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When people hear stories of 'bitch' and 'asshole' on invoices and
receipts or flight attendants going awol the media likes to point out
how awful these things are.

The first thing that comes to my mind when I hear these stories: What
did that 'asshole' or 'bitch' do to make them so mad? And anyone who
have worked or is working in retail or customer service knows what I'm
talking about.

Sorry folks, but if an employee is going to that length to make sure the
customer knows how they feel they usually deserve it. I'm not saying
it's smart on the employee's part, just saying the supposed 'victim'
probably had it coming.


( 8 comments — Leave a comment )
Nov. 18th, 2010 10:47 pm (UTC)
I'm not saying it's smart on the employee's part, just saying the supposed 'victim' probably had it coming.

But that in turn doesn't clear the employee from being a "bitch" or an "asshole" themselves. I find it crazy how quick people are to take sides in these disputes, since the media never report enough facts to make a decent judgment. Quite often, when you do have all the facts, nobody comes out looking good.
Nov. 19th, 2010 02:00 pm (UTC)
Like I said, I'm not saying it's smart on the employee's part. It is something I would never do just because it's not professional. I just wonder how they got to that point.

Every situation is different and we never get the facts but how often is the employee made out in a good light? We only hear the bad ones. I could fill a whole news program with stories.

I just don't understand why can't everyone act like professional. While the employee is supposed to the customer should also. Treat others how you would like to be treated. I would never say most of the things our customers say when they call us up mad. I just don't understand it.
Nov. 20th, 2010 02:58 am (UTC)
Again, this cuts both ways. Some people are just miserable shits who enjoy making others miserable, but most customers don't start out that way. There's a story behind how they got to the point that they're abusing a stranger, too. I constantly have to remind myself with dealing some bureaucratic snafu that the person I'm talking to now doesn't know how long I've been on the phone, how many times I've been cut off or misdirected, how much time I've wasted trying to navigate the company's retarded phone tree or unhelpful website. And remind myself that I don't know how many miserable shits have been yelling in their ear before they get to me.

In any case, I haven't made any kind of systematic survey, but I never got the impression that coverage is biased against the employees. The coverage of Steven Slater's flamboyant exit from JetBlue, to pick a recent example, was positively celebratory.
Nov. 20th, 2010 03:19 am (UTC)
You're pretty good at pointing out when I'm only seeing things how I see them and not from the other side.

I understand and I do try to remember that too. Not everyone we call up is unpleasant. We try not to let one customer ruin our day and make us all jaded. Sometimes, it's hard not too.
Nov. 18th, 2010 10:55 pm (UTC)
I was a bank rep for three years, and now nearly 5 years at this current job, which has less customers, but closer service, and i'm with you: if you make me that mad that i break my training, endanger my job, and start acting like a fool, you definitely did something extra special wrong today.
Nov. 18th, 2010 10:57 pm (UTC)
I agree that people should not be rude to each other. It only antagonizes the situation. I think more often than not people working in the service industry bear the brunt of not just one rude person but many rude people, and it's that last guy or gal that just sets them off. It's too bad the world has to treat them that way because it makes it worse for those individuals who really value those providing service to them but are met by someone who is at their wits end with rude, inconsiderate customers. In some, not all but some, situations I find that I bear the brunt of their frustration, which causes me to say under my breath "bitch" or "asshole". I don't like it but what other recourse do I have? What it comes down to is that rude people have got to realize they can't push their rudeness onto others.
Nov. 18th, 2010 11:03 pm (UTC)
Couldn't agree more - my fella works for an airline and is customer-facing. I hear the horror stories he comes home with about awful, abusive passengers who hurl personal abuse at him because a plane is delayed for 20mins or longer (usually in the interests of safety). He's actually very good at dealing with awful customers but there are times when it really upsets him and affects him for days.
Nov. 19th, 2010 07:24 am (UTC)
yup. I agree. worked retail for 13 years. been in hospitality for 5.

the worst guest here at the hotel, after not getting his way with an unreasonable request, started hurling insults at me, gems like "you fat fuck" "what the fuck do you care, you're just some high school dropout who can't get a real job" and "I hope you burn in fucking hell"

yeah, I asked him to leave. yes, the manager kicked him out the next day. but still, it shook me for days, and even though it was three years ago, I still think about it.

it is your responsibility to act as a class act, but sometimes rules were made to be broken. if you're that bad of a customer, having "FUCK YOU" on your receipt is the least of your worries. they could have pissed on his whopper or something.
( 8 comments — Leave a comment )