Impolite employees

[freak]

I think there are a couple of things customers need to be educated about and attempt to remember when dealing with impolite workers (at least in the retail sector).

Firstly, it isn't possible to leave your problems at home. That's an incredibly stupid thing to say. Stresses and worries don't come with an off switch and magically disappear come clock-in times. In relation-there is no 'take it home'. "I think I need a sick day, I'm stressed and afraid I'm taking it out on the wrong people." translates roughly into "I'm incompetent and dragging the company down and you need to fire me as soon as possible." to management. Therefore, most workers have no choice but to stay at work in less than amiable states of mind.

Secondly, if an employee magically became annoyed after you asked a question or made a smart (you probably thought it was humorous) remark about something, it's probably because they've already heard the same question or remark a few dozen times already that day, and honestly, patience only extends so far. If it's a valid question, take the answer, say 'Thank you' to remind them you weren't in the wrong, and leave. If it's a smart remark, think twice before making another. The fact that someone is wearing a name badge doesn't mean they should be driven insane for your entertainment. You might feel chirpy and witty, but chances are the worker you've targeted is tired and steadily losing their sense of humor.

And finally...I can promise you that nobody in the retail sector is paid enough to honestly be expected to deal with all the bullshit thrown their way by customers and corporate, especially in these trying economic times, when coworkers are being fired and workload tripled.

Get your crap and go, and be thankful you're off the clock.

Wow. Just wow. Good luck working for the next 40 years or so with an attitude like that. I agree with Admiral Jarok.

I totally agree..this is part of the problem at hand and what I was trying to point out was that 1)I was not being a smart elleck with this lady..just merely stating a question and she lashed out at me for no apparant reason and 2)ishe upset me so bad that I came home and was in tears for about thrity minutes or so crying my eyes out. And yes, good luck with working for the same company for a long period of time with a piss poor attitude like that. No offense, but it's workers who are like that who make work more stressful for the workforce as well as the customers in general. So turn about is fair play,dude.

 

[auntiehill]

I worked retail for well over ten years, in both the lowest of the low floor positions to being the department manager. If I had an employee speak to a customer like that--or if I had done that myself---I'd have been fired on the spot.

Yes, customers are rude and stupid and sometimes insensitive, but if it weren't for the customers, the retail workers would have NO JOB! You suck it up, plaster a smile, or at the very least, a blank look, on your face and treat people with a modicum of respect.

I would have gotten that woman's name and promptly found a manager. Nothing will change until the manager finds out and corrects the problem. Management wants two things: happy customers and profits, because the two generally go hand in hand. Rude and abrasive employees risk both of those things, so management will find a way to nip that behavior in the bud. Plus, you are doing the company a favor by helping them eliminate things that cost them customers.

If any employee ANYWHERE treated me like that, I'd find the person in charge ASAP.

 

[freak]

You would huh, auntiehill? See, i'm the type that likes to avoid conflict at all costs and this lady is most of the time very nice to me. I don't know, maybe asking the question I did made her think I was being a smart ass and I wasn't trying to be by any means and that's why she lashed out at me.

 

[Nerys Ghemor]

I think there are a couple of things customers need to be educated about and attempt to remember when dealing with impolite workers (at least in the retail sector).

Firstly, it isn't possible to leave your problems at home. That's an incredibly stupid thing to say. Stresses and worries don't come with an off switch and magically disappear come clock-in times. In relation-there is no 'take it home'. "I think I need a sick day, I'm stressed and afraid I'm taking it out on the wrong people." translates roughly into "I'm incompetent and dragging the company down and you need to fire me as soon as possible." to management. Therefore, most workers have no choice but to stay at work in less than amiable states of mind.

Secondly, if an employee magically became annoyed after you asked a question or made a smart (you probably thought it was humorous) remark about something, it's probably because they've already heard the same question or remark a few dozen times already that day, and honestly, patience only extends so far. If it's a valid question, take the answer, say 'Thank you' to remind them you weren't in the wrong, and leave. If it's a smart remark, think twice before making another. The fact that someone is wearing a name badge doesn't mean they should be driven insane for your entertainment. You might feel chirpy and witty, but chances are the worker you've targeted is tired and steadily losing their sense of humor.

And finally...I can promise you that nobody in the retail sector is paid enough to honestly be expected to deal with all the bullshit thrown their way by customers and corporate, especially in these trying economic times, when coworkers are being fired and workload tripled.

Get your crap and go, and be thankful you're off the clock.

Bullshit. I've worked a lot of shitty jobs that paid next to nothing. I've worked the type of jobs were people were extremely rude to me, and at times I was dealing with a lot of stress. But you know what, that didn't give me the right to be a totally douche to someone else. Especially considering what the OP was talking about. The question she asked seemed to be harmless enough, and it's not her problem that the employee was having a bad day. I've had my share of bad days, but I don't let it interfere with my work. If someone is, maybe they should look into getting some help.

As the poster above said, I was thankful I had a job at all. Does that mean customers have the right to be asses. No. Now if someone is deliberatelytrying to provoke you, that's a different story. I hated when customers were assholes, but that doesn't mean I took it out on every customer I saw.

Indeed. I am in customer service and I can tell you that if one of my employees spoke to someone the way that person spoke to freak, or if I got caught speaking like that by MY manager, there would be hell to pay, and deservedly, there should be.

Someone with that little self-control should be in another line of work, one that does not require them to interact with the public.

As a manager, though--I believe you would have been well within your rights to report the exchange you had, bad day or no. That sort of loss of control IS something I would want to know with one of my team, so I could find out what's wrong. That doesn't necessarily mean termination. It can mean discipline, yes, but if there's a serious issue, it could also mean making them aware of what resources may exist to help them.

 

[auntiehill]

You would huh, auntiehill? See, i'm the type that likes to avoid conflict at all costs and this lady is most of the time very nice to me. I don't know, maybe asking the question I did made her think I was being a smart ass and I wasn't trying to be by any means and that's why she lashed out at me.

I hate conflict just as much, if not more, than most, but I also don't believe that people have the right to treat me like dirt when I, the customer, am the reason they are employed in the first place. The job is customer SERVICE, not customer abuse. It won't change unless someone points out the problem.

I shop at Kroger's as well, and I had a sales person be VERY rude to me. There were two Kroger's in our area at the time, and I finally stopped going to the one that was closer simply because of the staff. I finally complained after I had to make an emergency run to the one closer, one weekday. I wanted to buy a newspaper along with my groceries and for some reason, this pissed the checker off to no end. She turned and walked away from the checkout, in the middle of ringing me up. Didn't say anything--just left me standing there. She finally came back and wouldn't talk to me--just stuck her hand out for the money--all while sighing and rolling her eyes at me.

I called the manager of the store from home, told him what happened, what the lady looked like, and he not only apologized, but sent me a $50 dollar gift card---which I used at ANOTHER Kroger.

Call from home, write a letter, send an email or come in on another day, but you MUST complain, because if this person made YOU feel bad, then she probably also made someone else feel just as bad.

 

[freak]

I might just have to do that, auntiehill..but I don't want her to loose her job in the process..but if worse comes to worse, I might have to do that.

 

[Captain Ice]

No one has said you CAN leave personal problems at home, but an effort must be made.
Work/personal ARE two different components of a life. And like diferent componants in anything, they need to be dealt with appropriately. There is nothing to say that an employee who is having a bad day can't appologize for being out of sorts...ie..."Sorry, give me a moment, busy day. The take a breath and ask, How may I help you?

QFT.

Sometimes it's damned hard to do, but you cannot let your personal stresses affect how you interact with your customers. They are the reason that you're there.

That's not to say that your frustrations won't find a way to come out while you're at work, but you cannot allow your customers to see them.

I hate conflict just as much, if not more, than most, but I also don't believe that people have the right to treat me like dirt when I, the customer, am the reason they are employed in the first place. The job is customer SERVICE, not customer abuse. It won't change unless someone points out the problem....[snip]

Call from home, write a letter, send an email or come in on another day, but you MUST complain, because if this person made YOU feel bad, then she probably also made someone else feel just as bad.

freak, I've been in management in the service industry and I hate conflict every bit as much as you do, but....

I CANNOT STRESS THIS ENOUGH. The store management needs and deserves to be alerted to this problem. Just because she's nice and sweet to you 90% of the time does not mean that she hasn't blown her top at someone else and not been called on it. If this behavior is as infrequent as you think it is, then her manager will know that she's not normally like this and should do what he/she can to help alleviate whatever is causing it. If nothing else, if you had brought it to their attention before leaving the store, they could have sent her for a cup of coffee for a minute to give her a chance to calm down and go back to being her normal self.

By not calling this behavior to the manager's attention, you do disservice to both yourself and the shop. You're unhappy about what happened. The management doesn't know what happened and therefore cannot intervene. Worst of all, how many people has she done this too, or have seen her do this to someone else, and have simply chosen to take their patronage to Safeway in the future as a result?

If I were in your situation, I would call the store manager tomorrow morning and have a chat with him or her. Tell them what happened and who is involved. Why? Because by telling them even at this point, you are allowing them to make it right by you and also to pull her in and find out what's going on to cause this. In the worst case, they know to watch her in case it happens again.

 

[Thespeckledkiwi]

Sometimes, though customers forget logic. *sighs* It goes both ways.

 

[freak]

i do agree..I think I'm gonna call the manager ASAP and get the matter resolved. I just don't want to get on this lady's bad side about this..you know what I mean? But I think everyone is right-they NEED to know about this so it won't happen anymore.

 

[exodus]

I think there are a couple of things customers need to be educated about and attempt to remember when dealing with impolite workers (at least in the retail sector).

Firstly, it isn't possible to leave your problems at home. That's an incredibly stupid thing to say. Stresses and worries don't come with an off switch and magically disappear come clock-in times. In relation-there is no 'take it home'. "I think I need a sick day, I'm stressed and afraid I'm taking it out on the wrong people." translates roughly into "I'm incompetent and dragging the company down and you need to fire me as soon as possible." to management. Therefore, most workers have no choice but to stay at work in less than amiable states of mind.

Secondly, if an employee magically became annoyed after you asked a question or made a smart (you probably thought it was humorous) remark about something, it's probably because they've already heard the same question or remark a few dozen times already that day, and honestly, patience only extends so far. If it's a valid question, take the answer, say 'Thank you' to remind them you weren't in the wrong, and leave. If it's a smart remark, think twice before making another. The fact that someone is wearing a name badge doesn't mean they should be driven insane for your entertainment. You might feel chirpy and witty, but chances are the worker you've targeted is tired and steadily losing their sense of humor.

And finally...I can promise you that nobody in the retail sector is paid enough to honestly be expected to deal with all the bullshit thrown their way by customers and corporate, especially in these trying economic times, when coworkers are being fired and workload tripled.

Get your crap and go, and be thankful you're off the clock.

Bullshit. I've worked a lot of shitty jobs that paid next to nothing. I've worked the type of jobs were people were extremely rude to me, and at times I was dealing with a lot of stress. But you know what, that didn't give me the right to be a totally douche to someone else. Especially considering what the OP was talking about. The question she asked seemed to be harmless enough, and it's not her problem that the employee was having a bad day. I've had my share of bad days, but I don't let it interfere with my work. If someone is, maybe they should look into getting some help.

Very well said.

Sorry KiraDax but what you describe is a poor work ethic.
While at work, you represent the company you work for and if you as an employee can't handle dealing with a customers issues, then you politely call a supervisor that can. That customer helps support your salary.

 

[judge alba]

I deal with customers all the time at work and though i get bad days i have to bite my tounge a bit a be polite to them most of the time. after all for the most part its not thier fault the person before was an ass.

 

[flandry84]

Simply put,there is no excuse for bad manners,none.

 

[freak]

Here's what I am gonna do..I'm just gonna let it run down like water off a camel's back and give the woman the benefit of the doubt because she was indeed having a bad day. Yall can lash out at me all you want to but all I wanted to do here was to come and vent off some frustrations without advice or anything. We have a great reputation over at Kroger's and have been going to them since we first moved into the city in 1996. I'm afraid that if I start complaining over spilt milk, then rumors will spread about us, causing us to not have any help from any of the employees that work there. Plus our Kroger's managers aren't the best helpers in the world anyway so what good would it do to complain about something that is basically a simple matter. I think I made basically a big deal about a not so big thing yesterday and all though I did come home upset and angry at the world, I'm not gonna let that attitude drag my day down anymore. But if this happens AGAIN, I will personally see to it that I go up there and speak to a manager. I think that it's basically too late to do anything about it now and that I should have said something yesterday to a manager if something were to get done about it. Plus this is the same lady who always asks about me when Mom is in the grocery store. So, it's not a big worry for me anymore. I think when I told mom about this, she didn't really believe me or want to believe that this lady treated me this way. Maybe yesterday I actually did come about as being sarcastic(even though no intentions were ever made to make me sound like that) to her and that's why she got onto me. I WAS having a bad day yesterday and body languages give off crazy vibes in the workplace sometimes. Who knows sometimes? But that's what I am doing as of now..giving the lady the benefit of the doubt cause it was only one time that she did this to me. And people have their off days. I would still like to read about any bad customer service experiences in the past and how you have overcome it though.

 

[Gryffindorian]

It's the whole life, liberty and the ENTITLEMENT to happiness that seems to be getting a little stronger with each generation (and I'm in one of those generations). These days there are a lot of employees who feel like their jobs are beneath them and therefore the customers are also beneath them.

And they shouldn't have to apply for work. The work offers should come to them. Because after all, a 2.2 high school GPA and no special skills whatsoever is just what a fortune 500 company is looking for.

Sad but often true. To quote Mark Twain, "Don't go around saying the world owes you a living; the world owes you nothing; it was here first."

As much as I hate lousy customer service, I try not to get into a confrontation with said employee. Besides, if it's something minor, I just ignore it. If it really bothers you, you should write of complaint to management, but try to sound diplomatic and polite.

 

[freak]

yeah that's true as well..BTW, like your avatar. Kris Allen fan, huh? So am I.

 

[Thespeckledkiwi]

Simply put,there is no excuse for bad manners,none.

Except when the customer always believe that the customer is always right mantra. One of the dumbest things ever.

 

[Plecostomus]

It's been my observation that, in one single generation, costumer service has completely fallen apart.

It's been over six years since I worked retail, but when I started there was a standard set of ground rules that everyone followed. I don't think they exist anymore.

Not everyone is cut out for retail but that's the only thing hiring these days. You end up with people out in the trenches that have no people skill whatsoever. People who would have gravitated to trades or other back office work "back in the day."

...you take what you can get to keep the roof over your head.


Not an excuse for the poor standards though. My suggestion is if the service is REALLY subpar, complain. and KEEP complaining up the chain of command. Don't just stop with the shift manager or store manager, keep going until the staff gets shuffled.

 

[Kirk's_Tights]

Thank you to all the responses thus far. Yes, I guess the woman was having an off day, but that does not necessarily make it right for her to take it out on me. I wasn't the cause of her troubles! And I do agree..customer service has gone down the tubes since the economy went to hell and a handbasket! I really don't care what kind of job I have though, whether it be a janitor, custodian, or cashier..I would try my HARDEST to keep my personal problems OUT OF THE WORKPLACE.
I remember one of my professors at college talking about that one time. He worked as a Human Resource Manager in a big company and was constantly getting bitched at about anything and everything. He said that one person was taking his personal problems out on him and that it wasn't right! He also stated that employees should leave their personal problems outside of the work environment and to remember that the customer is always right! He was a great guy and didn't deserve to be treated like a doormat at his job. He actually had to cancel class one time because of it!

I doubt you've never exploded at a random person in your life after having a bad day. It's a human thing to do.

I worked as a cashier before and I came across some pretty ignorant CUSTOMERS. They can be far worse than any employee. I've had loads of irritating customers with chips on their shoulders and it doesn't make my day any better but in that business, you are dealing with society so you do have to put on a smile, no matter how fake it is, but, at the same time, you have to realize how frustrating that job can be. People complain about things, they bitch over stupid things like a coupon being expired (had that problem, laughed afterwards at how pathetic the guy was over peas)....it wasn't right of her at all but I can understand where she was coming from.

It's not your fault, either, but it's not always easy to have things bottled up and sometimes working with society can make you want to rip your hair out. You can't expect people to keep a smile on 24/7, 365 days a year. There is bound to be at least one day where you hate life and everyone around you and lose control of yourself. Again, it's not right but you apparently knew this woman wasn't like that so you shouldn't hold it against her for getting upset one time when every other time she was kind to you. That should have been your first clue she was just having a bad day and it wasn't anyone's fault.

 

[sidious618]

I doubt you've never exploded at a random person in your life after having a bad day. It's a human thing to do.

I worked as a cashier before and I came across some pretty ignorant CUSTOMERS. They can be far worse than any employee. I've had loads of irritating customers with chips on their shoulders and it doesn't make my day any better but in that business, you are dealing with society so you do have to put on a smile, no matter how fake it is, but, at the same time, you have to realize how frustrating that job can be. People complain about things, they bitch over stupid things like a coupon being expired (had that problem, laughed afterwards at how pathetic the guy was over peas)....it wasn't right of her at all but I can understand where she was coming from.

It's not your fault, either, but it's not always easy to have things bottled up and sometimes working with society can make you want to rip your hair out. You can't expect people to keep a smile on 24/7, 365 days a year. There is bound to be at least one day where you hate life and everyone around you and lose control of yourself. Again, it's not right but you apparently knew this woman wasn't like that so you shouldn't hold it against her for getting upset one time when every other time she was kind to you. That should have been your first clue she was just having a bad day and it wasn't anyone's fault.

I tend to agree. I'm not defending the woman's actions but every once in a while people slip up and lose their temper or their cool. It happens, even in stores.

 

[exodus]

Simply put,there is no excuse for bad manners,none.

Except when the customer always believe that the customer is always right mantra. One of the dumbest things ever.

It's a business, the point of which is to make money. The customer is the consumer spending their earned money in the hopes of repeat business. So yes, the customer is always right if a profit is to be made.

As a consumer, do you not expect the proper service when you spend money at a place of business?