I have a mild disability that also includes a mental disability to a mild degree.I have an elderly customer who is rude, egotistic, verbally harassive, tries to steal, takes advantage of me, gives me no respect and if she doesn't get her way she mouths off to the managers. I'm in my thirties but due to aging a 1/3 slower than the rest of my peers I look like I'm barely entering my twenties.She treats me this way because I'm "different".Early on she didn't like me for my disability.
She has full mental and physical capabilities.The only thing I see wrong about her is that age has slowed her movement down and her rude harassive behavior.I asked a lawyer a long time ago due to another personal dispute and he told me mental disabilities win over physical regardless of the percentage difference.The only exception might be if they are paralyzed from the neck down.
I'm actually afraid for my safety to be around her due to her verbal harassive nature.The managers are taking pity on her due to her age and gender.I have no rights as an employee.With "the customer always being right"; I get written up or near written up each time she comes in.Each time she comes in and if she doesn't get her way I have a conference talk due to my "rude" nature to her.I'm anything but her lies.I have excellent customer service, am a "yes" answering dummy, treat "everyone" with high respect, meet the expectations of the company and so on.
Am I allowed to deny her service due to her lies and harassive behavior?The managers already know of the situation.I want to take it to this step but I'm afraid that might put me on my managers do not like list.For standing up for my self.
Good idea. She sasses me alot for being "different". She is basically violating my dshs rights. I'll deny her service next time she "complains" to me or offends me. I have a audio recorder I purchased for a few classes. I might go back to bring it to work with me. I'll inform her this conversation is being recorded for my protection.
Here are a couple of things that will immediately help.
1. You can simply not assist the customer. Advise to the customer you do not feel comfortable assisting them and offer to get another employee. If this doesn't work, go and get management.
2. You can start building a case against the customer. Each interaction while she is verbally abusing you, throw your arms up in a blocking motion as if someone has thrown something at you and you are blocking your face from being hit. Don't be overly ridiculous with this, it need to be slight but noticeable. Also, take a few steps back or to the side when you do this. Several months of this and you can write corporate of this and advise that the cameras need to be looked at. Make sure you are recording the times of interaction so you will be able to provide accurate video footage times.
3. - oldest trick in the book - When you see the customer simple avoid them.
4. - even more old-skool - If she ask for help simple agree and say I will be right back and disappear into the dairy cooler for a bit.
honestly as someone with a disability as well, anytime I feel I am in danger, whether it be perceived or actual, from a customer, (obvs robbery you simply follow the instructions and do what they say) I am told by my FEL (front end lead) to not tolerate it in any way, to simply walk away, and immediately inform management or my CSR / Service desk staff and tell them to get the manager(s) on duty.
If she makes you uncomfortable via threats or just plain abuse, DO immediately get another employee or supervisor to you, and then refuse her service. "ma'am I am trying my best to give you the best service you deserve, however your attitude towards me is unwelcome. I cannot continue this conversation / transaction with you. I am feeling very uncomfortable with the language you are using towards me, therefore I cannot continue to assist you. Would you like to speak with my manager on duty." Say nothing else to her and do not respond or react. Page for a manager to your register directly, call the Service desk and tell them to send a CSR to you. This gives you two advantages, backup and additional witnesses. Step away from the register (secure it first) and do not interact with her.
When management shows, explain you feel she is threatening you and that you feel you are in danger. Ask for her to be removed from the store if she is being overly loud with you or making threats. Anybody as a customer who makes a threat is considered hostile and is ejected promptly (and by force / can be arrested for disorderly conduct if need be by management / police)
You have rights. You may not think so, but all employees are required to have a SAFE working environment, period, by law. End of story. Once that safety is disrupted, the appropriate persons must deal with it (management / police) promptly and swiftly by virtue of duty. If management tries to hush you, involve the union immediately and demand the number for your District Front End Manager or call Corpo and get it. Do not be silenced, you have rights.
OP, I'm just curious........can you give us some examples of the EXACT situations you are having with that customer........... EXACTLY what the customer is saying, and what type of help she is asking for? Like........she wants help to find a particular item in the store??? She needs you to reach up on a higher shelf to get something for you?? She has a problem with her coupons??? I don't get it. More particulars would help us understand why this is happening.
She'll tend to snap orders at us. Rather than politely request. She'll grab items from our hands rather than wait for us to hand them to her. Often I'll drop them unaware that she's going to do that. Then spit words at us about "How that was my fault." She'll try to use the "make it right" program to steal items or penny pinch. I work in a store with banned plastic and she fumes over us charging for paper bags and resuables. She'll pressure us to use the small free bags which have no handle and are no thicker than printer paper. She complains how they break on her every time she tries to use them. She's aware of it and has been since it started five years ago. Each time she's in she'll steal a plastic bag reusable purchase bag on her way out. She tends to pocket the impulse items we sell on the check stands. If I try to professionally stop her she fumes to the managers about how I'm telling lies about her or that she can't get her way. Then I get a conference for "my attitude towards her". If I go to check on a price within walking distance this offends her due to her waiting 30 seconds. If I'm the only cashier she moans and harassively complains about how she has to wait more than 30 seconds in line. (Which is what our store has trained customers to expect. Though with the Wal-Mart Ripple effect we can not always honor it.) She's basically an elementary schooler at best mentally. She may have the wisdom of age but she doesn't seem more advanced than an elementary shcooler. WA state has a high minimum wage so our company will not pay any more than what they have to in the way of employees. This has caused a shortage in checkers and courtesy clerks. The elderly gentleman courtesy clerk she harasses for speed. If he is bagging I use passive agressive anger and let her wait 5-7 minutes to bag the entire order. He presents himself to be so innocent it is obviously she is the cultrate.
-- Edited by drwidell on Thursday 2nd of March 2017 11:09:14 AM
Don't deny her service outright, but page a supervisor each time you have a problem with her instead of responding to her in any way. That is what they are there for. Then they can see for themselves what is going on. I have done this with a couple of customers. They seem to calm down, once they know that someone else is watching.
