Customer accused my colleague swearing to him!

Middy

At work, at about 6pm - its fairly quiet, we had a customer, we never seen before. He was complaining that only one till was open. He was one of these types that was arrogant and had an attitude problem.

This wasn't the case as there was a basket till open (we do allow trolleys to go through after 5pm Mon-Sat and 3pm on Sundays). Plus self scans

The colleague on the main till said to the man (was serving a mother and daughter spending about £160) that he can go to the basket till.

He though the basket till was a self scan 'I'm not using those bloody things'. I was nearby and I said to him that the basket till is a manned till. Still he was saying arrogant and sexist remarks to both myself and my other female colleague on the checkout.

He was shouting and getting on the verge of becoming abusive. My female colleague snapped at him 'Go to the basket till you idiot'. He then said 'What did you call me?' My colleague apologised straight away. He went to the basket till to be served and he was still moaning, being arrogant and aggressive.

He complained to the duty manager that my colleague SWORE at him! Myself and two other colleagues had to submit witness statements. All three said more or less the same thing - customer being very arrogant and shouting and (colleague name) said 'Go to the basket till you idiot'

The duty manager said to the colleague that he needs to report what happened to the store manager and could be classed as gross misconduct.

The thing is that if 3 witness statements do tally with each other and mention no swearing said by the colleague in question, can the colleague still go into disciplinary? If it was me, I would be angry as it was the heat of the moment thing. Colleague in question has a lot on her plate at the moment - grandfather diagnosed with terminal cancer, sister had miscarriage etc. Also, if that customer came to the store in the afternoon, I bet he would be moaning about the checkouts.

All the duty manager was concerned with was that customer could be the mystery shopper.

Colleague was very teary, very angry and shocked.

lucylucky

Middy wrote: »

At work, at about 6pm - its fairly quiet, we had a customer, we never seen before. He was complaining that only one till was open. Complaining to whom? He was one of these types that was arrogant and had an attitude problem. How do you know this?

This wasn't the case as there was a basket till open (we do allow trolleys to go through after 5pm Mon-Sat and 3pm on Sundays). Was this relevant to the shopper?Plus self scans Many people do not like self scans

The colleague on the main till said to the man (was serving a mother and daughter spending about £160)irrelevant how much money was being spent that he can go to the basket till. Why could he not wait?

He though the basket till was a self scan 'I'm not using those bloody things'. I was nearby and I said to him that the basket till is a manned till. Still he was saying arrogant and sexist remarks to both myself and my other female colleague on the checkout. What sexist remarks?

He was shouting and getting on the verge of becoming abusive. I thought he was already abusive viz the "sexist remarks"My female colleague snapped at him 'Go to the basket till you idiot'. Big mistake He then said 'What did you call me?' My colleague apologised straight away. He went to the basket till to be served and he was still moaning, being arrogant and aggressive. Aggressive to whom?

He complained to the duty manager that my colleague SWORE at him! Myself and two other colleagues had to submit witness statements. All three said more or less the same thing - customer being very arrogant and shouting and (colleague name) said 'Go to the basket till you idiot' Sounds accurate

The duty manager said to the colleague that he needs to report what happened to the store manager and could be classed as gross misconduct. It could well be - verbally abusing a customer would I am sure be frowned upon

The thing is that if 3 witness statements do tally with each other and mention no swearing said by the colleague in question, can the colleague still go into disciplinary? Yes, if the colleague was abusive to the customer, which they were If it was me, I would be angry as it was the heat of the moment thing. Colleague in question has a lot on her plate at the moment - grandfather diagnosed with terminal cancer, sister had miscarriage etc. Irrelevant unless he/she was wearing a badge that said please excuse my actions as I am under a lot of pressure Also, if that customer came to the store in the afternoon, I bet he would be moaning about the checkouts. How do you know this? Is there some history of the customer doing this?

All the duty manager was concerned with was that customer could be the mystery shopper. Or a p!ssed off customer

Colleague was very teary, very angry and shocked.

I think if your colleague goes in full of apologies and explains things then a slap on the wrist will suffice. Do not have a go at the customer.

Middy

The customer was arrogant and aggressive to everyone he was spoken to in the store.

What I meant by if the customer came to the store earlier he would still behaved the same as some people have an arrogant and aggressive attitude about them all the time. He looked like one of those.

Sexist remarks included being called b1tch, airhead and had the remark you should be at home washing the dishes.

He was impatient by asking the mother and daughter to hurry up.

corbyboy

Why did you not do something about the customer being abusive?

If he had really said the things you claim, you should have called security immediately. By not doing this I don't think she has helped herself.

Two wrongs don't make a right and the colleague's behaviour is always going to be scrutinsed much more than the customer.

Can't see it being a sackable offence though, if that's what you mean by gross misconduct.

ohreally

Middy wrote: »

Myself and two other colleagues had to submit witness statements. All three said more or less the same thing - customer being very arrogant and shouting and (colleague name) said 'Go to the basket till you idiot

Why the hell did not one, but all three witnesses, feel the need to inform management in writing, that a member of staff called a customer an idiot?

corbyboy

ohreally wrote: »

Why the hell did not one, but all three witnesses, feel the need to inform management in writing, that a member of staff called a customer an idiot?

I read it as if they were asked to produce a witness statement after the customer reported it.

scooby088

ohreally wrote: »

Why the hell did not one, but all three witnesses, feel the need to inform management in writing, that a member of staff called a customer an idiot?

I was thinking this myself!!

Gordon_Hose

lol !!!!!!?

Your colleague called a customer an idiot? Wow.

Regardless of what the customer said, she shouldn't have called him an idiot. If he's being abusive leave it to security, if you feel threatened call the Police.

Never EVER call a customer an idiot. It just not good customer service.

lucylucky

Middy wrote: »

The customer was arrogant and aggressive to everyone he was spoken to in the store. And you have proof of this I assume?

What I meant by if the customer came to the store earlier he would still behaved the same as some people have an arrogant and aggressive attitude about them all the time. He looked like one of those. And you have proof of this as well?

Sexist remarks included being called b1tch, airhead and had the remark you should be at home washing the dishes. How many people heard this?

He was impatient by asking the mother and daughter to hurry up. "Just because he did this is no reason to call him an idiot"

No matter how bad you feel this might be, abuse towards a customer is not acceptable (unfortunately)

lvm

I'd be telling this colleague to start looking for another job.

What the customer said has nothing to do with the fact she called him an idiot. I would have done a lot more than just inform the duty manager of this. Fair enough I wouldn't have spoken to her how he allegedly did.

Despite what a previous poster said, the colleague's personal issues are relevant and should be discussed during any forthcoming disciplinary hearing. However it would help a lot if she has discussed these issues with a manager and informed them of the effect it was having. From previous experience no-one ever seems to do this.

Personally I'd be surprised if your colleague does not get invited to a disciplinary hearing unless it's just seen as an additional task for the management.

heretolearn_2

Your colleague should have called over security or the manager when he started being abusive.

She should not have called him an idiot.

2 wrongs don't make a right.