop being rude to you, you will no longer be able to serve them and if they continue then it's ok to walk away. You could also politely ask them to wait whilst you get your manager to take over and then walk away to get your manager.
@@Canity what about when the customer is actually in the wrong? How do we handle that politely? I really struggle not to sound like I am taking to a 2 year old.
We suggest trying to explain from a different angle, using different words and using the same type of language they are using i.e. if they are saying contract but you are saying plan that could confuse them so using the word contract may make things clearer. You definitely need to be patient and stay polite.
Northeasthotdog NEHD same situation here and trust me being polite doesn’t work these beta Karens that just want to vent on someone because they’re so miserable and probably don’t get laid in months
@@hg77777 And the honest answer is they do it because they know the companies will just make their Employee suffer their bs. If the employee was able to just in the call it wouldn't be going on
Great video, I agree! Ignorance is bliss, I agree with this advert. It all depends on the situation of course and intelligence with how people to tolerate and communicate with very upset people. Not violent customers of course. It is called good customer service skills with the right staff for customer service.
But that does not mean, to allow someone to walk in and abuse you or steal goods in a shop because they are too scared to confront a bad person. 😮
Simply be a doormat is what this video suggest. I rather have Gordon Ramsey deal with the costumers
Not really, we recommend trying to calm the customer but if they don't calm down and behave appropriately we recommend politely telling them if they continue to behave in that manner you'll be unable to serve them and then just politely walking away
it’s my first week i so worn out. i try to stay calm but it’s exhausting when they’re rude
It certainly isn't easy to stay calm when someone is being rude to you. Make sure you take regular breaks and don't be afraid to ask your supervisors for more help and training, particularly if you're new to the role
I just tell them what they want to hear and say everything is going to be alright . Which it really will , but sometimes there are processes and systems in place that take longer than what the cx wants and you can only do so much especially when you have limited resources at the customer facing Level. So yes listen let them vent and if you know deep down you won't be able to resolve the issue on the spot . Tell them what they want to hear assure everything will be alright and bail while still doing what they ask it will just take longer . I personally am not going to be a punching bag for them anymore.
I agree with my boy...GET ME MY GOT DAMN PART!!! 🤣🤣🤣
I did this they got more mad...
I think once the customer gets verbally abusive and calling people "moron" they have crossed a line. A person can very well be frustrated - who hasn't. We all know what it feels like when a business makes mistakes etc. But once a line is crossed to harassment and bullying , the customer can go outside and find a pile of rocks to kick.
Unfortunately managers in these places basically require you to stand the customers abuse in order to keep a customer
What i hate is when the manager try to fix the problem and later make mad at his employees. Government need to make a law so employees can have better days and not get upset with the world, the people
I feel you
When the customer left and didn't pay, but the food was being prepared, is that considered a loss?
When the customer is intentionally breaking glassware, is that cosidered a loss?
Should restaurants have bodyguards and good security no matter how small it is because waiters can't act like bodyguards because it's not their role?
This is a very great tip
I work at the tills and I had a customer out of nowhere gave me a hard time, he was rude, entitled, patronizing and sarcastic (more so than the average customer) all while I was trying to be nice (I even gave him a free bag cause our carrier bags are expensive and really poor quality and he had quite a lot of heavy stuff). All throughout as I was processing the stuff he bought, I swear he was trying to get me mad or get a reaction or something. What can I do? I wanted to give a comeback so bad but I'm still on provasion lol. But also just made the situation worse. Its so disheartening working when you have to deal with people like that but hey that's life for ya, full of a hols and d heads.
Disheartening yes but you did the right thing. Staying professional is the best option.
The customer shouldn’t be venting it’s typical bullying behaviour
What we mean is let them tell you everything about their issue rather than let them be aggressive and rude, no-one needs to put up with abusive behaviour
0:23
He said *vent* amogus reference
Hahahahhaha
And if it doesn’t work…tell them to get out of your office or hang up the phone lol
So what do i do if they just insult me for no reason or are purposefully trying to disturb the peace in the work place? Or what do i do if the problem was there fault and not mine?
i think this is missing a polite and calm request not to be insulting... i still wanna help but dont call me a moron, Brenda....
Absolutely! Remaining calm and polite never hurts. Do you find yourself in these situations often?
wow.. disagree with the opening.. Why are we assuming that the employees did something wrong to start? Cause someone made a mistake and then someone else made a mistake? Nope , some people are just naturally rude.
It's really distasteful of them though.
Even if there's an actual valid concern, there should always be a level of politeness when addressing the workers/employees of any establishment.
It creates an environment of equality and it helps the people servicing to find solutions.
Venting that includes cursing and insults to the workers, should never be welcome no matter the mistake.
If the worker is expected to be professional, so does the costumer in order for work and transactions to go smoothly.
It's not a power game, it's not therapy sessions for clients/costumers, it's a professional transaction and personal feelings should be addressed in a better manner.
I'm sry but I'm not getting nearly enough paid to do deal with bs like this
I don't understand your accent..someone help me pls..What he say this question answer..
I'm sorry our Australian accents are difficult to understand. Essentially this video is explaining how important it is to let the customer speak and get their frustration out, listen to them so you really understand the problem and then clearly outline your solution that actually addresses their problem.
With my job, if the cx is talking to me nothing will make them happy & there is nothing we can do to fix it. I work for a 3rd party and I’m just the middle man. I get called everything but a little blue bicycle and I have to sit there and allow it. People just need to learn respect. And if you’re someone who acts like a jerk and takes it out on people just trying to make honest money 🖕
Hi marketing class 7th hour Howelli Highschool
Do I need to have a fake accent ?
This is so false lmfao. Just because a customer is angry or rude, it doesnt mean someone made a mistake. Most of the time customers are just entitled brats.
So true!
This routine gets old. It's literally rinse and repeat. I just wish people/customers/ the other folks floating on this rock in space would just get it. "I'm going to escalate this," says the upset party. Ok.. and the next level/ sup/ manager/ whatever their title is will do the same thing. Ugh
Came for the educational purpose, watched it twice just because of the cute looking characters.
That's why we animate everything, really makes it a lot more watchable and that means you're more likely to watch it again and more likely to remember it