What is WRONG with some CUSTOMERS?!?!

[Free4Life11]

I work at a theatre and tonight I had a customer procalim that because she bought a box of candy ($1.75) she deserved a large cup of water for free.

I explained that while we don't give out large cups for free (because we inventory them) she can get get a free cup of water, buy a bottled water, or buy a large cup of water. I even said we give as many free cups of water as they like. They aren't the crappy water cups either, they are nice 16 ounce coke cups that have lids and everything.

Nope, not good. She wanted a free large cup. I was just stunned. Here I am telling you I would give you eight free cups of water if you asked for them and you're going to whine and moan about not getting a free large cup of water? I just shrugged my shoulders and said sorry.

Of course she just did the typical one-two-three: (1) roll the eyes, (2) huff and make loud comments about how "stupid" we are, and (3) storm off. You have to love it because it's the same every time.

Then after she leaves I found out that she called my employee an "f-er" for not giving her a free large cup of water! I said if a customer ever does it again tell them you won't take their abuse and come get me. That is one thing I won't tolerate and would rather lose a customer than allow employees to be treated like that.

I guess I just don't understand it. Why do people have to act like this over something so insignificant?? I think it's pretty generous that we even offer the free cups of water and don't limit it.

I am thankful that the majority of people aren't like that, but the bad apples just seem to have a way of ruining the night.

 

[luvthatduke]

One word: entitlement.

Same mentality that makes some people think
they own the road, should be seated before others, etc.
Sorry they were so nasty...

 

[mrFDNY]

Most likely the same type of person that complains about everything when he/she is in disney.Don't let them get you down,be the better person.If that does'nt work just laugh behind thier backs.

 

[minkydog]

And hats off to you for standing up for your employees.There is no excuse for someone swearing at any employee. People who work in any service industry have to develop thick skin, but that doesn't mean they have to take verbal abuse.

 

[Alice's Mom]

I'm with you and I would rather if my high maintenance, entitled customers went elsewhere. They are toxic

 

[barkley]

i recall going through the same arguments with customers over 25 years ago when i worked in a theatre! while i understood why people were asking for what they asked for (multiple kids-they wanted to buy the largest size popcorn and get several smaller containers to split it into-same with huge sodas) i could'nt get it through their heads that we invantoried EVERYTHING!
and we did'nt have any kind of "courtesy" cups for water (in fact our old soda dispensers did'nt give out water-so it was the water fountain or nothing). and i realy remember how we had to keep an eagle eye on enthusiastic new employees to make sure they did'nt mistake our "paper spoilage" (defective, torn or soiled cups and containers) basket for trash and throw them out before we could count and record them for invantory.

 

[Quinn222]

I often wonder how people who act that way would like it if someone talked to their son or daughter the way they talk to the (usually young) staff at these places. Do they really think that the kid behind the counter makes the rules?

 

[bicker]

It's a rampant disease spreading through our culture. People feel that everything should be structured for their convenience and enjoyment, rather than acknowledging that they're just one person in a very large community.

 

[ericamanda01]

I have worked in retail and now in banking. And let me tell you I understand completly. People would be shocked at the way we are spoken to over the smallest things. I was called, what I consider the most disguisting name ("c" word) just becuase I wouldn't break the bank regulations when cashing a check. It's really sad that some people feel that they have the right to treat others this way.

 

[Evil Queen]

My last company sold quite expensive items, I worked in the Call center as a Supervisor. Part of what we told our reps, you do not have to take being cursed at, but you must give warning before disconnecting the calls, "Sir/Ma'am, I want to help you, but I will not take being spoken to like that.", if they continued, the rep would wave at us and we would monitor the call. If the customer didn't calm down, we told the rep to inform them the call was now being terminated and hang up. Usually the customer would call back and it would become a Supervisor call. We handled them in different ways depending on the customer, the situation and what they were saying.

They first would complain because the rep disconnected them, boy most were surprised when I told them that I had the rep hang up on them. I've hung up on a few myself, some I've sent on to my manager, etc.

My favorite thing to do was to kill them with kindness. That really tee's many folks off when they are trying to be jerks.

I think the worst thing I ever heard from a customer was right before we were leaving the building to let everyone go home and get ready for Hurricane Frances. A rep had a really bad mouthed complainer on the phone, I asked for them to transfer the customer and go ahead and go home (I couldn't leave until everyone was out of our department anyway). I told the customer upon returning after the hurricane, I would take care of their issue first thing, when everything was up and running on a regular basis again. The customer told me, "I hope the hurricane blows you all off the face of this earth." I told him, "Now, will that take care of your problem?" Followed by "I can't believe someone would want to wish ill will on anyone like that.". He said I was right, he was sorry, etc. But I kept my word, as soon as we had full power and computers I called him back and took care of him. He wrote a really nice letter to the company on my behalf.

 

[Marseeya]

My last company sold quite expensive items, I worked in the Call center as a Supervisor. Part of what we told our reps, you do not have to take being cursed at, but you must give warning before disconnecting the calls, "Sir/Ma'am, I want to help you, but I will not take being spoken to like that.", if they continued, the rep would wave at us and we would monitor the call. If the customer didn't calm down, we told the rep to inform them the call was now being terminated and hang up. Usually the customer would call back and it would become a Supervisor call. We handled them in different ways depending on the customer, the situation and what they were saying.

They first would complain because the rep disconnected them, boy most were surprised when I told them that I had the rep hang up on them. I've hung up on a few myself, some I've sent on to my manager, etc.

My favorite thing to do was to kill them with kindness. That really tee's many folks off when they are trying to be jerks.

I think the worst thing I ever heard from a customer was right before we were leaving the building to let everyone go home and get ready for Hurricane Frances. A rep had a really bad mouthed complainer on the phone, I asked for them to transfer the customer and go ahead and go home (I couldn't leave until everyone was out of our department anyway). I told the customer upon returning after the hurricane, I would take care of their issue first thing, when everything was up and running on a regular basis again. The customer told me, "I hope the hurricane blows you all off the face of this earth." I told him, "Now, will that take care of your problem?" Followed by "I can't believe someone would want to wish ill will on anyone like that.". He said I was right, he was sorry, etc. But I kept my word, as soon as we had full power and computers I called him back and took care of him. He wrote a really nice letter to the company on my behalf.

Wow, you really are one cool cucumber! I would have blown a gasket if someone talked to me that way.

Your screen name should be "cool queen"

 

[Evil Queen]

Wow, you really are one cool cucumber! I would have blown a gasket if someone talked to me that way.

Your screen name should be "cool queen"

lol-thanks. I've had a few make me cry ect., but it was fun to make the really bad one apoligize.

I even had a few that were horrible to the reps and I was the only one they would talk to. They were great with me, and I made sure they were taken care of. I even had one customer's girlfriend break up with him, because we always had great conversations and got along (but he wasn't nice to our reps) and she thought there was a 1000 mile away "love" affair going on.... . If she really knew what lengths I had to go through with him, and they were always gifts for HER!!

 

[BeNJeNWaFFLe]

Don't some customers just really make your day?

Unfortunately, a lot of people feel entitled to things just because they want them. Why do customers feel the need to yell at the young employees like they are the ones who made the rules?

When I worked in retail, I had more than my fair share of rude customers. I had a woman once take an expensive perfume off the shelf and get on line to pay. The cashier rang up her purchase and told her the total. The lady proceeded to flip out and say the price was wrong. She said the price was something like $20 (the real price was like $70). So because of her screaming the manager came over and helped out. The lady brought him to the shelf where she got the perfume. The perfume was in the right spot and right under it was the price tag. Want to hear the funny part...are you ready? The customer read the price tag when she originally picked up the perfume and went up to the register knowing full well the price of the perfume. She just didn't want to pay that much so she thought she would make up her own price and complain until she got her way. Thank goodness the manager had a good head on his shoulders. He told her to pay the price it was marked or to leave. The lady left, carrying on about how rude we were. I thought that whole scene was just too funny. Sorry lady, but this is a retail store, not ebay.

Another time, we had a man standing outside the front of our store shouting that we were nasty bleeps and no one should shop there. We let him go on for about 30 minutes because it was just all too funny. We were about to call the police when he finally left because too many customers were walking in and then walking out with purchases. Some people! Oh the stories I could tell.

 

[bicker]

Why do customers feel the need to yell at the young employees like they are the ones who made the rules?

In many cases, I suspect, it is a selfish effort to intimidate the CSR into violating policy for them.

 

[ericamanda01]

The only logical reason I can come up with for all these rude customers is that they have no real power in their own jobs or lives. So they feel they they have a little power as a customer and take it to a bad level. It's all about Karma in my book. I had had customer yell and scream at me because I wouldn't reverse overdraft fees on her account. The fees were not bank error, I knew that and the customer even admitted that, still she wanted them reversed. She stood there in the bank swearing at me, making a scene and looking like a fool. When I left for lunch I drove past her as she was getting a ticket from a cop. It was Karma at work! I smiled all the way home!