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A sigh is but a sigh...
As every good customer service person knows, sighs are banned. They are a taboo, a forbidden no no. You cannot utter one, else you are accused of having an "attitude". I know I never let the customer hear me do it.
But once in a while, one slips out by itself. Especially to dumb as a brick customers. Who are deaf or obviously hard of hearing, and are either sensitive and touchy. Or both.
This morning, the computer is running maintenance checks on itself, which is frickin annoying because this causes it to freeze every minute, which makes checkouts virtually impossible. Usually I apologize for it, and most customers are very understanding that this is not my fault. I try to keep my mood upbeat, but also by this time, I have been on the job for 8 hours and am dying to get home. Anyway...
SC: Hi, can I get the address for so and so's school?
Me: Sure, let me look it up for you.
The computer is frozen up, and I consider to tell the SC the situation, and suggest that she use one of our business center's computer. THAT'S WHAT THEY'RE THERE FOR. But I know from experience, that the SCs want their info soon, quick, and they want it from YOU. Otherwise, they think you are not doing your job to help them. And thus, complain that you foisted them off to do their own work. The SC didn't seem the impatient kind, but it was better than be safe than sorry. Or so I thought.
SC:...........................................
Me:...........................................
After fifteen minutes of indecision, I'm half hoping that she gets tired of waiting and goes off on her own. That way I won't risk anything, since she left. But she doesn't, just looks at me, waiting. Great.
Me:.....Finally. Okay the address is...300 North Asaph Avenue.
SC: What?
Me: (more slowly) The address... is.... 300.... North-
SC: Huh?
Me: THREE. ZERO. ZERO (SIGH) NORTH-
Now, I'm raising my voice to her so she can hear me, because of the background noise from the TV, the music and people's chatter. Not because I'm annoyed at her. But that's another rule that MUST NEVER BE BROKEN, which is NEVER RAISE YOUR VOICE TO A CUSTOMER, EVEN IF IT'S FOR BEING HEARD. UNLESS HE OR SHE IS ELDERLY. IT IS TOO RISKY!
Now I've done it. She's looking at me like she's gonna slap me.
SC:
...Excuse me, but am I annoying you?
Me:
............Um..... no? It's this computer I'm annoyed at. It's so slow, sorry........
SC:
(seizes guilt trip opportunity ) Because if I am, I'll just go find the info myself.
Me:
(oh yes please!) No, you are not annoying me! I have the info you need. It's this computer, which is so slow because of maintenance checks....
She looks at me with this blank, black look for a moment and then walks away. I can almost picture the complaint letter, "The girl at the FD was soooooooooooooooo rude, she sighed AT ME when I asked for info at the front desk. She spoke too fast and she yelled also. You should hire people who have a better attitude. SIGHING, can you believe it? HOW RUUUUDDDDEEEE!!!! Blah blah blah blah blah." Good thing management knows what sensitive asswipes people are, so they don't really care; as long as it happens very seldom. Which it does.
Another past case of Ms. Sensitive and Touchy...
Around midnight...
Midnight. The witching hour.
Me: (minding my own business)
SC:
(appears out of nowhere) YOUR VENDING MACHINES DON'T WORK!
Me:(recovering) Um...sorry? (who are you?)
SC:
IS THERE A VENDING MACHINE THAT WORKS AROUND HERE? I'M THIRSTY! I NEED WATER!
Me: Sorry about that. There's a vending machine right there (points). You can try that.
She looks at me and walks away. I hear the vending machine eat her money. >_<
SC: THE MACHINE ATE MY MONEY!!!! ISN'T THERE A PLACE WHERE I CAN GET SOME WATER AROUND HEREEEE?!?!?!
Me:-____- Okay, we have some in the back. I'll get you it.
I do, and she takes it without a word of thanks, just stares at me blackly as she's walking away. I say nothing more, figuring she's satisfied. NOT.
Later she writes a complaint letter about me.
"Dear management, Last night I was sooooooooooooooo thirsty after doing lectures all day, and I just wanted some water. None of your vending machines would work, and when I approached the front desk, the lady there was sooooooooooooo rude to me. She had a "smart" tone, and when I BEGGED AND I PLEADED for water, she finally gave me some from the back. So kudos for the water, but the attitude she could have left at home, especially with this economy. She should be GRATEFUL that she even HAS a job and for people like MEEEEE. I'm never staying here again. You've lost my business!"
Really? You were upset because I gave you free water? Free water? For free? Which is what you wanted? And no, I am not grateful if ingrates like you are bitching. I'd rather have no job. What a bitch! >_< And I suppose ladies like me are supposed to sound "dumb" instead of "smart".Sorry, this is not 1960. And the economy's bad, but it's not the Great Depression era. I'd serioiusly rather starve than to serve touchy people like you all my life. And I pity the fool who has to when I don't.
They need to learn
As every good customer service person knows, sighs are banned. They are a taboo, a forbidden no no. You cannot utter one, else you are accused of having an "attitude". I know I never let the customer hear me do it.
But once in a while, one slips out by itself. Especially to dumb as a brick customers. Who are deaf or obviously hard of hearing, and are either sensitive and touchy. Or both.
This morning, the computer is running maintenance checks on itself, which is frickin annoying because this causes it to freeze every minute, which makes checkouts virtually impossible. Usually I apologize for it, and most customers are very understanding that this is not my fault. I try to keep my mood upbeat, but also by this time, I have been on the job for 8 hours and am dying to get home. Anyway...
SC: Hi, can I get the address for so and so's school?
Me: Sure, let me look it up for you.
The computer is frozen up, and I consider to tell the SC the situation, and suggest that she use one of our business center's computer. THAT'S WHAT THEY'RE THERE FOR. But I know from experience, that the SCs want their info soon, quick, and they want it from YOU. Otherwise, they think you are not doing your job to help them. And thus, complain that you foisted them off to do their own work. The SC didn't seem the impatient kind, but it was better than be safe than sorry. Or so I thought.
SC:...........................................
Me:...........................................
After fifteen minutes of indecision, I'm half hoping that she gets tired of waiting and goes off on her own. That way I won't risk anything, since she left. But she doesn't, just looks at me, waiting. Great.
Me:.....Finally. Okay the address is...300 North Asaph Avenue.
SC: What?
Me: (more slowly) The address... is.... 300.... North-
SC: Huh?
Me: THREE. ZERO. ZERO (SIGH) NORTH-
Now, I'm raising my voice to her so she can hear me, because of the background noise from the TV, the music and people's chatter. Not because I'm annoyed at her. But that's another rule that MUST NEVER BE BROKEN, which is NEVER RAISE YOUR VOICE TO A CUSTOMER, EVEN IF IT'S FOR BEING HEARD. UNLESS HE OR SHE IS ELDERLY. IT IS TOO RISKY!
Now I've done it. She's looking at me like she's gonna slap me.
SC:
...Excuse me, but am I annoying you?Me:
............Um..... no? It's this computer I'm annoyed at. It's so slow, sorry........SC:
(seizes guilt trip opportunity ) Because if I am, I'll just go find the info myself.Me:
(oh yes please!) No, you are not annoying me! I have the info you need. It's this computer, which is so slow because of maintenance checks....She looks at me with this blank, black look for a moment and then walks away. I can almost picture the complaint letter, "The girl at the FD was soooooooooooooooo rude, she sighed AT ME when I asked for info at the front desk. She spoke too fast and she yelled also. You should hire people who have a better attitude. SIGHING, can you believe it? HOW RUUUUDDDDEEEE!!!! Blah blah blah blah blah." Good thing management knows what sensitive asswipes people are, so they don't really care; as long as it happens very seldom. Which it does.
Another past case of Ms. Sensitive and Touchy...
Around midnight...
Midnight. The witching hour.
Me: (minding my own business)
SC:
(appears out of nowhere) YOUR VENDING MACHINES DON'T WORK! Me:
(recovering) Um...sorry? (who are you?)SC:
IS THERE A VENDING MACHINE THAT WORKS AROUND HERE? I'M THIRSTY! I NEED WATER!Me: Sorry about that. There's a vending machine right there (points). You can try that.
She looks at me and walks away. I hear the vending machine eat her money. >_<
SC: THE MACHINE ATE MY MONEY!!!! ISN'T THERE A PLACE WHERE I CAN GET SOME WATER AROUND HEREEEE?!?!?!
Me:
-____- Okay, we have some in the back. I'll get you it.I do, and she takes it without a word of thanks, just stares at me blackly as she's walking away. I say nothing more, figuring she's satisfied. NOT.
Later she writes a complaint letter about me.
"Dear management, Last night I was sooooooooooooooo thirsty after doing lectures all day, and I just wanted some water. None of your vending machines would work, and when I approached the front desk, the lady there was sooooooooooooo rude to me. She had a "smart" tone, and when I BEGGED AND I PLEADED for water, she finally gave me some from the back. So kudos for the water, but the attitude she could have left at home, especially with this economy. She should be GRATEFUL that she even HAS a job and for people like MEEEEE. I'm never staying here again. You've lost my business!"
Really? You were upset because I gave you free water? Free water? For free? Which is what you wanted? And no, I am not grateful if ingrates like you are bitching. I'd rather have no job. What a bitch! >_< And I suppose ladies like me are supposed to sound "dumb" instead of "smart".
Sorry, this is not 1960. And the economy's bad, but it's not the Great Depression era. I'd serioiusly rather starve than to serve touchy people like you all my life. And I pity the fool who has to when I don't.They need to learn
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