How to handle a very rude customer! Need a rational talking to...

[Anonymous]

I use Yelp all the time to research places and restaurants before I visit them and I think the most effective thing on a bad review is when the management responds and explains what happened from their POV. There are always 2 sides to every story, and I think we all know there are a lot of crazies out there. When you see a business owner respond to their negative Yelp reviews, it shows they do care about service and it also lets Yelpers see the whole picture...usually not as extreme as the complaining customer makes it out to be. Good luck, OP.

[Anonymous]

You're going to have to suck it up and give her the service, OP. I work in a public facing government job and often have to deal with people who treat me like dirt. Call me names, impugn my integrity, knowledge, and skill, and still I have to stay professional and do my job. It sucks, but it goes with the territory.

[Anonymous]

I would stop using Living Social. They tend to bring the cheap weirdos.

[Anonymous]

Customer is not always right. You can respond to Yelp reviews. I'd tell her to go away.What's there to worry if you are otherwise very customer oriented.Many have figured out that Yelp is full of bull.

[Anonymous]

Anonymous wrote:Customer is always right. If this gets under your skin, you aren't cut out for what you are doing. Sorry - probably not the answer you wanted.

Customer isn't always right. Wtf is this ? Slavery? Just because you're spending money ( at a discount ) in an establishment doesn't give you the right to treat fellow humans like garbage . If this is your thinking you'll get a 'rude' awakening one if these days

[Anonymous]

if you own your own business, you don't have to take that crap. No thank you for your custom, m'amm.

If she yelps, respond to her yelp review politely but truthfully. "Ms. X was so rude on the phone that we did indeed decline to perform services for her". All you need to say.

[Anonymous]

Sucks OP - she sounds horrible. Depending on her age she just might get on Yelp and leave a review. Of course you can always refute her allegations but her 1 Star will likely skew your positive reviews

You have 2 options as I see it:

1) be sweet, nice and kind and tell her she is "right" and you are "wrong" even though I know that will kill you to have to do

2) or....tell her to Fuck Off and that you are firing HER as a current and future client and that you're banning her from your business. While that would feel great, get ready for the likely wrath of this person.

[Anonymous]

A guy in 7-11 yesterday was yelling at the clerk, and not making any sense. He finished his rant with "Learn to speak Bangladesh!" The clerk handled it well, and I was reminded of why I don't work in retail.

[Anonymous]

Anonymous wrote:Customer is always right. If this gets under your skin, you aren't cut out for what you are doing. Sorry - probably not the answer you wanted.

No, the customer is sometimes right. And it's not always OK to suck it up. Think of serial returners, folks who purchase and return worn after months. Being treated to foul language immediately puts the customer in the wrong, folks who always expect "discounts" or Freebies....

[Anonymous]

Anonymous wrote:I hate to say it, because she sounds AWFUL, but you should provide the service. You have to be the professional. As painful as it might be inside, you should do your best to make her happy, because it is the professional thing to do. And...a woman like that will definitely shout it to the rooftops if she is unhappy.

Why. She's gonna bash her anyway. Might as well save the blood pressure karma

[Anonymous]

Anonymous wrote:

Anonymous wrote:I hate to say it, because she sounds AWFUL, but you should provide the service. You have to be the professional. As painful as it might be inside, you should do your best to make her happy, because it is the professional thing to do. And...a woman like that will definitely shout it to the rooftops if she is unhappy.

Why. She's gonna bash her anyway. Might as well save the blood pressure karma

She might not. If it goes well, this blowhard might be the type to post a positive review.

Anyway, reviews are not the point of giving service. Providing the service and being a professional about it is the point.

[Anonymous]

Anonymous wrote:A guy in 7-11 yesterday was yelling at the clerk, and not making any sense. He finished his rant with "Learn to speak Bangladesh!" The clerk handled it well, and I was reminded of why I don't work in retail. [/quote

7-11 will never go out of business.

Some establishments are good about replying to negative Yelp reviews, others do not care. I also think one needs to go back at least six months to get a good idea if the establishment is good or not.

[Anonymous]

How did you decide that she was unneccessaily confused? Maybe she thought she bought a good deal and when you called ypu made it sound like you were scamming her.

I think you need to learn how to disarnm customers. I have been very upset and frustrated when dealing with customer service and had a few customer service people be able to calm me down in seconds. There is an art to it. The first thing you need to do is apologize for the confusion and explain that you are going to do everything you can to help. If you balk at that suggestion, you are in the wrong profession.

[Anonymous]

If you decide to provide the service, do something worthy of the chocolate pie scene in The Help.

[Anonymous]

I know that this has been posted before, but it is classic and deserves a few more hits.

If someone gives you a bad review on social media like Yelp, you don't just have to bite your tongue and take it. You can respond.
http://www.eater.com/2014/10/6/6925273/restaurateur-pens-epic-takedown-of-entitled-yelper