As a former employee of Kmart, I've spent many hours standing behind a cash register and forcing myself to smile at customers who I actually would prefer to punch. I understand the struggle of customer service very well - I know what it's like to have to pretend to be happy and energetic on the tail end of a 10-hour shift. Trust me, I get it.
So here are some tips for all those cashiers out there, whether you're just starting or at the end of your rope:
1) The customer is usually never right... but you do still need to pretend.
It sucks, especially because the customer usually has no idea what the heck they're talking about, but you have to at least pretend what they say has merit. Even though it's ridiculous that they think the $500 pool is on sale for $98, because "they think they saw a sign," you just have to smile, clench your teeth, and say the five magic words: "Let me get my supervisor."
2) Perfect the fake smile - you'll need it.
It doesn't matter how tired or grumpy you are - you to keep smiling. Customers are unpleasant enough as it is, and if you're looking unhappy, even the nice customers will cop and attitude with you. And guess what? That will only make you more miserable. So smile. Even when you want to curl up and cry. That's what breaks are for.
3) Especially smile at the miserably angry customers.
Do you know that nothing pisses off an angry customer more than not letting their anger get to you? The biggest slap in the face is a nice big smile. And since you can't actually slap them in the face, it's an adequate substitute.
4) Never hesitate to pass a customer off to your supervisor/manager.
If it's between annoying your supervisor and getting fired for tackling a customer... I think you know what you should do. SHOULD being the key word.
5) Always volunteer to do stuff on the floor.
The main struggle of a cashier is having to stand in one place for a lot of hours, so when the supervisor asks for someone to go straighten shelves in Health & Beauty, you better jump on it! Walking around makes your shift a LOT better. And it goes faster, too. Win-win.
*Note: the only exception for this is Toys. Never go to Toys. Never.
6) Use your break to sit for as long as humanly possible.
If you got stuck with a 6-hour shift, you get only one measly 15-minute break, so you better make it count. I suggest getting to the break room as quickly as humanly possible, sitting down, and not moving until absolutely necessary. Give those feet a break.
7) Mentally prepare for work every day.
This is a necessity. Work can be pretty horrible some days, so you better be mentally prepared for whatever customers throw at you... whether that's swear words or a bottle of shampoo (you know those days happen, don't pretend they don't). So take a few minutes before work to prepare yourself for that.
8) Make friends at work - they're the only ones who understand the struggle.
The only good part of work, really, is having someone to help you get through the day. No one else but a fellow cashier really understands why you want to punch that customer, or why organizing Toys is so horrific (WHY IS THERE NEVER A PLACE FOR ANYTHING). Plus, when there's a lull in customers, you need someone to talk to - otherwise you may start talking to the merchandise as you pretend to look busy, and that's kind of awkward to explain...
9) Appreciate the good customers when they come along, because they'll make your day better every time.
I've had bad customers. A lot of them. One told me I was the reason Kmart was going out of business (who knew one measly 18 year old could take down an entire corporation by not giving in to customer's ridiculous demands). One threw a tote at me (Christmas always brings out the best in people, doesn't it?). So I know what bad customers look like. But the good customers exist - I swear they do - and they make everything a little bit better. They're kind, they smile at you, and sometimes they even pay you a compliment (as surprising as that sounds, it's possible). Hold onto that moment. You may need to remember it when the next customer starts screaming to loud, the vein above his eye looks like it might burst.
10) Leave your work at work at the end of the day - no one benefits when you bring it home with you.
Some days at work will be mediocre, some will be good, and some will be downright horrible. Leave it. Don't bring that crap home with you! It's bad enough having it at work. Tolerate work when you're at work, but let yourself enjoy your time out of work; let the past be in the past, and remain hopeful that maybe tomorrow you won't get screamed at (it's a high hope, but every once in awhile it comes true).
So for all you cashiers out there, remember that you can make it through that shift, you can tolerate that customer, and you will survive. If I made it through three years at Kmart, you can make it, too!
