This is very difficult. Yet helpful. I can tell it involves hardwork and techniques Been with costumer care for 4months, and have been struggling , getting across difficult costumers. as so grateful to have stumbled across ur channel.😢 very useful information 😊

Clearly a dude who has never worked retail lol

8 15

In the US, customers get violent when you try to calmly handle it, so usually that's when the f around and find out policy comes into play and they get removed from the store or sent to the ER. Had a guy at my work start hitting on people's cars and threatening to assault them because he couldn't back out of his parking space due to the drive-through line.

It not your script is useful or not. It how a company view their staff. In most company, they wont allow us to hang up or walk away

At least I understand the difference between Empathy and Sympathy now :) , I am big fan of your videos from past 5 years.

That's not the right way

What if you can't send a gift voucher?

wow.. disagree with the opening.. Why are we assuming that the employees did something wrong to start? Cause someone made a mistake and then someone else made a mistake? Nope , some people are just naturally rude.

I take another approach. Seems like too much of this makes for a case where bad behavior towards professionals is ok and acceptable. It is not. We are adults. So when you come to me and need help, and proceed to harass me verbally. You get no help and you also get to leave either willfully or with assistance from law enforcement. This results in one of the following. Either the person leaves and decides not to change and will not get what they want/need. Or they change and realize that behaving in such a way will keep them from what they want/need and they will change their behavior.

With my job, if the cx is talking to me nothing will make them happy & there is nothing we can do to fix it. I work for a 3rd party and I’m just the middle man. I get called everything but a little blue bicycle and I have to sit there and allow it. People just need to learn respect. And if you’re someone who acts like a jerk and takes it out on people just trying to make honest money 🖕

😊

telling an angry person to calm down is NOT a good strategy- it escalates them

The fundemental training is and I strongly feel this we have his money now just dick him around that's the long and the short of it they don't care never have never will

Being called names like "moron" shouldnt be ignored, I'm sorry. Sometimes, replying as politely as shown in the video makes us seem like "robot workers" and rude people think that they can keep talking like that with no consequences. No Brenda, you're either going to address me as a fellow human being or you can go home and kick a wall with a toothpick under your toenail.

So what do i do if they just insult me for no reason or are purposefully trying to disturb the peace in the work place? Or what do i do if the problem was there fault and not mine?

This was the most direct and professional solution I have found.

I can tell the person that made this video doesnt work pharmacy, we get so much abuse and there are so many things we cannot control, like meds out of stock and Doctos not sending the prescriptions

Ok

FULL VIDEO

🎉 great job did you design the video with Canva ?

Passing on customer feedback is crucial for business growth. It allows organizations to address concerns, improve products/services, and deliver exceptional experiences. Embrace feedback to nurture customer loyalty and drive success.

I think once the customer gets verbally abusive and calling people "moron" they have crossed a line. A person can very well be frustrated - who hasn't. We all know what it feels like when a business makes mistakes etc. But once a line is crossed to harassment and bullying , the customer can go outside and find a pile of rocks to kick.

This is so false lmfao. Just because a customer is angry or rude, it doesnt mean someone made a mistake. Most of the time customers are just entitled brats.

great content, unfortenatelly this is almost never applied to the real worl... because when you raise to your supervision they don care at all... so now you have to contact the customer with sorry nothing that we can do here...

This culture is exactly why we have a problem in the customer service industry, we apologise after being spoken to like garbage and now it’s just considered acceptable for people to be unnecessarily rude, well I certainly won’t tolerate it, I simply explain that to the customer that if they’re going to continue speaking that way they will have to leave. I’m over it.

Great info here, we really suffer with angry customers

This is true

Easier said than done, some are stupid to the core and think they're slave owners or something

En español

Oh I wish we could say that. Where I'm workin' at the moment makes me speak to people from all over the country, and the worst part is that we CAN'T say anything to them! Because they record the whole conversation all the time and will screw you up for the littlest things. Not to mention, our bosses are jerk.

I work in Admissions for a university. We are usually abused when we get applicants cheating the admissions test… 😂😂😂😂😂 I honestly don’t know how to handle these people 😂😂😂😂😂

Good

These cartoons are educative and funny

Is the narrator the same one from Kurzgesagt?

Hello 👋 Nice Informative Video Thanks for Sharing With Us 😊 Greetings

Great script for my boss

Hi. This was a training video you got at work isn't it? Yeah, me too. Thanks for stopping in the comments section.

Good in theory but impossible on the practice. I work in Chat Customer service and you need to take two chats at the same time for most of your shift. It's just not possible to fullfil all the metrics of the client. Most of your time in the case goes to document and almost nothing on the procedures. It's awful when you have angry customers and then the supervisors who are there just to judge you and not really help you. At the end you will be affected, because of the metrics, the overwhelming amount of chats. But no worries, because your supervisors " will be there to support you"

This would never work in the US. The customer will get even more mad and possibly attack.

Respond don't react

Do I need to have a fake accent ?

I work at the tills and I had a customer out of nowhere gave me a hard time, he was rude, entitled, patronizing and sarcastic (more so than the average customer) all while I was trying to be nice (I even gave him a free bag cause our carrier bags are expensive and really poor quality and he had quite a lot of heavy stuff). All throughout as I was processing the stuff he bought, I swear he was trying to get me mad or get a reaction or something. What can I do? I wanted to give a comeback so bad but I'm still on provasion lol. But also just made the situation worse. Its so disheartening working when you have to deal with people like that but hey that's life for ya, full of a hols and d heads.

Very impressive and informative!!

John... I'm going to have to terminate you

Hi I only listen to youtube music on my phone because I don't call the radio stations anymore. They take their own time to play a song when they get ready. I play music at home for me. Sandy Thank You for being so awesome.

Thank you

Just a bit of feedback here. I actually can not see the entirety of the last slide, as it is covered with an optional video/link. Thanks for the video. This is all great advice! In my experience, most customers just want to feel heard and know that someone cares about what they are going through. Listening and empathy are two big necessities when dealing with upset customers and being intentional about this often works. Admitting when you/your company are at fault and offering resolutions for mistakes you are responsible for is also very important.

I agree with my boy...GET ME MY GOT DAMN PART!!! 🤣🤣🤣

This is very good advice. It's important to stay professional and don't take things personally. Business is business. Empathize how if you were the customer, how would you be feeling?