The Angry Customer Every Retail Staff Will Experience

Recently I have been working so much that I have actually forgotten what the meaning of having a social life is. As well as this my job isn’t exactly the easiest of all jobs to deal with.  I work on the customer service desk of a huge British PLC called Sainsbury’s. Here I deal with complaints after complaints for on average 9 hours a day.

Sounds like great fun right? exactly.

I am normally very good at handling these situations and defusing the tension however recently I have been finding it so difficult and been talking a lot of it to heart. I don’t know whether this is because I’ve been through a lot recently. 

I can imagine you are probably sitting there reading this thinking “why does this have the title such a lovely day”. Well this is where my story begins.

Yesterday morning my alarm set off at 5:30 am ready for me to jump up and start a brand new day at work. I turned up on time and by an hour into my shift I was already stressed and ready to head off home.

Of course, being the person I am this negative way carried on throughout the day until an hour before I was due to finish. At this moment a female customer came flying over to me raging and throwing aggressive swearwords here, there and everywhere.

I stood there professionally taking it all and trying to calmly understand her reasoning behind the situation. In the nicest way possible I was planning her death in my head (of course figure of speech). Finally, I had taken too much and I completely lost it. I said “Look I’m sorry but this is not my fault please do not take this out on me, I really do not deserve to be spoken to like this and quite frankly I don’t get paid enough for it either.

The lady just stood there in pure silence looking me in the eye and sincerely apologised a thousand times, this is something that never happens. If you happen to or have worked in the same sort of job you will know. The lady was so upset she had spoken to me in this way when to be honest for me it was just one of many people I have to deal with on a day-to-day basis.

Eventually, the lady left and then to my surprise about 20 minutes later the same lady walks back into the store and comes over to me with my manager next to her. She begins by firstly apologising to me for the way she spoke to me and told my manager that I deserve a pay rise, then from nowhere pulls out a massive bouquet of flowers.

What a lovely end to an awful day. Good people do exist.

good customer service

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