'Karen thanks me and hangs up. It was so satisfying': Cashier has one-on-one conversation with demanding customer who doesn't recognize her voice

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    Cheezburger Image 10387389184
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    Karen called the store to complain I was , didn't realize she was talking to me
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    On a particularly busy shift I was running a register to help get the checkout line down. We're a small store so we have customers form one line and we call them over one by one. When the line got down to a reasonable length I finished ringing my customer, flipped my light off and turned to take a phone call that had been holding for me. This lady drops her
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    items on the counter with a huge clatter and I look up at her abruptly. After reigning in my ABF (active face) I apologize and tell her so- and- so can ring you out, this till is closed. She grabs her stuff and starts to huff back, but then drops it back on the. I look over and my main cashier had already started to ring the next person in line. Karen looks at me and says, "So you
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    expect me to wait in line again?" Acting as if it was the most unreasonable thing in the world.At this point I swallow my ire and say "Nope! I'll just ring you our right here." I don't smile or make small talk the entire transaction.
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    And then right before she leaves, she does the thing. That thing only high level Karens do. She pointedly leans in to check my name tag and looks me in the eye. I make every effort to plaster as benign and neutral a look on my face as I can as she leaves. I have no interest in showing fear to an already agitated Karen. Frankly, at this point I don't even care.
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    Now, I have a pretty distinctive voice. It's quite low pitched. However when I'm in happy retail mode, it tends to travel up a half an octave or so. A couple hours after the initial event, my day has turned around and I feel pretty good. The phone rings. The following exchange happens:
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    Me: (cheerily) "Thank you for calling Retail Retail. This is *my name*, how may I help you? Karen: "Can I talk to a manager please?" (at this point I don't recognize Karen) Me: "I'm the manager on duty, how can I help you?"
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    Karen: "Yeah, I'd like to report an incident I had in your store. One of your cashiers was extremely to me." Me: (sincerely concerned something happened) "I'm sorry to hear that! Can you tell me what happened?" Karen: *proceeds to relate story* "...and then she acted like it was a total
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    imposition to help me. I had been waiting in line for 20 mins and she just didn't care. So I ask Karen which register she was at and that's when I realize she is talking about me. I recognize I have a choice; continue to allow her assumption or correct her and deal with the fallout.
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    Me: *sounding stern and appalled while maintaining my higher pitched voice* Really? Well, that's unacceptable. Ma'am, I apologize for that and I will be speaking to her right away.
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    Karen: "It's just- *re- explains scenario and how she finds it just terrible* Me: *indignant* "Oh I understand completely. She and I will sit down and talk about that. I will make sure she understands my expectations." Karen thanks me and hangs up. It was so satisfying somehow. I can't say why.

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