Is there any actual benefit of being rude, abusive towards any staff?

Wow, a touch rude and aggressive there… do you yell at cashiers by any chance?

I worked for a local authority in customer service as a manager for years until fairly recently.

I could and did ban the obnoxious from the premises. Worked on a three strikes and you're out basis. Assertive is a different thing from abusive. Also being nice and asking nicely made my staff much more likely to be helpful above and beyond.

It's a bit easier at the LA because you cannot bend rules about most of it because you are applying law/official regulations. Shops can just give people what they want to get them to leave.

I also had back up from security guards and police worked in our building too.

We also had what we called vexatious complainers who were basically complaining for their own amusement because they enjoyed it.

I know someone who goes through assertive into rude and it does seem to get him results. I think people think it’s easier to give him what he wants than deal with him any other way.

I think attitudes societally have changed a lot. It also works both ways. Being assertive doesnt immediately mean polite either. I
deal with complaints and listen to calls etc and am shocked at what people think polite means. I never understand the need to swear at people no one gets paid enough to pit up with that. All they are doing is creating fear and creating a situation more likely to create mistakes and anxiety. I also find though that a growing number dont care and will hide behind the term ‘assertive’ as their defense. Sadly not all people wanting to be assertive are successful. That said, the attitude of staff also needs to be looked at in equal measure, not all staff have the right approach!

So true!
In another job I had as a receptionist one of the managers downright refused to speak to a particular person who kept ringing in.
It was always 'take a message/ tell him i am out/ in a meeting/ i will ring him back' cause hebdidnt want to deal

So of course I got the receiving end.

Though I dont know if they ever got what they wanted cause i left.

There's no benefit but the bit that amazes me is that there is also no detriment. I don't know what I want to happen to them, struck down by a thunderbolt perhaps.

Having worked in Local Authority for many years, I would say that sadly the people who shout loudest are the ones who get what they want. It is a fallacy that if you are reasonable, you get the best results.
My experience is same as PP. As an individual worker you apply the rules. When someone complains vociferously, managers just cave as they can't be bothered with the hassle.

Long time ago now 🤣
Luckily it didnt happen every day. Learned quick enough if i did my return spiel and they reacted certain ways i just got that manager.

Oh, that sounds horrible, @CynicalSunni .

No, no benefit in practical terms. I guess people do it because they are walking around in public like unexploded bombs, just waiting to release all the tension they have from their own personal lives.

It is horrible. I hate reading about how much worse things are getting for so many workers in customer facing roles. A big hug to you all. Remember that when someone is giving you grief in public, loads of people are probably watching and thinking 'what a wanker' about the grief-giver.

When i worked on retail the loudest, rudest customers always got what they wanted. My manager always gave in 😅.

I would follow the rules as of our store and be yelled at and called stupid etc and customer would ask for manager who would not back me up!

I ended up just going straight to her when a difficult customer came in. No point in me being yelled at for no reason.

No benefit of being downright rude, I do think you get better resolutions when you are assertive though and politely advocate for yourself if you feel the service fell short.