Sure, sometimes it angers us when customers want to return an item. Maybe there's a dispute regarding the "return policy", but does it warrant a punch in the face?
David Carnoy shares his thoughts about the Radio Shack employee who has been charged with disorderly conduct for allegedly punching a customer in the face.
Obviously the Radio Shack employee has some major anger issues that need to be addressed. Fighting over a measly return isn't worth losing your job over...and it sure isn't worth a criminal record!
- Here's an article that provides tips on dealing with angry customers...
- Seth Godin also offers his advice on how to deal with an angry customer...
"A Complaint Is a Gift" by Barlow and Moller has a full chapter on how to deal with "customer terrorists" (at least that's what they were called in the first edition of the book).
There is no rationalization, I think, for a Radio Shack manager to smack someone in the face!
Enjoyed the Michael Douglas reference. How about a Vancouver experience that's akin to Kevin Spacey in Swimming with Sharks?!