You’ve got an angry—no, downright irate—customer in your store. They’re causing a ruckus and clearly making your other customers uncomfortable. What can you do to keep things from spiraling out of control?
How to Deal With an Angry Customer
Before this situation ever happens, plan ahead for how to handle it. If your retail store is in an area with a security presence, such as a shopping center, have the phone number for security at the checkout counter or on speed dial, along with the phone number for local police or sheriff.
Train your salespeople to be observant. By greeting customers as they come into the store and keeping an eye on the entire store, they can often spot someone who’s becoming upset. For example, if a long line is forming at the checkout counter, an angry customer might start off by looking angrily at his watch, then start sighing loudly, then pacing and muttering to himself. Reaching out to him with a proactive, “Thank you for your patience today; I’ll be with you as soon as I can,” can help.