Automatic Asshole Correction
I've got a story about a fellow customer service rep at a Best Buy.
Back in the 90s I worked as a PC technician part-time as a second job. The pay was good the work wasn't too hard but the customers. Jesus Lord, the customers.
In our old store, the PC service area was contiguous with the customer service desk. So we worked pretty closely together with the CS folks. I worked with one lady, lets call her Donna, who was a long-time employee. Good attitude, nice lady, one of those can-do people with a no-nonsense edge.
Anyway, it was in December and we were slammed. People everywhere, store packed, customers coming in fast and furious. Things were humming along and I noticed that the Customer Service counter was getting way backed up. So I went over there to answer easy technical questions and help people who didn't need to do a transaction (like a return or something.)
I'm standing next to Donna talking to a gentleman regarding printer cables and general questions he had about his peripherals. The customer with Donna was red-faced and getting louder and louder. Pretty soon he's getting obnoxious.
"You fucking bitch I'm not going to let you fuck me out of this! You take back this fucking broken $Item or I'm gonna sue you and this fucking store...." blah blah blah This goes on for a minute. I notice the normally unflappable Donna has tears in her eyes and both her hands clenched into fists. Then he calls her a cunt.
I look at my current customer, (who has been edging away from the asshole) and say calmly "If you could excuse me for a moment?" He nods.
I slam my hand down on the counter in front of the asshole, palm flat with a noise like a gunshot going off. Immediately a hush falls over the entire customer service area with like 30 people in it.
I look him straight in the eyes and dial for my command voice. "If you can't act like a gentleman, then you can get out RIGHT NOW. Are we clear?" I say it loud enough to be heard over the entire area and leaned in his direction a bit. I'm 6'2 and a fat bastard but I can look intimidating if I want to.
Asshole goes a bit white and glances around furtively, noticing that EVERYBODY is looking at him. He apologizes to Donna and is now red from embarrassment, takes his broken TV and leaves.
I turn back to my customer and apologize to him for keeping him waiting. He actually shakes my hand and tells me "That was awesome."
Later, Donna got me a Pepsi and gave me a hug and said thank you. The store manager, hearing of the incident took me aside and essentially said: Officially - Bad employee, don't yell at customers. Unofficially - Good job, we don't need assholes like that abusing our people.
Was a wild day at the Buy.
Back in the 90s I worked as a PC technician part-time as a second job. The pay was good the work wasn't too hard but the customers. Jesus Lord, the customers.
In our old store, the PC service area was contiguous with the customer service desk. So we worked pretty closely together with the CS folks. I worked with one lady, lets call her Donna, who was a long-time employee. Good attitude, nice lady, one of those can-do people with a no-nonsense edge.
Anyway, it was in December and we were slammed. People everywhere, store packed, customers coming in fast and furious. Things were humming along and I noticed that the Customer Service counter was getting way backed up. So I went over there to answer easy technical questions and help people who didn't need to do a transaction (like a return or something.)
I'm standing next to Donna talking to a gentleman regarding printer cables and general questions he had about his peripherals. The customer with Donna was red-faced and getting louder and louder. Pretty soon he's getting obnoxious.
"You fucking bitch I'm not going to let you fuck me out of this! You take back this fucking broken $Item or I'm gonna sue you and this fucking store...." blah blah blah This goes on for a minute. I notice the normally unflappable Donna has tears in her eyes and both her hands clenched into fists. Then he calls her a cunt.
I look at my current customer, (who has been edging away from the asshole) and say calmly "If you could excuse me for a moment?" He nods.
I slam my hand down on the counter in front of the asshole, palm flat with a noise like a gunshot going off. Immediately a hush falls over the entire customer service area with like 30 people in it.
I look him straight in the eyes and dial for my command voice. "If you can't act like a gentleman, then you can get out RIGHT NOW. Are we clear?" I say it loud enough to be heard over the entire area and leaned in his direction a bit. I'm 6'2 and a fat bastard but I can look intimidating if I want to.
Asshole goes a bit white and glances around furtively, noticing that EVERYBODY is looking at him. He apologizes to Donna and is now red from embarrassment, takes his broken TV and leaves.
I turn back to my customer and apologize to him for keeping him waiting. He actually shakes my hand and tells me "That was awesome."
Later, Donna got me a Pepsi and gave me a hug and said thank you. The store manager, hearing of the incident took me aside and essentially said: Officially - Bad employee, don't yell at customers. Unofficially - Good job, we don't need assholes like that abusing our people.
Was a wild day at the Buy.
| < Hazy shade of winter | Spring Break! (Part 2) > |
