How to Handle Customer Complaint of a Rude Salesperson

When you manage any type of retail establishment, you're bound to field customer complaints about a variety of problems, including an experience with a rude salesperson. Use simple strategies to get to the root of the conflict and handle the crisis in a way that allows you to retain a loyal customer.

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Instructions

- 1
  
  Separate the customer from the salesperson immediately to defuse the situation if they're bickering or if the sight of the employee is still agitating the customer. Speak to them about the situation separately so each side will get a chance to tell the story without interruptions.
- 2
  
  Listen to your customer's complaints attentively. If he's terribly upset, wait until he calms down and ask to hear the story again. Ask questions to uncover the background of the story, if any other customers or employees witnessed the rude behavior and how the employee reacted when he asked to talk to you.
- 3
  
  Discover a way rectify the situation immediately. Tell her that you'll discuss the situation with your salesperson and discipline him appropriately. Also offer her a coupon for a discount on a future purchase or give her a percentage off the current one if you're able to.
- 4
  
  Consider the employee's history when determining how to discipline him if you decide that he was truly rude to the customer. You may let him off with a warning, put a note in his personal file for future reference, suspend him or let him go completely if you've noticed a habit of negative behavior.
- 5
  
  Hold your temper, even if your customer's allegations turn personal and offensive. Despite threats of never shopping in your store again, your customer may change her mind after time has passed, particularly if you offer repeated apologies and assurances that the situation will never repeat itself.
- 6
  
  Retrain your salespeople if you notice similar customer complaints over a short period of time. Reenact situations to teach them how to handle the customer without appearing rude or escalating the situation.

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How to Handle Customer Complaint of a Rude Salesperson

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