Impolite employees

[exodus]

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.

A well trained employee knows to call a supervisor or manager instead of making a bad situation worse. Yes, while it's true that everyone has bad day, it's also human to learn to think before you act.

 

[Kirk's_Tights]

A well trained employee knows to call a supervisor or manager instead of making a bad situation worse. Yes, while it's true that everyone has bad day, it's also human to learn to think before you act.

Why would they need to call a manager or supervisor? To say "I am having a bad day, please answer this question for me?"

I don't see why that would have to happen. I can understand a customer actually grabbing a manager or supervisor to complain about the behaviour.

Still, this person is apparently not normally like this towards the poster so it should have been easy to figure out that she was having a bad day. It is no excuse at all for what she did but we as humans know that we can't always be in the perfect attitude all the time. It's not right to lash out at customers but it's also normal to behave like she did.

In a situation like hers, all it takes is one question to annoy her. I'll bet she felt bad after. It's normal.

I just don't like it when people who don't work in this field think that someone has to be perfect all the time. People working with society are human as well. They have emotions that sometimes get the best of them. The real BS is how customers treat these people. That stupid "the customer is always right" line is utterly ridiculous. I don't care what the business plan is with that statement but it's stupid.

I once shared the story here about when I was a cashier and some guy got all upset because his coupon for 50 cents or whatever the price had been was expired so he threw a shit fit, dropped his grocery bags into the basket and walked off. That was over $200 worth of food that he left behind over an expired coupon for less than $1. Is he right for that? Don't think so. There was no way in hell I was able to accept an expired coupon.

Also, things happen that will stall your line, things you can't help, and you'll get a bunch if whiney, bitchy customers sighing and making comments, as if it's your fault, when there is nothing you can do about it. Does that make the customer right? Don't think so.

These types of workers get treated like shit by the public because the public only thinks of themselves and assumes that anyone in this job position has no right to say anything to you because you are always right. It's BS.

 

[exodus]

A well trained employee knows to call a supervisor or manager instead of making a bad situation worse. Yes, while it's true that everyone has bad day, it's also human to learn to think before you act.

Why would they need to call a manager or supervisor?

As a former retail manager for over 10 years prior to the job I have now, it's part of what you're paid and trained to do. It's the manager or supervisors job to deal with difficult customers as well as managing my staff when they had bad days. That is why I got paid more than my employees because I was expected and trained to handle these issues.

Managers also have the right if given permission from the home office to override expiration dates on coupons too.

As far as being treated like shit, welcome to the world of retail employment. Why do you think it's usually everyone's first job and the turn over is so high? Life doesn't always get better working in a office either.

The customer is always right is bullshit....................until you're the customer.

 

[Kirk's_Tights]

As a former retail manager for over 10 years prior to the job I have now, it's part of what your paid and trained to do. It's the manager or supervisor job to deal with difficult customers as well as managing my staff when they had bad days. That is why they get paid more than their employees because they are expected and trained to handle these issues.

Managers also have the right if given permission from the home office to override expiration dates on coupons too.

He wasn't being a difficult customer.

 

[exodus]

As a former retail manager for over 10 years prior to the job I have now, it's part of what your paid and trained to do. It's the manager or supervisor job to deal with difficult customers as well as managing my staff when they had bad days. That is why they get paid more than their employees because they are expected and trained to handle these issues.

Managers also have the right if given permission from the home office to override expiration dates on coupons too.

He wasn't being a difficult customer.

Then what's the problem?

 

[Amaris]

A well trained employee knows to call a supervisor or manager instead of making a bad situation worse. Yes, while it's true that everyone has bad day, it's also human to learn to think before you act.

Why would they need to call a manager or supervisor?

As a former retail manager for over 10 years prior to the job I have now, it's part of what you're paid and trained to do. It's the manager or supervisors job to deal with difficult customers as well as managing my staff when they had bad days. That is why I got paid more than my employees because I was expected and trained to handle these issues.

Managers also have the right if given permission from the home office to override expiration dates on coupons too.

As far as being treated like shit, welcome to the world of retail employment. Why do you think it's usually everyone's first job and the turn over is so high? Life doesn't always get better working in a office either.

The customer is always right is bullshit....................until you're the customer.

Yep. Whenever I was working at Walmart, Sears, wherever, anytime the customer either became upset or even slightly aggressive, unsatisfied, whatever, we were to contact the Manager or Supervisor immediately. They were trained to deal with conflict.

J.

 

[Kirk's_Tights]

As a former retail manager for over 10 years prior to the job I have now, it's part of what your paid and trained to do. It's the manager or supervisor job to deal with difficult customers as well as managing my staff when they had bad days. That is why they get paid more than their employees because they are expected and trained to handle these issues.

Managers also have the right if given permission from the home office to override expiration dates on coupons too.

He wasn't being a difficult customer.

Then what's the problem?

Maybe you should read what the OP typed and then read my posts again.

 

[exodus]

He wasn't being a difficult customer.

Then what's the problem?

Maybe you should read what the OP typed and then read my posts again.

I can read just fine thanks.

 

[Kirk's_Tights]

Then what's the problem?

Maybe you should read what the OP typed and then read my posts again.

I can read just fine thanks.

Uh....thanks for the rudeness but that was actually a polite post because it seems you are a bit confused and posted about the OP creating a fuss when he didn't, which is why I questioned your idea of getting a manager and thought you didn't read the original post.

The irony of an impolite poster in a thread about impolite employees.

 

[exodus]

Maybe you should read what the OP typed and then read my posts again.

I can read just fine thanks.

Uh....thanks for the rudeness but that was actually a polite post because it seems you are a bit confused and posted about the OP creating a fuss when he didn't, which is why I questioned your idea of getting a manager and thought you didn't read the original post.

The irony of an impolite poster in a thread about impolite employees.

Telling you I can read is rude?
Since when?

I made a post about the Op creating a fuss?
Where?

Only one making impolite personal comments, is you.

 

[Kirk's_Tights]

I can read just fine thanks.

Uh....thanks for the rudeness but that was actually a polite post because it seems you are a bit confused and posted about the OP creating a fuss when he didn't, which is why I questioned your idea of getting a manager and thought you didn't read the original post.

The irony of an impolite poster in a thread about impolite employees.

Telling you I can read is rude?
Since when?

I made a post about the Op creating a fuss?
Where?

Only one making impolite personal comments, is you.

LMAO.
The "I can read just fine, thanks" comment was clearly said (typed) in the exact way I took it.

You started talking about getting a manager to take care of a situation so I told you that the OP was not causing a problem and you were clearly confused. Not once did I, nor anyone else, say that the OP was causing a problem so I don't know where your comment was coming from. The employee was having a bad day. The OP didn't do anything wrong. That is why I don't understand why you suggested that a manager take care of a customer causing problems when it was simply a case of a worker being under stress. That is why I asked why a manager or supervisor should be called just for a worker to say "I am having a bad day, please answer this question".

Unless you are referring to something else and failed to point it out properly. I believe this is where the confusion arises. The main topic here is the OP and his problem. If you are talking about something else, please be more clear next time.

If you are talking about MY situation, you should at least give some indication that you aren't talking about point #1, which is the main point of this thread, and the guy wasn't there long enough for me to have to call management. He made a face, tried to get me to scan it, I apologised and said it was expired and he stormed off. Matter of seconds.

 

[Vanyel]

Well to get back to the OP's question: I do have a tale of poor customer service.

One Sunday after Mass, our priest took the choir out to lunch as a thank you from him and the congregation. When our food arrived we were short one order, the waitress was told of the missing order which was for a large woman. Fortunately she was on the far end of the table when this happened. The waitress said, in what she thought was under her breath, that she (our choir member) doesn't look like she would be going hungry. Quietly, to keep our friend from finding out what the waitress said, we let the manager know what was said. The manager gave us 1/2 off our large (16 people) order.

I'll share the worst part, we thought we could keep it all under wraps and not let our friend find out. The priest and our choir director talked to the manager away from our table. However, the one person in our choir, the one who has to know whats going on and tell everyone about it, heard too and told our friend, who then left with a very hurt look on her face saying she wasn't hungry.

Another one happened to me recently. I ordered a pizza for delivery. I ordered a medium pepperoni pizza with extra sauce. The pizza that came, had no sauce and had extra sausage. I called to let them know of the mistake and get the right order. The guy who answered said he put on the sauce himself and did not put any sausage on it. When I told him again what kind of pizza I received he said that's not what I made and had sent to you, but I'll send you a knew one anyway. What came was a pizza with so much sauce you couldn't pick up a piece without sauce or the toppings sliding off.

 

[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.

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?

Correct, to make money. But the customers sometimes they know the business inside and out and don't think things like confidentiality should play into it.

I expect service, correct but I also understand there are limitations to what a business can and cannot do.

 

[sidious618]

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?

I'd say in general you're right but I have a friend who runs a small business and when someone is an asshole he has no problem calling them on their shit. He's a bit of a character.

 

[Nerys Ghemor]

A well trained employee knows to call a supervisor or manager instead of making a bad situation worse. Yes, while it's true that everyone has bad day, it's also human to learn to think before you act.

Why would they need to call a manager or supervisor?

As a former retail manager for over 10 years prior to the job I have now, it's part of what you're paid and trained to do. It's the manager or supervisors job to deal with difficult customers as well as managing my staff when they had bad days. That is why I got paid more than my employees because I was expected and trained to handle these issues.

Managers also have the right if given permission from the home office to override expiration dates on coupons too.

As far as being treated like shit, welcome to the world of retail employment. Why do you think it's usually everyone's first job and the turn over is so high? Life doesn't always get better working in a office either.

The customer is always right is bullshit....................until you're the customer.

KT--if a customer is getting out of line, being an ass, or whatever, I as a manager WOULD like my team members to call me over if they feel uncomfortable with the situation for whatever reason. As I've joked with family before, my job as a manager is to take crap. ("Shit shield" is the more colorful name I've used for it.)

And as stated here--I can either negotiate in ways that team members are not authorized to do, or I can push back if necessary. Not rudely, but I do have more clout and am willing to use it if someone is harassing one of my team members.

And as an assistant manager, I've actually been on both sides of it, where if I feel the situation getting badly enough out of hand, MY manager has stepped in. Now, at my level this does NOT happen anywhere near as often as it does with team members, but it can and does happen. (These are usually the really SERIOUS dickheads.) And on occasion I have had to ask for my manager. But that's a mark of restraint, and what you pretty much HAVE to do in customer service. Your customer may be a jerk, but you have to be better than that.

 

[Tiberius Jim]

I've been in retail for about the past 5 years, working my way through college and have dealt with some real winners of customers. However, I've never lost my cool on a customer to the extent of the employee in the OP. I've dropped the fake niceness a few times when people have gotten in my face and have even had to ask some customers to leave the store...but I've never just blown up on someone like that. People might piss me off sometimes, but it's our job to deal with the ignorance that walks through our doors every day. If I went off on every customer who made a snippy remark or rubbed me the wrong way and I was having a bad day...well, I wouldn't be able to say I've been in retail for 5 years.

I'm all for ranting about customers who piss you off or giving crap back to people when they've crossed the line...but letting your personal life effect how you treat every customer just doesn't fly.

 

[Captain Ice]

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.

That answer is a major part of the problem.

Why?

Because it simply is not true.

Let me explain. When you have a customer who is taking advantage of you or who is being an absolute jackass to your staff, giving in to this attitude may or may not make them happy.

However, every other customer in your store sees this when it happens. They're not stupid either. They know when another customer is treating you or your staff like a doormat. If you take enough pride in your establishment to stand up to a customer who is taking advantage of you, they see that as well. I lost count of the number of times other people in my restaurant came up to me after a confrontation and said thank you for not cowing in to whatever bullshit the particular person was trying to pull on me.

Note something else too. If you stand up to the customers who are trying to take advantage of you, your employee morale goes up. If you stand up to anyone who is abusing your help, their morale goes up. When their morale goes up, your turnover rate goes down, and vice-versa.

Oh, and if you do give in to this type of customer, they will pull something similar on you every single time they come in. Why? Because they have you identified as an easy mark. You will give them something for nothing if they yell loud enough, so they do it every time. There is no profit in that. Also, the customers who watched you give in to this are either going to start doing it themselves, or stop coming back because you allow it. So, you lose your profit there too.

That rule should really read "The customer is always right....99% of the time" because that's what the reality is. I'll also be honest, when I first started into the business, I took the same attitude that you show. I had to learn.

I'll also make it clear that I told the staff that while I would listen to their opinion, I was the only one allowed to override "The customer is always right".

 

[flandry84]

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.

I hate to fall into the realm of cliche,but ..."That customer IS paying your wages".

Even if it were reduced to that /\ level,the impulse to grin and bear it to save the customers business should be reason enough.
Personally,I was thinking along the lines of simply being civil with people because of common decency and self-respect.(seems like those ideals are becoming rarer.)

 

[Tiberius Jim]

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.

That answer is a major part of the problem.

Why?

Because it simply is not true.

Let me explain. When you have a customer who is taking advantage of you or who is being an absolute jackass to your staff, giving in to this attitude may or may not make them happy.

However, every other customer in your store sees this when it happens. They're not stupid either. They know when another customer is treating you or your staff like a doormat. If you take enough pride in your establishment to stand up to a customer who is taking advantage of you, they see that as well. I lost count of the number of times other people in my restaurant came up to me after a confrontation and said thank you for not cowing in to whatever bullshit the particular person was trying to pull on me.

Note something else too. If you stand up to the customers who are trying to take advantage of you, your employee morale goes up. If you stand up to anyone who is abusing your help, their morale goes up. When their morale goes up, your turnover rate goes down, and vice-versa.

Oh, and if you do give in to this type of customer, they will pull something similar on you every single time they come in. Why? Because they have you identified as an easy mark. You will give them something for nothing if they yell loud enough, so they do it every time. There is no profit in that. Also, the customers who watched you give in to this are either going to start doing it themselves, or stop coming back because you allow it. So, you lose your profit there too.

That rule should really read "The customer is always right....99% of the time" because that's what the reality is. I'll also be honest, when I first started into the business, I took the same attitude that you show. I had to learn.

I'll also make it clear that I told the staff that while I would listen to their opinion, I was the only one allowed to override "The customer is always right".

Pretty much said far better than I could have said it. Bravo.

 

[James Bond]

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

Should retail employees not expect to be treated as a human beings rather than as pieces of furniture, or robots, by some customer with a delusional sense of self entitlement because he or she is "paying the employees wages?"