How To: Deal with the Angry Customer

Of all things that god invented, perhaps his most horrid invention was the angry customer. Anyone who has spent any amount of time working with the public knows that nothing can change the course of your day quicker than an irate customer. They are always loud, obnoxious, surly people who are generally mad when they walk in the door. They have it on their mind that they have been wronged and that it's your fault, and it doesn't matter whether or not you were in the wrong or right, you are the person they are addressing, so you are the enemy.

I guess the question of the day is what to do with the impossible person. How do you satisfy a person who has made up their mind that they are the victim and that you are the bad guy? What do you say to quell the anger of a person who is so irrationally angry that you can't help but wonder where in the world they come up with the things they're shouting? I don't know that there is ever a full proof plan to dealing with these special cases, but I do know that if you work with the public you'll get them early and often. I have been working with the public for over 12 years and I can offer some guidance to help you get through the people that are out for blood.

1. Get Yourself A Manager- If you are unfortunate enough to have to deal with the unruly customer and you, yourself, are not a member of management, do yourself a favor and find your superior. These people are mad as hell and they want to talk to someone who can do something for them. It doesn't matter if the assistant manager is on duty and they don't have the authority to order a cheeseburger at McDonalds, get them to handle the problem. Remember, if you're working retail, chances are that you don't make a whole lot of money and therefore you certainly don't get paid enough to have to deal with that. Management is trained and paid to deal with angry people, plus they are the one only ones working who have any authority to satisfy the customers needs. So when the angry patron comes barking at you, find your manager.