Would you let the public verbally abuse you for just doing your job??

monkeysnapper · 16-11-2016 01:08AM

Years ago I worked for a large German retailer, and due to the practices they adopt got a good few verbally abusive customers.

The same as been said above I just smiled and became very sympathetic to their needs. Drives them nuts , you are in control, they can't report you. ...

You win.......they lose ....

bodice ripper · 16-11-2016 02:03AM

When I was tattooing in Amsterdam I kept a propeller beanie under the reception desk. If anyone started being a dick, I would ask them to give me a moment and I would put it on, then ask them to continue.

Reception was right under a fan too, so the propeller would spin.

Robsweezie · 16-11-2016 02:25AM

i've always thought this ''customer rage '' was an american thing. loud abusive customers, throwing phones at staff demanding managers etc. conjures up images of something from a walmart. of course it can happen in ireland but i associate it with wacky american culture. that black friday consumerist mayhem.
,.
go through youtube and you can find staff in american food/retail outlets actually standing up for themselves and swearing back, wouldnt be as quick to find it in ireland. maybe we're just more introverted culturally?

this story came to mind, starbucks employee lashing out
https://www.youtube.com/watch?v=xYb4Zoesyuw

her side of the story
https://www.youtube.com/watch?v=M4yRYUHyTc8

_Brian · 16-11-2016 11:07AM

Masala wrote: »

Just wondering for those who have to work with the public (waiters / bus drivers / shop assistants etc...) - do you accept any verbal abuse from a member of the public when you are just doing your job.

eg... bus is late cos traffic is bad- not caused by you. Or.... they maintain that the there is no place to seat in a busy coffee shop etc.

There just seems to be a more tendency of the public letting fly these days and they seem to think that they have a right to speak to an employee as they like even though its not the fault of the employee.

Has happened to me a few times and I have just grovelled and apologized profusely for the same of the company. But now I am in my mid-fifties - I am finding it harder to hold back when some 20++ yr old starts listing off her rights. Or even mentioning going to local paper / radio to complain etc....

Feel that I am going to let rip soon at the next person who abuses me ....

I jve a public facing aspect to my job which includes taking complaints.

However, the minute anyone stops having a civil tone or uses bad language they are asked to ring back when they are in a more reasonable state to talk. It doesn't happen too often thankfully and my boss is in agreeable with the approach.

Your Face · 16-11-2016 11:16AM

In the past I worked in bars and later on I worked on the doors.
It's amazing what people will try when they think nobody is watching.

pilly · 16-11-2016 11:20AM

Olishi4 wrote: »

Haven't really worked too much with the public but ye, no one deserves to be shouted at however it is part of the job to try not to let things get that far and show an understanding to the customer and diffuse the situation although some customers, I'm sure are just determined to have an argument.

I wanted to exchange something recently in a shop and the man was really rude. He didn't have to exchange it for me but he could and he decided not to even though I spend a lot of money in that shop. He was really exacerbating the situation. He was talking and laughing about me in a condescending way with another colleague in front of me and he said something along the lines of 'tough luck".

I told them to get me the manager. When the manager arrived, it turned out that he was a bloke that use to go to my school, a year or two above me. I told him what happened, he brought me to another till and he was like "no problem, sure we can exchange it, not sure why he wouldnt change it for you? Hes completely out of order".

This is the other side of the coin, staff working in some retail shops can be completely arrogant and unhelpful for no reason. Rudeness on either side should not be tolerated.

I've also experienced a waitress in the US smash a plate on the table and hit a child's head trying to clear the table afterwards freaking out because she didn't get a tip!! A tip, she was lucky not to get the sack. Her excuse was she was tired! I know everyone has a bad day but don't expect praise or a tip for it. :mad:

screamer · 16-11-2016 11:33AM

There's a difference between someone giving out about a product/ service and verbally abusing an employee..
I've worked in call centres and you'd be surprised how they F and blind at you that I have no time for, but it happens and sometimes, even if they call back, you are stuck dealing with them. But it builds character and resilience.
I often complain about products and services if I feel they are not up to scratch I give feedback. I don't swear at people and I tell them that I know they are doing their job and not responsible for whatever issue I am having and ask that they pass the info to their supervisor (which I am sure many don't).

sbsquarepants · 16-11-2016 11:33AM

Hammer89 wrote: »

Well if they do insist on ignoring customers' request then they will get complaints I'm afraid - especially if that request was mentioned twice.

I don't like salt - I have to be alert in chippers cos the usual procedure is to pick up the chips plaster them with salt and THEN say "salt and vinegar?"

It's very annoying but I just accept is as that's the way it is. You're doing the same thing over and over ad infinitum, you tend to tune out and do it on auto pilot. I wouldn't get narky over it.

Oddly enough I have had the odd occasion where the chipper employee gets narky when I politely declined the pre salted chips and asked for another bag instead.

redbel05 · 16-11-2016 12:25PM

Oddly enough, I would take the verbally abusive customer any day over some of the other kinds... At least there is a set way to deal with them i.e. solve their issue if possible, tell them to leave/ call back once calm if they are in the wrong, tell them that they are barred if they continue to come in being abusive.

Its the customers who are "just being friendly" and end up bothering the other customers who just want to shop/eat/whatever. Or the man/woman who has such bad B.O. that everyone that they pass literally gags and walks out. How do you deal with those people who might not necessarily know that they are causing a problem? Especially as they may be genuinely nice people and you don't want to offend...

MeatTwoVeg · 16-11-2016 12:30PM

Robsweezie wrote:

i've always thought this ''customer rage '' was an american thing. loud abusive customers, throwing phones at staff demanding managers etc. conjures up images of something from a walmart. of course it can happen in ireland but i associate it with wacky american culture. that black friday consumerist mayhem. ,. go through youtube and you can find staff in american food/retail outlets actually standing up for themselves and swearing back, wouldnt be as quick to find it in ireland. maybe we're just more introverted culturally?

Or perhaps we're just better at it.
Anyone who says 'If a customer started abusing me I'd give abuse back' shouldn't be in a customer facing role. They're really bad at their job basically.
You either diffuse the conversation or if that doesn't work, end it.

dd972 · 16-11-2016 02:42PM

It doesn't matter how placid you are, if you're in a public facing role at everyone's whim eventually some b**tard will get to you simply because contrary to what we believe we're not constantly in the same headspace or mood 24/7/365.

I've made a decision to avoid these roles because I hate them, I like my personal space to be my own.

Would you let the public verbally abuse you for just doing your job??

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