It might not seem like that big of a deal, right? Working in a customer service job doesn't seem like it would be that big of a deal. After all, we're all competent, self-aware individuals who value and respect those in jobs serving the general populous, right? Wrong.
While it might seem like a very obvious–stupidly obvious–concept, it is actually quite difficult for many people to grasp. The idea that those behind the counter are also human beings, and those human beings are providing you a service, seems to be a lost idea.
As someone who has been employed by a multi-billion dollar fast food corporation for almost three years, and who even managed the store for half of that time, I can honestly say that the treatment of fast food employees by those they are serving has become heinous and even bordering on belligerent. I personally believe this wrongful and almost cruel attitude goes back to a mantra we are taught at a very young age: the customer is always right.
To an extent, I understand how this can be valuable in customer service and can aid in decreasing customer displeasure. After all, if we honestly made a mistake with your food or if you would like to make a change after the fact, of course, it is your every right to tell us and we will fix it. However, it is never, and I repeat NEVER OK to badger an employee, demand your food when it is taking a bit longer than you would like, gesture rudely towards us (i.e. snapping, banging on counter, rapidly waving, or getting up in our face, just to name a few), or try and tell us what we do or don't have.
The idea that "The customer is always right" is toxic and has created this illusion that we must bend and cater to your every silly and outrageous demands simply because you bought an item from our store. That is not true. The purchase of an item, no matter how big or small the order, does not give any customer the right to treat the employee providing the service for you like they are worthless.
Many of those working in fast food establishments are high school age children, CHILDREN, and this is their first job. They are not fully aware of themselves and are often ditzy or forgetful. They can be unfocused, whether it be from all the stress of dealing with high school or simply because they are a ditzy teenager.
With all that being said, just because they are young teenagers does not mean you do not have to treat them with respect and dignity. They are employed and working hard for their money, which often goes towards furthering their education.
The fact that these children went out and got a job shows immense dedication and commitment. I have seen many adults come and go from these places because they lack the basic foundations necessary to retain this job. It is from the teenage crowd that the most loyal and hardworking employees are bred. So, do not degrade, berate or attack a teenager because they made a mistake. They are young and ditzy, but still deserving of basic human rights.
The other half of employees are the adults, full grown adults, who most definitely deserve respect. Many have worked there for years and years and know how to do everything properly and thoroughly. They get the job done and know how to fix a problem when it arises. Again, that being said, just because they should know what they are doing does not mean that they don't mistakes.
It is human nature to mess up, whether it be reading sandwich label wrong or accidentally putting 5 creams instead of 3 into your coffee because it's busy and the labels blurred and you just roll with it. Their experience and knowledge do not make them any less susceptible to mistakes or accidents than a teenager, it just means they have the composure and repose to calmly and quickly fix it.
Yelling, cursing the store, saying we're a joke, saying you'll never return because of how stupid the people are, it does not achieve anything.
Your food does not come any faster, it will not make the machines make your drink any quicker, and it surely won't make the employees run any faster to give it to you.
Frankly, if you're that rude and aggressive, they will put off having to deal with the scary customer as long as possible.
Another irritating thing that customers do in an attempt to get their anger, irritation, or superiority across is try to tell us how to do our job. This falls into many different categories, from trying to tell us what is in our stock room, or how a promotion works, or even what is in our food or drinks. These again stem from that glorious idea that they are always right. Of course, these displays of superiority all come from either a lack of knowledge about how stores are run or an overarching knowledge of how stores are run.
Those who try and tell us what we have in stock at the moment are trying, and failing, to get us to comply with their wishes. They refuse to take no for an answer simply because the answer no is not what they wanted to hear.
Examples of this range from, "What do you mean you're out of ____? I was here yesterday and got it!" to "I want you to go and check because all the other stores around here have it so you should too."
Just because we had it yesterday does not mean we have it today, especially if it's a promotional item or limited time offer, and just because other stores have it does not mean we will too. We're not the same store, after all.
Those who try and tell you what's in the food and drinks are just trying to put themselves alongside the employee in their knowledge. It doesn't impress us when you recite how many pumps of flavoring are in iced coffee or when you express your expert knowledge of exactly what goes on each sandwich.
In fact, it terrifies us a little.
However, it is quite rude when you use that knowledge to try and manipulate us into giving free food, free add-ons, or other cheap substitutions.
The best are those who try and tell us how a promotion works. Along the same lines, except their knowledge comes from commercials and radio ads and often has no valid foundation.
Examples range from trying to tell us how coupons work and what we can or cannot accept as well as how promotions like Monopoly work. Don't try and tell us that we accept more than one coupon at once because we don't, it explicitly says so on the card. Don't tell us how the coupons work and what you can get with them and substitute. It doesn't work like that.
So, the next time you go to a restaurant and something doesn't go your way, just take a moment and remember that we're all humans here, and humans make mistakes. The customer may always be right, and the customer may always be smart, but we the employees are always better and smarter. Remember that.
