Quote:
Originally Posted by Catlady
The clerk was wrong. If you are dealing with customers, your responsibility is to de-escalate the situation, not engage in a shouting match. Period. If you can't do that, you shouldn't be dealing with customers.
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I've worked in retail for about 30 years, nearly all of it at management level and above. And while what you say is generally true, it isn't universally so. And you do not know that the clerk was wrong, you assume that because the original poster made it sound that way. But when the customer is in the wrong, the customer is in the wrong, and if the customer is disruptive to the business, or worse, abusive to the customer, the manager's responsiblity - that is
legal responsiblity - is to protect his employees and business from the abusive behavior and disruption (in that order). To do otherwise is to invite lawsuits, both against the company
and the manger personally. A business is
required to maintain a non-hostile work environment.
(There's no evidence that the incident in question was of that nature, because, as I said, it's impossible to know form the brief description. But as a universal truth, you're simply wrong, and wrong in ways that can get a manger in to a
lot of trouble.)