Archived Screamed and cursed at by 3 consecutive guests :/

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ttyylll

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im a gsa at my store and i had noticed that our guest service line was getting a bit long. I went over to help thin it out and nothing could prepare me for what was about to happen. Okay so i get a guest who ordered something online, problem is it was missing a piece and we didnt have any others in the store, i explained the situation to her and she was quick to tell me how I and this store sucked. I told her she would get a cancellation email but she wanted some other proof that it was cancelled, i literally could not give her anything else and i explained this to her. So she gets her husband on the phone who also continued to scream at me on her speaker and tell me that i sucked. While this was happening my guest service team member got a guest with a particulalry large chip on her shoulder. There wasnt even anything wrong with her return but she would literally curse at him whenever he asked her for info about the return. She had purchased something too, one small thing and my team member asked if she wanted a bag with it. She then said “Fuck you of course i want a fucking bag”. At that point i intervened and told her sternly not to talk to my team like that. I bagged her item and told her to have a nice day and she said to me “fuck you bitch”. Again while this was happening the old lady and her husband on the phone were also both screaming and cursing at me because they didnt want to check their email for the cancellation email. Anyway im on my half now, literally shaking. Told my lod what happened. Why do guests act like this?
 
I'm sorry that happened to you.

Assholes gotta asshole. Try not to take it personally.
 
NKG said:
Some people complain at anything and will take it out on literally anyone. I always say have a good day and it pisses them off but kill them with kindness right?
Click to expand...

Yeah i try to do that, but there are times where the over whelming anger they can make you feel makes it tough. That being said I didnt react to these people except asking one customer not to speak disrespectfully to my team member, which wasnt mean but maybe a little stern. Its true though the “have a nice day” i threw in as they left only seemed to make them angrier
 
As long as I've been in retail, I have come across down to earth people, some having a bad day, and uneasy people. Orders get automatically dropped after 3 or 4 days if the system cooperates. I've been at the forefront of customer service. Sometimes you can't please everyone. The thing I like to do is smile and acknowledge their issues. Follow up with "Yes, I understand," and apologize. Try to get someone to step in to continue helping the other guests. Pull yours to the side. The best thing that you can do is partner with Salesfloor or Backroom (if you still have a team) to try to locate another unit. This happens every once in awhile at my store. Sometimes our guests do not pick up their orders in time and get mad at our GS team. I usually try to locate an item for them within reasonable time. If it's an online (NC-instore) item, I redirect them to the online service so they can resend/refund the order.

I'm not a firm believer that the "Customer is always right," especially if they are acting like a baby. Treat others like you want to be treated. I like that phrase up above, "Kill em with kindness."
 
Thunderbird1956 said:
When de-escalating try "I hope your day gets better."
Click to expand...
One of my baristas said this to a guest after remaking a drink the guest had ordered wrong.
The guest responded with "Well, I hope YOURS gets f**king WORSE!"
 
As much as I want to be a bitch and give some snarky remark back, killing them with kindness always makes me feel like I won in a weird way.

I had a lady throw a temper tantrum on me the other night because the guest in front of her had a million coupons, cartwheel wouldn’t load, price challenges (that were wrong), etc. This lady the entire time I was ringing the guest in front and her up had something to say to me. I apologized, told her I understood her frustration and to have a nice night. The next day her husband (he was with her) came to exchange something next day and I happened to be at guest service. He was so so embarrassed and apologized like crazy for his wife’s behavior. It felt like a nice win for me.
 
Last time I had a guest drop the f-bomb on a TM, I escorted them out of the store with AP and trespassed them off the property. Gave them the option of dealing with me or the cops. Cursing at someone like that is considered a verbal assault in my state.
 
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