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/biz/ - Business & Finance

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54708504 No.54708504 [Reply] [Original]

How does biz handle the emotional impact of angry customers?

I run a small business and we serve 4 or 5 customers a week. Every few weeks we will get a crazy customer who is pissed off for an incredibly small detail and goes on a rant on me. Then I have to argue with them, maybe offer a discount, etc... It's a hostile situation and I lose in some way no matter how I try to deescalate it.

I've been in business for 10 years and I'm mentally prepared for how to handle the angry customer process, but it still gets me down when we have a customer freakout. Like it ruins my mood for a few days and I feel like quitting. It's not a case of a bad service, we are very highly rated in town, it's that 5% of customers that just wants to complain no matter what.

>> No.54708524

You now understand why middle management positions exist. Hire one to deal with this bullshit so you don’t have to directly.

>> No.54708538

>>54708504
Try working in a call center I serve 200-300 of angry customers per day

>> No.54708564
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54708564

>>54708504
I've just told them flat out
>well wtf would you have me do?
Just like that. Like literally imagine the roles were reversed, make them think for a second.

It still makes them feel empowered because than they can say how they'd do things differently.
It defuses the situation.
It lets me express my limitations without pissing them off further.
I don't have to be particularly nice, but don't have to be reddit "I kicked him out of my store and the whole retard bus clapped"

>> No.54708566

>>54708504
I worked in a call centre and lasted 1 year because I eventually had enough and told a customer to fuck off

>> No.54708567

>>54708504
>emotional impact
Why are right wing incels the most emotional people alive?

>> No.54708568

>>54708504
If you run a small business then it is in your power to tell them to go fuck off. That's the whole point of running a business, so you don't have to worry about some asshole above you wagging his finger. Why would you want to do business with some crazy bitch who calls you screaming about some minute detail anyway?

>> No.54708570

>>54708564
Yeah this doesn’t work

>> No.54708586

>>54708504
Stop treating your bad customers well, most people think you need to keep every customer but you actually want to filter out the troublesome ones

>> No.54708616

>>54708568

I think I worry about them going online and leaving a bad review. Then the bad review leads to less business

>> No.54708722
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54708722

>>54708504
I've only had one unsatisfied customer. This woman was a problem client from the get go. I basically just said "I did everything that was required of me as stipulated by the contract we both signed." She was upset I didn't go "above and beyond" and do a bunch of free shit because the job got done ahead of schedule and under budget. Even successful ebay sellers have 99% positive feedback, there's always going to be some retard on a warpath but I say don't enable them with discounts and free shit, that's reserved for people I enjoy doing business with.

>> No.54708785

>>54708616
You can leave responses to reviews as well explaining your side of things. Plus with most review sites if they mention your name in the review you can get it taken down.

>> No.54709171

>>54708538
Lmfao do they have air conditioning for you or does it smell like the ganges at your job

>> No.54709204

>>54708504
>But but biz lets said be your own boss!! Reeeeeeee!!!

Lmao, you have to deal with new bosses every day. As a wagie I only have to deal with 1 and she sucks my dick.

>> No.54709337

>>54708504
I use the CALM approach.
CLARIFY
ASK
LISTEN
MOVE FORWARD

Sounds cringy but I've rarely had anything blow out of control at my pharmacy in 8 years of managing.

>> No.54710810

I'm lucky I've never had to work in retail or a customer service facing position. The last time I did I was a kid so it didn't matter. If I ever was in such a position I would just let them have their stupid meltdown. I would smugly sit there and let them blow up and have their temper tantrum. Then I would kindly ask if they would like the police to come. Poke the bear make things worse.