In my 30 years of working in the Customer Service Industry, I’ve seen almost everything. That includes questionable behavior from customers as well as from co-workers and managers. I’m going to give you tips on what you don’t do in front of customers. These are tips that happened to my co-workers or me.
Never argue in front of your customers. Do you know how bad it looks when this happens? It doesn’t matter if you think you are defending yourself. You are both wrong at that particular moment in time. Save the talk for later when you are able to calm yourself. The argument doesn’t look good in front of management either. You can get your point across by calmly stating your facts. If not, have a meeting between you, your manager, and the person you have the issue with.
Don’t criticize your co-workers to other people you work with. This is very unprofessional.
Don’t criticize co-workers in front of customers. I hear this sometimes when I’m at one of my local stores. The managers complain about the cashiers. These managers should be sent for more training. It sounds horrible when they do this in front of customers. One of my former co-workers many years ago talked about me to a customer. I could hear them. If you have an issue, don’t involve customers. I confess I did this once at my former place of employment. A young man was hired and he couldn’t do the job even after five months. I made a small comment to a client when she asked a question about him. I shouldn’t have done that. We all tried to help him do the job, but it was no use. We were frustrated with this man, but that’s no excuse for me to have made a tiny comment. Don’t do what I did.
We all like to gossip, but we need to keep it light and not vicious. Gossip can be a good thing as long as it’s not about your co-workers.
If a customer is upset, don’t let it get you upset. If they are swearing at you, stay calm and get your manager to handle the situation. You don’t have to put up with that.
Try not to correct another employee in front of a customer. Try to wait and do it later if you can. Don’t make the employee look or feel stupid. As professionals, we know how to do do our jobs and we do it to the best of our ability. Sometimes we forget that nobody is perfect.