BY: TONY MUSSEHL

Handling Difficult Customers

Real Life Example

We were waiting in line to return something to Target and the lady in front of us was trying to get away with returning a shirt with a stain in it. The worker knew that the person was trying to get away with returning a used shirt and he handled it very well.

Dialogue

This is as best I can remember of what happened

Worker: “Hello ma'am how can I help you today?’Lady: ‘I would like to return this shirt I bought last week.”(hands him the shirt)Worker: “Excuse me ma’am, but this shirt has a stain, was it like this when you bought it?”(The lady’s voice rises and her face turns red)Lady: “Yes!” “And I only tried it on, but it didn’t fit.”Worker: “Ok may I check with my manager quick? I’m new and I don’t know everything with returns.”Lady: “That’s fine, but can you make it quick?!”Worker: “Sorry I will be right back.”(He leaves to go check with his manager)(A few minutes latter he returns with the manager)Manager: “Sorry for the wait ma’am but we are not allowed to take shirts with stains in them. We can not give you your money back, but if you would like a new size we could sure find you one.”(The lady looks really embarrassed now)Lady: “Um, uh, its ok I’ll survive.”Manager: “I’m sorry for the inconvenience, have a nice day.”(The manager returns to his office and the lady walks away with her face really red)

Dishonest Customers

A dishonest customer may try to lie when returning something or they could try to sneak something out of the store.When handling these customers you do not want to jump to quick conclusions.

How The Worker Handled It

The worker at Target tried to stay calm while handling this customer and did not jump to conclusions. He did not know how to handle this type of situation, so he lied about being new and went to get his manager. The worker could see that the person returning the shirt was lying, and he did the right thing by getting his manager to handle this situation.

Picture Citations

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