Dealing with angry customers

[Trajan]

Originally Posted By: PandaBear
Those who said customers are always right have never dealt with customers.

There are people who aren't worth doing business with because they are too cheap or cause a scene, in those cases it is better to politely tell them to [censored] off and leave.



I've said it before. The customer is *not* always right.

 

[HTSS_TR]

Originally Posted By: Falcon_LS
"even Mercedes plugs are cheaper". We have a '05 ML500 in the household, which has twin spark plugs per cylinder that cost $8.80 each.

My '00 E430 needs 16 plugs too, at $5.xx online or $8.xx at dealer changing plugs on previous generation MB is costly.

Be nice with part counter person does pay off; I bought 10 liters of MB ATF at dealer 3 years ago, the price in computer was $10.xx/qt, I told the part person that the list price was $7.xx and asked if he can give some discount, he lowered the price by 10%, $10 isn't much but it's better than nothing and the only cost was asking nicely.

 

[aquariuscsm]

Originally Posted By: CivicFan
You know, it's the customer that pays your salary. The business world is littered with companies who treated their customers like garbage.


I call bee-ess on this one. It`s a privilege for the customer to have a place to supply him the goods he wants. When I get customers who have problems with the store and/or products,I do everything in my power to satisfy their needs. BUT,when a customer takes a personal stab at me (i.e. name calling,disrespect,profanity,etc) they end up either dealing with the police and being escorted in handcuffs out of the store. There`s NEVER a reason for someone to act "common" in a public place. The customer is not always right.

 

[CROWNVIC4LIFE]

Originally Posted By: PandaBear
Those who said customers are always right have never dealt with customers.


Ain't that the truth!

 

[MetalSlug]

Originally Posted By: CROWNVIC4LIFE
Originally Posted By: PandaBear
Those who said customers are always right have never dealt with customers.


Ain't that the truth!


usually your boss is the one that say " customers are alway right " dont matter wat u did is wrong or right. I hate it when that happent.

 

[Samilcar]

Originally Posted By: Dave Sherman
At my first job at Radio Shack I had a customer trying to be irate, but turned out it was a smokescreen because she was trying to steal from us.


This was usually the case at my one and only job in customer service (grocery store cashier). If someone was loud and irrationally irate right off the bat, they either A.) Wanted something for free and were hoping that by causing a scene you would give in just to be rid of them, or B.) Were intentionally creating a diversion to allow a 2nd person to walk out the door with shoplifted goods.

 

[Mr_Incredible]

I often remark that my job would be awesome if it weren't for all those dang customers. Still, they keep me rolling in the dough, and I've gottn mighty used to eating regularly after all these years...

When you walk out the door in the morning to interact with the world there's an expectation of cooperation, outbound and inbound. Sure some people have bad days, had 'em myself. But natural born aholes deserve what they get. You'd think they'd have learned by now, but some people go to their graves without the lightbulb over theior heads even flickering for a moment.

 

[demarpaint]

I've been in one form of sales or another all my life and dealt with some real beauties. In fact I was called upon many times to handle irate customers when I was selling cars, I enjoyed it! I think you handled it well, in fact perfectly. When they argue price and claim they can go elsewhere for less, let them go. If you want to add something to stir things up tell them the price they are getting is better than the price you buy it for, and thank them for a source for cheaper inventory, LOL that will get the customer PO'ed, LOL. Fire needs fuel to burn, if you don't fuel it, it will go out.

As a side note I was called up by a customer and he threatened to kill me, then he said he was going to blow up the trailer for the used car department. I asked him to do it on a Tuesday. His reply was [censored]? I said I was off on Tuesdays, but if he came in on Monday I'd be happy to help him. He laughed and was no problem at all when he did come in.

I could probably write a book about dealing with the public, maybe someday I will.

 

[HTSS_TR]

Am I wrong in this situation ?

About a year ago Pep Boys paper and online ad shows Peak Professional Lifetime antifreeze concentrate at $2-3 a gallon after $7-8 per gallon mail in rebate, limit 2 gallons. I bought 2 gallons online with local pickup, I print the receipt and took it to the store. I showed it to the cashier, she told me to go to the antifreeze shell to pickup 2 gallons, when she rang it up it shows the full price of $27-28 a gallon, not the sale price of $9-10 a gallon. She then told me the sale price was actually the Peak all-makes not the Professional Lifetime, the picture and the descriptions on the ad was wrong, the part number is the all-makes.

I said no-way, I had no idea what part number for which antifreeze, all I know was the picture and the description clearly showed the Professional Lifetime, I asked to speak to the store manager to see what he can do to correct the problem, I said to the cashier that I didn't drive 20 miles round trip for nothing.

The store manager first said it was an error in the ad from the corporate, nothing he could do. I told him that "Fault Advertising" is against the law, if the ad clearly indicate the sale price of a product they have to honor the price, otherwise I will complaint to the county/state DA, BBB and other agencies. He then instructed the cashier to enter the code of 2 gallons all-make but let me take the 2 gallons Professional Lifetime and the mail in rebate coupon.

Looking back, I think their ad was an error because there is no way they can discount a regular product more than 50% and still make a profit.

If you know the price and/or the product in the ad, print ad or online, is an error do you still demand the store sells it to you at that price, before they have a chance to correct the error ?

PS I wasn't angry or raised voice when talking to either cashier of store manager, I just asking for the 2 gallons Peak Professional Lifetime at the price on the order form I print from online with a firm voice.

 

[hr1940]

Customers are just people and some have a sense of entitlement and a chip on their shoulder. We had a customer that was so bad that she had to go to Dallas to buy a new car because the local dealerships would not acknowledge her presents. We sold her a top of the line GE washer and dryer. At that time they had a satisfaction guaranteed program. After 2 weeks of daily trips to her house for imagined problems. Tony submitted a claim for her and when the check came in (for the total purchase price) he took her old washer and dryer back to her and picked up the GE's. She ask him what should she do since the other appliance store would not sell to her. He told her she would probably have to go to another town or out of state We lived in NM at that time. People do not realize that if they treat the sales person or customer service rep. with respect they will receive the best service possible.

 

[Dave Hess]

If you were closer I have a jug of unopened Peak Professional Lifetime antifreeze concentrate (black jug) I would give you for free.

Some people feel special when they give another person a hard time especially when they work in customer service..... knowing they would complain to the store manager if they didn't get what they wanted.

 

[sciphi]

There's a difference between driving a hard bargain and being cheap. The one is where somebody is politely working out a deal with the expectation that it might not work out, and to be polite no matter the outcome. Both parties might need something from the other in the future, and it doesn't pay to make each other mad. Being cheap is expecting the other person to meet their price no matter what right now, at the expense of any future work/service.

 

[beanoil]

Originally Posted By: CivicFan
You know, it's the customer that pays your salary. The business world is littered with companies who treated their customers like garbage.

While I agree that the customer pays my salary, I would also say that the business world is littered with customers that treated their vendors/business partners like garbage also. Could explain in part Civic's statement. Once or twice, as a matter of good will, I will go over and above what a contract clearly spells out is covered or not. But when the customer demands ridiculous things, or coverage well outside the contract that they agreed to, it is sometimes in the vendors interest to cut them loose to remain profitable, and have resources to cover the other obligations that make the money.

 

[stroked93]

Never let the situation get bigger than the relationship.

 

[JHZR2]

Originally Posted By: Falcon_LS
Originally Posted By: CivicFan
You never tell a customer that you do not want his or her business. You live in Middle East, and it must be a big no-no in Kuwait as it is anywhere else I have been in the region.

Is the dealership American owned? I would be surprised to see such poor customer service if it was Arab owned.


The dealership is Kuwaiti owned, although there is a fine line that the customers are expected not to cross. Calling someone a thief (or any other insult directed at an employee), just because they work there, is actually grounds for a lawsuit. In the public sector, this sort of treatment has zero tolerance and he would have gotten a six month prison sentence.


Isnt "negotiation" big in Arab countries? Like bickering over price? Calling someone a thief as an insult is no good, but getting a bit heated is part of the play?

 

[The_Eric]

Originally Posted By: hr1940
Customers are just people and some have a sense of entitlement and a chip on their shoulder.

Ah yes, the sense of entitlement... IMO, you are only entitled something after you've earned it (respect not withstanding)...


Originally Posted By: hr1940
People do not realize that if they treat the sales person or customer service rep. with respect they will receive the best service possible.


I agree. No matter where I've gone, be it Subway, Verizon, or a dealer (for parts), I've gotten good service and often times a discount, even though I NEVER ask for one. However I always treat them with respect and have a positive attitude.

 

[hattaresguy]

I used to work in retail and told off a number of jerk customers. I'm paid to work not bow down to some idiot.

Now if they [censored] me off I just won't deal with them. I either won't sell them a house, or if I do I will deal only through my RE agent or attorney.

Also I found people who are jerks talk big and like to throw around how they are going to sue, but the fact of the matter is legal action is expensive, and at the end of the day I am legally right, have deeper pockets, and attorneys on retainer who work for less than their attorney's will. So their balls shrink when they talk to an attorney. Lots of people are just all smoke.

I find the loudest individuals are in reality the smallest and most insecure. Being loud and complaining gives them a sense of importance.

 

[sciphi]

I do my best to treat people how I'd want to be treated. It works out for me and them since the issues I have usually get resolved quickly and politely. It's hard sometimes when something really gets me going. Staying polite is worth it in the end.

As my parents told me, save the screaming for saving a life.

 

[demarpaint]

A sat through a Sandler Sales Seminar many years ago, and one line that stuck with me was this: "All customers lie". Ain't that the truth. LOL

 

[Trajan]

Things are changing at one convenience store chain. Give a long time customer a free cup of coffe, you get fired. No shoes/shirts no service. No longer valid.

Pretty much any thing, no matter how trival, can get you fired. Even a call to the complaint line that you refused to sell tobacco, (and they will not believe the caller is a minor.)