On an tangent of a note: I absolutely hate it when customers get angry at me
personally in regard to the prices at the 7-11, I work at. I'm a 19 year old who has done basic level work for about 7 months. Really? I can control prices? Why did my manager or the owner never inform me? I'd be buying all the $5ish each Ben and Jerry Ice Cream for a total of 20 cents. I'm going to buy 25 cartons of ciggarettes for $5 and re-sell them for a profit. Listen, Mr.80 year old man who should know better than to constantly whine, I'm sorry a can of Coke costs $1.05 after tax, but there's only so much faked sympathetic grins I'll give you, before I'm tempted to throw the Coke at you and say "It's free now!" I'm sorry drunk lady, but I can't cut you a deal on food.
Here's the way I respond to things like that, and it's so amazingly simple and effective. Just calmely say "you're right." Nothing more. Absolutely nothing more.
Some people like that are complaining because they're venting and since you happen to be representing the establishment, guess who get's to hear the frustration?
Or, they are busy-body blowhards who know damn well you have nothing to do with it but they have to give you a hard time about it anyway because they just have to be heard.
Either way, you're covered. In the former case you are sympathizing. The latter case you are stopping the blowhard dead in their tracks because what they really want is for you to object or counter in some way so they can go off into another tangent.
I'm telling you, if you just simply say "you're right" and refrain from going any further, you will find it strangely liberating.
Good idea! I do have to be careful with my tone of voice though, should my bosses interpret it as mocking the customer with sarcasm.
I find that giving a deadened look, not necessarily a look of I-don't-care, but rather like I'm in my own world can sometimes work too. Just acting like I'm on autopilot and saying "How are you today? Thank you." I must admit sometimes that happens without me trying.
For the record, I have never and plan on never lashing out at a customer, physically, verbally, or otherwise. One thing that keeps me calm, is I think to myself "I have no idea what is going on in this customer's life. They could have just been through a horrible divorce or their dog could have been hit by a car this morning or something." Even though bad situations don't justify taking it out on me, I feel that I'd be willing to forgive them in that case. That being said, I will work with you much better, if you are polite and friendly and you don't assume I can do stuff like ring up already written-off product for cheaper than usual. Being a regular can also help.
