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Dealing With Difficult People - College Paper

Dealing With Difficult People

A griper or complainer is someone who is never satisfied until they get what they want or an answer to a question from a problem. If the question is not answered the way the customer wants it to be then they will just keep bothering you with other questions. Here is a Complainer's Coping Plan that will help get someone to quit complaining or griping.
� Acknowledge what they are saying.
� Do not agree with them.
� State and acknowledge facts.
� Try to get them in a problem-solving mode
� If all else fails ask, "How do you want this discussion to end?"
This is actually what goes on in my work environment while trying to get something accomplished.
I work at JC Penney's and I hear griping ...

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It is hard to explain to a customer our policy if she doesn't want to listen. I told her the policy was that if she wanted to return something she would have to have a receipt or the tags. She wanted me to call management since she knew someone that worked there. I call the operator and ask to see if there were any managers available. The operator told me that there was no one available until noon. I knew after I hung up the customer would not be happy. The irritation arose when the customer said, "Well I don't have until noon I want my money now!" After telling her again that no one was available she was just standing there with her arms crossed wanting her money back. After a few minutes I finally decided to tell her that she can exchange it for the same thing she had. You aren't supposed to do that but that was the only thing I could think of right then. That idea had worked. I could finally get her off my back and get on with my work. She went to get another pair ...

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Dealing With Difficult People. (2004, November 4). Retrieved November 30, 2024, from http://www.essayworld.com/essays/Dealing-With-Difficult-People/16965

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PAPER DETAILS

Added: 11/4/2004 01:45:19 AM
Category: Miscellaneous
Type: Premium Paper
Words: 1175
Pages: 5

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