AIBU to complain about staff at my local Costa?

[Breathedeeper]

There is a woman who works at my local Costa who is surly and abrasive in her manner. I’ve been in a few times and she’s always the same - can’t be bothered, non-communicative and surly. While normally I tend to go to independent coffee shops, I sometimes go to this Costa because of where it’s located. Today I went in and this lady was just so blunt that I remembered her name because I’m considering giving some feedback about her via email to Costa. AIBU? I would have asked to speak to her manager but I think she is the manager, which makes her disregard for good customer service even worse! I’m aware this is definitely a First World problem, but what’s to be done? I don’t think Costa would be happy with how this woman conducts herself, and if no one ever says anything then she’ll just continue on as she is. Maybe she’s just being rude to me, I don’t know…no one else there at that time seemed too bothered about her, but perhaps we were all thinking the same thing but nobody wanted to say anything. I think she could tell she’d pissed me off because by the time she came to give me my drink she was suddenly trying to be polite. So she can do it, but chooses not to unless she thinks someone is going to complain. Thoughts?

No, it’s not ‘stooping to her level’, it’s being much nastier.
She hasn’t insulted op, just not been sufficiently cheery as op considers she should be.

Did you get your drink? If yes, then let it go.

Maybe she doesnt have the energy to put a happy face on and chit chat for your benefit. Why make her life worse.

I had to return some clothing to Asda once & was served by a miserable rude woman. Wanted to give her the benefit of the doubt (that she was just having a bad day) but she was exactly the same every time I went in after that . Really brought me down actually. Then complete contrast at the checkouts where there was a lovely friendly chap & I left the store smiling. I agree with pps that if you work directly with the public, it’s part of your job to be pleasant & polite. I love my job on the tills & get a boost from lots of compliments on my service. You have to gauge the situation & I’ve learnt to quickly pick up on whether a customer is open to chat or not. I rarely get rudeness but if someone is, I tend to be extra nice in an attempt to take the wind out of their sails!
I agree with Avatartar

I agree with RabbitsRock - I once worked in a coffee shop for a few years. There was a lot going on in my life but it's part of your job to be pleasant and polite - it's hospitality.

What did she actually do?

Was she non-communicative because she just grunted at you and didn't speak? Or did she just not ask if you were having a nice day?

Did she actively look pissed off or was she just not smiling?

Did you throw your drink at you without looking or just place it on the side for you to take and then carry on?

I have lots of feedback from customers saying I'm friendly, helpful, polite etc. The one negative complaint called me rude and belittling. The reason? I'd told her something she didn't want to hear but was the truth, I didn't say it particularly rudely or bluntly just pointed out a fact.

In the costa in my local shopping centre I had a young woman unsmilingly bang my black forest frappe on the counter. I just assumed she was sick of lame customers

Isn't making the coffee the customer service she's paid for. I'm really not sure being blunt is a sacking offence.

Surely being pleasant to customers comes under the description of "customer service"?

Also are you always this rude.
Encountered a very rude lady at our local leisure centre the other week
I told her she denied it of course but at least she knew.
Don't people in the public eye want to be known for being happy and friendly it's so much better to.be thought of in a nice way.

I usually vote with my feet if I feel I've had poor service, whether it's lack of courtesy or sloppiness. A lot of UK catering businesses are run with too few staff meaning you wait ages, tables aren't cleared and cleaned and it's an expensive and somewhat soul destroying appearance. We're supposed to suck up surliness and unclean surroundings because they're on low wages. It's poor culture and it comes from the top.

Don't work there then work behind the scenes where you don't deal with people. Easy.

calm down, OP.

What do you want the outcome to be? that when you go in next time she is fake jolly to you? would that make you feel better?
Do you want her warned? fired? that is utterly shit, wobble your head a bit.

If you don't like the service, don't go there. If it is convenient and you CBA to stretch a bit to make the effort to go elsewhere, put up and shut up.

There are billions of reasons that she might be abrupt. Do you really, in this economy, want to cause someone problems with their employer?

Many mumsnetters are put up and shut up. I bet they treat the staff impolitely as well. Good manners gone out of the window. The other aspect that comes up is low wage being a reason for impoliteness. If people disagree with the low wage they can tip into the tip jar to the amount they think equals correct pay for the tasks.

Are you me?!

I was literally having the same thoughts yesterday!!

I thought it was just a one off at the beginning however now it’s practically the same attitude at every visit.

almost like I’m being rude and putting them out by asking for a coffee.

I'm sorry that happened, it is never acceptable. A complaint in that case is really warranted, and I'm sorry Costa are shitty enough not to have taken action.

That is COMPLETELY different to OP not getting a fake smile with her cappuccino

A person in my local Post Office/Co-Op is like this.

Scans the shopping then just looks at you, never says a word unless you ask a question. Comes across and so rude.

I always think I’m going to complain. But she does her job, does it well other than customer engagement - The PO section is very, very busy and she works through the Que calmly etc so I just think, let her be.

She also found something that belonged to me and kept it for me until I went in the next time, which I am grateful for. So does actually care about her customers more than she vocalises which is fine.

I think if you're going to be customer facing (as I used to be), you have to put on a show. Act happy to see them. Customers pay your wages and there are dozens of coffee shops they could choose but they've turned up in yours - the least you can do is make them feel you appreciate their custom.
I've noticed it in Waitrose v. the budget supermarket up the road. In Waitrose they act happy to see you and exchange a bit of chat on the tills. In the budget place they totally ignore you and carry on talking to the person on the next till about their boyfriend troubles, etc. Sometimes they don't even bother telling you the total - just wait for you to pay and go away. Lack of training? . Maybe. Bored and underpaid? Yes. But I've done boring jobs and you have to try to get meaning from them. Surely giving someone a good customer experience is going to help bring meaning?

Can’t believe so many people think it’s acceptable to be miserable and surly to customers all day just because costa pays a lower wage than other jobs, that’s setting the bar really low, I worked on the frontline of the nhs for 15 years at band 3 pay which is shite and no matter what was going on in my personal life I had to be polite, helpful and courteous to patients everyday, all day otherwise I was spoken to as we’re all the staff. If a member of staff is continually rude sullen miserable and does the bare minimum day after day then yes I would complain.

it isn't ok to be "miserable and surly to customers all day"

But what does OP want here? Because the woman is unlikely to fall weeping into her arms in gratitude for her custom - especially if she complains about her. She is more likely to be given fewer shifts, or fired, or have a disciplinary. How is ANY of that going to make her smile?

OP has not outlined any concrete behaviours here. Surly? how?

Why were you so unpleasant ?

Ask her what her fucking problem is and offer to take her outside.

Guaranteed to get good service after that.

I don't know how she can be both "blunt" and "non- communicative". "Blunt" would suggest very direct communication!
Unlike OP, who still has been unable to say what she actually said.

I wouldn’t complain or make a comment BUT I think it can really spoil the moment if people are surly. I also loathe the false American chirpiness, but I think people can be pleasant or just have a nice expression. It makes such a difference

A year I burned my mouth on some hot food ( takeaway/sitting outside on a bench) in Covent Garden and dashed into costa (I think… a chain anyway) to buy a bottle of water. The queue was insanely long with people ordering complicated coffees and toasted sandwiches, but I asked the manager with a smile if he’d just take some cash and keep the change and he immediately filled a takeaway cup of tap water, put loads of ice in it and I could drink it then and there. It made SUCH a difference! He was rushed off his feet, but was genuinely nice… no false smile but a lovely person.

I still think of it as a wonderful example of genuine customer service

Ugh, stick to your independents then. if you avoid the big chains with poor working practices, you won't have to deal with staff who may not be feeling perky and have a permanent smile.

Not that I'd waste my time worrying about this, unless she flung the coffee at you I can't see what the problem is.

I agree it depends whether she's actually rude or just not plastering on a smile and being fake to you. I do agree customer service should include being pleasant but I wouldn't consider complaining unless they were actually rude or making you uncomfortable.

I have ASD and don't do smiley facial expressions like other people.