The recipient of the customer's angry tirade was very upset after the incident, physically shaking and unable to wait on customers. For the rest of the shift, I had the employee just do stocking while I took over. The whole unpleasant incident made me realize that I need to provide some training to my employees on how to handle angry customers. I want my employees to have some basic procedures to follow when a similar incident occurs. Unfortunately, stress is affecting society on many levels.
People are so rushed and pressured that they can snap at the slightest provocation.
In addition, the erosion of basic courtesy has occurred, and some folks just don't have any manners. Ask the customer to step away from the public area. Math and statistics are not my cup of tea. So you should plan on sending out a mailing of at least 5,000 pieces to give you a response rate of 1 percent or 50 responses. There are some exceptions to this rule, but it is the general one used in the direct-mail industry.