WWYD - how to handle difficult customers

[supersop60]

My DD has recently (6 weeks) started a new job in a retail DIY type store. She's really enjoying it, except that she's had no real training in how to deal with difficult/complaining customers. Does anyone have any useful suggestions? (and please, not 'Did you mean to be so rude?')

It's also a good idea for her to read the sales of goods act so she actually knows the law on refunds. It's the most irritating thing in a shop when they say "you can't return that" when legally, you can

Thing is, it's not always the staff members at fault here. A certain major PC/electrical retailer were notorious for blatantly telling staff to refuse refunds, etc, on pain of losing their jobs - they simply ignored consumer laws and hoped folk would give up. The really determined might get their refund and an assurance that they'd "review training", but the next customer would receive just the same

I agree about politeness being the way to go, though; I've dealt with the public all my life and am told that my brand of extreme politeness can be terrifying

Puzzledandpissedoff

Exactly. A person working on a sales desk isn't empowered to change their company's policy so as to be compliant with the law. All they can do is what they have been asked to do.

I hope yer next shits a hedgehog!

The super sweet over-politeness is horrible and a sure fire way to aggravate the situation

Up to a point perhaps, and nine times out of ten "ordinary" politeness does the job. But when faced with someone really unreasonable or aggressive plan B can be a useful thing to have, if only in protecting staff themselves from allegations of rudeness

@Pengggwn
@Puzzledandpissedoff

It's not about changing company policy - people make up all sorts of crap when they're trying to return something, so knowing the law means you can tell then exactly why they are not entitled. And you can defend yourself against management if you do give them a refund.

If you're fired for it, then there is redress for that at a tribunal. But it really is only a few companies who behave that way. Often, it is staff error because they didn't know the law and simply stuck with the "you're outside of the 28 day policy" line.

Avasarala

Terrible idea to start arguing the law with angry customers. I'm not Clarence Darrow.

@Pengggwn

Plenty of times when I was working part time at uni in a shop, you'd go through the whole "sorry, but you can't return that unless it's faulty". And all you get in response is "I'm entitled to a refund, it's my right". It's very good to be able to say "I'm very sorry, but it's actually not unless faulty etc etc". Getting into an argument by going "yes" "no" "yes" "no" doesn't get you anywhere, but telling them clearly that they actually don't have a right to it does work.

Avasarala

Just not what I would do: "I am only allowed to refund if it is faulty, so sorry" - rinse and repeat.

Up to you what you do, though.

Most customers simply do not know the law, they think they do. Many companies offer exchanges/credit notes without proof of purchase when a customer has changed their mind, as a courtesy to the customer. So now many customers believe it is their right to have a refund/credit note and get quite annoyed if they do not receive one.

I agree in principle @Avasarala, but IME it's the company rules which hold sway and staff really don't want to risk disciplinaries, tribunals, etc - they just want to do the job, get paid and return to the rest of their lives, all of which is why it's the company's responsibility to train them properly within the law

You're right about customers producing "all sorts of crap when they're trying to return something" though!!

In my experience (having worked in retatil), simply pointing out to someone that they're being rude is enough to embarrass them and coerce an apology out of them. But rest assured OP, outright rude and beligerent customers are actually few and far between.

Cheers, all!

When I was a student I had many customer facing jobs and it was the hardest thing I’ve ever done, way harder than teaching. The issue is you basically have no authority as ‘the customer is always right’ so no matter how rude someone is, you have to keep that inane smile on your face and be as polite as possible whilst internally screaming “YOU CUNT.” Hated it.

She will either get used to it or come home raging/crying a lot and quit.