Calm A Barking Customer
(A somewhat disgruntled customer comes up to me, with a service dog in her cart.)
Me: “Good afternoon! You have a very lovely dog.”
Customer: *sharply* “Don’t pet him.”
Me: “Oh, don’t worry. If you don’t want me to, I won’t.”
(I start scanning her items.)
Me: “Would you like to add a protection plan to your product for only $5.99?”
Customer: “Are you kidding me? Fine, I guess.”
Me: “It is absolutely your decision, ma’am.”
(As we go through the process, I try to make small talk.)
Me: “So what is your dog’s name?”
Customer: “It’s [name]. He gets very nervous around anyone but me.”
Me: “I completely understand. I’ve got an old dog at home, and he sometimes gets anxious around people when I take him out on walks.”
(The chit-chat goes on throughout the transaction, with the woman growing considerably less and less grumpy.)
Me: “Here’s your receipt. Have a wonderful day!”
Customer: “You know, I’m really sorry if I seemed out of it. It’s been a very rough day, and you were so very understanding of me.”
Me: “I know what it’s like to have rough days. You take care of yourself!”
(It takes working in customer service to understand a customer!)