Log In  | Help
NACS Show 2022
  • Conference: October 1-4, 2022
  • Expo: October 2-4, 2022
  • Las Vegas Convention Center | Las Vegas

Handling the Angry Customer on the Front Line: When a Snickers Bar Is Not the Solution

October 3, 2022
8:00 AM - 10:15 AM CDT

Dissatisfied Customers can become angry customers very quickly --we have seen this lately on numerous news reports. The cashier is usually the first person an unhappy customer speaks to in a convenience store. The cashier needs to be prepared to neutralize this customer professionally and quickly. This session will show actions needed to diffuse the escalation of a complaining customer to an angry customer and keep the cashier safe by understanding the ways to handle the situation. Attendees will work on developing store policies and a protocols for employees to follow.