However, from my experience, I agree that it’s really that “customer is right” or “just say yes” as they say at our store. A lot of the difficulty comes from a conflict between store policy and common sense. For instance, our store has a policy of locking $20s in a safebox, to keep minimal change in our drawers. Common sense dictates that if all your large bills are locked in a safebox, you can’t break bills larger than maybe a $50 without emptying your drawer. However, common sense has never met our store policy, and we have no sign that says we can’t break $100s, and they in fact encourage us to try, even though my managers give me crap every time I empty out my drawer. Then of course we have the customers, ordering $3.00s worth of coffee, and paying with a hundred dollar bill, and quite shocked and indignant that I can’t break it, because EVERYBODY breaks it, and they don’t ever carry any other cash or credit card on them. :P

You really should beware what customer service folk you piss off though, and if you do remember who they are O-o;. Some of them have long memory spans (I should know). I remember every customer who has ever yelled at me. But you know what’s funny. None of them ever remember me. A couple of them have come back after screaming at me, and they don’t even know who the hell I am. But I know them. And ironically, I treat them exactly the same way I treated them the first time, and they just smile and go away. …

On the same token though I don’t hold my tounge too much, if the customers wrong or way out of left field I don’t skip a beat about telling them what they actually meant to say or what thier actually going to get.

I disagree. I agree with the point Anon made.

First, the attitude that is often connected with this statement is unnecessary and arrogant.

Yes, one can earn the respect of others through their behavior and personal accomplishments. However, this doesn’t mean that you may act like a smug prick over the fact.

Second, The line between respect and courtesy is often very thin. You wouldn’t go to a social function and curse out the host for no reason. That is not only discourteous, but disrespectful as well. You may not know the host, they may have done nothing at all to “earn” your respect, but that doesn’t mean they do not deserve to be treated respectfully.

In other words, “Bending over and taking it up the arse for shitty customers isn’t for everyone?”

I’ve had this exact same idea. I agree, 100%.

I always make an effort to be friendly, patient and courteous with waitstaff, retail employees and pretty much everyone in the service industries as a result of my own experiences.

Not that I’m not respectful of other people too, but I make sure to make a point of it with those people, even if I’m not in a great mood I still keep it to myself.

That aside, for the moment, let it be said that not only must employee’s put up with their customers but also people higher up than them on their company food chain!

In my case, it was my district manager that, on a surprise visit of two hours notice, basically called me and a new(er) co-worker (said co-worker was away, I told her “with all due respect, she just started about a week ago…”. Her reply? She should have had better training and not only was that directed towards my senior co-workers, but towards me since I mostly work the particular seasonal side kiosk she was visiting. Like she learned everything about her job in her first week. *snorts*) stupid because we had forgot to sign an audit sheet on an occassion or two (Gee, after being in the middle of the mall surrounded by customers for hours with a limited walking/standing point…no one would ever become so tired as to forget! What a thought!) and followed our boss’s orders of saying we didn’t have to count out after a cash pull. She was…decent…enough to say that we were mis-informed, but didn’t hesitate to use the tone that made it sound like I was a dog that just soiled the carpet. Scared me shitless, but what can you do? Certiantly not become near tears infront of the customers and act like it’s allergies![/sarcasm]

God, I love that man.

I can hardly deny that there is quite a bit of poor customer service, but look at what many employees are up against:
*minimum training
*minimum wage
*minimum civility from customers
and most importantly
*minimum civility from employers

Let’s face it, it is really hard to give a crap about customers if your employer doesn’t give a crap about you. I’m not saying that your manager should have to sympatheticly listen to every detail of your love life, but they should be understanding if you’re late because your car died when you are otherwise always on time. This is not always the case.

Nor are people always hired for the right position. It’s like Ananth’s (brief) manager said, “Customer service isn’t for everyone.” Unlike Ananth, some people, for whatever reasons, stay in those jobs. There they’re miserable, and they make both customers and coworkers miserable.

For those you run into who DO do an outstanding job, tell them. Better yet tell their manager. It can make their day. Have you ever called a “How’s my driving?” number and told them someone was doing a good job? Or called back after an issue has been resolved just to say thank you? It’s amazing how you can hear their day get a little better.