June 14, 2006

Had a good day at work until my second to last customer showed up!!

Young man who appears to be in his late thirties early forties.

I put through his transaction and told him the total. He produced a card with which to pay, as the card reader was directly under his hand I said pleasantly "you may insert your card, please". He began to talk to me in a condescending manner. His exact words were "how should I put it in? This way, that way?" (I must admit that one of Pharrell Williams' song popped in my head in which he raps :: "this a way, that a way") At which point he began turning the card in his hand. I must point out that he had put the card in the right way, took it out and began turning it around the wrong way, which indicated he knew exactly how to put the card in the reader. He also began shouting "should I be doing your bloody job! Am I asking you to do my job for me? No, I dont think so!" I was having none of this so I quietly asked him not to shout at me, and not to talk to me in such an insultive manner. He persisted. There was a moment when our eyes locked and there was this look of disbelief as if I should just sit back and take his insults. He even used that famous coined phrase: "I am the customer, I am always right!"

Yeah! Yeah!

By this time the duty manager (dm) and the supervisor came over. First the man began by lying to the duty manager that I was "very rude" that he asked me to show him how to insert the card and I refused. Why would I refuse? I am there to offer a service; without a service - no customer - no pay.

Body Language is also important when dealing with conflict. The dm folded his arm as if he aint interested and he also allowed the gentleman to continue to shout. When I saw this I continued to answer him (but in a way when you admonish a child).

Please make opinions and suggestions on any aspect. Looking forward to hearing from you all.