Customers not happy n shouting at my sales staff,wat shld i,the store manager do?how do i defuse the situation

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DeathStar

To defuse the situation, you have to find out clearly why is the customer so angry. Theres a reason why she is shouting at your staff.
And since the customer is very angry, you have to let her do the shouting till it finished. You have to bear with it and listen to what shes saying. When she has calmed down, try to say statements like " I understand that you are very upset...." or Yes..... Anything for empathy. Then, she will slowly cool down.
After that, try to resolve the problem. If there's any misunderstanding, just clarify it but if its something like going against the terms and conditions of the company and that you cannot give in to her wish. You have to politely explain the condition slowwwly. The words "Sorry" and "I apologise" can calm them down.
After that, just say thank you and i will feedback it to the management. Tactful manners and respect for the customer will do the trick.

From somebody who
"encountered a lot of difficult customers"

âˆ«e mousquetaire XVI

well you put on a leather jacket, put a cigerette in your lips, step out, and tell them the situashooo, u say'' this is my shop, and this is the situashon'' lmao.....and the implicashon if u dont respect the rules, is to get your as* beat.
then put out the cig, and walk back into the back of the shop

Jumpin' in the Dark

You undergo a management seminar and employ what you learned into managing your subordinates. Usually problematic subordinates are the result of a lousy management, therefore customers who are not served well tend to complain. If your and your subordinates do not know how to handle the situation well (dealing with the irate customer in an unprofessional, nasty manner) then you can expect word to get around regarding your service quality. Therefore however cheap you may sell your goods nobody will come into your store anymore. Customers like salespeople who are polite and helpful but not pushy, can give them correct information as to quality and use of the product, the store policies in exchanging and returning. A smile and quick response to customer request usually gets good results.

Linda

Ask your staff to stop and talk to the customer. Invite him to your office and find out the reason. Your decision will depend on the customers' complaint. Then do some compliments or special treatment if you find out that its your staff fault. Then if it's really the customers fault, explain properly and very well the rules of your company.

Nano

idunno how u became the manager

Rishikesh

you cannot change your customers..AS CUSTOMER IS GOD.. so you could either send your staff members for a etiquette training or simply fire them. and if the problem is regarding the stuff in your store simply go for better goods. but remember customer is god. no way should they be unhappy or it wont be long until you are fired.
Best of luck.
Cheers

sadloner07

First you must know why they are angry. Then try to resolve the problem from their?

vibal

It's your responsiblity to reach out to the customers as the store manager. Your sales staff are your assistants. They have no obligation to make customers feel at home. They are there to accept purchases, orders only.
If you cannot do your job, quit.

q6656303

take the customer away from staff and find out why .... customer has a problem deal with it

PinkAce

Always counter anger & aggression with the opposite - calmness & politeness. This makes the customers feel bad & small after realising they look foolish shouting & screaming.

Big Bobby Clobber

Find out what the problem is. If you are the really a true manager, then this should not be a question.

Perhaps the store manager needs to be replaced.

Anony_Q

Take them away from their audience. If they are yelling in a crowd of people and you ask them to come with you to resolve the issue - they'll calm down after a while.

john

you dunno how to handle it? before you became a store manager, you should have a training in customer servicing and proper handling of irate cutomer. you should be demoted if you don't know how to handle it!!!

Ta Dah!

It mystifies me as to how or why you were given the position of manager if you really can't handle this type of situation. Taking them to your office or some other place to take away the audience is helpful but either way what you need to do is give the customer recognition of their emotions by saying something like "I can see that you are very angry about something and I want to help you with that." This should calm them down at least a little. Next, ask them what the problem is if you don't already know, then ask them what you can do to make them happy and do it.

Mnementh

Kick him out.

moneymonkey

hire the customers....lol

purpledeucegirl06

Find out what they're not happy about. If it's something that you can change then change it. If not, then ban them from your store.

jon D

Let him or her shout for an hour, if he/she come close to a heart attack calm him/her down....then talk to him/her calmly.....now you see what happen when you do this......shouting and everything..... Until you convince the customer it's not right to shout every time and become angry. OK

Marilou E

First ask your staff and the client to step in to your office so that other clients will not be destructed for as you've mentioned the client is shouting. Then ask the client as to what had happend and address the problem right away. By this way you'll defuse the situation.

Bud B

From my experience in dealing with sales people in the Philippines is 99.9% of them lack any sort of training at all. So your customers are probably getting lousy service and loosing thier temper. So, train them properly. Tell them be truthful (haha) and say "I don't know, let me find out" instead of just making up something or automatically saying "out of stock". Filipino's are among the nicest and easy going people in the world, but thier fear of losing face makes them pretty bad when it comes to actually helping out a customer.

I hope no one takes this as that I'm talking bad about any one based on race, as I promise that is not my intent.

Bud

joniver j

CUSTOMERS ARE JUST CUSTOMERS. THEY COME AND GO. YOU CAN JUST TELL HER/HIM TO GO AWAY IF HE DOESN'T WANT YOUR PRODUCT. YOUR SALES STAFF IS MORE IMPORTANT. TRAIN YOUR STAFF THEN FOR BETTER SERVICE.

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