SELF DEFESNE IN THE WORKPLACE: Dealing With A Jerk For A Customer

Well, as an employee, I often find it very easy to say "This guy is a jerk! Why
don't they tell him to go to hell." Unfortunately, we live in reality, and this
is not done in most cases. In most retail and/or service businesses you must
worship each and every customer. The best advertisement and business can have
is a happy customer. Of course you will run into customers that will never be
happy. That is of course until they get something for free. I find that 90% of
the people out there who act like they are unhappy with your company for some
reason are looking to get something for free. There are two ways you can deal
with someone like this.

1. Ignore the penny pincher and he will either go elsewhere or live with
whatever you have deemed sufficient for your arrangement with him.

2. Give him something at cost, and see if that appeases him. Usually this will
work. If this does not work, then they are either genuinely angry with your
company for whatever reason, or they aim to take you for everything they can
get. Lose them quickly if possible.

If worste comes to worste and you must lose a customer then you must at all
times deal with this in a professional manner. NEVER tell the customer off. You
could put it something like this. "I am sorry we were unable to satisfy your
needs, it appears you are looking for something beyond what we can supply you
with. Why don't you return the product and we will refund your money, and that
will leave you open to do business with another compant, unless of course you;d
rather continue doing business with us under our policies."

The customer is always right, except when it comes to your wallet. You are in
business to make money, not to give something away for free. Anyone who would
even suggest you GIVE them something is obviously of bad character and is
assuming that you are craven and desperate enough for his business to grovel
for his money. I personally would never sink that low. I'll leave that to the
car salesmen of the world.

Never let a customer yell at you, swear at you, or otherwise insult you or your
company. When you allow this, you are showing your company to be weak and
unresponsive when under pressure. They lose respect for you that way. If you
run into a customer who is anti-social simply inform them that you will not be
spoken to in that way and they can call back when they have gained their
composure. Hang up if you have to. They will call back and apologize most of
the time. If a customer came to you, it is because you are offering them
something they want. This should give them an open invitation to control you or
your employees verbally or physically under any circumstances.