Was I wrong to respond to rudeness with more rudeness?

[topolino]

Had I been behind you in line I would have thought you were unstable.

In that case you are probably ignorant as to how a truly unstable person comports himself in public.

 

[mousehockey37]

It was a horrible place to work for many reasons, but I've never had an experience when I was rude to a customer sooo...

Well, maybe you did have several.. they just chose not to say anything.

 

[jrmasm]

In that case you are probably ignorant as to how a truly unstable person comports himself in public.

I thought you were open to different opinions.

 

[TheDisneyNurse]

Well, maybe you did have several.. they just chose not to say anything.

If you read my most recent post, you would have saw that the secret to not being rude to customers is to learn to bite your tongue and ignore rudeness on the customer's behalf. "Many reasons" implies that there were things going on behind the scenes that make the place bad to work for lol.

My family back home does not have a lot of money, and for a while I worked there to help them get by. I take offense that you would accuse me of being a rude worker. I am allowed to feel disdain for an establishment and still have a smile for my customers. A mature adult is able to perform despite personal issues. I'm so sorry that you view the world so cynically.

 

[topolino]

I thought you were open to different opinions.

I am. I also reserve the right to express my own.

 

[mousehockey37]

If you read my most recent post, you would have saw that the secret to not being rude to customers is to learn to bite your tongue and ignore rudeness on the customer's behalf. "Many reasons" implies that there were things going on behind the scenes that make the place bad to work for lol.

My family back home does not have a lot of money, and for a while I worked there to help them get by. I take offense that you would accuse me of being a horrible worker. I am allowed to feel disdain for an establishment and still have a smile for my customers. I'm so sorry that you view the world so cynically.

No. I'm stating that you possibly could have been rude to customers and you may never have known because it was never spoken by the offended customers, they just let it go. See how it works?

 

[TheDisneyNurse]

No. I'm stating that you possibly could have been rude to customers and you may never have known because it was never spoken by the offended customers, they just let it go. See how it works?

And *I* am stating that I followed the company script and behaved completely professionally and according to company rules. Always with a smile. I respected that job, because, like I said, I desperately needed it at the time. Even if I didn't need the job, I'd still respect it.

Not trying to start a debate with you lol. I don't even work there anymore. Have a good day

 

[mousehockey37]

And *I* am stating that I followed the company script and behaved completely professionally and according to company rules. Always with a smile. I respected that job, because, like I said, I desperately needed it at the time. Even if I didn't need the job, I'd still respect it.

Following the script and acting according to company rules still doesn't mean that you didn't offend people. Whether you are perfect in what you do or not, you'll always find a way to offend someone, so don't think that by giving "script" responses with a smile that everyone left content. I mean, come on, look at how we take the "script" responses from Disney when we let our feelings known. You either buy into it that they truly care or you say, well, that was a waste of time.

 

[ronandannette]

People complain all the time about how manners are declining but they never do anything about it. You explained to the kid how he was not meeting basic customer service expectations. Thank you. Maybe that will help him in the future.

My DH also considers it a public service when he reacts to discourteous waiters/clerks/cashiers/phone reps, etc.. I'll admit to both: a) also being irked by the seeming lack of understanding some of these people have for basic customer-focussed manners and b) being embarrassed when DH says something. But overall, I'm a more easy-going person than he is. I do totally agree that the behaviour of the clerk was poor - is nobody screening, training or supervising these employees any more? I also hope the lesson "stung" enough that the young man remembers and learns from it - next time the complaint likely will go to management and the consequences could be more grave.

 

[TheDisneyNurse]

Following the script and acting according to company rules still doesn't mean that you didn't offend people. Whether you are perfect in what you do or not, you'll always find a way to offend someone, so don't think that by giving "script" responses with a smile that everyone left content. I mean, come on, look at how we take the "script" responses from Disney when we let our feelings known. You either buy into it that they truly care or you say, well, that was a waste of time.

I see your point But I think we can all agree that making a rude gesture is a lot different than someone getting offended by company policies. Keep in mind that it is a movie theater. Not many problems occur compared to WDW. Customers should respect company policy just as much as employees should respect the rules they are bound by. When customers are upset by rules that I have no choice to enforce, I would gladly call a manager for them. I'm sorry, I'm not the person to get offended by CM's that are just following orders. So, so, so glad I am not that type of person.

 

[Lisaren]

Following the script and acting according to company rules still doesn't mean that you didn't offend people. Whether you are perfect in what you do or not, you'll always find a way to offend someone, so don't think that by giving "script" responses with a smile that everyone left content. I mean, come on, look at how we take the "script" responses from Disney when we let our feelings known. You either buy into it that they truly care or you say, well, that was a waste of time.

Everyone and I mean everyone who works in customer service is going to make someone mad or get reported for being rude just by following the rules they must adhere to. Many customers want what they want no matter what others are just looking for a freebie. No the customer is not always right. The job of a customer service person is to say yes as much as possible and to say no in the nicest way possible when absolutely necessary.

 

[phamton]

I think being rude seldom helps. I think your wife was right. Anyway, what I would have done was walk up and with a big smile say "Hi" or "How are you?" or something else in a friendly manner. The smile usually snaps them back into the customer service role and almost always they answer me and then ask me how they can help me.

I worked in Guest Services for a major themepark in Orlando and know that how he motioned to you was a big no-no but most people who work at a movie theater concession are working at one of their first jobs.

 

[Squirlz]

I've been in similar situations. I just remained silent and looked them in the eye until they uttered a greeting. Then just acted as nice as I could be.

 

[tina.tina]

Dear OP, I get it. Sometimes, when you've had your fast food tossed out the window & the window slammed or a cashier shoving your change in your hand and promptly turning around to discuss her weekend plans without any further acknowledgement or telling you how much your change is,etc, it sort of gets to you.

I recently went through a McDonald's drive thru. I am so tired of the poor service at that particular McDonald's. They didn't give me all of my food and that's happened quite a bit there. After they threw my food at me and closed the window, I noticed I didn't get everything so I just sat there. They finally noticed I was still at the window and they just opened it and stared at me. I was so fed up that I just stared back. Finally, he asked, "Did you want something?" like I was an idiot. I said, "Yes, you didn't give me my ______." He closed the window, got the item, came back and handed it to me and slammed the window again. I sort of thought about just sitting there again and telling him he forgot to say, "Thank you for your business."

 

[ronandannette]

I think being rude seldom helps. I think your wife was right. Anyway, what I would have done was walk up and with a big smile say "Hi" or "How are you?" or something else in a friendly manner. The smile usually snaps them back into the customer service role and almost always they answer me and then ask me how they can help me.

I worked in Guest Services for a major themepark in Orlando and know that how he motioned to you was a big no-no but most people who work at a movie theater concession are working at one of their first jobs.

Which is why they should be receptive to the occasional "wake up call" and consider it on-going training. My DS occasionally had minor conflicts with customers in his first job and I always tried to help him "reframe" the experience in relation to how he could have done better; even with the really difficult ones.

 

[si-am]

OP, I don't like it when this happens, either. I don't always say anything, but I don't think you were out of line by doing so. The weirdest time this happened to us was at a table service restaurant: the waitress cme to our table and looked at us without saying anything. It went on for about 15 seconds before I asked if she was there to take our order. So WEIRD.

 

[sharona]

People complain all the time about how manners are declining but they never do anything about it. You explained to the kid how he was not meeting basic customer service expectations. Thank you. Maybe that will help him in the future.

I agree with this 100%. How will these kids learn if we all ignore their poor behavior. Common courtesy to a customer should be automatic. The other day I had a young woman at the deli counter call out my number from the other end of the counter, we were a good 15 ft apart, and she looked at me and stood there waiting expectantly for me to give her my order. Apparently I was supposed to yell my order to her from where I was standing. It was a busy day and there were at least 8 other customers in between us either waiting or being waited on. I definitely would have had to shout my order to be heard from where she was standing. I just stood there waiting for her to walk toward where I was. It took her a few seconds to realize that I was waiting for her. When she begrudgingly came over I explained that I was not about to shout my order over the crowd. She still didn't get it and was borderline rude the rest of the time she was waiting on me.

 

[topolino]

OP, I don't like it when this happens, either. I don't always say anything, but I don't think you were out of line by doing so. The weirdest time this happened to us was at a table service restaurant: the waitress cme to our table and looked at us without saying anything. It went on for about 15 seconds before I asked if she was there to take our order. So WEIRD.

Yes, that is just downright odd.

If the the kid had just stood there like a deer in the headlights I probably wouldn't have reacted the way I did, but it was the "spit it out" gesture that set me off.

 

[Wendy31]

People complain all the time about how manners are declining but they never do anything about it. You explained to the kid how he was not meeting basic customer service expectations. Thank you. Maybe that will help him in the future.

Personally, I think what you did was fine. The level of customer service seems to be deteriorating at a very rapid rate in many cases. Part of this is because many people do not want to confront the poor service as it occurs. This is something my husband would do as well. He is so tired of going to stores and cahiers never even acknowledging you or mumbling something incoherent in the customers general direction.

And I am sure someone will say that you don't know what he may have going on personally to make him have an off day. Until I know differently, he was still supposed to provide good service.

Nope I think you were totally right. I have been in customer service a long time and no matter what kind of day/ shift that person was having that was disrespectful and rude. Harsh maybe....but deserved as he wasn't showing you respect either which everyone totally deserves. His manners needed improving as well. I would have done the same thing as I have high standards of customer service I expect from myself and therefore expect the same when I'm being served. Good for you!

It could've been worse, you could've gone to the manager and said the same thing you said to the kid. That probably would've gotten the kid reprimanded or fired. So by saying it yourself, you may have enlightened him and saved his job.

Others are pointing out that customer service is declining. Well, thanks to smartphones and technology, people are forgetting or just plain don't know how to interact with others.

Remember, these are mostly high school kids working for gas money (I could be completely wrong, job market is still tough), but when I think movies, I think of kids in high school. They aren't very well versed as say, a bank teller or some other professional you would interact with.

I probably wouldn't have done what you did but I don't see anything really wrong with it either. Now if you had insisted on talking to a manager and getting the kid in trouble all over a lack of greeting I probably would think you were being an ***....but letting the kid know you have an issue gives him a chance to fix the "problem" before someone does take it to a higher up.

I tend to agree w/ these posts.

However, I'm very non-confrontational, &, while I may have wanted to say something, I probably wouldn't have. That said, I do think the employee was rude, & I don't think your response was necessarily rude - depending on your delivery & tone of voice.

I think, overall, all human interaction & manners have declined.

The other day I was in Walmart (Yeah, I know... but I just needed some wrapping paper & it was on my way home from the track). Anyway, I was behind one other person, &, when that person was finished, I moved up w/ my wrapping paper. At no time, did the cashier acknowledge me. She scanned the paper & then gave me my total - that was only the time she spoke to me. I paid. She handed me my receipt. I said "thank you." She didn't respond because she was already picking up the next person's things to scan. I was like, "Seriously?"

On the flip side, another time, DH & I were once behind someone in line who was on her cell phone. For the entire transaction (& she had several things she was purchasing), she remained on her cell phone & never even spoke to the cashier. When she was finished & had gone on her way, DH & I moved up w/ our stuff, & the cashier kind of chuckled w/ us over her behavior. (And, before anyone says anything, it wasn't an important call. She was just chatting w/ whomever was on the other end of the call.)

 

[The Mystery Machine]

He was rude and needed a reality check imo. I might have not been as harsh as the OP though.

If did the hand rolling gesture at me, I might have said something like are you going crazy or something?