Like if a customer becomes rude because they didn't get their way, starts calling the manager names, can the manager just refuse to help the customer and just walk away? Like a basic F-U to them.
This happened recently. The customer said they would call corporate and then demanded to speak to a store manager about this. Store manager came down and groped their ego and apologized to them, and gave them what they wanted. Customer still said they're never coming back to this store.
Depending on the situation, the CSM should try to deescalate, but if needed they should have politely stated the facts and what they are able to do. If your Store Managers didn't also do the same, then most likely the CSM was not correct or didn't try to "Make it Right" within reason. I cant say a customer has never made me just need to leave the situation, but if your not owning the situation, most customers good or bad, will be ALPHA. With most escalated situations, you have to own it and show your knowledgeable and in charge. In stores like yours, the issue customers need to know your nice, but not a pushover.
I have been told that you do not have to tolerate a customer that is cussing/verbally abusing you. You can walk away and ask another associate to handle the customer or call for store management. I have had a previous store manager tell a customer to leave once cause he just continued to cuss and yell.
This is true, but not the same with a CSM, you have to at least play it off as your unable to accommodate the customer but the Store Manager can assist (then politely walk away).
Many years ago I worked for Menard's (a mid west home improvement chain). We had a mid eastern rich guy flip out over a problem with his order delivery; he started chewing on us staff in the warehouse---the foulest language you've ever heard. Went up the ladder to the area supervisor, his behavior escalating.....finally the store manager showed up. Here's what happened:
(SM) "Hi, what seems to be the problem?"
(mideast Prick) "You are all sons of the biitches!! You all eat the shiit!! You all---"
(SM) "Is that your copy of the order?"
"YES! NOW YOU WILL FIX, YOU ARE PIECES OF THE SH---"
(SM snatches paper work out of his hand, casually rips it into shreds, drops them at his feet. M.E.P. is horrified)
(SM) "Now. Get out of my store. We will not tolerate that behavior, and we will NOT do business with you. GET. OUT."
Not at my store, we dont tolerate bull**** like that. I had a customer scream at one of my service desk employees. I informed her that no one would do a thing for her until she apologized and asked nicely. You shouldve seen the look on her face! She did apologize, and she asked nicely. I had a customer this morning cuss at me because I would not authorize him to cash a $500 check without ID. I told him to leave, when he refused our loss prevention people escorted him out of the building.problem solved.
Yeah I think the way csm's respond should depend on the store. In my last store, which is a small store in Dayton, we had some crazy customers who would cuss out the csm's if they didn't get they're way. Some of those csm's had to be a little rough around the edges because they shouldn't be told to put up with abuse. At least when I was there, our store manager didn't put up with that crap and I'd seen her tell people to get out too.
yeah we give away so much stuff. i could, if i were not an employee, make up some coupon that im supposed to have off, or get the wrong things, wrong sizes and have the cashiers punch in what "should" be off. i started to be anal retentive until store manager asked me to give people coupons for good customer service. me, if they dont fulfill the requirements i dont want to give it to them. working on the front end you meet a lot of greedy people
At our store we don't tolerate rudeness or harassment of any kind from a customer. Store manager the other night almost tossed out a customer who specifically came in to harass our night closing utility clerk-they see incidents like this as a safety issue for employees and other customers
Same as above, if our managers see or hear about it, they and LP haul the custy out the door or call the cops and have them deal with them as it's considered the same thing, a safety issue.
