CORPORATE VIDEO- Dealing with an Angry Customer Training
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- Опубліковано 1 жов 2024
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where can I buy the robot behind the counter?
Amazon
😂😂😂
Right?! 😂
i went back to the video to see if there was some cool robot in the background - then the penny dropped 😂
@@matty6878 lmao this is 5 years late but I think you’re saying the human is the robot am I right?
haha ideally the customer will leave with a happy drill, but in reality, this customer is going to want their money back AND the drill hahaaahahah
Erica doko
And compensation for gas money, aggravation fee, free gift card from corporate, and at least two employees fired so he feels like he accomplished something.
So true! Lol
I'll never understand how companies allow their employees to be belittled, insulted, berated, yelled at etc, only to keep these assholes happy when they are wrong 90% of the times. Most of the times they have not read the instructions or they have used the product for something it is not intended for. By doing this they only keep this behaviour happening. I hate when they become drama queens, 'I have had it, I am not coming back', well good for you, you don't need to come back. I just don't understand why people have to be so rude. Society is fucked up. Sure at times I have been frustrated but I have never raised my voice or tried to intimidate an employee for something that is not their fault.
Thank you for that statement its horrible how retail workers get treated we are under the stress of losing are jobs due too them if u are as polite as can be
The company let their employees sell their dignity for money's sake. 😑
I realized long ago that you're dealing with the public in retail. Different people, different circumstances, different problems. Most people are awesome and interesting but some people have bad days. Sometimes they lash out at you and apologize. Other times they pour their entire world of problems on you and release their anger. They feel they can do that because to them they know you have to be submissive to keep your job. They subconsciously see you as less which is why I always present myself as a man first. It takes practice. I crack sex jokes when ringing up cops. I crack drug jokes when ringing up teenagers. I talk about life when dealing with older customers. Its risky but I try to get people to see me as a man first. It helps a little bit but you see different faces every day.
Especially when 99% of the time it's not the employee's fault. Exactly yes.
"I just don't understand why people have to be so rude." Usually they had a bad day and feel like taking it out on someone else, but i'm not your whipping boy. Not today. Others, I think, are/feel powerless in their real lives and want to feel powerful by bossing you around. And they are allowed to boss you around and be rude to you because of the whole "the customer is always right" philosophy.
As time goes on, I learn more and more about how to deal with these assholes.
I had recently had one customer that asked me a question and then another customer came up and asked me a question too and I was in the middle of two customers asking me something at the same time, so the first lady was like, "Hey!!! I'm talking to you!!!" And condescending and ordering me around. Oh, hell no. So, I reflexively responded with, "I'm thinking!" When she realized i'm not one to be fucked with, she changed her tune. I helped her out, and by the end of it all we were polite to each other. "Have a nice day" and "thank you" and all. I certainly don't suggest blowing up like that but it worked in this case and I didn't get into any trouble over it. Just didn't feel like tolerating that shit.
Then another was trying to take her anger out on me the other day. She angrily complained about why we did or didn't do something. I started to "explain myself" to her, when I got out one word "Because..." then I immediately stopped myself and just said, "Is there anything else I can help you with, ma'am?" And she didn't respond so I walked away. I'm not going to play their games anymore.
Step one: hide under the counter and wait for the customer to leave
Emma Stewart lol good step maybe we will Film one for that
Lol..omg this is a good one 😂😂
LOL.
What if he does’t want to leave?? LOL
Good Idea, but it's impossible to do that on a call T.T
You call this aggression ? I have been in the service industry long enough to say that this is one of the most gentle and reasonable way of expressing dissatisfaction 🙄
Oh yeah! Didn’t even hear a single F bomb in the video.
Bassman Dan ya all of my complaints involved them saying I'm being unprofessional with the f bomb in every sentence
Dude it's just a demonstration
I think he is not an American.
i agree
Where can I find a customer that is that reasonable???
they have title video " how dzal with reasonable customer not angry ahhah
RIGHT this doesn't happen lol XD
Trick question, reasonable customers dont exist 😔
That will be the day
Canada eh
Hardly apply customer forehead to counter until customer becomes quiet
honchoryanc
Then wrap the customer in plastic and store calmly in the back
After customer regains consciousness reapply forehead to counter if needed, then calmly sell them to your nearest butcher shop!
Break it down and put it back in the display
Love it
In reality rude costumer don't give a fuck, they are just obnoxious and they don't care about what you say... sometimes they are just after goodwill gestures
Mauro Rodrigues very true
If the customer is going to degrade your employees in such a way, then the customer should be banned from the store. That is unacceptable and pathetic!
Rob Rob I'm guessing you have not been around nasty people much. The fact is that he never crossed any line. He was mildly aggressive but usually when someone brings a product back, it can feel like a potentially confrontational situation and they want to project that they are not to be taken for a ride.
Rob Rob I AGREE! Whenever a customer is abusing me I feel like telling them to get the fuck out...
It's bad for business
I bet you don't.
Shut up
this does not work lol.
20cococutie It really doesn’t. I learned never to pay attention to training videos, lol. They’re so staged, it’s ridiculous.
tell me about it? I'd like to help you achieve what you need. Let's work together to make your experience here in youtube better.
@@jerrydelcano
lol
I see what you did there. Nice.
@@mrtwister9002 finally.
Sigma Nayo 💯!
imagine the 3rd drill stopped working when he got home.
When customers are going on an abusive tirade, i just say: *yes, mmhmm. I understand completely. I do apologize for the inconvenience that this has caused, this shouldn’t happen and I understand your frustration. Please give me a minute while I see how we can rectify this situation. Thank you. I appreciate your patience and again, I do apologize for any inconvenience.*
But in reality I didn’t even listen. I’m probably thinking about what I’m going to eat when i get home and cursing you out in my head while i call my manager lol.
exactly! the quicker the customer is out the faster i can go back to doing nothing.
i don't understand why shops, big and small, put up so much of a fight most of the time. "deescalate and escape!"
😂😂😂😂😂😂😂😂
I work in retail, and can definitely confirm how unreasonable some customers can get. I suppose “good customer service” these days means taking people’s crap.
I had a asshole bitching and moaning about how rude everyone in the store was because they don't remember his name, while a laddy was building a product out of the box for him which she was not required to do. This guy was a dick and everyone remembered his given name. THe short asshole with grey hair. He tried to pay with a card another day. Register asked me to see his id. I asked. He said why. I told him the register prompted the question. So the Id was another 10 minutes of arguing.
It is not often this ideal. Some people will just rant and rave and cannot be pleased no matter what.
80sBorn
Thats when you tell them to fuck off using the formal business language
Elijah 314 I just tell them, “Have a nice day.”
Yeah right! They just say "STOP APOLOGIZING AND FIX IT!"
J Allen lol right? If I tried to repeat a customers concerns like that theres no WAY they wouldnt interupt and be like "fix it!!!"
msmusik2 haha me. they told me "Yea are you stupid or something"
You should, say, "Stupid is as stupid does." in a Southern accent. and then say, " My mama always said, life is like a box of chocolates. You never know what you're gonna get."
No receipt?
How about charge the battery for a few hours before first use?
The Federal Farmer True. There was no receipt, no box and no proof the man didn’t damage the item himself, expecting a replacement.
This training video sucks. Approach an angry customer like this and you'll likely antagonise an already pissed off customer.
mindscape reality
I understand your concern, 😁 and I definitely apologize for any inconvenience this may have caused. 😁 You can call the 1(800) number on the back of your receipt, they may be able to help you. 😁 have a nice daAAaay! 😁
mindscape reality well this is called a rational interaction can’t help the fact that some people are just mentally unstable to be in public within our society
This is just waaayyyy too robotic man, customers get away with wayyyy too much nowadays, and i don't think it's fair on retail people
what isn't fair is that workers don't get paid livable wages. "broken drill? take this and get out."
Actually sounding like a robot calms people down because it sounds like they heard it all so many times and they are so sick of their job that they lost all emotion and the angry customer feels bad for them and realizes their own lives aren't as bad as this soul-less customer service machine behind the counter they get in a better mood and just leave
First of all.... Check the drill and show him how to use it.
No receipt no refund no return no replacement golden rule
Yup it’s most a policy in a lot of business so no matter what they do , if they don’t have their receipt , u can’t do nothing
Not accurate. Needs more swearing, and "I'm gonna get the manager on you!" along with "I am so getting you fired for this!" and sometimes "I'm suing this company!"
Also, the customer would never be so reasonable as to apologize for their reaction. If anything they'd double down even with the assistance and leave with some final snide remark.
This is unbelievable, just letting customers belittle your hard working employees to have them pleased. You should care about your employees as much as you do customers, seriously.
Don't you know we have too much employee applications but lesser customer applications?
Also remember we pay for the employee, but customer pays us.
@@KamakNeApiMalimawata you're literally proving my point
@@jalenmitchell9218 I proved you are wrong. You said //You should care about your employees// and I proved that why we must not care about employees.
@@KamakNeApiMalimawata you see, you are part of the problem, you would let your employees be abused all for your own gain.
Some customers just need a right punch! I've worked in retail for years and I've had nothing but abuse and bullied! For absolutely NO reason! There should be more restrictions towards the workers so we shouldn't take shit from people who just come to shops to harass workers!
In this video is slightly different, the drill didn't work and fair play he paid for it. There are some customers who will come in shops just to start a fight! And those are the ones who need a right kick in the groin... Thank you for shopping now leave!!!
Most customers that are angry demand free things or a discount when unsatisfied.
I was expecting him to ask for a discount or store credit
I personally think retailers should have the freedom of telling a customer to stop disrespecting them without getting into trouble.
That wouldn't be defusing a situation though, that's more like saying "Stop crying" to someone that is visibly upset, it's like rejecting their emotion. You as a sales person have to understand their frustration, because their mind is loomed only with negativity at that moment, so for you to tell them to STOP is not going to work whatsoever.
Instead, offer help, sympathize and learn to be in their own shoes for a second. They are not ANGRY at you. And their threats and swearing only reveal of their character, if you respond with negativity it shows a lot about what kind of person you are.
@@biancatbc no one’s gonna sympathize with customers who are yelling at them lol
Sadly if that was the case companies would go out of business. Just suck it up and hope you do a good job.
2:32 like hell a customer ever admits that
Sometimes repeating it back to them makes them even more mad. Just saying. Always check for a receipt or proof of purchase. Find out why a certain product doesn't work, is it something they did? Is it a real manufacturing issue? Or is it something simple like it is missing batteries.
Also a few helpful tips:
1) don't leave your post without notifying someone or having someone be able to cover for you. This mainly applies to when you're on the register but it also applies if you were doing a task before the customer came up.
2) read their body language. Sometimes you get people who honestly would like a refund for a faulty product. However, there will always be someone trying to scam the company to make a quick buck. If they are being over dramatic or degrading you for something you had no part in, try your best to remain calm. If you feel threatened call a manager or if it's bad enough mention to call the police quietly to your manager.
3) Consider how often these things occur. If it's a constant thing, then consider why. Is it because management decided that its better to just give in? Is it because of your area/store? Or is it a specific person or group? Then consider if that's where you really want to keep working.
4) Be as nice as possible. There will most likely be a camera on you somewhere and that can work in your favor. Be genuine in wanting to help but remember that there is only so much that you can do. Don't be scared if they threaten to leave or stop shopping there. The entire store won't even notice their individual sale.
5) If they threaten to call Corporate, let them. They most likely won't and if they do then you should be able to show them footage, receipts, helps to have a manager who witnessed the event to back you up, or anything you can think of.
Great steps and ideas but when it gets to those stupid people who dosent have brain to think. They'll just scream at you and insult you. One time I almost wanted to slap that person and beat the shit out of him because he was so rude. Where did the manners go? He ate it??
I am just wondering how to deal with rude customers while being autistic. I do actively listen to their problem but I still get treated like I am not listening. Its worse when you have customers that aren't aware that autism exists.
Yo shout out to all my workers in retail, you guys are AMAZING!!!
In my job (I cannot control what 'sells' and what doesn't) business is different every day, because I could not provide a product to a customer, fortunately that product will be on the shelf the next day...I was then told (by the customer) to 'go shoot myself'. It is kind of ridiculous! Because employers do take the customers side and unfortunately the abusive ones too.
Another note I truly appreciate the customers who are kind, respectful and patient
Unfortunately this is not always the case. Most times customers come back wanting a new drill and partial refund or total refund which is absurd.
this never happens
it's never this smooth in real life,but good simulation anyway
just walk away and get a manager, thats what i do lmao
You can’t always call the manager. I got yelled at, for Shoprite cashier as I was calling the manager. She’s like “you can’t call me anytime I come here.”
@@eugenayoum4182 that's a good point, it's sometimes better to just try to handle the situation yourself or perhaps another coworker
@@kelvinrods6888 isn't it a manager's job to deal with an angry and unhappy customer? They get paid a lot more.
@@eugenayoum4182 who yelled at u? The manager because u called her for help? She's pathetic
@@blue_red_screen absolutely
This is a great example of how to conduct your self when it comes to angry customers! Thanks guys good practice and good role playing !
Dmytro Kovalskyy thanks appreciate that !
This video is just basically saying let the customer degrade you and make them happy
Jalen Mitchell usually I just call for my manager and deal with this
@@inosurrender8327 yeah
How to handle angry Customer?
Stay calm..
Active listening..
Repeat the concerns..
Actively sympathize..
Apologize..
.....did you charge the battery?
working at walmart and living in a area where people are assholes and highstrung it’s very hard for me to stay calm 🤬🤬 plus i have a short temper
he didn't even say "have a nice day".
Customer: I know what I was a complete arsehole to you but because the customer is always right, it's your fault and I'm not going to apologize for my behaviour.
I work at McDonald’s and I just had a customer openly threaten my life he is a regular in the mornings any advice would be appreciated I’m a minor
Call police if he is threatening you. You are not working at the cost of your precious life.
Seriously pissed off with this kind of customers. But I am sure they won't come back anymore.
I’ve worked in customer service for over 40 years… Anymore, when people say stuff like this, I’ll show them the way to the door. Societies gotten to the point where they’re OK with what’s not OK, you get yelled out, Custimet, stream that, and you’re supposed to take it and if you stand your ground and be firm then you possibly our fire. I left carpet America versus very reason not a
Going put about anybody’s BS any more
This is not how a customer would respond. The moment you try and respond, they'll be huffing and puffing, and in some cases shouting. They rarely thank you. Even if you help them completely. In most cases, they'll interrupt you before you finish half of what you're "supposed to say"
Yes, these are great suggestions (some of these steps are actually part of our customer service training where I work), but sometimes the customer just DOESN'T want to hear it and they choose you and everyone else around them as an emotional punching bag. How do you deal with that? Sometimes you just can't take control of the situation. You can't control other peoples behavior, no matter how accommodating you are. What's worse is when they start name calling, and you had nothing to do with the incident that was started in the first place.
You’re leaving out the part where they demand something free or at a huge discount and then when you tell them no it continues lol
Who else woulda bashed the clerk with the new drill just for being cute?
Unfortunately, corporate America has reached a point where the customer; no matter how awful, rude or even psychotic must be given free reign to treat employees with the most vicious contempt. Heaven forbid the employee tells these people to leave or be arrested. The fat cats up in the board offices would lose a few dollars.
That customer isn't angry at all. Tss. He's actually kind, duh.
Our customers just keep on yelling and DOESN'T EVEN LISTEN a bit.
There are two kinds of people. The first kind of people are just frustrated and need to vent their frustrations at you. This is fine because they're not mad at you. The principles of this video works just fine for these kind of people. The second kind of people are using insults and are just being mean to intimidate you in giving them what they want. I always tell these people they need to stop being rude, or else I won't help them. This throws them off, as their tactics are not working. If you apply the tips in the video to the second kind of people, it won't work. They will just make fun on you.
John 3.16-21
16 For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life.
17 For God sent not his Son into the world to condemn the world; but that the world through him might be saved.
18 He that believeth on him is not condemned: but he that believeth not is condemned already, because he hath not believed in the name of the only begotten Son of God.
19 And this is the condemnation, that light is come into the world, and men loved darkness rather than light, because their deeds were evil.
20 For every one that doeth evil hateth the light, neither cometh to the light, lest his deeds should be reproved.
21 But he that doeth truth cometh to the light, that his deeds may be made manifest, that they are wrought in God.
U call this aggressive I’ve seen worse like today some mf cursed me out cuh the gas pump put a hold on his card like it’s suppose to put an hold so it insured payment
I always try to be understanding but I will definitely never apologize for a mistake I had no influence on, makes no sense to me
Sactacrack is a professional in his field much respect sir💯💯.
Plot twist: the man never bought the drill. He just picked it off the shelf.
"I'm gonna take my custom somewhere else !" "Great, bye-bye !" Problem solved.
What a load of bullshit. Personally I never apologise for someone else's incompetence but simply call the manager and let them deal with it.
Sactacrack is a professional in his field much respect sir💯💯
No need for the customer to get angry. It’s not the end of the world people
I would get on the intercom "security!!"
NO 1: ALWAYS GREET THE CUSTOMER!!!
420. Frickin argue with them so we can get funny freakout vids
Yeah, show this to Karens. They need to learn
Nothing can portray just how idiotic and rude some customers can be.
“I’m sore-ry.”
Definitely Canadian
Lol you know it Eh
Fake. The customer is listening.
ptm no entiendo ni vergas pero aqui ando haciendo la pinche tarea
Before we deal w/ customers, let's deal in finding a reasonable and "Open-minded" customer first. They deserve a good service to begin with.
The amount of customers that come in and say this tool is broken I want a new one, throw in a battery and it works fine is hilarious and its so hard to not laugh when you see their face.
I have never seen a man so genuine as this guy, he's really a man of his words
Literally, the first UA-cam video I’ve ever disliked.
I'm glad I could pop your UA-cam dislike cherry 🍒
Doesn't sound like a rude customer to me. This is a very understanding customers, I probably would also throw in a discount for not insulting me and having to make several trips as compensation.
Also I know that's some people will just try to take advantage of my good will so make sure I don't make a habit of this and assure the customers as much as I want to throw discounts all the tests it is my job on the line not theirs and of they don't get it, then too bad...I won't give them a discount ever :D
Should have heckled the client for buying dewalt, told him he was dumb, but that we would work together to try to overcome his stupidity and gotten him a Milwaukee.
Oh please...this is complete crap. 🙄
I mean I'd be pissed if I bought a Dewault and it didn't work but if it happened twice I guarantee he just doesn't know how to use it
I really like how the last video published from this channel is titled, “Baby Yoda the Savage”
Marco Godinez because baby Yoda is a savage haha! The Corporate videos are only a part of my channel what I do with my business I have a wide variety of things on here if you’re ever bored check out my comedy Horror show Berhma on my channel
Sactacrack is a professional in his field much respect sir💯💯.
I encountered 2 aggressive customers on two different occasions.One kicked of because I had to turn the till's belt on in order to scan his groceries even though the shop had shut 15 min ago and on the other I closed a till as ordered by my supervisor and got nearly hit with a shopping trolley by a "lovely lady"
Sactacrack is a professional in his field much respect sir💯💯
Honestly, I hate the phrase "Customer is always right". It gives them the right to step all over other people.
Ill tell em get atta heeyah!? You want my manager? And ill call him for he can complain.. Like no reason to black out on another person over petty materialistic crap.. Ask nicely..can i test it out? Thats it.. I aint scared to belittle you back.. The fact im taller than 85% of everyone staning at 6 foot 4. Lol
how to deal with difficult customers: dont get a job where u have to deal with customers. NO MATTER HOW DESPERATE U ARE, JUST DONT.
How to handle customers if your boss doesn't give them free drills?!
You see, this is definately worth 15$ an hour.
This is worse case scenario. I've had this type of customer before - maybe twice in my life. But we have to be realistic, there are people out there who behave like this and we have to teach our teens on how to solve problems without losing their mind or their job.
Thank you for this video, I'm using all 3 for lessons in my classroom. :)
Help CenterCommunityAnnouncements As a precautionary health measure for our support specialists in light of COVID-19, we're operating with a limited team. Thanks for your patience, as it may take longer than usual to connect with us. If your business is affected by COVID-19, learn how to provide customers with updated info. Your search - Saturday, May 9, 2020 at Sinclair's , boulder @ indios , las vegas, NV 89121Vocally racist slurr from Sinclair's Middle Easternstore owner flips his middle fingers off to a young black male customer. This store owner contimues to single out this black male customer on a daily basis when my son, the victum of this insults from this Sinclair owner , who is unapologetic. This is very bad customer service and an outrage, and this harassment has got to stop but how?
once they guy said he wanted a refund give the refund while apologizing for his experience
I work at a trampoline park and whenever a parent goes off at me for enforcing the rules I feel like saying "Are you seriously blaming the fifteen year old supervisor for doing what their boss told them to do?" If you ever get frustrated at a company, PLEASE don't take it out on an individual employee because that's going to get you fucking nowhere.
When I'm at work like now, I just 😊and say,
I understand your concern, but, this is above what I can do, but you can kindly speak to my manager🍎👁️
I once repeated a customer’s complaint to make sure I got it right and this old lady straight starts yelling at me about how I was an idiot and mocking her asking me if I was deaf ...never did that again
Hehehe
I wish all angry customers were like this, simple and easy to deal with.
Hmm, so he has a dead battery and wasn't smart enough to charge it? lol Sorry, I know it's a training lesson, but in so many cases, it's something the customer is doing, and if he wasn't charging it, or properly (in this case) he will have the same issue, so ALTHOUGH they resolved this for now, what about when he comes back the next time? Just food for thought, cover what could be happening beyond what the customer is claiming :)
Guy walks in with drill. Walks out with new case, 2 batteries possibly, and an additional charger. Does anyone else notice this?? I personally know people who have done this. Not Right!! This is one reason why cost keeps going up. No receipt either???
this isn't an angry customer, this is just an average baby boomer
Customer had it for a month, he's a contractor not a home do it yourself and burned the crap out of the drill and now he wants a new one. Not to mention it was dirty as hell. How convenient. All we do is spoil the customer and say I'll be right back with a new one. Have a nice day! That's not what I was thinking. 😅
Vive les 2bpr1
Should have bought Milwaukee. Dewalt sucks.
It doesn't work "either" no "as well"
Don't work in any customer service-related industry. Problem solved.