Case study no. 1:
Good lady walks up to the counter and is promptly greeted by humble service consultant. Without delay or pleasantries, customer charges into her problem of having a faulty phone that she would like to return for her money back, without a receipt, without question and could you please bend over and take it like a bitch, thank-you very much.
This is a typical day. People who are the scum of the earth, complete bottom feeders, feel like they are practically royalty when they step foot through our doors. Why is that? Let us examine this logically. When they see someone behind a counter, someone who is forced to be courteous to them because they are the customer, suddenly they experience a sense of heightened superiority. Why? Because there’s someone there who is at a lower position to them, so it seems. Let us continue the case study to examine this type of behaviour further.
“I’m sorry, but our policy is to have a technician assess the faulty phone first and then it needs to be sent away to our repairs centre because we do not simply refund handsets. Especially after the 30 day cooling off period.”
Seems like a reasonable policy for a store to have, yes? Well not to this good lady it wasn’t.
“What? No, I want a refund, I don’t want it repaired! And I don’t like your customer service skills. Where’s your manager?”
Clearly, when gripped in the height of this complex, the customer only hears what they want to hear and other key points of information are promptly ignored.
While waiting for a manager to appear, humble service consultant asks the good lady nicely if she would step to the side of the counter as other customers are waiting to be served and a manager will be over to see her shortly. “No, I don’t think I will. You were serving me!” “But you want to speak to a manager. There’s nothing more I can help you with so please let me serve the people behind you.” The good lady still refuses to step aside. “You know, I teach proper customer service so I know how it’s done and frankly this service is appalling.” No, good lady, you’re appalling. You fat cow. Enter manager and the entire story is repeated.
This scene demonstrates how these people also assume to know more about your job than you do. This is a very big mistake for customers to make because we may say the customer is always right, but in actual fact, the customer doesn’t know shit. They assume to because of this customer superiority complex they develop as soon as they walk into the shop. Of course this complex is not limited to fat cow women. It is also exhibited by business people, bogans and junkies off the street and anyone else who, when confronted with a store full of subservient sales people and service people, they must raise themselves up to a level that does not exist in reality, but does quite vividly in their own minds. This is not to say that all customers indulge in this behaviour.
After the good lady is finally satisfied and coaxed to leave the store, features noted so as to never let her back in again, another good lady approaches the counter. “My, she was a bitch! I thought you did very well, dear.” Why, thank-you, kind lady, it’s refreshing to know you’re not all like that.