Have you ever had a day when you just wanted to tell someone to shut the “F” up? I had one yesterday. Without going into much detail, let’s just say I had a long day at work. I was told by a visitor that I “didn’t need to be snippy” with her. And I didn’t think I was. I merely asked her for her name, so I could find her reservation. Of course, I understand “snippy” is in the ear of the beholder. Or the hearer. Or whatever.
It was just one of those days where you can’t do it right, no matter what you do or say, so the best thing would be to walk off and let someone else handle the situation, except there was no one else there to handle it. So, I just started coughing, and said “excuse me” and stepped to the back of the room for a moment to gather myself together, take a drink of water, and try to compose myself. What else could I have done?
I know sometimes when you work in a customer service type of job, that there is nothing you can do to prevent “snippy”. You can say an innocent sentence like “What is your name, please?” and the person on the other side of the counter will go off on you, because they have ridden in a vehicle with five whiney children for over a hundred miles, or they had an argument with their husband over which exit to take and the one they suggested resulted in over an hour added to their trip. And you are the next person they see. So, they either take it out on you outright, or they do it subtly by calling you “snippy”. Either way, it can make your workday hard to get through. How would you handle this?
Cheryl says
Sometimes you just have to grin and bear it – you already know it comes with the territory. The lady that just checked me out at Walmart was not having a good day. No matter how hard I tried to empathize, sympathize, or just ignorathize it, she was not going to move past it, around it, or through it. So I shrugged, said hope your day goes better for you and left. Or you could profusely apologize for being snippy, start sobbing about how your rabbit died, your husband ran off with the new truck, your cat threw up in your shoe, and your kids are suing you for the way you are spending their inheritance, and…. well, hopefully by then she will have either seen the humor in it or left to camp elsewhere!! lol And may the rest of your week be blest with smiling happy campers!!
Kenda @ TheCaffeineCoquette.com says
I completely know where you’re coming from. I worked for a year as a pharmacy tech – they hadn’t been traveling all day like your customers, but they were usually sick, in pain or both. Talk about grumpy! With the ones that just were hell bent on making ME feel like the rude person I just went into autopilot mode and tuned them out while repeating ‘proper employee phrases’. By that point they’ve already decided they are going to take it out on you – so don’t fight it; it just makes it worse 😉
Susie says
I too deal with customer service and it is not as easy as a lot of people think. I have been at both ends of the rope on this one and have learned that no matter what, having a smile on your face when they come throught the door, offer a warm greeting with small chit-chat before asking…name please? will work wonders every time. The customer will let the tension melt away and nine time out of ten will be civil to you. But most important for you, is to BREATH.
TerriAnn says
I think you did well in taking a few minutes to compose yourself. Unfortunately, more and more are under pressure causing them to be more irritable.
Stefani says
I have had those days more times than necessary…. I always try to remember to stress over things that I cannot change. Sometimes it helps. LOL.
MarcHer says
grumpy! With the ones that just were hell bent on making ME feel like the rude person I just went into autopilot mode and tuned them out