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Nur eine Person darf im Ärger-Boot sitzen
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Was du mitnimmst
- Wenn ein Kunde wütend ist, darf nur eine Person im Ärger Boot sitzen, nicht beide.
- Der Chef reagierte noch empörter als die Kundin und beruhigte sie damit sofort.
- Zeig sofort Verständnis und übernimm Verantwortung, dann entspannt sich die Situation von selbst.
- Ein Problem schnell lösen bringt den Kunden von Ärger zu Dankbarkeit.
Volltranskript
Das Transkript ist das englische Original mit Timecodes. Die deutsche Zusammenfassung steht oben. Sprecher werden automatisch zugeordnet.
0:00When I was 18 years old, I started working for a fur coat dealer. One day, I was in the back and this lady comes in and she is piss angry. "Where's Johnny? He sold me this coat and this button came off. This is so ridiculous. I spent so much money on this coat." John, the owner of the store, as he's walking towards me, I see him roll his eyes and then as he turns a corner, he goes right into character. "Mrs. Johnson, that is ridiculous. I cannot believe that you had a coat that had a button that was missing. Who sold you that coat? I need to find them right now. We'll get rid of them." All of a sudden, her whole tone changes. She started backpedaling. She's like, "I mean, you know, it wasn't that big of a deal." And he leaned in even further. "You should never have been seen in a coat that didn't have a button." And she's like, "You know what?
0:40I I I just I just want it to be fixed." He grabbed it from her. He's like, "You wait 2 seconds. We're going to fix this right now." He goes to the back. They fix the thing in 5 minutes. He hands it back to her. She's like, "Ah, John, you're always the best. I'm sorry I was a little bit over the top. I just, you know, I've spent so much on the jacket." And he's like, "As you should be." She walked out the door. He turned to me and he said, "There can only be one person in the angry boat."