Can I just say, and I'm just being honest...

[The Valkyrie]

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CIJS,

Today, while some of my coworkers and myself were eating in the break room, one of my coworkers remarked that she doesn't let people (customers), who behave in a poor and nonconstructive manner, get to her; she just does her best to help them and get them out of the store.  Once, she said that, another co-worker made the following remark: 95% percent of the shoppers in our store behave in a kind and decent manner, while 5% behave in a rude, insulting manner.  However, she said that it was those 5% that really get to her and stick with her. 

Now, she is a hardworking, respected individual of our team who has had a constructive impact on many people.  As a result, IMO, if she keeps this fact in mind when she does encounter poor, nonconstructive behavior from a customer, then it may aid her in acknowledging that such behavior is a reflection of that person's particular behavior choices which are outside of her control and are not a reflection of her personal value.  In addition, if a mistake was indeed committed on our end, then we can treat it as an opportunity to learn and grow and not blame and bark at one another.  Hence, it is my hope that she (and others along with myself) will be able to brush such negative encounters off while allowing all of the good that she has done to stick with her and illuminate how valuable she is to our organization.

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My overall problem with rude customers is that they should not be given a free pass to behave as they do while the employee has to accept the bullying just to keep the job.

Customer service is good in general, but it becomes evil when customers are allowed to bully employees.

The fact is that the customer is not always right, and it is something the bully customer needs to be taught.

When you let bully customers have free reign to do as they wish you have high employee turnover rates at the company.

One thing I've noticed is that customers are quick to complain about staff for the most trivial reasons but don't say a word when the staff is good.

I had an example on Friday when I went into a local pub that does an excellent make your own breakfast (this was 10.30am).  The two wait staff that served me were fast, professional, and extremely courteous (and both had very obvious American accents).

After the meal, as I was paying, I told their supervisor just how excellent their staff were.  It's a small gesture, but I think hearing something positive can really boost a person's day.