Since there are learning opportunity in every day events, why should today be any different? This evening I encountered a consumer problem and asked an employee if they could get their store manager for me. The employee called someone over a walkie talkie and within seconds two men in company polo shirts appeared in the isle. One of the men, who never identifed himself and to whom I hope was not the store manager, walked up to me and positioned himself to be within inches of my face. Before speaking to me, he spread his feet apart then asked "what is your problem?" Being taken aback by his approach, the thought did cross my mind to retort back "you and your breath"; but I took the higher ground, bit my tounge, ignored his body language and the tone of his question. I explained the problem and asked if he could have someone check the stock room to find the item which was on display. He replied "I could check but it won`t be there." Even though I had explained the display item and stocked items were two similiar but different products he went on to tell us we could purchase what was stocked on the floor. Before the conversation ended I asked him, don`t you find it to be false advertising because the store is displaying a product you don`t have in stock but have batched the two products together so you are selling a similiar product with fewer watts at the same price to consumers? He didn`t respond to my question but asked if we wanted the product they had in stock.
Everyone has bad days and sometimes in life we encounter people who rub us like sandpaper going against the grain. Regardless both the approach and the response can set the tone in the conversation and/or esculate from a bad to worse scenario. Ultimately the approach can provoke or difuse a customer`s reaction and visa versa.
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