A huge part of what I do for a living involves teaching my co-workers how to deal with all sorts of customers. I teach them the "tools" to help deal with most customer situations and inform them of their rights when it comes to Customer Service.
While on the floor the other day, I noticed a customer looking confused and searching for something. I stopped, turned around, and asked, "May I help you find something?" Her response was, "NO!!!! I GOT IT." I smiled, said "Okay, have a nice day," turned, and walked away, shaking my head.
A few days later, my co-worker asked a customer if they needed a bag for their one item. His response was, "UH?!?! YEAH. What's wrong with you? This is a grocery store. Of course I need a bag. What? Don't you understand that? YOU SHOULDN'T BE WORKING HERE IF YOU DON'T." His tone of voice and demeanor obviously indicated that my co-worker should "go back to her country." She did what she was taught to do: inform him that if he had a problem with her service, he could go to our Customer Service booth to apeak to a manager, called the next customer down, and gave that customer good service. He continued to rant and even said more derogatory things. She was so distraught, she rang up the next customer, stepped away, and began crying.
So, here is what I wonder? Is there any reason to be so mean? They were both simple questions. The second one was asked because, if you have not figured out yet, I work for a very "green" company. Nonetheless, what is the need to YELL? Both situations were simple and calm. Both questions were innocent. Both questions could have been answered with simple 'no' or 'yes'. But yet, these customers chose to become belligerent. And for what reason? And is there really any reason to be mean to us service workers?
I left work the other day feeling defeated. Not defeated by my co-workers not understanding what we do in our line of work. I actually am quite pleased lately because my work seems to be taking effect. I'm very proud of the level of service that seems to be happening. Even the most jaded co-workers seem to be happier. But, how am I supposed to implore that my co-workers be nice when all we get is SMACKED IN THE FACE? What is wrong with our society? I will not accept that because you spend money to purchase something, you deserve the right to demean the person helping you. You did not purchase a person, you purchased a product. Human beings have not been for sale for quite a while now.
So, what does one do? I am glad that my company does not allow its workers to be abused. We do ask customers to never return if they are rude and demeaning to anyone in the store. We don't want their business. But recently, I have just had a hard time being inspirational when customers feel they have the right to be mean. What happened to just being friendly to your neighbor? Someone please tell me. Later.