Need some advice....who else has a job where you work with the public?

Seriously, if I get one more person who wants to complain about something that has NOTHING to do with me, or someone who just likes to argue about meaningless crap I may just choke the piss out of them. Have you ever found yourself in a situation where you have to bite your lip, even though the customer ( hate that word ) is definitely wrong? Or do you count to ten, like some do, to allow yourself to mellow out? I would appreciate your thoughts on this.
P.S- I am posting from my job ( I shouldn't be ) so if you respond, I will periodically check back here.;-)

You can't do it to their face, but it helps. You can laugh at them later to coworkers/friends. Or, you can make fun of them to their face so that they won't realize you're doing it. One of the most fun ways to deal with stupid people is to insult them in subtle ways that they won't understand, but it will be fun for you.

I'll hold the phone away from my face with middle finger extended, or if someone is being nasty, I rub the receiver in my crotch. Making fun of them when they leave is fine, but the fact that they don't know about it isn't quite as satisfying.

I've been in retail for just about 21 years now. I've found that exercise, yoga and meditation help me relax and allow me to work with the public in a (relatively) non-homicidal fashion. ;)

I had people return stained underwear, T-shirts with holes in them, and pairs of jeans that were obviously worn to shit. People can be really slimy, you know

People get to use their voices to complain with effect so infrequently that when they get the chance, they tend to go off. Cope.

would deal with difficult situations. I constantly get people in here with a chip on their shoulder expecting to be treated better than everyone else...what are your thoughts on that? As far as I'm concerned, I treat everyone the same way they treat me.

But as you are in the business of dealing with it, you have to approach it with a certain deference and aplomb. If some asshat just starts jawing at random guy x, random guy x is well within his rights to say stfu. But as you wear the hat, you have to accept the noise.

And as I have been following this site for a few months now, let me just say thank you for all the work you have done here. Your name is one of many that appeared in articles I have read. I'll have to fill you in later on why it was I joined, lets just say that I became obsessed with politics when before I had no interest in it. ( something to do with a dirty election );-)

lip is the easy part. I usually just sit back let them run their stupid mouths and think to myself thank goodness I'm not like you! If that doesn't work I usually am so fucking nice that they can't stand the fact that I'm still smiling. I then end it with a final statement I would make to 5year old.

Why are people so stupid and mean????

There was one time where this lady bought tickets for a show, and the next day she called to cancel them. I told her we had a no refund policy, and she was livid. I remained calm while she screamed at me over the phone. I put on my sexiest phone voice ( I've been told I have one ) and told them there was nothing I could do about it. She was furious, I was happy

Wanna throw it back at them just play mind games and laugh it off

instead of getting angry. see how they're wasting their energy and failing to make the best of things and vow to yourself that it'll never be you getting off on giving somebody a hard time or making a big angry display over bullshit.
i did some phone work with investors a long time ago, and some of these people were sadistic, i tell you.
also, get some clear guidelines frm your employer about what stuff you don't have to listen to, i believe once anyone gets loud or verbally abusive, it's time to end the call.

into the phone ( and I do mean screaming ). A couple minutes later, her husband calls asking to speak to the manager. Well, wouldn't you know it, thats me:evilgrin: This is a non-profit organization; it's not like someone could get you in trouble over something like that. Anyways, the higher-ups heard MY version of the story, and it was much more convincing.

There are surely many ways to disperse the energy. Sometimes I say to myself, "What would an adult do?" That transforms me into a character in a scene, and I decide how to play it. It's the opposite of acting. An actor tries to feel the emotions of the character. I'm just making an appearance.

That goes back to Erich Berne's Transactional Analysis, popularized in his book Games People Play in the 60s. The book is still a classic in dealing in human behavior.

--IMM

Sounds like it would be right up my alley

If nothing else it's a way to intellectualize, another way of diverting harmful energy.

--IMM

;)

The people I have to deal with are often at a place of being in the most stressful time in their lives because of the nature of having to be there. It's amazing how decent most people are even in the face of immense stress. Kind of restores my faith in humanity. Just keep yourself at a polite level above the bullshit and don't let it get to you too much.

that holds grudges. I know, it doesn't solve anything. Might I add that working with a severe toothache isn't helping matters much. ( cough, cough...sympathy,please COUGH.):D

Feel better. :grouphug:

:D

:-)

I just let them have their say, be polite and if they insist on being pissy, I just tell them that i'm sure a manager can help them, ask them to please wait, and page a manager.

Kill 'em with kindness definitely works!:)

and it seems like their face is deflating ( much like a balloon ) They won't even pause to take a breath.
I am noticing a change in people every day. I swear they are getting nastier, more short-tempered and just plain annoying. I see it at work, on the roads-everywhere I go, nastiness.

And it's so hard not to burst out laughing! Those are the people that I really want to stuff, but I bite my tongue and laugh at them after they leave! :)

But not the fuzzy, endearing ones we know and love

i'll have to try that!

I can change your address, I can walk you tell you how to use your computer and I can reverse fees...just don't tell me your entire life story! I think that's what I hate the most. (i.e..'wellI woke upthismorninganddesideedtowearbluebecauseilikeblueandthenmyhusbandsaidyoulookgoodinblue...,,,"

Shut up!

Am I the only one this happens to?

Every day I have to listen to the old people talk about how their husband (or wife) needs an aisle seat because they have bowel problems. Thats only a snippet, and for your sake lets keep it at that. You truly do not want to know what else I hear. TRUST ME

you have me on that one. But do you have people who try to pay for there overdrafted checking account with their debit card?

I try to tell them that it doesn't give a reason (for their privacy) it JUST SAYS DECLINE. I actually had this guy wanting to call MasterCard FOR HIM.....um,sir? maybe you should be the one to do that:crazy:

People must think that means "what's wrong with your car and let me fix it." You know, I don't care that a light came on. My suggestion is to ask for service, because they can figure it out.

Oh, and I'm really sorry that service closes at 3pm on Saturdays. You know what? There's signs all over service that say that. So no, they didn't tell you your car would be ready at 5, that's a lie. And no, no one in sales can get your car for you either (they're in 2 separate locations). You're SOL until Monday at 7am.

client's attitude. :toast: :woohoo:

But, look at the bright side of customer service

First...you never take work home with you. When I had a job using my degree, I made the same about of money and lived at my job or with a phone next to my head. I LOVE leaving work at 5pm and not having a thing to do.

Second...As long as people have something to complain about, you have a job. And people truly love to complain. We have a book at work with people's emails to us about the stupidest crap. One that comes to mind is the guy who wrote to complain that he found someone's deposit slip in the parking lot. He said that was not safe a WE needed to do something about it. Just nod and smile and agree.

Are you supposed to be monitoring the parking lot to see who drops what?:rofl:
And would you believe I get to deal with those lovelies, too?

That customer would think so...I love it when they say'Are you in customer service? Your supposed to HELP me!...I tell them I'm there to educate. Seriously, we can hold there hands everywhere. All I can do is suggest that they do not wire money to their dead cousin in Nigieria...Seriously! I've had at least three customers in the past two years that have fallen for the Nigeria scam. One said he talked to his lawyer and the lawyer said it was legit.

leashes like some parents keep on their kids wrists so they don't wander off?:banghead:

is, when you speak to them do so from a cold, detached, corporate standpoint. Be direct and look at them in straight in the eyes. Remember try to turn off some of the personal emotions. Practice it in the mirror only a few times (important), then see if you can try it out with some friends.

I have people ask me if I'm a robot...no just shielding myself from your erratic emotions and problems you've decided to blame me or the bank for.

Did you ever see "Return of the Living Dead"? Its a corny movie, yes, but I cant help but picture several zombies saying over and over again...BRAINS, BRAINS...I want to eat your BRAIIIINNSSS!!!

Very funny. I guess there is a lot of easter eggs in it about Dawn of the Dead.

Why aren't you at your post?;-)

;-)

I think it's important to note that I'm really a nice guy ( bad temper and all ) but nice all the same. I get along great with others, so I don't want to sound like I just hate everyone...I don't. Sometimes, it seems like truly nice people are the ones who get shit upon, while the evil ones seem to prosper. Thats the way of things. It doesn't make sense sometimes.

:hug:

I was in the midst of a really hard time, contested divorce, young child, dieing mother, etc. I blew up at someone in a hardware store, was a really nasty person. I called back later and apologized, said that I knew it didn't make up for blowing up in the first place but hoped I hadn't ruined anyone else's day. They gratiously accepted and said they'd figured I was just having a hard day. It is hard to let it go sometimes.

You were human enough to call and apologize, that speaks volumes. There are too many people out there who wouldn't give it a second thought...I'm glad you're on the higher end of the evolutionary scale:-)

If a customer gets too cross with him and keeps on hammering, he'll take them out in the parking lot and cuss them silly. A couple of times, we were afraid he'd kick some old man's ass. And as he says, "It's nothing for me to kick an old man's ass." He'll put up with some shit, but he draws the line pretty quick. He won't let people abuse his employees, either. I could throw out a customer tomorrow and he'd back me up without even knowing the details.

which is not to say that they shouldn't treat the customers with the same amount of respect. I'm not a number here ( I've been there already )but that sort of thing seems all-too-common these days (i.e-Wal-Mart )

How DARE these people interrupt my most important work?;)

Box office? I'm in a supervisory position at an arts centre and am called on to deal with the difficult ones. The best way I've found to deal with clients/patrons who annoy me is to smile and very politely say "Pardon me, sir/madam, but is there something I can actually help you with? If not, I really have to get back to work." Surprisingly enough, that is enough to bring most of them up short, causing them to flounder for some inane attempt at a retort and then wander away. It may help that I'm somewhat intimidating looking. I can always fall back on that if politeness doesn't work.

As for the keeping myself sane... a deep grounding breath and relaxing my body is all I really have to do. If they are really annoying, I slightly tune them out and entertain myself with picturing them as penguins or chickens or something else just as silly, while still smiling and nodding sympathetically.

a.k.a-the whipping boy

WHOOOOOHOOOOOO!!!!!!!!!!!
Thanks everyone, I mean it (sniff,sniff):toast:

:grouphug:

:bounce:
Is rapid heartbeat a bad thing?....NAHHHHH! I'm here till 10:00.

people know what I'm talking about.

It does the job

www.peets.com

I worked for Peet's in Berkeley for a short time. I always liked their coffee anyways.

Can you recommend a good one? The thought of owning one has crossed my mind

2-3 times a day.

Lots of yelling outside-be right back

I heard a loud bang...someone just went down a one-way street right outside the Theatre. It looks like everyones OK. Lots of people do this, but this person clipped someone coming around the corner going the RIGHT way.Oh well...

Today, I got a call that takes the cake. :grr:
She calls in and says she bought a car from us April 2, and hasn't received her title or plates. I asked if it was a new or used car (b/c not all used cars get new plates), and then she was such a bitch, I just transferred her to the New Car Manager instead of doing the little I can to straighten out the situtation.

First thing she did was announce to me that she was Dr. Blah's wife. That's it, doesn't give me her name, she's Dr. Blah's wife. I'm not a militant feminist, but HELLO it's the 21st century you can be your own person! Oh, and being Dr. Blah's wife, doesn't impress me, it might have if it wasn't a used car.

So, the New Car manager has her now, and it's been awhile. He had to put her on hold (while he made another phone call), and after a few minutes of hold, it'll ring back to the receptionist. So I answer the phone again. It's her, she's screaming about how she was on hold blah blah blah, so I explain that he was probably making a phone call trying to figure out her situtation, and after a couple of minutes it will ring back to me. But, he's still on the phone, so I can't transfer her, but I'll put her on hold. Well, she called in with two different phone lines. So, I put her on hold and answer the incoming call, and IT'S HER. And she wants both lines to sit on hold for him. I just said "So, you want to be on hold on two of my four lines?" "Yes" She goes back to the New Car manager, and after a few minutes, he calls me.

"You know that really bitchy lady that was calling in." "Yeah" "Well, it turned out that she didn't even buy the car from here. She was calling the wrong dealership." Laughter errupted.

But what pisses me off, is she was yelling at the freaking receptionist. I can't do anything for you. I can transfer your call, but no I cannot actually pull license plates and a title out of thin air for you. :banghead:

Sorry for the rant. :rant:

The first thing I do when I come into work is check the phone messages. While I am checking the messages and an outside line rings, it THROWS me out of the message box (crappy, I know, but the call has to be picked up ). I am constantly getting people on the phone who start out with " Oh, its an actual person!". They will not leave a message, they will continue to ring on the outside line until someone picks up. They get pissy with me because they'll claim that they tried calling several times the previous night, and didn't get an answer. Can you guess what times they call? Here you go:
12:20 A.M- There is no-one at the theatre at this time and I'm four hours asleep
2:00 A.M- O.K, maybe they can't sleep and just want someone to talk to, but alas, we are STILL not here.....
6:17 A.M- Um...the answering machine clearly states our office hours, which are 9:30-4:30 Monday through Friday with extended hours during performances.
So you see....I just-can't-WIN