Sick of customers moaning to shop staff about things beyond our control

And who do we pass the feedback on to? I’ve been shouted out countless times by the store manager to stop annoying him when passing on feedback.

I spoke to the HO 6th form regarding the teaching. We were having a conversation so I didn't need to do anything under my breath.

It's an entirely different situation to having to stand at a self check out waiting for a member of staff to come and do a basket check.

Maybe not get a client facing job if can't have clients?

Bet you manage not to roll your eyes, sigh and mutter something under your breath at the headteacher of your sons school.

You're choosing to take out your frustration on someone just because you know they can't do anything back.

Also, it's outrageous the way some people think it's ok for them to speak rudely, aggressively or insultingly to people in customer facing roles, whereas if the staff member spoke to them in the same way or anything even close to it, they'd be straight in with a complaint. It's a really nasty form of bullying to have a go at someone who you know isn't properly allowed to stand up for themselves.

I have actually. Maybe it’s because I have some basic common sense and understanding of the value of customer service that I’ve been able to work my way up to something better.

At no point have I said I have ever kicked off.
At the point I've been frustrated with my shopping experience I sometime roll my eyes, sigh and mutter something under my breath. I then carry on.
I did admit that my frustration may have bubbled out towards the member of staff there on occasion. No kicking off. I don't feel great about it and I know it's not their fault.

Car park apps frustrate me.
The cost of pick and mix in the cinema frustrates me.
That the council are thinking of cutting the single bus service in my village frustrates me.
That there was no cover teacher for my son's A level class frustrated me.

Some of these thing I act upon, some I don't. If I write to customer services or whoever it's either about a very specific issue or in fact to praise someone.

But nothing will change if you complain to the staff in store either so why do people kick off at us if they can’t be bothered to complain to the people that actually have the power to make the changes needed?

I don't work in retail but in hospitality
and you get loads of people shouting and having a go and then they say "I know it's not your fault."
And then carry on shouting at you 🙄

People falling over themselves to justify abuse.

If you're fed up of the service in a store, leave, take your money, spend it elsewhere. Don't abuse people. It's basic stuff.

As someone who worked in retail several decades ago - when customer service was a thing - I can see both sides.

Yes, customer rudeness appears to have gone up, which is unfortunate. But I suspect this is a knock-on effect of the the retail experience and, generally speaking, decent customer service going down... rapidly.

Customers are sick of:
-Being physically in store and told to order the item online. I'm in store because I want to buy the item in store.
-Being told they can only pay with card/must pay via an app. Cash is legal tender.
-Feeling like an inconvenience when they dare to ask for help. God forbid they interrupt a conversation between two salespeople about a night out.
-Asking for help with the location of an item and being told it's sold out... only to then find the item themselves after searching the entire store.
-Being told something is just a display item and 'not for sale'... only to take said item to a till and have it ring up no problem.

Re the OP... If I can buy a (very expensive) rose on February 14th, then I sure as hell should be able to buy a pumpkin on October 31st and an advent calendar on December 1st.

Needless to say, I'm pretty sure this is more of a problem in the UK than the US. Why? Because sales staff/service industry workers work on commission. Not that they should have to at all but it certainly makes a difference to the customer experience.

Yes and council housing reception

And sometimes the only person you can pass the feedback onto is a team leader. Policies and procedures are made by some suit in head office who has never worked in a shop and doesn’t know how things work in the real world and doesn’t want to be told by some lowly shop floor girl he is wrong.

How many of the posters who think it's ok for customers to express "frustration" think it would also be ok for staff to do likewise? If supermarket staff have to politely deal with people being jerks all day, I'm sure you can stick a smile on for the couple of minutes or less that you're interacting with them.

Also, saying "I know this isn't your fault" before you launch into a diatribe doesn't make it any less unpleasant/upsetting/intimidating (depending on the circumstances) for the poor person on the receiving end of it.

I will always support staff who refuse to engage with customers who think they can use anger to get what they want.

I always tell the customer I will pass it on and apologise etc, that is very basic customer service. The reality is that even when I do, absolutely nothing happens. It's been the same I all of the shops I've worked in, even the fancy independent one.

Having said that, if you could all complain en masse directly to head office about the lack of staff, that might actually help us out 😂 if they cut our staffing hours any more I genuinely might quit.

We were saying the exact same thing over a family lunch today - everyone should be made to do a six month stint in retail or hospitality (a shop, hotel, restaurant or a pub) to understand how truly awfully some members of the general public can behave.

They don't give a wotsit about the customers' views either. It's shocking when you think how many thousands we spend in a supermarket each year.

But staff should pass on the feedback regardless.

Exactly this - customers shouldn't be rude but staff should pass on the feedback and the ivory tower dwellers at HQ who seemingly never have to do any shopping themselves should listen and act on it.

Also front line staff should be trained much better on things like consumer law as they often have no clue.

DWP by any chance?

Receiving feedback - fine.
Receiving abuse - not fine.

Receiving feedback is part of the job. I say this having worked in retail for years. It’s hard work but it’s important to listen to customers and to pass on feedback to line managers. I find that many people working in retail are really badly suited to it. It’s a customer facing role and being able to work with all kinds of customers is a skill. It’s not for everyone but it’s a valuable role. I really notice the lack of customer service when I go shopping these days and I am inwardly critical of it because I have worked in those roles.

Hahaha,management don't give a flying fuck about the opinions of shop floor staff.
Tell me you've never worked retail without telling me.

My neighbour works on the ticket side at an arena. Has some great stories of customers and tickets. Basically I bought these cheap tickets but I want/need/must sit in the best seats or the accessible seats because I want to. Do you know how much I paid for the drink/pizza? He doesn't set prices and he isn't going to reseat you because you believe you should be VIP/access all areas.