do you think customers should be able to curse and swear at us .do you think managers should ask customers to leave our store when they hear this happening. shouldn't we have the right to a non hostile workplace and shouldn't the managers protect employees and other customers from this kind of behavior in the stores!! there should be laws to protect workers, the world is a very violent place, you never know what could happen.OH HELP US GEOFFERY FEIGER
I have encountered irate customers. Keep in mind, you're working with the General Public and although it is very frustrating sometimes, be thankful you have a job. I am not trying to preach to ya here because trust me, when a customer is rude to me, I'll be the first to admit, I get to the boiling point very quickly. Just do your job, and if it is an ongoing problem, contact your manager. Good Luck!
Say to the customer, "Excuse me for a second." Walk away to get a supervisor (or page a supervisor). Let the supervisor handle the irate customer. You don't have to put up with their abuse. Just let someone else handle the situation.
Say to the customer, "Excuse me for a second." Walk away to get a supervisor (or page a supervisor). Let the supervisor handle the irate customer. You don't have to put up with their abuse. Just let someone else handle the situation.
Yep. A csm is a good choice, or page for a salaried manager.
Say to the customer, "Excuse me for a second." Walk away to get a supervisor (or page a supervisor). Let the supervisor handle the irate customer. You don't have to put up with their abuse. Just let someone else handle the situation.
yep, thats what they get paid for, i don't .
i never tolerated such nonsense when i was management at mcdonalds.
but you miss understood.... the manager was the person the customer was talking to, she was talking to the manager saying "that f.... fat ass b.... over there (and she pointed at the employee), and that mullet headed b.... over there (and pointed at another employee).
my question was should the manager have interupted the customer during this and stopped it!!
maybe saying, please ma'am you can't talk that way here in our store.
maybe saying, excuse me lets step outside to discuss this.
what the manager actually did was, give the customer a gift card for i beleive $10.00 in reward of her bad behavior, and then escalated the incident by disciplining one of the employees on the fornt end infront of the other employees and customers and one customer even stopped to defend the employee to the manager but the manager didn't care about that.
I always gave customers one chance to calm down before I sent them packing. In person or over the phone. I always said the same thing to them: "Sir/Maam, please do not use that type of language with me. If we cannot have a civil discussion, I will not be able to help you or the situation." They do it again, I hang up or inform them I am no longer able to help them. Howver, to cover my @ss, I always sent an email within 10 minutes of it happening to a guy in the division office that was in charge of customer issues with complete details -what happened, what was sad, dates, times, witnesses, the whole bit. The first few times he did call to verify my story, but after that, he usually didn't. As a manager, I won't take swearing at me, and definitely won't stand for it towards an employee, no matter what they have done.
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My views don't reflect those of anyone, not even me. I may not have even made this statement. It's all lies, all of it!
but you miss understood.... the manager was the person the customer was talking to, she was talking to the manager saying "that f.... fat ass b.... over there (and she pointed at the employee), and that mullet headed b.... over there (and pointed at another employee).
my question was should the manager have interupted the customer during this and stopped it!!
maybe saying, please ma'am you can't talk that way here in our store.
maybe saying, excuse me lets step outside to discuss this.
what the manager actually did was, give the customer a gift card for i beleive $10.00 in reward of her bad behavior, and then escalated the incident by disciplining one of the employees on the fornt end infront of the other employees and customers and one customer even stopped to defend the employee to the manager but the manager didn't care about that.
oh yea they do get rewarded. give them a discount or even better a gift certificate. it sometimes is a stab in our backs when they do these things. like hey we're grown adults and can normally handle these circumstances. then the manager's go a complete 180 on what we just did. pisses me off...
anyway, when a customer cusses out one of my employees (and yes i am not currently a manager for those who are counting ) i will most certainly stand up for my employee and deflat the situation quickly. i will step in and tell the customer that we work very hard for each and every customer who approaches our counter. i tell them it is inconsiderate. i also try to find out what exactly it is that they want and expedite their order to get them out of the way. usually other customers will say what an ass that person was or tell me what a great job i did handling it. i then go back to my employee and appologize to them for what they had to go thru and let them know that i will alway protect my staff.
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I am no longer part of the oppressed, evil workforce of Kroger! Can you say "Hallelujah"
That's usually the way a good manager would handle things. Sounds like the manager that magician89 got was either uninformed or just didn't care about his employees.
The manager should have told her that there was really no need to swear, took care of the problem, and sent the customer on her way with little more than just an apology. She should have never gotten a gift card.
There was a man that came in our store this past Friday. He went to customer service to Western Union. He was on his cell the who time cursing and really obnoxious. We were very busy if I would have had time I would have gotten a manager. Poor girl at Customer service she was up there all alone other supervisors was on a register. After he left I just asked her what his problem was. She smiled and said I do not know.
.do you think managers should ask customers to leave our store when they hear this happening
. shouldn't we have the right to a non hostile workplace and shouldn't the managers protect employees and other customers from this kind of behavior in the stores!! there should be laws to protect workers, the world is a very violent place, you never know what could happen
.OH HELP US GEOFFERY FEIGER
) i will most certainly stand up for my employee and deflat the situation quickly. i will step in and tell the customer that we work very hard for each and every customer who approaches our counter. i tell them it is inconsiderate. i also try to find out what exactly it is that they want and expedite their order to get them out of the way. usually other customers will say what an ass that person was or tell me what a great job i did handling it. i then go back to my employee and appologize to them for what they had to go thru and let them know that i will alway protect my staff.
