Cussing Customers, what do you do?

[http://forums.windrivers.com/cgi-bin/forum1/noncgi]

I just got done with a very sick customer, who just says "**ck this and **ck that" and he complains about "porn just gets on my computer and I dunno how" (by the way, its that animal porn crap ). I turned on his machine up front, just to see if it would make "the noise" that he spoke of, instead, when it booted all the way, I got to hear the great sound of sex as the startup music. The background was a, well, wasn't appropriate, and also started cussing about not knowing how it got on his computer. I did not appreciate the language he was using, but didn't know what to say, any advice from the rest of you, or any stories for the next time he comes in?

[ScottieM3]

Depends on who he is.. if he's a valuable customer than maybe bite your tongue.. but theres always a line that has to be drawn.. the questions is Is it worth losing your job over?

[emr]

Are you in a position to refuse him service, ie. are you your own boss? If not then you need to be careful that your boss doesn't get mad at you for messing around with his customer base.

If you are an employee I would have a talk with your supervisor or boss and tell them straight that you find this particular client offensive. They can make the decision whether to not ask him to go elsewhere or have another tech look after him.

Personally I do tend to swear a lot with my friends but I am always careful in company and with people I do not know. I don't see that this guy should think it acceptable to swear in front of you. As for the porn, it is unreasonable that he expects you to be subjected to this type of image content. He should do the right thing in the first place and get it off his computer before bringing it in for a service. The fact that he tells you "I don't know how it got there" means that he must be pretty dumb in the first place to think that you would accept that.

Anyhow, before this turns into a post longer than War and Peace I'll stop!

Good luck, take it easy, don't get into trouble at work over an ******* who has no respect, just remember that you have rights too.

[KINGofBLEH]

One the first occurance I usually politely remind that customer that this is a place of business where people should conduct themselves appropriately and avoid using offensive language. If it happens again I will give them an ultimatum to stop using the language or take their business elsewhere. Usually, that will either shut them up or they get pi**ed off an leave. A 3rd time and they are simply asked to leave the office (or I hang up on them if on the phone).

As far as vaulable customers, the reality is that my most valuable customers do not act like that. That is part of the reason they are valuable. I would not want somebody referring me to other people when every other word out of their mouth is f**k.

[techs]

A very valuable lesson I learned when I opened my own shop. Customers like that are not worth having. A simple "I am not sure what to do, try the(competitions)shop. They might be able to help you" "have a nice day"

[tha 4NiK8R]

next time you work on his PC...right when his wallpaper shows up, yell really loud so his entire office can hear "WTF is all this S**T. WTF dood, go get a woman!!!" Then run screaming from the office like a loon. Well worth losing the bad customer....hehe

[firemonkey]

I was in a similar situation, I am a tech for a retail chain, I had a customer call in telling me that I need to walk him though installing his modem into his computer cause he bought it from my store, I informed him that I cannot do that because we are not insurred to so that, and it is a service that we sell. He went balistic at that calling me a ***king pain, and I can do it I just do want to, etc at the second F bomb I hung up on him!! then went and told the Genreal manager, so when the A-hole called back saying I hung up on him the manager would know the whole story. The manager backed me and said good for you! you should have to take that. So you shouldn't have to bite your tounge and stand there. If a custy swears at me (not in my presence) I will warn him that, he can't use that launge in the store, the second time he is escourted out by security.
Stand up for yourself.

[kannibul]

Kick 'em in the nuts, give 'em a reason to cuss!

In my perspective, I let it slide, unless they are directing thier swearing at me, instead of casual conversation.

Then - since I am 5'11" and 250, I look them in the idea, and thicken my voice and say I really wish you wouldn't talk like that.
I have a way with intimidating people

[Sunshine]

My .02 worth:
I would inform the customer that his language is inappropriate for use in a place of business. If he persists on using the language, ask his where he works. If he asks you why, inform him that you're going to drop in and see him where he works and do the same thing to him. People with that kind of disgusting garbage on their system don't give two hoots what kind of language they use, as long as they think it'll get them the results they want. While you're at it, you could also drop the hint that the "items" he has on his system may or may not be legal...and if you should find out for him by calling the local authorities? Do everything with a smile and be so sweet he'll get diabetes from you!!! Being SUPER nice to people who are just plain nasty to you is the surest way for them to get flustered and leave in a huff because they can't get a rise out of you (I've seen it happen!). With any luck, he'll never be back.

[PurpleDoc]

I work for a company, but I do not subject myself or the other customers to that kind of behavior. I will ask them to cease the profanity. If I see something I don't care to see or hear I will change it infront of the customer. Nude pics I change to a blank desktop and rude sounds I will go to the windows default. I don't erase anything so the customer can't complain. I will tolerate a few profanities that are directed to the computer in frustration, but anything directed to me will get a hang up or get out of the store with no warning. I expect people to treat me with respect and I do the same for them.

[http://forums.windrivers.com/cgi-bin/forum1/noncgi]

As far as this person being an important customer or a valued one he is not. I'm far from being the boss, I'm a Seventeen year old tech, getting ready to go to college and loving my job. I'm a valued tech here, but I didn't know what to do as far as responding back to him. There were other customers in the store at the time, I don't believe they saw the background, but I could tell they wern't that happy. My supervisor was in the tech room and my boss with someone else, so I couldn't really signal to them to come over so he'd shut up. I just helped him as best as possible and quickly so we could get him out.

[http://forums.windrivers.com/cgi-bin/forum1/noncgi]

I had a customer come in this past friday. One of our corporate guys informed me of a laptop hard drive install and OS reload on an IBM laptop. Ok, no problem. I am at the store from 11:30 to 8:00pm on friday's. The customer was to show up at 5:30 to 6:00. He shows up at 7:35. I have time to install the hard drive, and start the restore, but not be there for the finish. My girlfriend's birthday party starts at 8:30, so no chance of me staying late.

Anywayz, the customer comes to the front counter and the staff member there comes in the back to get me. The customer follows him. I explain that I was expecting him a while ago and that I had time to install the drive, start the restore but not be there to finish it.

They both went to the front where I figured they were filling in the paperwork, little did I know they guy was installing the hard drive himself! (found that out later). He comes into the back where I am (which he is not allowed to do first of all, we have barriers set up), sticks his finger in my face and says, "Let me get one f@!#$@ing thing straight. You are not leaving this f@#$@#$ing store until my f@#@#%ing laptop is ready. You got it? I don't give a f@#$@#, you can call the owner, call your manager, call anyone, but you ain't leaving this f@#$@#ing place until my system is ready and I see it working."

;-)

My response to this was of course, "Now let me make myself equally clear. You were expected at 6:00, not 7:35, and firstly, I will not be calling ANYONE, and regardless of the condition of your system, I can ASSURE you that at precisely 8:00 you will watch me walk out of this store and not look back, and you will not be able to stop me. Now get out of my service department".

;-)

The restore cd that was left for the customer turned out not to be the right restore cd anyway. I never layed a finger on his laptop and was never going to after the above happened. He started screaming and cursing while trying to do the restore himself, so I checked out the cd and it was not a restore cd, but just drivers. ;-) I smiled and gave it back to him. ;-)

8:00 came around, and I was out that door.

Today, the guy sends our corporate guy a bill for 2000$ for HIS time. We all had a good laugh.

[Dizza]

I work for a large retail company who has a service dept in each store. I am luckily the manager of the dept, and my way of dealing with "rude" or "obscene" customers is the same for my staff.

If a customer becomes out of hand with his mouth or physically, I simply smile at him/her, and advise them that they have 30 secs to calm down or I will have them removed from the store. Most comply.. those who don't, get asked to leave the store, and if they don't leave within a couple of minutes, the Police are called. Its amazing how people change when the police are there threatening arrest since they are now "trespassing". All my employees have been given the power to "kick" out a customer.

[Infin_IT]

Our department prides itself on it's good customer service, so we tend to have a lot of power to defend ourselves in situations like that. I've been known to go off on a user company for the same type of behavior. My advice is to always be the best you can be and always have excellent manners and work ethics so that when you do run into that irate user/customer you can stand your ground and know that your judgement and competance won't be questioned later....I guess it helps to have a good relationship with the boos too!

[Kenny P.]

If it's your business and you don't want his money, tell him to hit the road.

If it's not your business and you have not been directed on how to handle this type of situation, simply sympathize with the customer, take care of them as best as you can. For all you know, he wasn't the one that put the p0rn on there in the first place - were you there watching?

If you have been directed on how to handle these situation, follow your manager's direction and involve him if necessary. If you feel unconfortable doing this, also let your manager know. You do not have to put up with swearing, porno, rude customers, etc.

I try my best to work with the "less than desirable" customers as you may find that they are not bad people after all, but frustrated and you were silly enough to take him next in line... ;-)

Good luck!

Kenny P.