Do you think when you are working in customer service when a customer gets overly nasty with you?

Question

you should be able to get nasty back? i know its part of working in customer service but when someone is just screaming at you about something you had nothing to do with you should be able to yell back?

Answer 1

Years ago I worked in a Super Kmart in Ontario (you know where that is probably) and ohhhhhh yeah, man did I ever feel like going balistic on a few unruley customers!  I kept my cool but I'll admit, it was super hard to do at times. There would be some customers that were as nice as they could be, then others? Ugh boy. If a customer buys a gallon of milk and it's bad when they get home after they make 20 more stops on the way home in 90 degree weather, when they bring it back, if your working and they remember you, it's automatically your fault it was bad..........and according to store policy, your to take the blame because the customer "is always right". Yes, I feel your pain and I think there should be guidlines to HOW MUCH a store attendant must withstand before telling it as it is. It's almost like they're allowed to verbally abuse you for doing your job! That's why I'm always nice to people in stores where I shop because I've been on the other side and know how it feels, especially when you have a long line behind them!

Answer 2

Yes, but because I hate people being in my face rushing them out as quickly as possible is the best approach.

Answer 3

You never yell back at a customer.  You reflect the company for which you work, so remember that.  If the customer is over the top then have a manager or supervisor deal with the problem.  Nothing is ever accomplished by a screaming match, so don't waste your time.

Answer 4

No, it's important to keep your cool.  Remember "The customer is always right" saying (even though I don't entirely agree).  I have been in the situation time and time again, and I say "I'm not sure what happened, but I'm sorry about that", otherwise getting nasty back will inflame the situation and could cost you your job.

Answer 5

actually, my husband is an Assistant Manager of an auto parts store... and just thought the other day that in retail/service jobs, there should be 1 day a week where you are allowed to just fire back at customers when they're dumb, rude, nasty, & down-right vulgar or screaming at you...

i worked a retail store for 2 years and always wanted to get nasty back... i think we should be allowed to. forget formality- ok i'm serving you, and *you're always right* even though you're *not*! but... i wouldn't talk to another customer like that if i was a fellow customer at that moment. it's all in you're *place* at that time, and at that time you're a *subserviant* person... BUT i don't think it should be that way, no.

we should be allowed to be like "Sir you're very rude, you *manical a__hole!*"" LOL

Answer 6

No.  You are being paid to put up with these idiots and their idiotic behavior.

Answer 7

No dont do that that is what they want. I go into extra nice mode and that winds them up even more, that way you get your own back without getting into trouble.

Answer 8

A friend of mine used to say "I'm sorry, I'm not paid enough to be shouted at like that. Please wait while I get the manager so you can shout at him." This worked brilliantly - she wasn't being rude or obstructive, indeed she was being helpful by immediately fetching someone of greater seniority to deal with the complaint. And it took the wind out of people's sails to such an extent that they were usually quite polite to the manager when he turned up!

Answer 9

Getting nasty back is probably not going to help you, or them, or the store, is it?

You should have the right to get the customer removed from the store, and the right to walk away out of earshot of the customer, but yelling back should be a last resort when you're feeling genuinely threatened.

Answer 10

I have worked customer service before and I must say being nasty back will not get you anywhere. You will have stooped to there arrogant level and what good does that do for you?

Trust me when I say I have felt the need to jump over the counter and ring some idiots neck but I have found out that the calmer you are, the bigger the smile you plaster across your face and the words you choose carefully will not only be your ammo to fire back but as our mothers would say....Kill'em with kindness.  It will drive them crazy!

So yes darling...Indeed fire back...but in a tactful way!