Starbucks Baristas: The daily grind
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Dealing with angry customers as SSV? (self.starbucksbaristas)
submitted by bottle_blonde69
I just got promoted to SSV and was wondering what’s the best way to deal with an angry customer? I have obviously dealt with them before, but since I’ll be the supervisor on duty, I feel like they’ll expect more from me, if that makes sense? I feel like I also just suck at dealing with angry customers, but maybe I’ve only had to deal with the type of angry customer who isn’t really looking for a solution to their problem. Like they just want to complain because they can, not because they’re looking for an actual solution to whatever they’re complaining about.
Right-Individual-134 10 points 1y ago
Honestly it's pretty simple...."do you want a remake or refund? None? Okay then I can't help you." Don't stress over ignorant customers. I know it's probably easier said than done & probably depends on the situation but for the most part that's the best solution to offer for most problems
HappyJos 4 points 1y ago
Stick to policies and don't panic. They will try anything to get free stuff. The nicer they are the more you work with them. The more mean the less you work with them. Most often they are testing you
rosaliecrowe 1 points 1y ago
I have 3 steps.
1. Listen patiently. Wait for the long ass rant to end.
2. Empathize, relate to them. Understand their sorrow
3. Ask them if there is anything that you can do for them. Often then don't actually want anything. They just need to vent.
4. Expelled that negative energy through meditation and self compassion
1. Listen patiently. Wait for the long ass rant to end.
2. Empathize, relate to them. Understand their sorrow
3. Ask them if there is anything that you can do for them. Often then don't actually want anything. They just need to vent.
4. Expelled that negative energy through meditation and self compassion
squirtfarts 13 points 1y ago
As an SSV I personally would not recommend actually listening to the whole ass rant, that can be so mentally/emotionally draining and all they want is a punching bag, you don’t have to be that. Whenever they start ranting I immediately try to ask productive questions leading towards a solution and provide them what they want ASAP. Sometimes I get what they want before they finish their rant or even realize they were being helped and the dumb look on their face of them realizing how rude they were being is 10/10. Also don’t be afraid to tell them they need to speak to you in a respectful tone. I use this one all the time because again, we are all humans deserving of respect. Don’t try to belittle me or my partners because your ice wasn’t light enough.
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