| Offensive comments by customers? | |||||||||||||||||||||
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Joined: 01 Feb 2008
Posts: 546
| Posted: Sun Sep 28, 2008 12:20 pm Post subject: Offensive Comments by Customers | |
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Have you ever had a customer offend you from the get go? Yesterday I had a customer come back into the store to buy a certain product. This guy had observed one of my counterparts as he sold some stuff. I went up to the customer and and offered to help him with his project needs. In front of my ZM the guy says, "I'll just wait for the other guy he seemed to know his stuff". I guess I had a shocked look on my face because my ZM knew that I was ready to cold clock this butthead and walk away. Since when in the hell should the fact that one of my male coworkers knows his stuff mean that I don't know as much or more? I don't usually allow customer comments to bother me but I'm having difficulty just dropping this one. This guy assumed that since I was female I wouldn't know my stuff.
How do you deal with customers like this at your store? |
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Joined: 22 Dec 2007
Posts: 461
| Posted: Sun Sep 28, 2008 2:38 pm Post subject: | |
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Could just pass the stuff and say this zm is his boss...anything he knows this guy must know as well...
I don't assume anyone knows anything because much of the time if you just read the box to someone they get pleased. some guy got pissed once when I did that. "Have you used these?" um no THIS is the job. Some people think that all these license tradesman and stuff work in retail...they don't. It was tried with lowes pros and it didn't work. Free advise is worth what was paid for it. Anyway the liability is too high. Either they are a diy'er or they want a install. And ignoreing the books doesn't help either. If someone can't pay $50 for pictures and detailed plans on how to do something they are not serious about home improvement. |
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Joined: 07 Feb 2008
Posts: 210
| Posted: Sun Sep 28, 2008 4:24 pm Post subject: Re: Offensive Comments by Customers | |||
I work in Flooring where we're almost an even split. Myself and another male as Specialists, our Team Leader is a female and we have a male and female CSA. If I ever see a customer ignore one of the females to ask me a question, I'll always go back to the female associate and ask her for her advice. Doesn't matter if I know the answer or not, down deep it makes the customer feel like ass. |
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Joined: 07 Jul 2003
Posts: 110
| Posted: Wed Oct 08, 2008 1:37 pm Post subject: Re: Offensive Comments by Customers | |
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[quote="rwarchol. If I ever see a customer ignore one of the females to ask me a question, I'll always go back to the female associate and ask her for her advice. Doesn't matter if I know the answer or not, down deep it makes the customer feel like ass.[/quote]
What a great answer. More importantly tho, you make your fellow associate feel great. I can't remember, is that called TEAMWORK? Great job!! |
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Joined: 31 Jan 2008
Posts: 23
| Posted: Thu Oct 09, 2008 1:28 am Post subject: | |
| Depending on the severity of the offense I have my memorized "canned" response. Here goes; "Sir or Maam, I'm sorry but my obligation to provide you customer service has ended please seek a member of management or another associate if you require additional assistance." A polite way of say FU!!!!!!!!!!!!!! | |