A co-worker of mine explained to me the best way to understand why people are rude to those in “customer service” type jobs. She said that most of the time, a person doesn’t mean to be rude, but that throughout their day a serious of events that were probably unpleasant occurred and we just happened to be the ones that they chose to lash out on.
My belief is that they just aren’t nice people to begin with.
I can understand what she means though. Sometimes I get in bad moods and take it out on others. But, I certainly never have acted the way some people act in public. Frankly, it’s just embarrassing.
There is a difference between being rude to someone because they deserve it (come on, you know the people) and being rude to someone because they are doing their job. I’m 19, do you really think I’m the one that created all the rules, regulations, policies, etc.? I really don’t care about any of them, but it’s my job to make sure you, as a customer, visitor, patron, follow them.
So, arguing or yelling or belittling that person is simply a waste of time.
I think what bothers me the most is the lack of patience and understanding people have. No one wants to take the time to understand why things are the way they are. Companies have policies for a reason.
There have been numerous accounts of me explaining to someone one of our policies, and I say they have the option of talking to my supervisors, but instead they choose to yell at me or say they don’t have the time for that. But they did have the time to yell at me and make me feel bad for something I can’t control…
I’m an extremely personable person, and I always try my best to make each person that comes in to my work (I’m trying to not really mention my job so people don’t think I’m bad-mouthing where I work–I love where I work!) but sometimes it gets hard when people make me feel so bad. Being the bearer of bad news is never a fun thing, and although I have worked at this place for three years, it’s not getting any easier.
I love almost everyone that comes into my work. As a result of my friendliness, I’ve even made friendships. But, I’ve also been called stupid, and gotten comments like, “How long have you even worked here” and “Is there someone better to talk to?” I’ve also gotten yelled at over the phone, and in person (always a fun time).
My one co-worker today had one “customer” yell at her, including the 13-14 year old daughter with her, about something that she had no control over. After they finished being extremely rude, they just walked out and said they were never coming back. My co-worker just went on with the rest of her day. She also had another woman roll her eyes and talk back, something I’m not sure I would have been able to tolerate, but there my co-worker was, acting like nothing even happened (wish I had her willpower).
I think you could say that it takes practice to handle customer service jobs. I think it also takes understanding that there are people out there that really don’t care about your feelings, and they will do anything to either prove they are better than you, or prove that they are right. It’s a hard thing to cope with if you are a person who only tries to be nice to others. I wish I could advise these people, if you feel like you are in a bad mood, please do not go out in public.