So it's dollar days at the store I work at and so everyone is trying to get their groceries at the same time making the store super busy. This is particularly true because we're short staffed (yet again) and the weekend is about to start.
Let me make it clear that this is not old news to the public. We've been running obscene amounts of advertising because Summer's coming and camping season has already begun (bit cold personally). We've got advertisement on the Internet, our website, all the local papers, tv, and even the radio and snail mail. It is not the first day of the sale nor is it the last chance to grab stuff before the flyer turns over.
So this lady shows up at customer service desk, where there is a line obviously as its a busy day. She bitches whines and moans the entire time in line because "can't we see she's in a rush" and keeps trying to budge in front of people who are paying less then perfect attention (both other customers and staff call her out on it). She bitches that she should "be given priority because there's a long drive to the ferry and she's not sure if she'll make it this way."
Sorry lady, everyone who is kindergarten age or older knows that the people who were there in line first, get served first. Even some kids younger then kindergarten age can sometimes understand that.
She spends the whole time complaining about what "horrible service we have for making her wait [in line...like everyone else]". She does this at the top of her voice. Then complains that she's "been planning this trip all month and she booked time specially off for it." Sorry but if you've been planning this trip that long then you had plenty of time to buy your ferry passes earlier (they aren't dated so you can use them once within 30days of purchasing) instead of waiting to the last minute. No sympathy from me here.
When she finally gets to the till we tear off the necessary tickets from the book (2 car and 2 passenger) She then questions us about why we're trying to "scam her" into buying two tickets and we have to tediously explain that when you get on the ferry you have to give them the ticket for the car and for the driver. You don't get that ticket back. You therefore need a second set of car/driver tickets to return on the ferry back home or spend more money to get back (the tickets are cheaper if you buy there and back again rather then two separate trips). So she can either pay $30 now or pay $20 for one way and then pay $20 more when she's due to return.
Then she tries to snatch the tickets out of the cashiers hand before she's paid for them. Whereby I have to explain we can't give her the tickets until she's paid for them as some people aren't as 'honest' as her and we've had people walk off with tickets before without paying or having their card declined. I don't think she caught the subtle barb. Probably a good thing really.
She pays and leaves. Thankfully.
Only then, we get a call from SOHC (sucky old hag customer). Note, slightly edited to cut out the more graphic descriptions of what I could do with myself while still making sense
SOHC: thanks to your terrible service I'm now stuck in traffic. It's all your fault. If you had just let me in front of all those people I wouldn't be stuck in traffic.
Me: I'm sorry to hear that but we have no control over how busy it gets and I am legally not allowed to serve you before customers who are already in line.
SOHC: well you should have made an exception for me. After all I only needed one thing (and the other people didn't?). I would have been faster then all those people with returns and problems (because that's totally not the point of the desk?).
Me: It's a legal obligation ma'am. I could lose my supervisor position if I broke store policy and be fined for breaking the law.
SOHC: Well nobody would know and it would have been more convenient for me if you had just ignored your silly rules (hello! Legal obligation, store policy, and common human decency?).
Me: I'm sorry but we do have cameras pointed right at the desk (hint hint of you're going to complain to my boss like you're probably about to threaten they'll check the cameras) and they are reviewed regularly. Other customers were ahead of you and they would have been within their rights to complain if someone was allowed to skip the line. My fellow supervisors would have also reported me as per our policy. We are not allowed to show favourism.
SOHC: *cue indignant reply* *graphic rant.* As far as I can tell (kinda tuned her out) she thought is should do things that were likely physically improbable, a few were downright impossible or there were laws about that sorta thing. She also insulted just about every branch of my family wondered allowed if my mother was as big a bitch as me and then decided that she must be an actual bitch (as in the female dog variety) and that my father couldn't find a woman stupid enough to -insert expletive here- so he made do with the family pet. And a bunch of other shit that honestly had me trying not to laugh at her from the simple absurdity of it all. Not to mention I come from a long line of military personnel, I've heard all kinds of interesting words and things other people should do with themselves. It doesn't bother me because I don't take it seriously even if the other person is saying it seriously. (Besides it pisses them off more to just laugh at them).
Me: Your concerns are noted and I will take the issue up with my manager if you give me a name and number (and she was dumb enough to do so). I'm sorry but if you don't have an actual question for me then I'm going to have to either put you on hold or end the call as it's really busy and there are other customers to be served.
SOHC: Don't you dare put me on hold!
Me: I hope the traffic gets better and you can enjoy your vacation. Have a nice day! *click*
Of course as soon as she gets to the ferry and realizes she missed her ferry and now has to wait an entire hour she's back to calling us again.
Store manager, dept manager, and WIC all notified. I seem to recall someone debating whether or not there was any ground for legal action (even if it's just some poor cop sent to her door to explain that being a bitch doesn't mean she can harass and verbally abuse anyone who doesn't cater to her will).
Let me make it clear that this is not old news to the public. We've been running obscene amounts of advertising because Summer's coming and camping season has already begun (bit cold personally). We've got advertisement on the Internet, our website, all the local papers, tv, and even the radio and snail mail. It is not the first day of the sale nor is it the last chance to grab stuff before the flyer turns over.
So this lady shows up at customer service desk, where there is a line obviously as its a busy day. She bitches whines and moans the entire time in line because "can't we see she's in a rush" and keeps trying to budge in front of people who are paying less then perfect attention (both other customers and staff call her out on it). She bitches that she should "be given priority because there's a long drive to the ferry and she's not sure if she'll make it this way."
Sorry lady, everyone who is kindergarten age or older knows that the people who were there in line first, get served first. Even some kids younger then kindergarten age can sometimes understand that.
She spends the whole time complaining about what "horrible service we have for making her wait [in line...like everyone else]". She does this at the top of her voice. Then complains that she's "been planning this trip all month and she booked time specially off for it." Sorry but if you've been planning this trip that long then you had plenty of time to buy your ferry passes earlier (they aren't dated so you can use them once within 30days of purchasing) instead of waiting to the last minute. No sympathy from me here.
When she finally gets to the till we tear off the necessary tickets from the book (2 car and 2 passenger) She then questions us about why we're trying to "scam her" into buying two tickets and we have to tediously explain that when you get on the ferry you have to give them the ticket for the car and for the driver. You don't get that ticket back. You therefore need a second set of car/driver tickets to return on the ferry back home or spend more money to get back (the tickets are cheaper if you buy there and back again rather then two separate trips). So she can either pay $30 now or pay $20 for one way and then pay $20 more when she's due to return.
Then she tries to snatch the tickets out of the cashiers hand before she's paid for them. Whereby I have to explain we can't give her the tickets until she's paid for them as some people aren't as 'honest' as her and we've had people walk off with tickets before without paying or having their card declined. I don't think she caught the subtle barb. Probably a good thing really.
She pays and leaves. Thankfully.
Only then, we get a call from SOHC (sucky old hag customer). Note, slightly edited to cut out the more graphic descriptions of what I could do with myself while still making sense
SOHC: thanks to your terrible service I'm now stuck in traffic. It's all your fault. If you had just let me in front of all those people I wouldn't be stuck in traffic.
Me: I'm sorry to hear that but we have no control over how busy it gets and I am legally not allowed to serve you before customers who are already in line.
SOHC: well you should have made an exception for me. After all I only needed one thing (and the other people didn't?). I would have been faster then all those people with returns and problems (because that's totally not the point of the desk?).
Me: It's a legal obligation ma'am. I could lose my supervisor position if I broke store policy and be fined for breaking the law.
SOHC: Well nobody would know and it would have been more convenient for me if you had just ignored your silly rules (hello! Legal obligation, store policy, and common human decency?).
Me: I'm sorry but we do have cameras pointed right at the desk (hint hint of you're going to complain to my boss like you're probably about to threaten they'll check the cameras) and they are reviewed regularly. Other customers were ahead of you and they would have been within their rights to complain if someone was allowed to skip the line. My fellow supervisors would have also reported me as per our policy. We are not allowed to show favourism.
SOHC: *cue indignant reply* *graphic rant.* As far as I can tell (kinda tuned her out) she thought is should do things that were likely physically improbable, a few were downright impossible or there were laws about that sorta thing. She also insulted just about every branch of my family wondered allowed if my mother was as big a bitch as me and then decided that she must be an actual bitch (as in the female dog variety) and that my father couldn't find a woman stupid enough to -insert expletive here- so he made do with the family pet. And a bunch of other shit that honestly had me trying not to laugh at her from the simple absurdity of it all. Not to mention I come from a long line of military personnel, I've heard all kinds of interesting words and things other people should do with themselves. It doesn't bother me because I don't take it seriously even if the other person is saying it seriously. (Besides it pisses them off more to just laugh at them).
Me: Your concerns are noted and I will take the issue up with my manager if you give me a name and number (and she was dumb enough to do so). I'm sorry but if you don't have an actual question for me then I'm going to have to either put you on hold or end the call as it's really busy and there are other customers to be served.
SOHC: Don't you dare put me on hold!
Me: I hope the traffic gets better and you can enjoy your vacation. Have a nice day! *click*
Of course as soon as she gets to the ferry and realizes she missed her ferry and now has to wait an entire hour she's back to calling us again.
Store manager, dept manager, and WIC all notified. I seem to recall someone debating whether or not there was any ground for legal action (even if it's just some poor cop sent to her door to explain that being a bitch doesn't mean she can harass and verbally abuse anyone who doesn't cater to her will).
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