The Service Industry in America

[Sundae]

Originally Posted by Flint

The system is designed so that YOU HAVE TO YELL AT PEOPLE or else nothing gets done EVER. The system is designed so that 99% of people will give up before getting what they rightfully deserve when the store is clearly at fault (and they don't even deny being at fault! they just say it's "not our policy" to fvcking do anything about it).

Well... I've never been to anywhere that is set up so that the customer has to be aggressive towards staff in order to resolve an issue.

However I have worked in many places where an obnoxious customer is eventually given something they are not entitled to, or is given special treatment at a Manager's discretion because it is not fair on the staff involved to make them deal with this person.

It's always saddened me when this happens, because the arsehole goes away with the impresion that they were right all along, and that all the staff have just been lying, creating obstacles and being difficult. It encourages this behaviour next time and ensures that the highest level of customer care goes to a customer you would be happy never to see again.

I'm sure the above doesn't apply to you of course Flint.