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when i worked as a hostess for a bar/restaurant , we had a code word to say on the walkie talkies for situations like that since we were the first face people see when they walk in. all the managers (and security at night if they were there which was rarely) would kick them out if we felt unsafe
You take the verbal abuse or get fired at pitboss
Used to be a bar manager and never let it slide unless I was overruled by someone more senior.
Particularly anything creepy when it came to women. Straight out. Works best if you've got bouncers willing to step in at a moments notice
Chief
We have a zero tolerance policy against violent behavior of any kind.
Most hotel's will allow guests to scream swear and threaten employees and then turn around and comp the guest for the "poor service" It is unfortunate but that's the way the industry works.
I worked for a hotel and they NEVER allowed people to speak to us crazy.
We have a manager that said, 'If it looks like something you wouldn't agree with, I wouldn't agree to it then. Do not let the Customer be right if they are wrong. Be polite and tell them that policy says otherwise.'
II always told my people you will have.to take a little guff, but never abuse. Many times I removed customers from the store for being abusive. Sometimes physically, but usually just verbally or by calling the police. I have gotten into a little hotwater with highwr ups occasionally, but nobody is allowed to abuse my people! I have even "had words", in private, of course, because it wouldn't be professional to correct them in front of others, with higher ups for the way they talk to and treat my people.
We are allowed to tell them to leave the area. If they don't we are to call police and put a trespass notice on them.
Working at Buckle, my district manager asked me to apologize to a man "for whatever misunderstanding I created" for this man to threaten me. It was all a weird situation. This man's wife did not like that I spoke to him. Which is my job....and Buckle is commission so we are encouraged to engage every single customer and push sales. All I did for this man was go out of my way to dig through a shipment that just came in to find him multiple shirt options in 4XL. He later said that "xxxxxx needs to watch who she is talking to!"
This guy, and his wife, are clearly unhinged and my district leader wanted me to apologize??? For what????
I promptly put in my notice.
We can refuse service, security will trespass them and escort them out.
On paper, my store adheres to a zero tolerance policy regarding abusive customers. Our store detectives are quick to act when a customer is being verbally and physically abusive. Executive management, not so much.
That's what I've always hated about retail/customer service work: you know what's on paper, but managers can act totally different. They can either be spineless doormats who will just tell you to apologize and they comp because they don't wanna deal with the paperwork, or they'll be the type of manager who you'd be willing to follow into hell because they'll have your back, check the security cameras, and tell the customer to take a hike if they're in the wrong.
The worst are the ones who don't wanna deal with obvious theft issues, and they wonder why inventory is off and there's so much shrinkage. It's obvious to anyone working the floor, though: you do nothing about theft, it invites more thieves because the odds are in their favor. I despise thieves, so I prefer working the backrooms to the sales floor. I'd be too willing to throw down on a theft in progress and get fired (hee hee).
I worked for a company that escorted anyone in inappropriate communication with an employee.
I worked in a mattress store and had a high rent customer who didn't want to pay extra for an adjustable base with extra features for their TempurPedic split king mattress set. They didn't want the massage feature. The only other option was a basic Sealy Ease Base. It just goes up and down and does not have any position memory. During the sale presentation, I had explained the differences and again at my desk. After delivery the husband called irate that the Sealy Base didn't have position memory. I explained again and that he had the choice of the Sealy Base or the more expensive TempurPedic Bases. He wasn't having it. Of course he called the manager who upgraded him to the Tempurpedic bases for only $200 more. The company will literally bend over for a rude, entitled a*hole who could clearly afford the better one, but chose to bully his way into a better deal. I sooo want to TP his house, lol, but only in my dreams.
By any chance was it McDonalds I was a shift manager for night shift I loved the job but it was such a mess it’s not normal to sit in the car hyperventilating before start, it’s also not normal to have 15 yr old kids calling me to see who on their shift after school I was never surprised when they called in sick this is not normal, no support is criminal I reported what we had to put up with every night I’ve had a great work career from beauty therapist medic in the army general nurse, business owner mother daughter wife friend anyone please
Customers always right!
Nope
What does a manager say about their current cashier quitting after being a cashier for 4 1/2 years behind the register? Do they make rude remarks about them leaving the job ?
Zero tolerance . I treat people the way I would want to be treated. I don't disrespect so don't disrespect me
I would step in and have the representative step away. I would NEVER allow a person to threaten you. It just should not happen, and I would ask the person who made the threats leave and document the interactions.
We know there is a potential for this to happen and are trained accordingly. Remember, nothing happens unless the client pays. the fact that they act this way s a reflection on them. It is kind of like rioters and the police n certain states...
For abusive, threatening or profanity, we give three warnings and allow the rep to disconnect if the behavior continues.
I busted out laughing and pumped my fist because I immediately thought of the animated skit with Veronika as a customer service phone rep and when someone started off the call angry, they'd be transferred to Veronika's "Calm the F--- Down" line.
I gotta watch that again now. Wish every company had that.