Customer accused my colleague swearing to him!

GothicStirling

lvm wrote: »

Personally, I'd love to know where this place of work is so that I never shop there again.

I think the fact this colleague has been able to call a customer an idiot with absolutely no repurcussions is disgusting. It doesn't matter how much she was irritated by this customer - anyone who works in a customer service industry should know better.

Seeing as self-service tills were mentioned, I'm betting on Tesco's or Asda.

GothicStirling

briancrum wrote: »

Personally I'd love to know where you shop so I never go there and bump into you as youre quite obviously one of these 'idiot' me me me customers who treat staff like dirt

It's called capitalism, dear.

lucylucky

GothicStirling wrote: »

Seeing as self-service tills were mentioned, I'm betting on Tesco's or Asda.

Or Morrisons


Or Sainsburys

Gordon_Hose

Yes, or B&Q!

lucylucky

So the OPs colleague could have been rude to a customer in one of many places:D

Strider590

If a customer did that to me and then complained, I'd want to drop kick them in the face!!!

SOLUTION, if they mention making a complaint.... Drop kick awkward customer in the face first, at least you'll know your getting sacked and feel better when it happens

Gordon_Hose

Strider590 wrote: »

If a customer did that to me and then complained, I'd want to drop kick them in the face!!!

SOLUTION, if they mention making a complaint.... Drop kick awkward customer in the face first, at least you'll know your getting sacked and feel better when it happens

Always nice to have a GBH charge on your record sheet lol

duchy

I'm glad the abusive customer did come back in and apologize (and very surprised that they did TBH) but bottom line is whatever the provocation -staff can't retaliate in kind-it *is* gross misconduct.
I've worked in retail (also in the pub trade) and have before now told customers I will not serve them whilst they are been abusive (to me that includes the worst of the swear words and racist or sexist abuse). One once had the nerve to tell me I had no choice -that I was paid to do so -My response was to say-""I'm not paid enough then" closed my till and walked away. (I did get into trouble for that one -but told my manager I wasn't going to tolerate it and to take it to head office -He backed off, agreed I had a point and told me I didn't need to serve that customer again).
Any customer service role you will get stressed out customers but there is a line between stressed out and abusive but IMO companies have a duty of care towards their employees. Maybe this incident will do some good if it can be used to open up discussion with management about they feel these cases should be handled -and implement procedure as to how far is too far and at what point staff can/should refuse service/call security/call a manager.

Incidently in my current role I do get some very stressed out customers -the type who ring up screaming demanding a manager . In three years I've yet to actually transfer one to a manager but have sorted out their issues myself and in some cases got letters from those same customers thanking me -often people react that way because they feel ignored -of course othertime they are just idiots

Strider590

Gordon_Hose wrote: »

Always nice to have a GBH charge on your record sheet lol

We live in a country where murders get out in 4 years on good behaviour.

You'd get a slap on the wrist.

danothy

briancrum wrote: »

Personally I'd love to know where you shop so I never go there and bump into you as youre quite obviously one of these 'idiot' me me me customers who treat staff like dirt

GothicStirling wrote: »

It's called capitalism, dear.

I despair. If this genuinely is capitalism then maybe the Trotskyites have it right. I never understood why some people would appear to think that those in service industries were lesser people somehow.

It's a poor move to call a customer an idiot or to be anything but matter of fact with them, even in the face of abuse from them, but the fact is that people just shouldn't treat you like that. You're well within your rights to refuse to serve them (as service is not obliged in the first place and you also have a general right to not be abused).

When on the receiving end of an abusive customer I have often found that refusing to serve them on the grounds of their behaviour is a bigger slap in the face than a direct insult, with the added benefit that you are in the right.