What is the solution for unruly customers?

I have often used this platform to call out those businesses who provide poor customer service. This is because the motto of every business should be based on the concept that, ‘The customer is always right.’

What though if the customer is wrong?

A number of customers show total disregard for the store’s policy or show consideration to other customers.

Many are impatient and feel that they should be attended right away even though others have been quietly waiting their turn. Then there are those who feel that they are above the law and want the store’s policy to be changed to meet their needs.

Some incidents are more severe than others, as recently I heard an irate customer call the service ‘deplorable’ at a local fast food establishment because the server had taken her order incorrectly. Of course good service is expected but humans make mistakes and should be given the chance to improve.

So how should unruly customers be treated?

What I observed during the incident in which the customer ranted about the poor service, was that those who were serving the food just stood around and stared at the customer. They seemed not to know how to respond. The manager also seemed a bit unsure of how to remedy the situation beside muttering that she was sorry it had happened.

Those of us who were standing around waiting to be served were observing the situation and so they missed an opportunity to develop their customer base as well as to encourage repeat customers.

The truth is an unruly customer might have a legitimate complaint that needs to be addressed not ignored.  The manager should have immediately addressed the customer in a calm and pleasant tone and perhaps added an extra incentive for them to return.

Customers should leave the store feeling as if their business is valuable and that their complaint has been taken seriously. If they continue to act boisterous, they should be escorted to a private area away from the other customers.

This would allow the other customers to feel safe and comfortable in the store. No one wants to order food in a volatile setting so if the customer becomes aggressive, it is a good idea to ask the security to be on alert until the situation has been defused.

So how should unruly customers be treated?

I think they should be treated with firmness and respect. What’s your take? Let me hear from you!

Teri Ann Renee Paisley

Gleaner online writer

On another note why do managers instruct their servers at certain restaurants to ‘count’ the pieces of meat that they serve to customers? I find it very distasteful to hear the server counting how much shrimp they are allowed to place in my plate.

Tags: customers, managers, unruly behaviour