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Yes, sure, I always deal with those kind of persons. The employees always send them to me, because they know I can absorb their anger. I always put myself in the customer's shoes, to understand why he is angry. I try to talk about other subjects to let him forget his complain, if I see that there is no logic reason for his complain. I always tell those people a sweet comment, like 'I do love your perfume', or 'you have a nice hair cut'. Being rude with a rude guest will not solve the problem. I know it is difficult to stay calm in front of those kind of clients, but with time and experience, you will find it easy, and the client will love you. Anytime he needs anyting, he will come to you directly, knowing that you always respect him and absorb his anger, and you could change him to a better person. Good luck. Donna :)
I think that this problem is possible to be solved by listening
It is possible ofcourse and it would be a challange to make sure you wont loose your guest through having a certain way to calm him down and make sure your guest leaves with a big smile. there are tips to handle such people which are everywhere these days.
its a difficult situation, customer is the king but sometimes just a jerk..key is finding out wheather he's worth our time or not..
There two ways you can deal with this;
1/ Give positive feedback not simply about being nice,
2/ Encourages the right sort of behaviour
3/ Builds the confidence of the recipient of the feedback
4/ Open up non threatening dialogue about their behaviour making coaching easier.
On the other hand try constructive feedback the ART of changing perspectives and behaviours;
1/ Find the right time and the right place.
2/ Be specific and focus on behaviour not the person,
3/ solve the problem and move to the next steps
Give the feedback in private NOT in public and do not force the person to defend
themselves. Preferably the feedback must be near enough the actual event for it to be fresh in the memory.
