Customer Service...When do you draw the line?

Question

Today, I had a gentleman come into the lobby and ask to where the coffee was... I told him and since I was cleaning; I went back to work on what I was doing... He then starts pounding on the kitchen door asking me "where the h--- is the blank blank coffee?"  

I then told him where it was and he said more curses and how stupid I was.  At this point I turned on my NJ side 0-5 sec. in b---- mode and coped an attitude to him saying this is our Regular coffee take it or please leave... He then storms up to the front desk and start ring the bell...  I walk down there only for him to curse at me more and tell me he should have more respect to men... I told him again where the coffee was as polite as I could... He did walk back to the coffee station but while there threw coffee supplies every where and took 3 cups of coffee with some more insults and curses...  

So for all you Customer service or Front desk people, in this situation or your own, what is your limit?

Mel · Accepted Answer

I don't expect customer service folks to put up with cursing or abusive behavior.  This guys sounds like a security risk for a workplace violence incident (not to mention a chauvenist - "have more respect to men"?  What, the women can get their own coffee?)  He definitely sounds like he should be drinking decaf!  :)

Most businesses have a rule that they can refuse to provide service to anyone.  In this case, it would have been appropriate for you to call security or someone in management and have him escorted from the premises.  Doing this in a sweet and polite tone is especially galling.

kristi · Answer

I would VERY politely point out that all asians are not related and that no one in the store is related to start with. I have a customer that always complained about prices till I told her to take her business elsewhere (knowing I have a fairly one of a kind business). In a few months she was back with an entirely different attitude. I was a waitress once (hated it by the way) and whenever someone would question me about the prices I would politely explain that I merely worked there and had no input in the pricing and then I also pointed out that their was both a McDonald's and a Taco Bell right across the street :)

The ReDesign Diva · Answer

My limit is when there is a lack of respect for me.  My boss would have been advised of the situation and I would have done it like this:

Sir, I undersand you aren't happy right now.  May I please call someone that will give you their undivided attention in solving your problem?  The manager would have been advised of how the client was acting.

Respect yourself. No one can argue with that!

Leigh · Answer

Your attitude was wrong. Your English is wrong and so is your grammar. He was the customer, regardless of what YOU were doing at the time, he wanted your attention and wasn't getting it. Regardless of his attitude you should NEVER retaliate with attitude of your own. It's silly and unprofessional.

Unsub29 · Answer

I would have referred him to the manager. It sounds like he should have been kicked out. No one should have to take that kind of abuse. It's also disruptive to other customers.

Wounded Duck · Answer

I would call security when the first curse was uttered!

Crazy cat lady &gt;^ ^&lt; · Answer

I'm lucky I can tell customers to kiss my  *** if they make me mad..there is NOTHING worse then a rude person.

Meili Wong · Answer

It was kind insults to you. Please don't care about it.
More important did you happy with your customer service.
If you happy,  just forget it. Cause you think more . You will feel angry.

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Customer Service...When do you draw the line?

8 Answers