The Angry Customer
Interpersonal Communication Situation In any customer service job there are going to be customers that do not agree with the policies, requirements, processes and service. During one evening shift I witnessed Bre have an encounter with a young female customer named Emily. Emily entered the establishment in fast pace and approached the front desk with the sense of annoyance of even having to be there. When Bre was finally able to assist Emily since she was next in line, Bre asked Emily what she could help her with tonight. Emily immediately started the conversation out in a very harsh and defensive voice and began the sentence with “You” instead of “I.” Emily then proceed on to tell Bre that, “You guys (referring to
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Bre responded while making eye contact and uses her hands to illustrate the point across to Emily, by saying, “it is not our responsibility to call or send out a letter that your expiration date is expired on your current credit card; however, we do it occasionally as a courteous, but if your sister moved, like you say she did, she probably is not receiving the letter because we have her previous address.” Bre in says in a direct and annoyance tone, “you will be cancelled at the end of the month along with her sister, but you still owe 80 dollars.” Emily becomes even more frustrated and starts huffing and sighing, all while her face is completely red and her mouth is clenched shut. Emily reluctantly hands Bre a credit card, and says “Fine, just pay for it, I just want to be done with this …show more content…
The common statement, “The customer is always right” is entirely wrong and this interpersonal situation is a perfect example of that (Kim, 2014). Bre is a customer service representative for a gym facility and is faced with an angry and rude customer and no matter what Bre said, it was not going to make things better for Emily. Emily made it obvious that she was angry by interrupting Bre while she was talking, cursing, clenched shut month when she was not speaking and for assuming that it is the establishments duty to call her and inform her about her account and expired credit card (Richmond, McCroskey, & Hickson,
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
Employees and customers have been of high importance through the years at Lincoln Electric Company. Employees are valued and compensated well for their productivity, performance and reliability. The goal has always been to have mutual respect with both the employees and the customers. When an employee or customer has something to say, whether it’s positive or negative, they know they are going to be heard.
Many adults also hold onto the ideal that teenagers and children are the people who are rude and inconsiderate to those who work in retail. However, this is commonly not the truth. Many times, the stories are all about middle-aged and elderly people who are not helped immediately or are not able to find what they were looking for. Generally, teens and children by themselves are respectful and patient when things go awry at the register or
When this happens I will remain calm and polite but will warn them of their behaviour. An example of this was when a customer’s order was delivered late she contacted Salons Direct and told me that she has just lost a week’s work because of her product not arriving on time. The customer was promised this but due to unforeseen circumstances it arrived a couple of days late. I listened to the customer and she became very abusive towards me and threatened me. The names she called me are not printable and I was quite upset with what she said. I put the phone down on her and informed my manager. Laura took the customer details and contacted the customer. Laura spoke to this person and informed them that they will no longer have an account with Salons Direct and that if they ever call again and speak to the advisors she will pass the recorded conversation to the authorities. Laura then ended the call. She then explained to me what she has done and thanked me for being professional and following
Unfortunately for most retail workers, customer interaction is a face-to-face ordeal and most cashiers can't get out a full two sentences of reason before the enraged customer demands to see a manager. Samuel Johnson is lucky in this regard, he was able to deal with an impossible request through an eloquent letter. Still, even though his interaction with the woman was very impersonal, Johnson achieved
During session with client, teacher informed me that client had to incidents prior to my arrival. The school had a Christmas program in the cafeteria. Jah'Raye became upset, teacher mention she wasn't sure why he was upset. She just felt it was possible to much noise and movement for the client. He was asked to go to the office to avoid getting into trouble. He went without incident and was ok with the decision made.
The customer was an older Caucasian male. After greeting him the first thing he said was, “Do you know what you’re doing young lady?” I acted as if I didn’t hear him and continued weighing and measuring his packages, while still trying exemplify customer service. Once I finished I asked him for the information needed to process his labels and he started giving me the information in a very fast manner as if he was trying to challenge me. Because we had been processing so many packages that day, the computer had been moving slow throughout the day. After typing in some of the information the customer gave me, I informed the customer that the computer was moving slow at that moment and asked if he would give it a few minutes before continuing. He then has the audacity to say, “Well is it the computer that’s slow, or is it you?” At that moment I was starting to become very frustrated with the customer, but I had to continue doing my job. While I was continuing to make his labels, he whispered to another Caucasian customer, “For someone who needs this job, she sure isn’t acting like it.” After hearing that last comment, I called my supervisor over there, who is an older Caucasian woman and asked her if she could continue assisting this customer and I’ll go assist another customer, she agreed. I noticed once she went to assist him, his entire
Companies differ widely in their approaches to complaint handling and in the importance they attach to this element of serviceability. Some do their best to resolve complaints; others use legal gimmicks, the silent treatment, and similar ploys to rebuff dissatisfied customers. Recently, General Electric, Pillsbury, Procter & Gamble, Polaroid, Whirlpool, Johnson & Johnson, and other companies have sought to preempt consumer dissatisfaction by installing toll-free telephone hot lines to their customer relations
The saying, “the customer is always right” isn’t always necessarily true. Most of the time, the sales associated is correct. However, it is still important to treat costumers with respect, even when they are wrong. Another important skill to have in order to survive retail is to remain patient with costumers. It can be frustrating when a customer messes up a display or leaves clothes on the dressing room floor. Dealing with grumpy customers can also be challenging. Nonetheless, a worker must remain calm and accept that the job entails sometimes dealing with difficult situations and
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
Interpersonal communication is one of the significant skills while communicating with other individuals. It normally covers an extensive area and includes both verbal and non-verbal communication. Body language and facial expression may affect the accurateness of the message transmission directly. Interpersonal communication skills normally ensure that the message is sent and received correctly without any alteration thus improving the communication efficiency. Learning diverse aspects of interpersonal communication has greatly aided me in better understanding of what it consists. I am capable of applying the knowledge gained from this course to my personal experiences. This paper reflects on my personal experience in learning interpersonal communication.
Customer service is still plays an integral role in business. However, how companies serve their customers is changing.
Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.
Being a customer service representative, respect is something that you must have. I learned that everyone does not hold the same status in life but even if they do not respect still apply. Working as a customer service representative I have one
Difficult customers are just part of doing business today. “Difficult customers could be those in which you have to deal with negative, rude, angry, complaining, or aggressive people. These are just a few of the types of potentially difficult interactions” (Street). From time to time, you will also find the need to help customers who can be designated as difficult, but in a different way: Lack of knowledge about your product, service and or policies, dissatisfaction with your service and or product, demanding, talkative, internal customers with special requests, language barriers and elderly or disabled customers that need assistance. Companies and businesses that know how to deal with difficult customers or customers with special needs the right way allow a company or business to reap the benefits of high customer satisfactions and increased customer retention.