Your best answer is, I will follow the policies you set down. This is your store, and I am your employee. Unless you want me to do something else, here is what I would do: You have every right to refuse service to abusive customers and ask customers to leave, but that is not the best way to handle the situation. Use the line, I am sorry, but I am going to have to ask that you leave now. Please, come back when we aren t as busy. If possible give a coupon for a small discount to the person you ask to leave. They might be a jerk, but they might be happier when they come back with the coupon. After they leave, give the same discount to the other customer. Repeat behavior is not acceptable. The person yelling at customers will not get another coupon. The owner can refuse to let them shop there again.Customers who yell at you can be differed by saying I am sorry, am not meeting your expectations. Let me get the manager/somebody else to help you. As for thieves, you have the right to detain them until the police get there. The owner will have to decide whether or not to press charges.Armed robbers get whatever they want-you do not endanger yourself or customers. Write down everything as soon as possible regarding the robber s description and get-away vehicle and call the police.
I have found in my retail experience that most customers just want to be heard and acknowledged. If there are young ears around, stand up for them and ask them not to swear. Then ask the customer what it is that they want? or how is it that we can remedy this situation? . Most of the time angry customers just want to tell someone about the issue, or get a refund on an item. If you are rude, condescending, or short with a customer you can lose that customer and everyone they talk to in the future... If someone is stealing you cannot touch them. Tell a manager or loss prevention associate, they are prepared to handle these situations. It is not stealing until they get outside the building. If they put something in their pocket, it is still in the store so it is not legally stolen yet. Also, just watching someone or working near them will often make them stop stealing or even put the item back before leaving. If you have a manager or loss prevention associate there on site but they cannot make it to the door which the perp is exiting, just follow the person out and tell them to stop and come back into the store. Tell them why and keep them there until a manager comes to remedy the situation. Just don t lay a hand on them, they can actually sue you for it.
Answer to yelling person, Excuse me, can you please lower your voice, or I may have to ask you to leave thank you.Answer to stealing person,I would stop the person from leaving the store, and follow any procedure of theft that you have, I am willing to learn. Or stop them, charge them for the merchandise and charge extra for stealing, take down their information, report them and tell them to never come back.
Tell them 2 stopTell them to give it back
