This is the story when i used to be in the counter of Home center. Home center is the place when i earn and learn at the same place. When i joined the HC i was as a sales associates and due to the lack of cashier i got chance to stand there as. Actually retail is same all over the world and customers are different with country to country. I have the experience with the customer from my locality and customer from middle east and European, American, Asians as well. So country to country customer behaviors are also different. I belongs from the village so if we are running the business then we generally focus for the customer need and need always bears the affordable price. If our product is to fulfill the need of customer then that always will bear the normal price and if that is the accessories product then obviously it bears more price and even deals with the appearance, comfort of use and lifestyle as well. We can compare it with the perfect example of sugar and salt. If you will not use sugar life will run easily but what about salt? and which is more expensive in comparison?
Well Home center is the department store for home furnishing and accessories and it is selling the need and the luxury as well so little comfort issue even change the business cycle and if the customer reaction on there uncomfort can let us face problem even. When i was new in the cashier i still remember i had scanned a item twice for a single item. Its value was around 700 Riyal. When she reached home and checked the invoice she got my fault and immediately she come to me and blame me i stole the money. That was the first mistake i made in counter and she got that much angry to me she was threatening me to call police as well. Mr. Mazher was the store manager and he deal with the customer and i learnt two lesson that day. First how to deal with angry customer and how much concentration we should pay in our duty if that is related with money matter. Simply we can excuse by telling human job mistake happens but you know there is someone who made me understand about the mistake as well. We do first time which we don't know what it is it about and which suppose not to be done, Mistake. We do again an again same mistake.. its Blunder. Either mistake happen or blunder in the issue of money it definitely impacts to somewhere. I learnt first thing how to deal with angry customer.
This is the scientific method i can define as LAST Method. This method i read in internet once but i got to know it practically on that day. First i learnt if that mistake is done by us we should call the management person. Supervisor, DM, manager or Leader and we should not react and better we get out of situation. There is another two issue which i faced in my cashier career. Once what happen, There was a customer had two different size item from same collection. I scanned one and put the quantity 2 but after payment she found my fault and start to scold me. Over smart. I had no choice to give cash return because as per company policy we could make transaction card reversal but it takes time for a month but in the cashier mistake no one wants to take that issue. Payment by card and cash refund had a big question mark to the cashier character and that day i fail second time. Even how many time i tried to convince her she was always telling call the manager. I called the supervisor Mr. Shivaji Shrestha. He is very good man. I admit he is the person who is the best leader on the team. His attitude is equal to all team member and keeps no Discrimination among the staffs. For Nepali, Indian, Sri-Lankan, Philippine, Bangla, Shivaji keep equal attitude and is very hard working person i have seen in my life. He was called to deal with customer but customer did not believe him as supervisor because his Post was not mention in this name Badge and she even told she is working in Baladhiya and showed her post mentioned as well so we called DM as a manager who was in the formal dress. Baladhiya is the municipality for the middle east country and keep a power to seal the store even if any wrong activity running against the agreement and that was most difficult situation for me. On any wrong step might close the store for ever or i might lose the for forever as well. She even said that if that person is doing to me that i don't know how many customer had been victimized by this issue and even told to check the camera and verify that and take the proper action. See in the retail there is very low mercy on the staff. If wrong price mentioned, wrong price is charged, damage item provided, fail to fulfill promise, there is no excuse no sorry. Where i worked and which i will make for work everywhere this rule will be same because CUSTOMER ALWAYS RIGHT. So when this situation comes just we should handover situation to leader and better to get lost, and if you are the leader you have to LISTEN the customer with full attention. What ever customer says just have to LISTEN until they finish their words properly while customer talking we should never interrupt them just LISTEN only. When customer finish their explanation then you should APOLOGIZE to customer and make them feel that you really understand the customer pain. Go an any way just APOLOGIZE them first and Take the SOLUTION finally. If you need the verification or inquiry you do it and finally when the problem is solved then don't forget to THANK them. Every angry customer give lesson to us. Indeed that lesson will be biter to accept but it teaches us to understand them and to make the correction on our mistake so the deserve thank.
When customer comes to use we should always greet them properly because lets keep an example to yourself when we have any problem and we have to go to the particular store we have to arrange the time, Spend unnecessary fuel to go there etc, But when we enter the store if salesman will greet us properly and offer the water or anything how do we feel ? Our anger will, of course, will get cool little bit. In the same scenario if we will try to explain then trust me we will get an unnecessary problem and we will lose the customer as well. See if 100 happy customer you send out of your shop tomorrow you can expect 100 customer definitely back but one sad customer you will send then it will make 10 costumer lose and 10 makes 100. So being the retailer we should never make customer Angry.
One day what happen i was helping my colleague, Customer asked to put 8 neck pillow in the color of pink and after scan he said he change the mind and he asked for grey color. I was helping so i return back and put grey. While billing he was telling sorry because of me you have to do this-this etc. Transaction done and he about to leave he sake the hand, Hugged me said thank you,sorry everything. Tomorrow evening he came back will all item. I thought he changed mind. I greeted him but he was giving no response i feel there is something wrong. He said Instead of 8 he have 7 pillows one is absent. I said we will check the camera to verify what actually happen, He start to shout "What do you mean check camera? I am lying? You said me liar? How dare you" Bla Bla Bla... Call manager the same dialogue of customer and as per customer wish manager is called. Miss Minu was the duty manager she came and asked what the matter is all about. I explained and she told me to go out of store. That's because customer was recurring the same word "He said i am liar" So as per madam instruction i went out of store. But when i came back madam called me on office and explained the situation. When i got message madam is calling me. Obviously i was thinking something really bad is going to happen now. But Madam just said me how to deal with angry customer. From that day onward i admit she is practical person. When customer was shouting we was telling he would never back to home center but after his problem solved he was served in the better way and billed 40 thousand furniture as well. Well. This is the tale of angry customer and the way of dealing with them according to the situation.
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