Any job working with the public has the potential for one of them to ruin your day. It has happened to me too many times. Just remember, the customer's always right
- until they're out of earshot!
In every customer service class I've taken or taught, that was the message. Be polite, be calm, be professional but be firm. Either they change their inappropriate behavior or you will not be there to talk to them.If someone is rude to me I tell them politely and calmly that I am not willing to tolerate their inappropriate behavior. They should call back, come back, or I will be back with them when they calm down. I'm happy to work with someone to resolve their complaint, but I am not their punching bag
Oh how true that is!!Originally Posted by Rockcat
Any job working with the public has the potential for one of them to ruin your day. It has happened to me too many times. Just remember, the customer's always right- until they're out of earshot!
Really--where did you get that book at?Originally Posted by Vibiana
I've been an executive secretary for the last twenty years. In my present job, because of where my desk is in the office, I also serve as receptionist for the organization. It's no fun sometimes, but like others have said, you just have to not take things too personally. Actually, it can be sort of FUN knowing you have control over how people relate to you on the phone -- you do NOT have to stay on the line while someone yells and calls you names. HANG UP. If people want to act like three-year-olds, they need to be hung up on and they can call back when they're ready to be humans.
There is a terrific book called "The Secretary's Problem Solver," by Charlotte Peterson, that I've treasured for a dozen years or so. It has word-for-word scripts for dealing with difficult situations, and if you can find it someplace, I highly recommend it. Hang in there!
Good for her for standing up to him!!Originally Posted by George'smom
It reminds me of the time that this customer came into the bank. He had a mood disorder (to put it mildly). He was giving the teller "Heather" a really bad time. He was cussing left and right. She calmly looked up at him and said, "I will not cash your check/wait on you if you continue to speak to me that way." Her refusal to help him worked in this case.
Ah, the flip side of that coin! I nicely told a teller one day that there was $500 too much in my account and that it must be a mistake. She was very snotty and said their bank did not make mistakes. I assured her that I knew the money wasn't mine and she got even snottier and suggested that I had forgotten I deposited it! RIGHT! At this point I asked her if I went out on the weekend and spent it and they later found it was their mistake would I have to pay it back which she said yes I would.Originally Posted by George'smom
It reminds me of the time that this customer came into the bank. He had a mood disorder (to put it mildly). He was giving the teller "Heather" a really bad time. He was cussing left and right. She calmly looked up at him and said, "I will not cash your check/wait on you if you continue to speak to me that way." Her refusal to help him worked in this case.
Oh my goodness! How could you FORGET about $500?! HA....and telling you that their bank does not make mistakes? Everyone makes mistakes, I would have been very upset with her!!Originally Posted by Yosemite
Ah, the flip side of that coin! I nicely told a teller one day that there was $500 too much in my account and that it must be a mistake. She was very snotty and said their bank did not make mistakes. I assured her that I knew the money wasn't mine and she got even snottier and suggested that I had forgotten I deposited it! RIGHT! At this point I asked her if I went out on the weekend and spent it and they later found it was their mistake would I have to pay it back which she said yes I would.
Several days later I went back in and asked if they had found the error. The reply (from a different person) was that yes, they had deposited someone else's money into my account.