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brisket
Examples:-
>  In Tescos today I was served by a friendly, courteaous and smiley lady, while at the next check-out the young lady did not smile once, she barely mouthed a 'thank you', as if she was embarrassed to say it.
>  In Tescos the other day a group of staff were chatting (about 5 of them), banter, laughing, happy and friendly. The same people when separated and going about their jobs became straight-faced and stodgy.
Why can they be friendly towards each other, but not towards the customers.
>   I watched a programme about EasyJet. Again the staff together were jolly and happy, joking and friendly. Then they went to deal with customers and became rather stern, aggressive rather than assertive, rude, UNsmiling and unhelpful.


Why is it that people who demonstrate that they are capable of smiling and being friendly, will only do it to each other?  Why do they reserve their unpleasant behaviour for the customers?
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DirtyprettygirlthingDirtyprettygirlthingMember
Yeah.. it can be hard to keep that smile on your face sometimes...  when I worked in the pub I did try... but there were times when I think my angry face may have emerged 

As a customer though, I expect better.   I don't mind the staff not being full of the joys of spring, I don't even mind them not smiling (better that than the false "have a nice day" grimmace of a smile)..   but I do expect them to be polite & to serve my needs!
Dirtyprettygirlthing
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CagneyCagneyMember
You could flip that argument and say why are some customers so rude to staff? I've seen it so many times in shops where people talk to the staff like crap. Chatting quite happily to their mates and at the same time being rude to staff.  Clicking their fingers to get attention, moaning at a checkout operator about the how Tesco think they rule the country, moaning at staff on the shopfloor because they wanted 2 of something but there was only one in stock etc etc. Most people work there to pay the bills.....not to be lectured and moaned at. I've seen so many snobs shopping in places like Tesco who think the staff are beneath them. I don't know about anyone else but I'm there to shop not for conversation and smiles.
Cagney
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SazBombSazBombMember
Just remembered, the last time I went to the docs - arriving 5 mins early Anyway, when I got there a woman was at reception having a right go at the receptionist because she was relaying the message from the Dr that he wouldnt see the woman because she was late for her appointment. The receptionist apologised and said she was just passing on the message but this woman wasn't having any of it Apart from being common sense to turn up on time the docs have loads of messages up about if you're 10+ minutes late then they reserve the right not to see you
SazBomb
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CagneyCagneyMember
It's the same as watching that Easyjet programme Saz. They turn up 10mins before their flight and expect to be allowed through 

I remember throwing a woman out the salon years ago because she turned up 10mins late then told ME to hurry up as she didn't have much time.  Thinking back I should have let her stay and shaved her head
Cagney
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brisketbrisketMember Memoriam
I just want common courtesy; that's all.


Months apart I had a similar situation with 2 different members of staff.
I asked if there was a particular wine in stock (the shelf was exhausted.)
The lady smiled, said "Just give me a minute" and went out the back to check.
She returned with a case of the wine in question.
Months later I asked another member of staff a similar question. I heard an audible "tut", she said something like "I don't know; I don't drink". No smiles. She went to check, though and
returned - in amazingly quick time   - empty handed!

It's just basic courtesies I expect.
brisket
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CagneyCagneyMember
I can only go on what I've seen and what my sister tells me. She works in Tesco part time and says they are under pressure the whole time. Not getting breaks for hours on end. Getting pulled from their depts to work all over the store because head office want to cut corners and put recruitment and overtime bans in place for months. She is a bit of a drama queen but it must be hard going. I know she's also had training on smiling and being nice to customers (they get tested on it by mystery shoppers) but I know I wouldn't be able to keep that up all day every day when the managers sit in offices most of the day.
Cagney
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CagneyCagneyMember
Oh don't get me wrong there are plenty who have no place working face to face with the public 

Sometimes it can be over the top though. I hate going into shops where the staff are on you before you've got both feet in the door or in supermarkets when the checkout operator feels the need to tell me her life story. I expect help if I need it but apart from that.....let me shop on my own and if I ask THEN tell me your history 

To be honest I couldn't do it. I find it hard to bite my tongue and would probably be sacked within a week
Cagney
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SazBombSazBombMember
Originally Posted by Cagney:
It's the same as watching that Easyjet programme Saz. They turn up 10mins before their flight and expect to be allowed through 

I remember throwing a woman out the salon years ago because she turned up 10mins late then told ME to hurry up as she didn't have much time.  Thinking back I should have let her stay and shaved her head
hahaha

If you're 15 mins late at my hairdressers they make you rebook I have been running late for dr/hospital appointments before and phoned up to say I'm on route and please still see me
SazBomb
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ClumsycatClumsycatMember
my local tesco express has THE most miserable staff..one woman looks like a cross between Bette Davis in `Whatever Happened to Baby Jane`..  and Kat Moon.. you join the queue and just as you get to the front 2 of them cash up & start chatting.. while the 1 guy serves the woman in front with a trolley load of stuff. Put my stuff on the counter & left.
ended up in the corner shop, well they appreciated my business at least. will be going there in future.

Dont get me wrong, I appreciate sometimes you dont wanna be everyones best friend all day but I do 12 hour shifts at a call centre & each call is treated as the 1st..... then I get that in Tesco.....
Clumsycat
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jacksonbjacksonbMember
you can have too much of a good thing, im quite relieved  at my local store when i don't get that woman with the big teeth and welded hair  handling my perishables.

every item she hanldes is a cue for  an'interesting ' ancdote, usually involving her daughter, if its a positive story or her long suffering hubby if its a negative one, it always amazes me that  when she's done twisting  and mangling  my lettuce whilst in  the raptures of her story telling that i haven't got a bag of brown mush when i get home.

and god forbid if  she gets her hands on a  pound of chipolatas  if the stoy is about her hubby....
jacksonb
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FM Former Member
QUOTE SAZBOMB:
Probably because, if you work in retail or customer services customers can often be a right royal pain in the arse You can be having a good day, get one twonk and then you're grumpy for a couple of hours I hate people

Absolutely no excuse.    Don't go into a job in 'customer service' if you can't control your moods and your arsiness, and you have no time for people, and you are capable of only being friendly to your mates who work with you.  If you 'hate people' why on earth would you work in Customer service?!

I also find Tesco staff the rudest and unfriendliest staff I know, and this is why I very rarely shop in there now; they are either menopausal miserable women who look like they're doing you a favour by serving you!  or adolescents who have all the social skills of a brick, who seem incapable of stringing a sentence together (unless they are chit chatting away to their mate on the next till about how pissed they got over the weekend...yes I have seen this happen a number of times,. people prattling on about their social life to their mate whilst 'serving' a customer.)  If I saw my staff displaying such behaviour, they would receive warnings.  upshot is: if you don't like your job: LEAVE!  There are a million people out there who would be grateful to have it. 

People in customer service are PAID to be polite/friendly/courteous, the customer is not...THEY are the one paying for a service.  Anyone in customer service who doesn't get that, should not be in the job.  Of course, there is never any excuse for customers being rude or aggressive, even if they are aggrieved and have a right to be annoyed, but I have seen/experienced many more cases of rude, sullen, ignorant staff/customer service people, than I have seen very rude customers, and I have been on both sides of the fence many times.

 Edited to say:
Just wanted to say that my first sentence on my post above from 11.39, wasn't mean to be directly aimed at sazbomb.... I was just talking about people in customer service in general.... it wasn't aimed at anyone on here... when i re read the post it looked like I was aiming the comment at saz, and it wasn't meant for her or anyone on here..
FM
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FM Former Member
I can't bear rudeness from staff either but on the flip side I also can't bear the ones that overbearingly friendly to the point of it being forced.

Brisket  think I watched that programme about Easyjet too... I couldn't believe the attitude of some of the staff

Many moons ago I used to work as a check in assistant for an airline and sometimes it was bloody hard to keep smilng and be friendly all the time but you had to - it was your job - and every passeneger deserved the same friendly treatment even if the one before had seriously pi$$sed you off - and that happened many times
FM
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FM Former Member
I think it cuts both ways Brisket tbh. There are staff who are unhelpful and lazy but equally I've seen customers be very abusive to staff.
I tend to butt in if I see someone being vile to to a shop assistant who can't retaliate as my son works in a shop and I would go mad if I heard someone talking to him in that way.
That being said I had a very unpleasant experience in a Holland and Barrett store about 4 years ago and I have never been to any of their stores since. It wasn't the first time either that I had been treated badly in one of their stores. The worst customer service of any of the major high street stores imo
FM
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kattymieowwkattymieowwMember 10 years
Staff work (indoctrinated) to training programmes.One of my nieces works as a stewardess for Ryanair.They are told to sell.sell.sell.nothing is gratis.She actually got a boob job two weeks ago,nowt to do with her job,just the fact that she was flat as a pancake.5 ft 5in weighing in at 7 stone four.She eats like a horse just her metabolism.....
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PrometheusPrometheusMember
Originally Posted by Cupcake:
I also find Tesco staff the rudest and unfriendliest staff I know, and this is why I very rarely shop in there now; they are either menopausal miserable women who look like they're doing you a favour by serving you!  or adolescents who have all the social skills of a brick, who seem incapable of stringing a sentence together (unless they are chit chatting away to their mate on the next till about how pissed they got over the weekend...yes I have seen this happen a number of times,. people prattling on about their social life to their mate whilst 'serving' a customer.) .

It depends which Tescos you're talking about doesn't it? The one in Richmond is fine. Nobody is rude or unfriendly. They don't chat to each other when they should be working either. In fact there's one guy there whose checkout I usually go to as he's a QPR fan and he always chats to me about football. I enjoy feeling superior to him while paying for my goods (I'm a Chelsea fan).

No problems at all with Tesco here. Maybe it's you that's the problem? Perhaps if you were nice to people they would pay you the same respect? Just a thought.
Prometheus
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Soozy WooSoozy WooMember
Originally Posted by Veggieburger:
I think it cuts both ways Brisket tbh. There are staff who are unhelpful and lazy but equally I've seen customers be very abusive to staff.

Very true ...............I hate having a miserable checkout person but usually try to strike up a convo - if it works that's good - if not WTF? In my experience there are miserable checkout operators and in turn miserable customers.

Have to say though when I go down South to visit family I'm struck by the dour (rude) checkout staff ...........maybe they have a lot to put up with, In my local Supermarket (up North) the staff are generally very friendly ...............I accept that they are far less busy and probably deal with the same customers week in week out!

TBH .......it's just one of the reaSONS IT'S preferable for me to be living up North - I like my Supermarket experience to be pleasant.
Soozy Woo
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FM Former Member
Originally Posted by Prometheus:
Originally Posted by Cupcake:
I also find Tesco staff the rudest and unfriendliest staff I know, and this is why I very rarely shop in there now; they are either menopausal miserable women who look like they're doing you a favour by serving you!  or adolescents who have all the social skills of a brick, who seem incapable of stringing a sentence together (unless they are chit chatting away to their mate on the next till about how pissed they got over the weekend...yes I have seen this happen a number of times,. people prattling on about their social life to their mate whilst 'serving' a customer.) .

It depends which Tescos you're talking about doesn't it? The one in Richmond is fine. Nobody is rude or unfriendly. They don't chat to each other when they should be working either. In fact there's one guy there whose checkout I usually go to as he's a QPR fan and he always chats to me about football. I enjoy feeling superior to him while paying for my goods (I'm a Chelsea fan).

No problems at all with Tesco here. Maybe it's you that's the problem? Perhaps if you were nice to people they would pay you the same respect? Just a thought.
Yeah, ours isn't a superstore but big enough and the staff in there are ok 
FM
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RexiRexiMember 10 years
Originally Posted by Soozy Woo:
TBH .......it's just one of the reaSONS IT'S preferable for me to be living up North - I like my Supermarket experience to be pleasant.
awwww sooz - we do have nice check out people down here, honest

I think people are so frightened for their jobs that they are treading the company line ... I rarely get less than good customer service anywhere ... BT excluded of course
Rexi
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FM Former Member
I've honestly never experienced anyone on a supermarket checkout in my nearest town be anything other than friendly and courteous, so that's :Tesco; M+S; Sainsburys; Morrisons.
What does slightly irritate me sometimes are the shelf stackers who seem to think they have 'right of way' with their cages over the trolley pushing customers. But,  I imagine that they have to do a certain amount of stacking in a certain amount of time, for the minimum wage so I keep my irritation to myself!
FM
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