Why Do You Work With The Public?

Crappy customer service

Published on May 14, 2008 By MasonM In Blogging

On my way home yesterday I made a quick stop to grab a bite to eat. As I was in a hurry I violated one of my own rules and stopped at a fast food joint; Arby's.

As far as fast food goes I think Arby's is a little better than most of them. When I walked up to the counter I saw a large sign that listed some specials for each day of the week. Yesterday's special was a buck off a combo meal. Cool. I ordered a combo, the girl rang it up, I paid thinking it seemed a tad high, and looked at my receipt. She hadn't given me the buck off.

I asked her about it, saying that I thought I was supposed to get a dollar off the meal. Her response? "You didn't ask for it".

Huh? I challenged her saying that since when does a customer have to ask for a posted special when it's right there on the damn sign. She said "Most people mention it".

I replied "Most employees know how to do their damn job." I was getting a bit angry that this little bimbo was trying to tell me that it was my fault that she had made a mistake. Another, more experienced person walked over to see what was going on as she could see I was angry. I explained what had happened and that the little bimbo was trying to blame me, the customer, for her mistake.

This other person quickly corrected the mistake and refunded me my dollar plus the tax on that dollar, and as I waited for my food I saw the more experienced person speaking with the manager and then the manager speaking with the bimbo. The manager came over and apoligized to me for the problem and said that the bimbo was new and that perhaps she needed some additional training in customer service. I agreed with that completely and thanked her for her apology.

Some people should simply not work with the public.

Comments (Page 1)

CharlesCS

on May 14, 2008

I worked for a KFC when I was 19 and we had some very strict policies on handling customers. Training was essential in that particular store. The manager was one of those perfectionist kinda people (a bit like me)so she made sure everyone was properly trained in everything necessary. I like doing my job the way I am told to so I did my best. I was a cook at first and eventually was moved to cashier and then shift supervisor. We never questioned specials, coupons or menu prices. We basically gave the customer what they wanted.

My cousin, however worked for Burger King during this same time. While having similar policies, BK's employee's were not as caring for the customer as the employees at my store. But I guess considering KFC was more of a lunch and dinner place and not exactly an anytime fast food place like BK and McDonalds are, maybe we didn't have to deal will long lines of customers almost from openning till closing time so the atmosphere was a bit more relaxed.

From personal experience working at fast foods and eating there often, I am not surprised this happened to you. Especially this day in age where fast food people seem to think they work too hard and don't get paid enough so their attitude as that of a "I couldn't care less about the customer" kind of a person who wouldn't care if they were fired anyways even if they need the job.

Talk about a reminder as to why you had those rules in the first place. Nothing like a taste of irony to make the food go down. LOL.

Dr Guy

on May 14, 2008

ONe of the keys to dealing with these people, is to know who you can ream out and who not to. I agree, she needed it (and perhaps the manager as well for the lack of training). At other times, I know that confronting the person is not going to do any good because they are reading from a manual and do not know how to think for themselves.

That is what we have become. Thinkers and bots. And they wonder why so many jobs are being automated.

MasonM

on May 14, 2008

From personal experience working at fast foods and eating there often, I am not surprised this happened to you. Especially this day in age where fast food people seem to think they work too hard and don't get paid enough so their attitude as that of a "I couldn't care less about the customer" kind of a person who wouldn't care if they were fired anyways even if they need the job.

IMHO that sort of person should find another job. I don't take that sort of bullshit attitude from anyone.

MasonM

on May 14, 2008

At other times, I know that confronting the person is not going to do any good because they are reading from a manual and do not know how to think for themselves.

I always confront that sort of attitude. Just my nature I guess

CharlesCS

on May 14, 2008

IMHO that sort of person should find another job. I don't take that sort of bullshit attitude from anyone.

I agree totally. It's sad that the one industry that should looked at with a microscope is the one that tends to be ignored the most till the last minute.

I always confront that sort of attitude. Just my nature I guess

I would look at it this way. I wouldn't confront them till I got my food. That way I could, hopefully, avoid any mishandling (such as spitting in my food) of the food.

Big Fat Daddy

on May 14, 2008

I'm with Mason. People get paid to do their job then turn around and treat customers like an inconvenience. Fast food is a prime example...but every aspect of customer relations in this country is suffering. I, as a customer, refuse to be belittled or ignored. Mason whips out his Sam Eliot voice and his mountain man beard and will get some attention. I don't have those attributes, but over the years I have developed a pretty good "glare". Putting on the glare and reducing the space between me and the offender ususally works wonders.

CharlesCS

on May 14, 2008

I hear ya. Another example is Walmart. I love how their commercials show the employee at the door receiving all the customers with a smile and greetings and even giving smiley stickers to the children but when I go, regardless what Walmart I go to, the person at the door looks as if they couldn't care less if the sensor beeped. Hell, put a bed next to them and chances are they would fall asleep right there.

I, as a customer, refuse to be belittled or ignored. Mason whips out his Sam Eliot voice and his mountain man beard and will get some attention. I don't have those attributes, but over the years I have developed a pretty good "glare". Putting on the glare and reducing the space between me and the offender ususally works wonders.

No insult intended Mason but your picture does look like someone I wouldn't wanna get mad. When you said "glare" it remimded me of the movie The New Guy where the kid learns to do "the look" to scare people.

foreverserenity

on May 14, 2008

You know what a lot of them do? Charge you and pocket the buck! Sad to say but this is true!

Another thing is, which has happened to me at times too. most of these places have a unwritten policy, advertise the discount, if the customer doesn't mention it, don't give it to them! Sad but true as well!

Of course in your case, seems she was being a tad lazy because I really don't see why she wouldn't give you the discount since it is advertised!

Trudygolightly

on May 14, 2008

Ya know, it's that young woman, that made the mistake, that will be blaming her husband for her mistakes, blaming everyone but herself throughout her life, unless she wakes up and smells the coffee.....

Glad the management backed you up as well they're supposed to!

SetarcosNous

on May 14, 2008

That is what we have become. Thinkers and bots.

To be somewhat fair to the bots, it is not exactly like they have the authority to be much else.

Another example is Walmart. I love how their commercials show the employee at the door receiving all the customers with a smile and greetings and even giving smiley stickers to the children but when I go, regardless what Walmart I go to, the person at the door looks as if they couldn't care less if the sensor beeped.

You would've loved the little old lady I used to work with at Target years ago. She'd give you a big old smile, dry off a shopping cart for you, find the offending item that mistakenly set off the alarm for you, and more. Of course, the second you were out of earshot, she'd say the worst things I ever heard someone say about a complete stranger; but hey, you got the smile you wanted.

With the posts I've been seeing here, I would think none of you have worked in any service industry for the last 15 years. While the cashier in the OP was definitely in the wrong here, it has been my experience more often than not that the customer is usually imagining being wronged or expecting way more than they should.

CharlesCS

on May 14, 2008

LOL, I would probably be wondering why my ear was ringing after I let that Target.

With the posts I've been seeing here, I would think none of you have worked in any service industry for the last 15 years. While the cashier in the OP was definitely in the wrong here, it has been my experience more often than not that the customer is usually imagining being wronged or expecting way more than they should.

I don't imagine much. Considering I probably should not be eating at fast foods as often as I do anyways, I have a system I have been forced to create and constantly update every time I order something new. When ever I go thru the drive-thru or the counter I always have to check to make sure I have the correct amount of items I asked for. I sometimes make sure I even got them they way I wanted. I will also check to make sure I get the drinks I asked for and if I got milk in my coffee. Ketsup, BBQ sauce, napkins and straws should never be left out of my bag because I will notice quickly. I pretty much will not walk away from the counter or drive-thru window till I'm sure I got what I asked for. Too many times I went home not checking I 50% of the time coming short on items. I can tell they sometimes get upset when I stand there checking the bag but I couldn't care less Even worse, I had the bad luck the store I bought the food from was not the closest one to me.

I only expect what is advertised. Fast, friendly service, decent food, the correct food and price and most of all, hot food, even if its from a microwave.

Big Fat Daddy

on May 15, 2008

I have worked in customer service of one sort or another every since I have retired from the Army...some 15 years, in fact. I have had to deal with customers who didn't understand or were trying to scam the deal. But in the case of an advertised special you can not tell me the kid didn't know about it. I don't believe that.

And while we are on the subject, I would like to send kudos (or karma?) to an outfit here in the Swirling Epicenter called "Souper Salad". Every time I go in there, they have the newspaper specials by the cash register and if you didn't bring in you weekly coupon or whatever, they swipe the one they have to insure you get your meal for the lowest possible price.

dynamaso

on May 15, 2008

Oh, I hear you loud and clear. Unfortunately, it is not restricted to fast food and retail outlets. I've heard some woeful things said by nurses to patients and visitors too. It is bad enough coping it when you're hungry but when you're sick...

Mason whips out his Sam Eliot voice and his mountain man beard and will get some attention.

Hehehe... I imagine it would work rather well. I find the theat of violence works well for me.

Dr Guy

on May 15, 2008

I would think none of you have worked in any service industry for the last 15 years.

As a consultant, I am always working in the service industry. Not all of those employed in service work flipping burgers.

MasonM

on May 15, 2008

You think incorrectly. I work in a service industry now, and except for a couple of years teaching school, have always worked with customers at one level or another and have always been exceptionally good at dealing with customers. I have always applied the rule that if we don't take of our customer someone else will.

Whether a customer was truly slighted or just imagines being slighted really makes no difference as that customer's perception of your business is reality to that customer. People can indeed be a pain in the ass, but that's where good customer service skills come into play. This little bimbo lacked anything even remotely resembling those skills.

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