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Customer service point of view.
I have worked various public facing jobs over the years and I think it's a point of view everyone could benefit from hearing, so here goes.

There is a troubling attitude toward customer service workers that is so ingrained and pervasive that people become offended when you point it out. We are often treated as servants. "The customer is always right" has morphed into systemic abuse of clerks, waitresses and service staff in general. People will do and say the most awful things to them,knowing they'll get away with it because the service industry is fanatic about not offending customers.

I have witnessed workers being sexually harrased and stalked, physically accosted, threatened and assaulted by out of control customers and management. Even those who don't cross that line often fail to treat customer service people with any respect. It's not ok to be horrible to people because you don't like the prices,procedures or anything else about a business. The people you see and talk to DO NOT MAKE policy. They're just the sad sacks who have to put up with your tantrums over it.

Something many people may not know is that the service industry has been on a massive labor cost cutting rampage in the last decade. Most people can't get full time but are expected to have completely open availability at a low wage. Good luck getting a 2nd job to pay rent. Corporations don't mind turnover and even encourage it because it keeps them from having to give out raises, pay for benefits etc.

So that customer service worker who doesn't seem to care enough about whether or not the bread you want is in stock most likely is living on the edge of poverty, has no healthcare, next to no job security and knows very well that he could be fired at any time for any little thing.

Getting sick is a big one. People get fired for calling in sick all the time. You want to know why that bakery employee is working despite barely being able to stand? Because sick leave in most cases is draconian. You only get a handful of days, that are often tied in with vacation and family leave. Many places require a doctor's note if you call in for 3 consecutive days. Good luck with that when you're broke and don't have any healthcare, or an enourmous deductible that has to be met. So you can thank the service industry for the frequency of colds and flu.

In conclusion folks, customer service workers are broke,most likely sick, struggling with all sorts of financial and emotional problems resulting directly from basically being slave labor and generally despised by the public and their employers. So maybe try not to be such dicks. Also support your local labor movement.

OpposingOpposum 9 Apr 16
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43 comments (26 - 43)

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3

I know this is ancient history now, but I saw something that applies here today.

JimG Level 8 Apr 21, 2018
3

There have been times when I am so pissed that I cannot hold it in. The first thing I do is tell the person what is happening and appologise for being so upset. It is the company I am pissed at not their representative. I find the person on the other side usually appreciates this, yelling at them does no good. I have almost always found caring for this other person helps as they have agreed with me.

3

Wow your experiences sound horrendous, sorry you've been through that. I'm not sure if people are that bad in the UK and Australia. I've found most people ok and just a few getting too personal in Australia. Or maybe that's just me. (Also you can bar them or stop serving them if you're in a pub, which is great!)

Uk is as bad matey.. I have done call centre work for the AA breakdowns.. it all hits the fan when they get a puncture lol.

Thanks. It's definitely not just me. People(usually) like me and treat me fairly well. This post was brought on by hearing others stories actually. It made me sad and angry that so many people live with those sorts of struggles.

@Blindbird definitely can't blame yourself ... I have worked in the care sector running a home for Young adults who are emotionally disturbed and mentally ill .. I have had more respect out of those "supposed damaged, problem" kids than half the customers out there. Those kids are glad when you point out a misgiving or error so they can learn and be part of being in a grateful useful society lol .. Rather than customers who are rude haha, entitled and full of privilege!!!

My references for dealing with "difficult people" and track record for positive results in care is truly flawless - so I know when someone is being an asshole lol 🙂 and when they deserve my help .. I have a good yardstick 😉

@Nickbeee lol. Good yardstick huh?

I guess I've somehow managed to avoid rude people then, or maybe I just write their comments off as them having a bad day. I did have an argument with one customer in 2017 (about pricing, which was already low, he was just being an ass!), but apart from that have been lucky I guess.

3

I quit a job at an insurance call center last year because I absolutely positively could not take it anymore. My job was arguing with stupid people all day who thought they knew my job better than I did. And like you said, people could stand to learn that the person helping you when you call someplace are NOT the people who make the policies, set the prices, etc.

My favorite was people who would immediately start bitching about the hold times. I always wanted to say, "What makes you think I have any control over that?" Or the idiots that would call for a quote, and then complain about the quote. "I'm not going to pay that. Why should I pay that much for this policy?!" What good does it do to bitch at me because you don't like the price? I always wanted to say, "Look, a$$hole, if you don't want it, DON'T BUY IT. Problem solved!"

Let me give y'all a piece of advice while we're at it: always, ALWAYS ask questions about something BEFORE you buy it. I can't tell you how many times I had to listen to people bitch and moan and threaten to file lawsuits because they bought insurance ASSUMING it would cover something it didn't. (And what happens when we ASSUME, boys and girls?) There's a big difference between being a victim of fraud and being someone who couldn't be bothered to read the contract.

3

I am pretty sure if I had to work in 'customer service' the phrase "I will cut you" would be my name tag....I did work in as a 7-11 clerk back in the late 80's for a brief amount of time....but, during my shift, I called it an inconvenience store....when regulars walked in, I greeted them with either a 'whadaya want now?' or 'not you again'. New customers got a 'buy at your own risk'. The owner was the worst....a drunken 5' tall texan who had so many DUI's that his 7-11 eventually lost it's license..but the benefit was that he said,"Don't put up with no shit...if a customer is causing a problem, kick him out...it's not like we will run out of customers..."...haha! Rowdy Roddy Piper was a semi-regular....he got the 'not you again'....haha...he was awesome.

3

Sometimes when I talk to someone quite younger than me I find myself saying, "back in the old days" and I hated when I was young when they said that to me. But it was better back in the 50's and 60's. My first real job in 1965 was at a chain grocery store stocking shelves $1.75 hr., it was a union job minimum wage was $1.35! People earned a very livable wage then. Anti-unionism to me has strangled our wage earners and thus ridiculous wages of today.

Absolutely

3

I used to work for a municipal government. There were some good things about it, for sure. But, it was also like wearing a target on your back! I left. Now I'm a teacher. Hmm, something strangely familiar.......

3

Worked a lot of customer service jobs too. Reading your post reminds me of Ehrenreich's book 'Nickel and Dimed' . Even in Florida there's got to be something better. I know Florida's a right to work (for less) state but there has to be some jobs with union representation. I definitely know what you're going through. Take care. With you in the struggle.

Yes. There are better things for ME but that still leaves millions of people in this situation. In fact this rant was brought about by meeting and listening to the stories of 3 customer service folk over the last 2 weeks. Their stories were profoundly sad and distressing and far too common.

@Blindbird Agree with you completely. That's why I really liked your last sentence in the original post. I'm a proud member of ATU Local 1005, support other unions and anyone else who wants to be in a union. I do support the labor movement: locally, nationally and at the ballot box. Great post. 🙂

3

Wow was just thinking of how unrealistic that is to the customers. Think that an employer would encourage a sick employees to seek medical care rest etc so that the employee could give the customers the best treatment in hope of repeated business.

That is sadly NOT how corporations work.

@Blindbird I know worked for Costco for a like 3 years they are a bit better about employees treatment but only a smidge.

2

This! I've had a man raise his cane at me, been called a liar too many times to list, been waved over, fingers snapped at me, etc. All manner of comments and hand gestures intended to humiliate me by bullies that know they can get away with it.

In the past, men have "accidently" touched my ass and/or breasts, grab me by the arm or shoulder to keep me where they want me. make comments about how I must be in bed.

And I am expected to not only tolerate it but actually fucking thank them for shopping there. Half the time, the store management is treating the female staff the same damn way.

I once had a customer whistle at me. I turned around, looked him square in the eye, and said "I'm not a dog. Please don't whistle at me". He looked both shocked and embarrassed to be called out on his actions. I've also had messy customers, when seeing me straighten the mess they made, say to me "it's job security", to which I answer "no, making a purchase is job security, not cleaning up after you".

@AzVixen52 Yeah I get those. I don't comment because I work for a company that wrote me up after a roommate made a false call against me. The camera showed I was not on the floor at the time specified so the acknowledged I was innocent but then wrote me up for not keeping my personal life out of the job.

I take it because I make over twice the minimum age and the shit I have taken has ensured my children never would

2

The people we interact with the most at work are never called "customers." One of the top best things about my job is not having to make "customers" happy. We're nice to people but we will not put up with nasty people on the phone. The other day somebody called all bent out of shape about something and one of the other ladies in the office said if we don't have at least one pissed off person call a day we're not doing our jobs!

You really do have to wonder about the intelligence level of someone that will call and scream at ladies that can take their money.

As a matter of fact, if you call and scream at us, we'll use every tool at our disposal to hunt you down and take your money! And happy dance through the office when we get it. LOL!!

2

I get sick quite often because crew and customers come to eat or work sick. I think I have more nice customers than the rude ones. This old senior was rude. I got my boss, he was rude to her as well. He wanted free things without a purchase. He thought he was entitled and privileged. Seniors tend to think that when they rudely ask for a senior drink. "I get a free drink?!" No, you ask like this: "May I please have a senior drink?" So many elderly people are rude about it.

Yeah we get a lot of that here in Florida. You here a lot about the entitlement of millenials but the boomers are way bigger offenders in my experience.
Illness tends to rampage through retail for that exact reason. People come in sick because they need money,are concerned about losing their jobs or just because calling in sick is generally assumed to be "malingering". I know a man who got fired because he was in the hospital after a heart attack and missed his shift.

Florida sucks. One year in Daytona convinced me of that. Aside from brutal humidity I've never seen such blatant racism and pure assholery as I did there....and they're proud of it. The cooler folks also, but...nnnaaaahhhh....Fuck that place.

@Blindbird Wow. That sucks. People don't care about their employee's health.

@Slappy_Longarms I've never been to FL.

@Sarahroo29
You're not missing anything.
Visiting is one thing - living there is something else.

@Slappy_Longarms Lol.

2

Very true - same culture in the UK and people in low paid customer service roles often have to use leave / holiday time as sick also if sick "too much" to be covered in work schemes /contracts.

2

People really do shoot the postman for the letter.

1

Used to do industrial sales and when dealing with a person on the other end and you need their help yelling never works nor abuse. Treat them and make them fell like only they can fix this problem even if it is their fault

1

I worked for Sainsbury's in the UK, one of our largest supermarket chains, for 8 years and hear you loud and clear. All employees started on minimum wage, and might get a pay increment each year, depending on a yearly performance review.

I never got to work on the Customer Service Desk itself, and wouldn't have wanted to. But as a shelf-stacker and till operator, I got my (un)fair share of abuse from customers who were pissed off because we'd sold out of an item that was on sale - probably the biggest gripe that I faced. Sainsbury's were very good in their employee training and we would often be able to turn a disgruntled customer into one of our greatest fans by offering to save the item for the customer when it was next in stock

At the time I was just starting to get into Buddhism, which helped me a lot. A smile can go a long way, and patiently and honestly explaining a situation kept me in good stead.

But then there were total assholes who just weren't interested in engaging at all.

1

Amen

1

Lifes rough out there... it is what it is... its that way at high paying jobs... i was a utility foreman. I made good money but I basically worked for all foreman, secretaries, any prick trying to suck up to his boss. The security. Note: You got bullshit at every level. I try to be nice to all people. But i want to inform you that low wage jobs aren't the only jobs with bullshit. High paying jobs catch hell too.

I'm aware. I'm also convinced we need to stop the bullshit. People have been out here taking shit when they're just trying to do their jobs for far too long.
The big point here is that people are working for slave wages though. Unable to afford living costs,healthcare or a sick day. Anyone who works full time should not be living in poverty. The people at the top of the corporate food chain are all take and no give AGAIN much like a hundred years ago. They need to be reined in and taken to account.

@Blindbird Vive la résistance!

@RavenCT I got my pitchfork ready.

Somehow, though, I'd think abuse from clientele and co-workers would be a little easier to endure on a man's wage than it is on a woman's. And many man just never receive as much, or the same kind of, abuse as a woman simply because she seems less intimidating.

I worked for a UK national supermarket chain and everyone started on minimum wage which was the same for men and women. You could then get pay increments based on a yearly review of your performance

@eeyorn. The USA military do the same thing...

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