When working a job, that requires customer service, an employee kind of puts themself out there. They become the target for verbal and physical abuse, accusations, lies and some rather - I can't think of any other way to put this - smart ass remarks. And one of the most surprising things, except for the 'S A remarks', is that none of this is really aimed at the employee personally, instead the intentions are aimed at the company. The employees just happen to represent the company and end up taking the hit instead.
In the line of duty ,through the years, I have been hit by a grocery cart, swatted at, grabbed, hit on the arm, had a head of lettuce and a loaf of bread thrown at me, have been accused of everything from higher prices to rotten produce. That's the physical end.
And the verbal end doesn't get any better. There have been instances when customers feel a need to take out their frustrations verbally and that too, can seem like a slap in the face. There have been days when it can be never ending. Which has led me to believe that, if a person is frustrated then a grocery store is the place to go in order to release this inner self.
"Why don't you have it?" Well we don't handle that particular product, but I will check with the _________ Manager to be sure and see if we can get it for you. "Do we have a problem here?" No. "Are you trying to start something?" No. This is when you realize that this particular customer is trying to start a fight. So you stop talking, let them go on, turn and walk away. As an employee, you just kind of learn to live with it. Acceptance is a big part of the job.
But it is the comments that kind of have their own ranking and most generally entitle one to a bit of a laugh.
"Hey babe, where's the _____?" And then there is the customer looking for the sugar, or so you think. Having taken the customer to the baking aisle you are informed, "No, I mean where is MY sugar?" Once you roll your eyes, shake your head - you walk. Then there is the messenger, as he walks by you he hands you a piece of paper - it's his phone number with a message, 'Call me.'
But, the other night I heard a new one. "Hey, Sweet Cakes."
Now this term was being aimed at me, only I didn't know it. The call came from behind me - like an aisle away. But within seconds I heard it again, this time right over my shoulder while I was stocking a table. It was a guy and he wanted to know where the limes were. "Thanks Sweet Cakes." he said with a grin.
I have often wondered what makes people think that they can act, or say, whatever they want. Some actions are harassment while others border, or are, acts of assault. Which leads to another question - why work at this job?
These instances happen to most employees, so you are in good company. And the amount of times these things occur is far less then the acts of kindness and respect that is shown to you by other customers.
So at the end of the day it is realized that this is just part of customer service, the job that you do - no matter what they call you.
Talk at ya later!
In the line of duty ,through the years, I have been hit by a grocery cart, swatted at, grabbed, hit on the arm, had a head of lettuce and a loaf of bread thrown at me, have been accused of everything from higher prices to rotten produce. That's the physical end.
And the verbal end doesn't get any better. There have been instances when customers feel a need to take out their frustrations verbally and that too, can seem like a slap in the face. There have been days when it can be never ending. Which has led me to believe that, if a person is frustrated then a grocery store is the place to go in order to release this inner self.
"Why don't you have it?" Well we don't handle that particular product, but I will check with the _________ Manager to be sure and see if we can get it for you. "Do we have a problem here?" No. "Are you trying to start something?" No. This is when you realize that this particular customer is trying to start a fight. So you stop talking, let them go on, turn and walk away. As an employee, you just kind of learn to live with it. Acceptance is a big part of the job.
But it is the comments that kind of have their own ranking and most generally entitle one to a bit of a laugh.
"Hey babe, where's the _____?" And then there is the customer looking for the sugar, or so you think. Having taken the customer to the baking aisle you are informed, "No, I mean where is MY sugar?" Once you roll your eyes, shake your head - you walk. Then there is the messenger, as he walks by you he hands you a piece of paper - it's his phone number with a message, 'Call me.'
But, the other night I heard a new one. "Hey, Sweet Cakes."
Now this term was being aimed at me, only I didn't know it. The call came from behind me - like an aisle away. But within seconds I heard it again, this time right over my shoulder while I was stocking a table. It was a guy and he wanted to know where the limes were. "Thanks Sweet Cakes." he said with a grin.
I have often wondered what makes people think that they can act, or say, whatever they want. Some actions are harassment while others border, or are, acts of assault. Which leads to another question - why work at this job?
These instances happen to most employees, so you are in good company. And the amount of times these things occur is far less then the acts of kindness and respect that is shown to you by other customers.
So at the end of the day it is realized that this is just part of customer service, the job that you do - no matter what they call you.
Talk at ya later!
No comments:
Post a Comment