To think that customers are behaving in an increasingly unreasonable, rude and aggressive manner?

[TheyBrokeMeToday]

Customer service. Love my wee job. The customers broke me today. So much rudeness, aggressiveness and just general unreasonableness. It seems to be becoming a very regular thing lately. Anyone else? Broken.

We nearly walked out of a restaurant at the weekend because the service was so poor and we r generally reasonable people. Only stayed because it was DD's birthday. I think the grievances are in both directions unfortunately.

I agree with the posters who are saying everything and everyone is stretched to breaking point at the moment.

The other day I had to stand in front of a bus to force it to stop and let me on - bus driver angrily told me she wasn't going to stop for me as I had a pushchair so she knew I wouldn't fit so I was delaying everyone pointlessly. I told her I could fold it and hold the baby (which I did, shoving the pushchair in the luggage thing), but I HAD to get on that bus as I'd been waiting close to 2 hours for a bus that is supposed to run every 15 minutes. She started defensively pointing out other buses not running was due to illness/company recruitment problems and not her fault at all - of course, but the other buses not showing was why I'd had to practically force my way on to that one as my last chance or I wouldn't have made it to collect my 5 year old.

Similarly on a phone call to the GP reception staff a few weeks ago when told the relevant staff member was at lunch and to try calling back in half an hour I argued back with them, because it had taken three days of calling for 2-3 hours at a time before I'd managed to get through to speak to someone at all, so now I had got through I wasn't giving up without a fight!

I am not normally an aggressive bus stopping/arguing back on the phone person, but it feels like I have to be at the moment to fulfill my basic responsibility as a parent.

Obviously people shouldn't be shouting/swearing/insulting, but if everyone feels badly treated then tempers are going to fray. It's horrible for everyone.

I've worked in retail in the 90's. Back then I loved it, it was a social job with mostly nice customers. When I went back just before covid I lasted a month. It was horrific and I walked out, vowing never to return to it.

It's not just the UK though. I've been fortunate enough to go to Disneyland in California fairly regularly since I was a child. It's always been a place where the staff are animated, fun and can't do enough to help. I went back in December and what a difference. From what I gather there has been a lawsuit over there demanding wage increases which staff have lost, and it shows. The happy, engaging staff that I've always known were surly, miserable and generally unhelpful.

By contrast, I was in Disneyland Paris last month, where the staff were as lovely as ever and really having fun with their jobs.

I guess the point I'm trying to make is, retail isn't all sunshine and rainbows and deserves a fair wage. If you want your staff to act like they're in the happiest place on earth you need to pay them accordingly. No amount of wage makes suffering abuse right, but shit pay in a shit job isn't going to promote staff wellbeing be that in Disneyland or the Co-Op.

I normally work from home. But the last two times I've gone into the office and bought a sandwich at lunchtime, I've witnessed arguments between the customers and the servers.

In one case, the server couldn't hear what the customer was saying because she was wearing a mask. The server got the wrong drink. The customer said it was wrong, the server said 'well I couldn't hear you', the customer said 'well you should have said if you couldn't hear me, not guessed' and the server said 'no it's your responsibility to make sure you speak up and make your order clear', it ended up with them both shouting at each other and the server swearing about it after the customer had gone.

The second time there were multiple queues and the customer got annoyed that each queue gets served separately rather than calling the customer forward who has been waiting the longest type thing and again even though the customer had literally only been waiting a minute, if that (all the queues were fast moving) it really escalated with the customer shouting that their service was poor and and server shouting that was just the way it works and they're not going to change it for one customer.

I see stuff like this all the time. There is no need for shouting, it's not important, they are only very minor inconveniences but people go mad and also the servers didnt really help the situation by arguing back, when a bland 'I'm sorry you feel like that, here's what you ordered, have a nice day' would have defused the situation, even though they weren't technically wrong with what they were saying when arguing back.

So (based on my couple of examples!) I'm seeing everyone get more short tempered and rude.

I also got a bus recently, I dont normally get the bus. The driver had a mask on and a strong accent and was mumbling and I really couldnt hear what he was saying and he started shouting at me. I ended up being charged twice (contactless payment). A lady came up to me afterwards and said he shouldn't have spoken to me like that, I was just trying to pay and the only things I'd said were 'how do I pay by card' and 'pardon, sorry I cant hear you'. It would have taken a few seconds to explain to me, and there isnt anything on the bus website to explain how to pay and no signs on the bus so it's not like there is any other option other than to ask the driver. But he seemed really angry

I've noticed customer service becoming almost impenetrable, and it's definitely automation that's doing it. Human problems sometimes need a human to understand and fix them.

I spent three days trying to sort out a problem with a delivery company (I was sending a parcel as a gift, and it kept being marked undelivered). It took so long to actually get in touch with anyone - no phone number, just online webchat or WhatsApp.

On WhatsApp they said I was in a queue and someone would be with me shortly. They then responded over 24 hours later. I was in the shower and saw the message three minutes later, by which point they'd already said "it looks like you're not responding, so we'll close this chat." When telling the story I had to show my husband/family screenshots of the timings because nobody could believe that's actually what they did.

When I finally did get to chat with someone, they couldn't explain why it hadn't been delivered. I asked for the phone number of the actual delivery driver to ask, but no apparently I'm not allowed to talk to him. They kept repeating that I must have got the address wrong, but I had a copy of the order form I sent to the seller and it wasn't wrong at all. I asked to see the delivery driver's instructions so I could check it matched, and they said no they've already checked it and it's the same as the order.

Basically a very long time later they deigned to check and it turns out they'd missed off the entire first line of the address when copying from the order form, which contained the flat number. So they'd been arriving at the building but had no idea where to direct the parcel. Got it sorted, but no apology whatsoever (for the stupidly long delay, or for not listening to me, or for repeatedly talking over me and accusing me of being wrong).

Sorry it's long but suffice to say, I definitely felt like yelling at someone at that point!

I absolutely agree with this.

Restaurants and bars are particularly horrific, the staff seem to be annoyed all the time, everything is a hassle, no friendly chat, no smiling.

We eat out frequently and i can tell you that for every 10 restaurants/bars we go to maybe 1 gives you a nice friendly service.

I’m frequently surprised by the rudeness of CS staff. So often shop assistants act like they’re doing you a favour. Or it’s an annoying for them if a customer interrupts their chat. I used to work in a shop and the manager loved reminding us that the customers paid our wages.

I'll start by saying, yes, some customers are rude, arrogant, ignorant, etc.

BUT, customer service has gone to the dogs in the last few years, even before covid it was bad and getting worse.

Not just call centre staff shortages either. In some shops, some staff have treated customers as an inconvenience going back several years - virtually ignoring you, having conversations with other staff, talking on the phone, no hello/goodbye, just grunting the amount you owe, and almost inevitably making mistakes because they're not concentrating (i.e. wrong change, putting items through the till twice etc).

Then we have the Argos/Currys effect where staff don't understand customer right regulations and tell you to contact the supplier when a product is faulty or doesn't work instead of refunding/replacing as required by the law! Or where they refuse to refund something you've bought online when the online T&Cs clearly state items bought online can be returned in store.

As for restaurant staff, I don't care how busy they think they are (often they have time for chats but no time to serve customers), the whole point of eating out is the "experience" and rude/ignorant staff, cold food, wrong orders, etc is simply not acceptable in any way, shape or form. The "best" experience I've had recently was ironically in a very busy Morrisons in-store cafe where the bacon rolls they served were literally all fat and no meat, and the assistant couldn't have been more helpful - agreed straight away to replace, brought out replacements within a few minutes that were much better - all despite clearly being run off her feet at a busy lunchtime!

I'm not even going to elaborate about HMRC - I have to deal with them daily in my job and, again, nothing to do with being busy, most are simply incompetent who havn't a clue what they're doing!

Rather than getting abusive/angry with the shops, restaurants, etc., I simply try to avoid them now, so they lose out in the end, meaning closures, redundancies etc. I buy a lot less than I used to, I eat out a lot less too. It's all just too much hassle. I'd just rather avoid the stress of suffering crap customer service.

I worked in retail, hospitality and customer service for years and many people were always rude, entitled and obnoxious.

I don't know what it is that flicks the switch from being fine to behaving like that. Perhaps they wanted a bit of control in their lives and using front facing employees was a way to get it.

I worked in customer service for years so I know all about rude customers, but recently standards have fallen so low. Can't actually remember the last time I have good service anywhere. Everywhere seems to be "short staffed"
All the time. I have had retail workers snap at me for asking a simple question, a pharmacist shrugged his shoulders at me when I asked a question about which over the counter medication was better for a six year old! Spent an hour on the phone trying to check something simple with me bank!! I can see why people are getting rude and aggressive

Trouble is that lots of "customers" are up against rude and incompetent staff far too often, so that the "default" position starts to be adversarial simply due to expectations after previous bad experiences. Obviously that's not an excuse, but it is a reason.

I took a pan set back to Argos after a handle sheered off. The assistant simply refused to refund the set - point blank, no reason, just that the whole set wasn't faulty, so she wasn't going to refund it. I took it to another store in a different town who refunded the whole set without any problem. That's the kind of problem that customers face and what causes the animosity. Basically, stroppy uninformed CS staff are too common, and who seem to think that giving a refund is some kind of personal insult to them!

Basically, stroppy uninformed CS staff are too common, and who seem to think that giving a refund is some kind of personal insult to them

Yes, or refuse to ask a manager for help if they don't know something. Someone mentioned above that they aren't allowed to transfer to a manager at a call centre - well perhaps not, but you must be able to ask them a question!

@Daisymay2 I had a similar experience in Tesco, I had a reduced item that would not go through at the lower price on self-serve, the assistant tried several times and had to log in with her pass card. It took her a few minutes to sort. She kept saying sorry for the delay, I said no worries, it's not your fault, it's fine. She looked at me and said thank you for not getting cross, I was quite taken aback. What must she put up with to actually thank someone for not getting angry.

@Maverickess - when I make a mistake and want someone to help me fix it if possible, I start out by saying it is my fault, my stupid mistake, and asking if there is anything that they can do to help me sort it out. And generally speaking, I get the help I need because I've been nice, and got the other person onside.

It baffles me that people don't understand that we are all just human, all deserve respect, and that you get a better, more pleasant encounter if you are polite and pleasant.

On the rare occasion when I do lose my cool, I apologise at once. Unless someone is ringing up to scam me, in which case I am calm but tell them that I think what they are doing is despicable. No apology for that.

I'm sure there are unjustified complaints about schools, but if you go on the group Not Fine In School on Facebook you will see parents really struggling to get schools and local authorities to meet the needs of their child and many don't complain when it would be fully justified. It's generally the system rather than the schools' fault but there is a huge amount of unmet needs there, and schools failing huge numbers of children.

They might be having to work on their own and doing the job of three people. It is very stressful.

Thats not my problem, it isnt the nhs. Its a private company that make profits, from customers.

Im not talking about the food being slow, or it being a busy night.

Im talking about not treating me like a piece of shit, that would be nice.

DH once picked up a pair of shorts to try on. When he looked more closely, they weren’t actually from the shop they were just some random blokes shirts covered in shit! The person had obviously shit themselves, helped themselves to a clean pair from the rail and changed into them in the changing room. Both we and the staff were not impressed 🤮

Not an excuse. I did the typical waitress/bar jobs as a student and have been in that situation but you slap a smile on your face and apologise for the wait but you're the only person serving and have a laugh about it with the customers. People are very forgiving if you're friendly and honest with them!

Sorry come to say opposite I've been met with extremely rude customer service staff who've actually been rude and snappy with me when I haven't said anything nasty not raised my voice etc just been calm and polite I guess sadly not everyone working in customer facing roles are angelic either.

I've worked in many of customer service jobs so I get that you can end up having rather a lot of rude customers but at moment I think this has turned around to more appalling customer service being given to customers these days.

I can completely understand why so many people are so frustrated with everything these days, nothing works in this country any more, every little task has become a major chore or a complete waste of time!

I've had no heating in my house for over a month and no hot water for 2 weeks, our Housing Association was quick to send someone round to find out what the problem was but we still have no idea when/if they are ever going to actually fix it! All we keep hearing is a snappy "we're waiting on a part"!

My GP Surgery has stopped bothering with its usual reminders for things like smear tests/annual blood sugar test/kidney function test that I need to have and trying to speak to them on the phone to book anything is worse than trying to get blood out of a stone.

Shops always missing loads of items these days and the cost of everything is through the roof for for what little you can get and on the one occasion I've needed to ask a staff member for assistance with something was an absolute farce. They walked off and did no come back for 15 minutes, I then had to ask another staff member for help and they had to go and find someone else and then the someone else had to go and find someone else!

I've not snapped and been rude or aggressive to anyone yet, I'm known for having the patience of a saint (being a pushover!) but I'm probably not far off! I can easily say why others are.

@TheyBrokeMeToday not sure if you mentioned your industry but customer service lacks empathy these days. Even one of your posts sounds a bit entitled. Even if you join customer service because you like helping, a customer is not seeking help, they are paying for the service.

A lot of times, a customer is frustrated after repeating their problem over and over to different employees, other times the staff member is so busy telling them in detail about a process which a frustrated customer has no interest and only cares about resolution to their problem, and they cut you off to speak about what in their eyes is more important - their problem.
Also, for a customer you represent the company who sold them a faulty product or service, why would you compare them to a relative whom you help without costing them any money?

If I am taking the time to explain to a customer WHY something can't work the way they want it to it's for their own benefit. If they snap at me and say they just want it resolved what they really mean is they want me to solve it their way which I can't do. If they cut me off and refuse to listen it's actually them prolonging the process, not me. If anyone thinks that is entitled behaviour on the part of the customer service assistant then they are very much mistaken, and should perhaps take over the job themselves and see.

I don't think there is ever an excuse for being rude or aggreesive, but I am afraid I don't think it's a one way thing. I have found that customer service has become a thing of the past and we are expected to accept any old crap service and be grateful they can be bothered to do anything at all for their customers. These days you can spend hours getting through to someone (it's Covid / sickness / the wrong time of day/ whatever other excuse they can think up) to get not a single sensible answer or any "service" at all. I have literally ten minutes ago terminated my dealings with a company I have been with for many years because of the way their customer services have acted. And it is not unusual to have little or no customer service these days.

There is no excuse for rudeness. But equally, we are customers, your jobs exist because we exist, and the amount of shoddy services that are being foisted on us combined with "there is nothing I can do" customer services is frustrating and can make people anxious and upset. The very fact that you describe customers as "entitled" is telling. Yes, we are "entitled" - we are the people keeping your company in a position to employ people, and we are entitled to a level of service that no longer seems to be deemed possible. I won't be rude though - but you also won't get my money.

You’re completely missing the point. If I’ve got an issue I want it resolved to my satisfaction. I don’t care how you do it or why you apparently can’t do it in a particular way, I certainly don’t want you to waste my time and try my patience with a lengthy explanation which is of no interest to me. Just sort my bloody problem out with the minimum of fuss and argument.