When does a customer cross the line?

[GirlWhoLikes2Laugh]

Had a tough day at work because my supervisor pulled me aside in private to tell me that she heard a customer complain about me last week. She said that the customer complained about how I treated the customer before her in that she didn't have enough money for her items & claimed that I was rude and abrupt. She then told me that she or her husband is going to go tell everyone about it on Facebook. Told her that I was sorry this happened and thought it was terrible that she's upset and going on Facebook. Supervisor told me that the lady said the Asian woman I was helping was embarrassed and I didn't realize that so I handled it as best I could.

I think this lady crossed the line because she was complaining about how I treated ANOTHER customer, not her. I don't know why so many people have a hard time minding their own business . I'm high functioning on the Autism spectrum and have to work like everyone else. Sometimes it's hard for me to read other people's expressions.

Just would like to hear your thoughts on this situation.

 

[rdhd]

I have a daughter with a condition similar to yours, and I can see your point. And yes, not sure the other customer had any business chiming in there (they really shouldn't be watching other customers' transactions, in my opinion). Maybe the Asian customer was embarrassed, maybe not (how did the other customer know?). So she didn't have enough money? - yeh, never happened to me...it is embarrassing, but you survive.

 

[C.A.B.]

Don't be too hard on yourself. Most folks, even without being a little Aspy, have a hard time being empathetic and forgiving these days, it seems. Bad moods can spread like a virus; the Asian lady may not have been having a good day; and the lady behind her as well; then your boss wasn't having a good day; and eventually it spread to you. The only defense is to recognize that we ALL fall short of perfection, and do our best to forgive and forget and move on. Especially when we think we have been slighted wrongly.

In your defense; there is a historical propensity in Asian cultures to keep a stoic face, and not telegraph one's emotions readily. An old fashioned notion to be sure; but it might have been the root of the misunderstanding.

Tomorrow is yet another day for us to 'try again'.

 

[MistressMia]

I'm so sorry you had to endure this situation. Retail is tough! I've worked retail before, but not behind the register... I could never work behind the register because my supervisors knew that I could quite possibly reach across the counter and "choke a bitch out" so to speak. 😉

I totally agree with the previous posts... There are many factors that play into a situation. Keep your chin up and have a better day tomorrow!

 

[mj57]

As difficult as it is to do, put the situation out of your mind. You did your best under the circumstances for someone who wasn't even originally involved, and tomorrow is another day. *hugs*

 

[mj57]

And in answer to the original question, the 2nd customer crossed the line when they got involved with something that didn't even affect them.

 

[Mitchell]

Jen, it would seem that the second customer was doing nothing but causing you unneeded trouble, by involving herself in something that was really none of her business. Sorry you had to deal with that.

 

[gentlefeather007]

I think I may have told my supervisor to go "f" off. First there is no easy way to deal with customers who can not afford their items, second if customer #1 doesn't complain customer 2 should also stay out of it, none of their business. I don't know what was said to the customer but I understand how you could get frustrated by someone shopping and not having enough money I am in phone order taking and people get so nasty when you tell them their credit card was declined!!
Hope tomorrow is a better day!!!
🙂

 

[milagros317]

The second customer butted in to something that was not her business. IMO, she is the one who crossed the line. Put it behind you, Jen. 😀

 

[GirlWhoLikes2Laugh]

Thanks for everyone's kind words & support. I think apparently she could tell that the Asian lady was embarrassed. I do think she didn't have enough money and next time I'll handle it better. I'll put it behind me and I'll try to learn from my mistakes. Although, my supervisor told me in response to me saying that it wasn't the other customer's business, she said that customer service is everyone's business. I only agree with that to a certain degree.

 

[Spiderdude26]

I work in retail as well and some customers complain to management when we give them excellent service because they feel they can get money taken off there purchase that way. But you situation is far more worse I say take them to court for harassment!

 

[GirlWhoLikes2Laugh]

Well, if I knew the name of the lady who complained about me, I might consider taking her to court for harassment. The reason i know that she or her husband was to squeal on me on Facebook is because I was told that the Thursday before Halloween is that she told who ever was in charge that night that she was going on Facebook to complain. I just don't get people sometimes . I'll be okay, just don't want to lose my job over it.

 

[chicago]

I would say a customer crosses the line when they make personal insults or physically touch you. I'm sure there other instances, but those are the pretty major ones I can think of.

Customers are going to complain for every reason under the sun. They could be having a bad day and decide to take it out on you. Most customers who say they're going to "call corporate" or in this case make complaints on facebook, don't go through with it. They're just saying that in the heat of the moment.

Your manager is just letting you know because they probably weren't present for that situation and maybe if you think things over, you could find something you could have done differently. Maybe not. Most managers will support their team and unless that employee has had multiple complaints of the same kind, just chalk it up to typical retail bullshit lol.

 

[helplessandhappy]

I can't really comment on what happened because I don't entirely understand what you said to her. But I do agree with Annie that most people who threaten to call corporate never do. People are total assholes. I applaud you for even being able to work in the customer-service field without going insane and killing everyone. I can't do it.

A story: Years ago I did do it because I didn't have a choice. I was a hostess/cashier at a Mexican restaurant. The managers were total assholes and wouldn't let you call in sick unless you could find someone to cover your shift. I couldn't, so I had to work while burning up with fever and dying of bronchitis and a throat infection. Not only did it suck, but one of the customers called the OWNER and complained about me saying I was "unfriendly" and "looked like death." It really hurt my feelings.

Also, during that same sickness a few days later, someone called my manager and said that it wasn't right to have the cashier being forced to work while sick like that. They said that it wasn't only cruel but it was endangering innocent people because I was coughing all over everything. They said that they were coming back to the store in an hour and if I wasn't gone, they were calling the health department. My manager finally let me go home and rest.

So sometimes, customers complaining is a good thing! I will always be thankful for that customer. It's not right that places force people to work sick like that. This is only one of many jobs where I was told I had to work while sick. I will never, ever work for a place like that again.

 

[desdemona]

Customer service is an art - and often a lost one. People speak up about ridiculous things. They also stay silent when something should be said. I went out to eat recently and ordered some sangria. The waitress brought me a margarita and I explained that it was not what I ordered. She apologized, brought me the correct drink and went about her business. Not five minutes later, the bartender brings out the drink that was served to me (it was a sampler trio kind of thing in a special holder, the restaurant wasn't crowded, and it was easy to see the bar from where we sat). She offered it to the table next to us saying it was made by mistake and asked if anyone wanted it. I was floored. I didn't say a word to the manager, but I won't be dining there again. A part of me wanted to call the restaurant afterward and tell them about the incident so they can watch for this and correct this kind of thing - if there had been any kind of inspector present, it would not have looked good.

On the flip side, I also take the time to give positive reviews and comments for when I receive exceptional service. If you call out the bad behavior, you should at least acknowledge those who go above and beyond normal service. And with today's world of online reviews easier than ever, you better believe companies are paying attention to what their reputation is - online and off.

 

[TeeHeeLawrence]

As someone who's worked in retail for a looong time (far longer than is good for one's health), I must confess that I've had moments where I've not only not been nice to a customer, but downright rude. Perhaps it was because I was tired, or feeling stressed and distracted by an assigned task, or maybe it was an unguarded response to the customer's tone (as I perceived it) or (again, apparent to me) stubborn obtuseness.
Regardless of the cause, I always regret it later. After all, providing conscientious, patient customer service is the mark of a professional sales clerk, like a baseball player hitting the cutoff man on a relay play. I remind myself to do better next time, but, inevitably, sometimes I chuck the ball over the shortstop's head.<p>
Customers and clerks, we're all human, prone to our emotions, prone to be less than charitable in an interaction.<p>
The key, GirlWho, is to keep on doing what you've been doing: let your conscience be your guide (No one's harder on you than you, said Jiminy Cricket.) and keep talking with your supervisor (who I would think should see that you were as shaken up about the matter as anyone).
And, as others have said, don't let it get you down and remind yourself that tomorrow is another day.<p>
(There! I think that I opened every fortune cookie in the house.)

 

[WorkInProgress]

Here's what I would suggest. First of all, Customer A has every right to express concerns about how a cashier treats Customer B, but Customer A's complaint should be taken with a grain of salt because Customer A is a step removed from the interaction. And expressing concern to the manager about anything is not harassment. (Where Facebook is concerned, that could be harassment, but if the only people who see her post are her own Facebook friends, and if it doesn't go viral, then you're best off letting that part of it blow over.) With the manager, the main thing you should do is ask the manager how she would prefer you to handle such situations in the future, because if she's contented to instruct you for the future rather than make a big deal out of this, you should accept that. It's only if the manager thinks that a serious incident happened, an incident worth more drastic action than a mere instruction for the future, that there's an actual problem.

 

[Dussicar]

You know what you were dealing with?

A pathetic suburbanite, afraid of their own shadow.

They have no REAL power in the world and they know it. They flex what little power they have (which is none) to make themselves feel "individualistic"

Betcha if you could turn yourself invisible and follow her around all day you would get to see it. No respect from her husband, no respect at work, afraid to speak her mind because the social police will kick in her door- even in front of her own friends.

This is why I fucking hate suburbanites.