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I know, I know . . . the customer is always right . . . or at least should be treated as if theyre always right. But, when and where do you draw the line?
The question comes up after talking to a frontline sales person Brandon Montour Youth Jersey , Ted. A few days ago, he had trouble with a customer. The customer was being vague and Ted simply asked for clarification. From then on the customer was rude and kept sniping at Ted. She even had a telephone call on her cellular phone and proceeded to talk about Ted and how rude?HE was to the caller. Then when Ted had to interrupt her conversation for payment, he was even worse than rude Ondrej Kase Youth Jersey , according to her. When he asked the customer to sign her credit card, a company requirement, he became a jerk?and an a_____e.?Ted says Chris Wagner Youth Jersey , I dont know what her problem was, but I certainly didnt enjoy being called names. I couldnt think of anything I could do to make the situation better. I felt so helpless.?br > There are two elements of this scenario. First of all, cellular phones: what are sales and service personnel doing about cellular phone calls? I was buying stamps the other day at the post office and the person directly in front of me was carrying on a conversation while the clerk behind the counter was trying to help her with a purchase. He didnt say anything to her Ryan Kesler Youth Jersey , but he did apologize to me after she left because it took more time to assist her than it should have. Lets hang-up on cellular phones for awhile and go back to rude customers. Personally Ryan Getzlaf Youth Jersey , I think once a customer moves into abusive behavior, they no longer deserve service. I dont like to be called names (even when it is told to a third party and not directly done like with Ted) and I would not subject any employee to this treatment, either.
I do think Ted handled the situation nicely. He kept his cool and got through the transaction. His next step should be to discuss the situation with his manager and let the manager draw the line and provide alternatives in dealing with rude customers. That way Ted is protected.
For rude cell phone users Andrew Cogliano Youth Jersey , I really like the simple touch of the sign. The sign says it all. It''s polite with a, "please." It tells the customer that we do want to serve them. It''s non-threatening . . . and it draws the line . . . someone has to.
Author Don Doman: Don is a published author of books for small business, corporate video producer Cam Fowler Youth Jersey , and owner of Ideas and Training ( ), which provides business training products. Don also owns and Human Resources Radio ( ), which provides business training programs and previews 24-hours a day.
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