Etiquette Hell

General Etiquette => Life...in general => Topic started by: Knitterly on November 22, 2012, 12:54:46 PM

Title: How was I supposed to know??
Post by: Knitterly on November 22, 2012, 12:54:46 PM
I just had the most awful experience at a local coffee-chain place.  So bad that I am honestly thinking of contacting head office about the horrible rudeness.  But I do not know if that would be overkill.

This particular chain is very widespread and well known.  They keep the donuts, tea biscuits, croissants, and muffins on a display shelf so you can see what you're ordering.  I go to this chain so often that I keep a cash card loaded and in my wallet so that I am never without change when I want a coffee.  I have never been to this particular location before, though.  The lineup was very long, so I stood and waited (usually expected, especially as we were in the food court of a mall).  I got up to the front and ordered my coffee.  I wanted a particular type of sandwich with it, so I asked if they had them at this location as I did not see it on the menu.  They did not.  So I was going to order a muffin and then changed my mind and asked for the cheese biscuit instead.

The girl at the cash looked at me funny and said "I'm sorry, the what?!" 
"The cheese biscuit.  Top row behind you, second from the right.  Next to the regular tea biscuits." 
"The cheese croissant?" (note, they did not have cheese croissants on the display shelf).
"No, no.  The cheese biscuit.  Right there on the top shelf."
At this point, the woman working next to the cashier (getting donuts, etc for both cashiers) stepped forward and looked at me like I was some sort of bug.  A very stupid bug.
"Those are cheese and ham biscuits!"  I was absolutely taken aback at her tone.  It was so sharp and so loud and so rude that it almost brought tears to my eyes.  Now... I'm not some pathetic creature who can be taken down to tears by just anyone, but her tone was just so.... amazingly rude.  I should also note that she was a generation or two older than me, so it really felt like being chastised by a parent or a teacher for being incredibly stupid.
"I'm...sorry?  The sign just says 'cheese'.  Anyway, that's what I would like."
"The sign broke! They are cheese and ham!"

At this point, I probably should have just walked away, but I really wanted my coffee, and losing one customer would not make any impact on their sales at all.  The lineup behind me was about 15 people long.  It's a really, really popular coffee chain.

I just looked at her and asked her how she expected people to magically know they were cheese and ham biscuits if the sign just says cheese.  I was really fighting to keep my voice from cracking...it did anyway.  Cold medications make me weepy.  That's my excuse for almost crying all over her.  She got super condescending and raised her voice to this sickly sweet tone "Aww, I'm sorry lovey," (yes, she called me lovey... i wanted to throttle her... but I wanted my coffee more) "I just thought you should know they have ham in them too, in case that would change your mind."
It didn't.  I wanted a biscuit.

The thing is, I know that this particular chain prides themselves on excellent customer service.

It was all of $3 and 15 minutes out of my day.  But I am still torn on whether I should send them an email to complain about this particular person.  There's not much they can do about it now.  It's easy for me to avoid that particular location as I rarely go to that particular mall. 
Title: Re: How was I supposed to know??
Post by: bloo on November 22, 2012, 01:04:30 PM
I would write a letter to corporate with all the details listed here. Did you get her first name? Put down the date and time so they can pinpoint who it was. Include that you will be expecting follow-up as of course you know that this is a company that prides itself on customer service.

I would have had a word with the manager on duty if I had time after enjoying my coffee and biscuit (were you getting your stuff to go?).

That sounds like a lousy experience and it's a shame, because it's much quicker to be nice and helpful than condescending and rude.

Did this happen today? Maybe they were annoyed at working on T-day if it was. Not an excuse, just an explanation.

So sorry about this. I definitely believe in complaining using the appropriate avenues for substandard products or service.
Title: Re: How was I supposed to know??
Post by: sparksals on November 22, 2012, 01:08:29 PM
At first I thought you were talking about Second Cup, but I presume it was Tim's. I would definitely write a letter to corporate.  Even though they are franchised, Tim's would want to know about how horribly you were treated.
Title: Re: How was I supposed to know??
Post by: sparksals on November 22, 2012, 01:10:37 PM
I would write a letter to corporate with all the details listed here. Did you get her first name? Put down the date and time so they can pinpoint who it was. Include that you will be expecting follow-up as of course you know that this is a company that prides itself on customer service.

I would have had a word with the manager on duty if I had time after enjoying my coffee and biscuit (were you getting your stuff to go?).

That sounds like a lousy experience and it's a shame, because it's much quicker to be nice and helpful than condescending and rude.

Did this happen today? Maybe they were annoyed at working on T-day if it was. Not an excuse, just an explanation.

So sorry about this. I definitely believe in complaining using the appropriate avenues for substandard products or service.

TG is not an issue here.  The OP is in Canada.   Even if it was, there is no excuse for the treatment.
Title: Re: How was I supposed to know??
Post by: SiotehCat on November 22, 2012, 01:12:08 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.
Title: Re: How was I supposed to know??
Post by: Deetee on November 22, 2012, 01:14:55 PM
You could complain. It would be tricky because all you can complain about is the woman's tone and manner. Everything she said was perfectly reasonable.

I'm not trying to discount tone at all. Much of human interaction is based on tone and body language and the same sentence said in a different tone can make or break a mood. Consider "Did you make this? Wow!" directed toward a piece of baking. Enthusiasticly spoken while wolfing down the cake and reaching for a second piece with beaming smiles is the oppisite of a small bite and a wrinkled nose followed by a tone dripping with disdain.

Anyhow, what I'm trying to say is her words were reasonable. She wanted to make sure you got the correct item and that you knew what the item was as opposed to the broken sign. She likely needs to say this dozens of times a day and still gets people returning the biscuits.

So to complain you would need to pinpoint the specific person and complain about their attitude and tone only. Maybe they can moved to the back. Maybe they can be reprimanded. She simply does not sound like someone who can relate well to people as when she was trying to be clear, she was rude, but when she was trying to be sympathetic she was cloying. It doesn't sound like she is an actual jerk as she noticed that she had upset you and tried to change her tone. It was just ineffective.
Title: Re: How was I supposed to know??
Post by: Jelaza on November 22, 2012, 01:15:40 PM
Write the letter.  If she had "just thought you should know" she would have started out with something like "I'm sorry for the confusion, they are actually cheese and ham biscuits but the sign broke."  And she would not have raised her voice or used a sharp tone.
Title: Re: How was I supposed to know??
Post by: Outdoor Girl on November 22, 2012, 01:23:11 PM
I would write the letter to corporate.

The cashier should have know what stock they were displaying.  But if the person who interjected had said, 'I'm sorry, the sign is incorrect.  They are actually ham and cheese biscuits.  Would you still like one?', we wouldn't be reading this post right now.
Title: Re: How was I supposed to know??
Post by: Knitterly on November 22, 2012, 01:24:30 PM
You could complain. It would be tricky because all you can complain about is the woman's tone and manner. Everything she said was perfectly reasonable.

I'm not trying to discount tone at all. Much of human interaction is based on tone and body language and the same sentence said in a different tone can make or break a mood. Consider "Did you make this? Wow!" directed toward a piece of baking. Enthusiasticly spoken while wolfing down the cake and reaching for a second piece with beaming smiles is the oppisite of a small bite and a wrinkled nose followed by a tone dripping with disdain.

Anyhow, what I'm trying to say is her words were reasonable. She wanted to make sure you got the correct item and that you knew what the item was as opposed to the broken sign. She likely needs to say this dozens of times a day and still gets people returning the biscuits.

So to complain you would need to pinpoint the specific person and complain about their attitude and tone only. Maybe they can moved to the back. Maybe they can be reprimanded. She simply does not sound like someone who can relate well to people as when she was trying to be clear, she was rude, but when she was trying to be sympathetic she was cloying. It doesn't sound like she is an actual jerk as she noticed that she had upset you and tried to change her tone. It was just ineffective.

There's a very easy solution to her not having to repeat it, and that would be to grab a piece of paper and a sharpie and make a new sign.
I've seen it done often enough and it would certainly make their lives way easier.

The words were reasonable.  The tone was not. 

The words were only reasonable the first time, though.  She repeated it a second time after I confirmed that I still wanted the biscuit.  Both times the tone was just... awful. 

You know that tone that has an invisible "you moron!" at the end of it?  That was the tone.  It was said loudly and sharply.  It was a tone intended to scold.  Sometimes you know you are being scolded.  I was being scolded for ordering the wrong thing.  It was an angry, scolding tone.

I don't usually complain.  I just wasn't sure if I should or not, given that I can very easily avoid that location in the future.  I will, this afternoon, when I have composed my thoughts a little better.

Title: Re: How was I supposed to know??
Post by: MyFamily on November 22, 2012, 01:35:51 PM
Write the letter.  If she had "just thought you should know" she would have started out with something like "I'm sorry for the confusion, they are actually cheese and ham biscuits but the sign broke."  And she would not have raised her voice or used a sharp tone.
POD to Jelaza.  Tone is very important in a transaction like this, and you were treated badly by her.  To those saying that the worker may have answered this question a dozen times today, then why didn't the cashier know about the problem and kept asking if the OP wanted a cheese croissant? 
Title: Re: How was I supposed to know??
Post by: MeowMixer on November 22, 2012, 02:09:05 PM
I would contact corporate. There is no reason to behave like that. If they don't have the proper signage it's not up to the customer to psychically know it's actually something else. Bad enough she was snarky, but to turn to fakey over-wrought 'awe I'm sorry lovey'... oh I see red! Their coffee is so not worth the attitude.

While I've never had any be that outright rude to me in a Tim's I can't say their customer service has ever been pleasant. IME they mumble, don't look you in the eye and generally don't want to be there, much less help you. I've never like their coffee but their ice caps were my favourite thing in the world! One day I got one and there was a huge chunk of plastic in it... that was a fight to get my money back - no, I don't want you to make me another one, I just gagged on a piece of plastic packaging, I just want my money back. I did get it, and I've never been back. (Golden Arches coffee is surprisingly decent btw, and for an extra 10 cents you get a muffin too, comes out to less than two bucks! lol sorry, I love a good deal...)
Title: Re: How was I supposed to know??
Post by: LeveeWoman on November 22, 2012, 02:09:23 PM
Oh, yeah. Write the letter. I don't care how tired or aggravated or whatever her problem was, she had no excuse to talk to you as nastily as she did.
Title: Re: How was I supposed to know??
Post by: pearls n purls on November 22, 2012, 02:15:50 PM
The cashier could have easily let the OP know that the biscuits contained ham without being mean about it.  I'd contact corporate about this.
Title: Re: How was I supposed to know??
Post by: CrochetFanatic on November 22, 2012, 02:34:14 PM
Wow...What she said wasn't so bad, if she was letting you know, but there's no excuse for the tone.  I could understand being annoyed at having to repeat herself to every customer who ordered that particular item, but for the customer it's the first (and probably only) interaction of that sort, so she needs more self control.  I think she was right to point it out to you, because some people can't eat ham for religious reasons or whatever.  It's customer service, and they're there to serve the customer whether they (servers/cashiers/what-have-you) are annoyed or not.  You weren't rude or a Special Snowflake, and she was in the wrong.

I would write the letter, and at least let them know that she was rude, your feelings were hurt, and it nearly put you off your snack.  They want customers to come back, so at the very least I would expect them to reply with an apology.  I'm sorry this happened to you!
Title: Re: How was I supposed to know??
Post by: JenJay on November 22, 2012, 02:35:30 PM
You could complain. It would be tricky because all you can complain about is the woman's tone and manner. Everything she said was perfectly reasonable.

I'm not trying to discount tone at all. Much of human interaction is based on tone and body language and the same sentence said in a different tone can make or break a mood. Consider "Did you make this? Wow!" directed toward a piece of baking. Enthusiasticly spoken while wolfing down the cake and reaching for a second piece with beaming smiles is the oppisite of a small bite and a wrinkled nose followed by a tone dripping with disdain.

Anyhow, what I'm trying to say is her words were reasonable. She wanted to make sure you got the correct item and that you knew what the item was as opposed to the broken sign. She likely needs to say this dozens of times a day and still gets people returning the biscuits.

So to complain you would need to pinpoint the specific person and complain about their attitude and tone only. Maybe they can moved to the back. Maybe they can be reprimanded. She simply does not sound like someone who can relate well to people as when she was trying to be clear, she was rude, but when she was trying to be sympathetic she was cloying. It doesn't sound like she is an actual jerk as she noticed that she had upset you and tried to change her tone. It was just ineffective.

There's a very easy solution to her not having to repeat it, and that would be to grab a piece of paper and a sharpie and make a new sign.
I've seen it done often enough and it would certainly make their lives way easier.

The words were reasonable.  The tone was not. 

The words were only reasonable the first time, though.  She repeated it a second time after I confirmed that I still wanted the biscuit.  Both times the tone was just... awful. 

You know that tone that has an invisible "you moron!" at the end of it?  That was the tone.  It was said loudly and sharply.  It was a tone intended to scold.  Sometimes you know you are being scolded.  I was being scolded for ordering the wrong thing.  It was an angry, scolding tone.

I don't usually complain.  I just wasn't sure if I should or not, given that I can very easily avoid that location in the future.  I will, this afternoon, when I have composed my thoughts a little better.

Re the bolded - Exactly. Or she could have said "They also have ham, do you still want one?" Problem solved.

She sounds nasty. I'd email corporate and make sure to include the exact time and a good description if you didn't get her name. They'll be able to figure out who she was.
Title: Re: How was I supposed to know??
Post by: sourwolf on November 22, 2012, 03:22:59 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

I agree, especially since you said the cold medicine was making you weepy, you might have interpreted her tone differently than she intended.
Title: Re: How was I supposed to know??
Post by: Sharnita on November 22, 2012, 03:47:10 PM
I think that in the situation OP describes an employee says somethign like "I'm sorry I was confused, the sign was broken - it used to say ham and cheese"
Title: Re: How was I supposed to know??
Post by: SpikeMichigan on November 22, 2012, 04:19:28 PM

   I think writing to corporate would be MAJOR overkill in this situation. Tone can be hard to gage, and she really may not have meant to be as angry/condescending as she sounded. Is it really worth getting her reprimanded/disciplined over?

    They may very well have told staff to emphasise things like this, if a vegetarian/Jew/Muslim/etc had inadvertantly been sold a ham and cheese biscuit, there may well be all kinds of hell to pay.

   I'd let it go, unless you encounter her again/with a different product.
Title: Re: How was I supposed to know??
Post by: andi on November 22, 2012, 05:32:31 PM
As a retail CS person - I say write the letter. Tone and attitude is everyting in  some businesses.  Hers was rude and uncalled for.  A simlpe "this have ham also, the sign broke" would have sufficed. And I POD that a piece of paper and sharpie would fix that issue  Even if  "the tone" wasn't meant to be as condecending as it came out, calling the OP "lovely" would rib me the wrong way too. 
Title: Re: How was I supposed to know??
Post by: Rohanna on November 22, 2012, 05:42:56 PM
If the corporation has a FB page, I have found recently it has become the fasted way to reach a customer service rep.
Title: Re: How was I supposed to know??
Post by: JeanFromBNA on November 22, 2012, 05:48:35 PM
E-mail corporate.  As a business owner, I can tell you that you can't fix what you don't know is broken.  If it will make you feel better, note that you usually get excellent service, so this particular encounter was out of character.
Title: Re: How was I supposed to know??
Post by: Amara on November 22, 2012, 05:48:48 PM
I tend to cut those in customer service a bit more slack during the holiday season because they are under a lot of stress. OP, it doesn't excuse her rudeness. I do think she was somewhat rude in the way she replied even though I would have wanted to know because I don't ever touch ham.

Maybe the other posters are right, that corporate needs to know. But ... I probably would not inform them or the store manager. If it happened again, definitely yes but once, at this time of year, no. I'd personally file the experience under "be forgiving" and let it go.
Title: Re: How was I supposed to know??
Post by: Bluenomi on November 22, 2012, 06:22:27 PM
As someone who has worked in custome services for nearly 2 decades I's say something, either via their website or facebook page.

For starters the first person didn't have a clue about a product they sold, even after your showed them exactly where it was. The second lady was rude. I don't care if the sign is broken, you don't abuse a customer.
Title: Re: How was I supposed to know??
Post by: Knitterly on November 22, 2012, 07:01:31 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

I agree, especially since you said the cold medicine was making you weepy, you might have interpreted her tone differently than she intended.

I am sure I did not.  I am further sure because she did not actually have a place in the original conversation.  I was not conversing with her.  She interrupted my original conversation with the cashier.

I have had a chance to thoroughly cool down and assess this from a more detached viewpoint.  I feel even stronger now that she was rude and out of line, not just for the tone, but also for the fact that she interrupted the conversation.  I sort of glossed over that point in my original post, but replaying it in my mind now, that is standing out to me as much as the tone.

Here's the order of events:
-I ordered a coffee and a muffin.
-I changed my mind the second the word muffin was out of my mouth and said "No, scratch that, I'll have a cheese biscuit instead."
-The cashier either did not hear or did not understand what I wanted, but she knew it was nto a muffin, she she asked "a what?"
-I reiterated that I wanted a cheese biscuit, and to help her out (in case my words were not so understandable, owing to the fact that I do have a cold), I directed her to the location where they were.  Top shelf, right next to the regular tea biscuits.
-She still did not know what I wanted (I thought "cheese biscuit" was pretty clear, but who knows...), so I repeated myself.

This is when the second employee put her nose into the conversation and got extremely snippy with me.  The tone was scolding.  You will just have to take my word on that.  A person knows when they have been scolded.  I was being scolded for ordering incorrectly.
She interrupted my order with the cashier to say "They are cheese and ham!"  She strongly emphasized the "and ham".  Overly emphasized it.  Loudly emphasized it.  It was not being emphasized in order to clarify that maybe I might want to know this because some people don't like ham.  Given the context of the rest of the conversation, she was emphasizing that there was no way Cashier could possibly know what I was ordering because I'm ordering something they don't have (with a very strong "you idiot!" left off the end of the sentence, but there in tone - trust me, it was there in the tone.).

I was extremely put off by the sickly sweet falsetto and being called "lovey".  I HAAAAAAAAATE being called by any childish endearment by people I do not know.  It is one of my biggest irritants.

IMO, regardless of tone, the only way for the woman in question to have communicated what I am pretty sure she was trying to would be to say something along the lines of "Do you mean the cheese and ham biscuit?  Our sign is broken.  We don't actually have cheese biscuits."

I am torn on the feedback.  As this is not a location I go to on a regular basis, I don't know if this employee is usually a problem.  I think I am simply going to try contact the manager tomorrow morning, rather than go up to corporate.  That way it doesn't look like I'm trying to get anything.  The manager will be in a better position to assess whether this is an ongoing problem or an isolated incident.  I wouldn't want the wrath of head office to get someone in trouble who may have just been having a rotten day.
Title: Re: How was I supposed to know??
Post by: WillyNilly on November 22, 2012, 07:40:35 PM
I think you should write to the manager and corporate (your choice who to direct to, who to cc).  If this employee is usually good, then no worries, her manager will have a chat and all be ok.  If this employee is generally an issue you will have helped the next person be spared this behavior.

There is only one appropriate time & place to show annoyance about a customer - that's later, after shift is over, when you are in a bar miles away decompressing from your day.  No matter what, in a customer facing job like that a solid 50% of your duties are smiling, listening and generally being pleasant. There's a saying in business - it costs twice as much to lure a new customer then to retain an existing.  Yes the staffs job is to sell at the moment a customer walks up, but their job is equally to create an atmosphere where that customer will want to come back.
Title: Re: How was I supposed to know??
Post by: Outdoor Girl on November 22, 2012, 08:15:02 PM
Part of the issue in terms of the cashier is that some Timmy's carry cheese tea biscuits and some Timmy's carry ham and cheese tea biscuits and there is no rhyme or reason why one store carries one and another doesn't.  I've yet to see one that has both.

But there is no explanation for the buttinski's behaviour.
Title: Re: How was I supposed to know??
Post by: sourwolf on November 22, 2012, 08:39:14 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

I agree, especially since you said the cold medicine was making you weepy, you might have interpreted her tone differently than she intended.

I am sure I did not.  I am further sure because she did not actually have a place in the original conversation.  I was not conversing with her.  She interrupted my original conversation with the cashier.


It would have been helpful to include that information in your original post.  It's counterproductive to respond to a thread and have information added later that completely changes the OP.
Title: Re: How was I supposed to know??
Post by: Deetee on November 22, 2012, 08:44:17 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

I agree, especially since you said the cold medicine was making you weepy, you might have interpreted her tone differently than she intended.

I am sure I did not.  I am further sure because she did not actually have a place in the original conversation.  I was not conversing with her.  She interrupted my original conversation with the cashier.


It would have been helpful to include that information in your original post.  It's counterproductive to respond to a thread and have information added later that completely changes the OP.

That information was included in the original post. It may have been missed, but it was in the post. (Though I wouldn't say she completely interupted where she shouldn't, as it was her job to get the biscuit, so it seems reasonable to converse with the customer directly if there is confusion)

Quote
The cheese biscuit.  Top row behind you, second from the right.  Next to the regular tea biscuits." 
"The cheese croissant?" (note, they did not have cheese croissants on the display shelf).
"No, no.  The cheese biscuit.  Right there on the top shelf."
At this point, the woman working next to the cashier (getting donuts, etc for both cashiers) stepped forward and looked at me like I was some sort of bug.  A very stupid bug.
"Those are cheese and ham biscuits!"
 
Title: Re: How was I supposed to know??
Post by: Klein Bottle on November 22, 2012, 08:54:13 PM
I hate being spoken to like I'm an idiot.

Notifying the location manager sounds like the best course of action. 
Title: Re: How was I supposed to know??
Post by: TootsNYC on November 22, 2012, 08:55:34 PM
how does a sign "break"?


And I say, Get ahold of corporate and let them know if it will make YOU feel better. If it will make you feel less powerless and more powerful. If it will help you let go of the frustration and anger and resentment and misplaced shame.
Title: Re: How was I supposed to know??
Post by: sourwolf on November 22, 2012, 08:58:03 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

I agree, especially since you said the cold medicine was making you weepy, you might have interpreted her tone differently than she intended.

I am sure I did not.  I am further sure because she did not actually have a place in the original conversation.  I was not conversing with her.  She interrupted my original conversation with the cashier.


It would have been helpful to include that information in your original post.  It's counterproductive to respond to a thread and have information added later that completely changes the OP.

That information was included in the original post. It may have been missed, but it was in the post. (Though I wouldn't say she completely interupted where she shouldn't, as it was her job to get the biscuit, so it seems reasonable to converse with the customer directly if there is confusion)

Quote
The cheese biscuit.  Top row behind you, second from the right.  Next to the regular tea biscuits." 
"The cheese croissant?" (note, they did not have cheese croissants on the display shelf).
"No, no.  The cheese biscuit.  Right there on the top shelf."
At this point, the woman working next to the cashier (getting donuts, etc for both cashiers) stepped forward and looked at me like I was some sort of bug.  A very stupid bug.
"Those are cheese and ham biscuits!"


Thank you for pointing that out. I did miss it and the way the OP worded her post made it sound like it hadn't been included previously.
Title: Re: How was I supposed to know??
Post by: kareng57 on November 22, 2012, 09:56:19 PM
It's up to you - but if it was me, I wouldn't bother.  I'd figure it as a one-time unpleasant experience, perhaps due mainly to miscommunication.  Of course I am not saying you are wrong if you do decide to escalate this.  But I think that the majority of us have experienced less-than-polite service at fast-food outlets and have just shrugged it off.

Even if you contacted HO and they sent you compensation such as coupons - would you even use them, considering that you rarely visit this location anyway?
Title: Re: How was I supposed to know??
Post by: Take2 on November 22, 2012, 10:35:24 PM
I would write a letter. I had a very similar interaction recently at a movie concession stand. They were out of something that had a promotional sign up, and when I ordered that item, they spoke to me as though I must be truly an idiot to believe such an item would even exist. When I pointed out the sign, the cashier got even more snippy, speaking to me as though I was the dumbest human she had run across that day.

I tried to shrug it off, as I generally don't get my validation from movie concession workers. But in the end, I realized that the movie place generally works to provide excellent customer service. Leaving this employee un-corrected was not kind to the theater or to other theater patrons. So I went over and spoke to Customer Service, making it clear that I had no desire for compensation and wanted only to make them aware of a problem so it could be addressed. I was back at that theater today, and the signs have been updated AND the service was perfectly lovely. I think that when customers accept shoddy service without complaint, service levels suffer.
Title: Re: How was I supposed to know??
Post by: LifeOnPluto on November 23, 2012, 12:58:34 AM
I personally would not complain about the staff member. Yes, it sounds like her tone was nasty, and I completely get why you got teary, OP. But really, in the scheme of things, it seems a fairly minor incident.

However, I would complain about the sign issue. I'm sure the chain would not approve of having "broken" and misleading signs. I'd definitely bring that to their attention.
Title: Re: How was I supposed to know??
Post by: Fleur on November 23, 2012, 02:44:58 AM


Definitely complain. I am a little surpised that anyone would say 'just shrug it off'. For all we know, this woman does this all the time. I hate shoddy service, and fast food is no exception to the rule that CSRs should be civil.
Title: Re: How was I supposed to know??
Post by: FauxFoodist on November 23, 2012, 03:04:47 AM
It's up to you - but if it was me, I wouldn't bother.  I'd figure it as a one-time unpleasant experience, perhaps due mainly to miscommunication.  Of course I am not saying you are wrong if you do decide to escalate this.  But I think that the majority of us have experienced less-than-polite service at fast-food outlets and have just shrugged it off.

Even if you contacted HO and they sent you compensation such as coupons - would you even use them, considering that you rarely visit this location anyway?

To me, the point of filing a complaint has never been compensation, and I have been offered coupons and, even, a refund check.  The point of filing a complaint is to put the person and/or company on notice that this practice or behavior is not acceptable and will not go, at least this time, unchecked.

Definitely complain. I am a little surpised that anyone would say 'just shrug it off'. For all we know, this woman does this all the time. I hate shoddy service, and fast food is no exception to the rule that CSRs should be civil.

Pod.  No one should ever have to just accept bad behavior and, especially, from someone in a customer-service oriented industry.

The one time recently I didn't complain and really should have (the employee's behavior was atrocious; he was a total bigot then expected a good tip), I learned the employee still worked there.  It's my fault for letting it go for so long I felt it was really too late to complain (just didn't want to deal with it, I guess).  Other times, filing a complaint has resulted in a response from someone (and, by filing, I mean in writing -- a phone call really won't necessarily garner results while something written typically needs to show a follow-up was done).

Also, the only time I complained that didn't get fixed by the company I really didn't care and expected that would happen.  I complained to the Better Business Bureau and specifically did it to get the company listed with a black mark with the BBB (because the customer service, I felt, was so bad that they needed a BBB rating showing someone was not happy with them).  My only request to the BBB was for them to apologize, and they wouldn't even do that much (and were rather snotty and indignant towards the BBB investigator so the follow-up letter I received from the BBB indicated the investigator had the same feeling about the attitude of the company's staff -- given all I was asking for was an apology, not a refund, an apology should not have been a big deal or unreasonable).
Title: Re: How was I supposed to know??
Post by: rashea on November 23, 2012, 04:05:58 AM
Feel free to write something, but I would focus on the factual things. Ie the sign was broken and she jumped into your conversation. Mention the tone,  but understand that such things are hard for them to address after the fact.
Title: Re: How was I supposed to know??
Post by: TootsNYC on November 23, 2012, 01:19:31 PM
Feel free to write something, but I would focus on the factual things. Ie the sign was broken and she jumped into your conversation. Mention the tone,  but understand that such things are hard for them to address after the fact.

I would actually dwell on the tone.

To me it's the only really egregious thing.

Sometimes they use the wrong sign (I still want to know--why the word "broken"?). Happens.
Sometimes a coworkers steps in to help when the conversation isn't going well.

But snotty tone of voice? That's factual. That's material. That's IMPORTANT in customer service.

As I said, I think you should write if it will help YOU let go of this.
You know how we often suggest writing out a huge, long letter full of all the anger and frustration--and then throwing it out? That the act of writing it is often very cathartic?

Well, consider that you get the same benefits, and maybe more, by mailing the letter (esp. if you can write it without vitriol).

I wouldn't dwell on your teariness, etc., but focus on the snotty tone. And feel free to mention your emotional upset and the resulting condescention. That her reaction to upsetting you was to further act as though it was your fault and not hers.

I think we should all have in our toolbox the quiet phrase, "Would you like to say that again with a different tone of voice?" spoken as a genuine question.
Title: Re: How was I supposed to know??
Post by: SiotehCat on November 23, 2012, 01:29:48 PM
Feel free to write something, but I would focus on the factual things. Ie the sign was broken and she jumped into your conversation. Mention the tone,  but understand that such things are hard for them to address after the fact.

I would actually dwell on the tone.

To me it's the only really egregious thing.

Sometimes they use the wrong sign (I still want to know--why the word "broken"?). Happens.
Sometimes a coworkers steps in to help when the conversation isn't going well.

But snotty tone of voice? That's factual. That's material. That's IMPORTANT in customer service.

As I said, I think you should write if it will help YOU let go of this.
You know how we often suggest writing out a huge, long letter full of all the anger and frustration--and then throwing it out? That the act of writing it is often very cathartic?

Well, consider that you get the same benefits, and maybe more, by mailing the letter (esp. if you can write it without vitriol).

I wouldn't dwell on your teariness, etc., but focus on the snotty tone. And feel free to mention your emotional upset and the resulting condescention. That her reaction to upsetting you was to further act as though it was your fault and not hers.

I think we should all have in our toolbox the quiet phrase, "Would you like to say that again with a different tone of voice?" spoken as a genuine question.

Why is there a question about the sign being broken?

We have signs at work that fall and break all the time. If they aren't the big poster kind that tape to the front door of the store, then there is a very good chance that it will break and have to be replaced in a few weeks.
Title: Re: How was I supposed to know??
Post by: sparksals on November 23, 2012, 02:06:17 PM
I think she was right to let you know it was a cheese and ham biscuit.

I would have been very upset if I had ordered a cheese biscuit and was given something with ham in it.

I have a hard time calling someone rude because of their tone. Her tone might have sounded rude to you, but could have simply been because she was tired or in a rush.

I agree, especially since you said the cold medicine was making you weepy, you might have interpreted her tone differently than she intended.

I am sure I did not.  I am further sure because she did not actually have a place in the original conversation.  I was not conversing with her.  She interrupted my original conversation with the cashier.


It would have been helpful to include that information in your original post.  It's counterproductive to respond to a thread and have information added later that completely changes the OP.

I don't see how that changes things.  I understood from the OP that the woman interrupted the convo with the other employee.
Title: Re: How was I supposed to know??
Post by: sparksals on November 23, 2012, 02:22:35 PM
I tend to cut those in customer service a bit more slack during the holiday season because they are under a lot of stress. OP, it doesn't excuse her rudeness. I do think she was somewhat rude in the way she replied even though I would have wanted to know because I don't ever touch ham.

Maybe the other posters are right, that corporate needs to know. But ... I probably would not inform them or the store manager. If it happened again, definitely yes but once, at this time of year, no. I'd personally file the experience under "be forgiving" and let it go.

I don't buy these 'holiday season' rationales for rude treatment by those providing customer service.   When I worked in CS, I had to do my job in the same friendly, efficient manner during the busy holidays that I did in July.  Sure, it is more stressful, but that is part of the job.   

The 'holiday season' excuse doesn't apply here anyway b/c the OP is in Canada.  While it is the official holiday season in the US, it doesn't ramp up in Canada til early December.  There is no Black Friday up there, no one is missing TG with their family.... that was back in October.   Even if I am shopping up there on Boxing Day, (day after Christmas, Canada's Equal to Black Friday), I would still expect employees in a customer service capacity to be friendly, prompt and efficient.   

Employee 1 was guilty of not knowing her products and how to communicate with customers.  Employee 2 was rude and condescending.   The added term of endearment would have put me over the edge too, especially with the tone described by the OP.  She may have said 'loveeeey"  but she meant something completely different.
Title: Re: How was I supposed to know??
Post by: sourwolf on November 23, 2012, 02:45:06 PM
Sparksals, if you'd read the entire thread you would have seen that I'd acknowledged my error.
Title: Re: How was I supposed to know??
Post by: sparksals on November 23, 2012, 03:43:54 PM
Sorry....very difficult to do that from a phone.  I respond as I see posts. 
Title: Re: How was I supposed to know??
Post by: Shoo on November 23, 2012, 03:58:28 PM
Stories like this make me so mad.  I know people who are out of work who would dearly love to have that woman's job, and these folks wouldn't dream of speaking to ANYONE that way, let alone a customer. 
Title: Re: How was I supposed to know??
Post by: Fleur on November 23, 2012, 04:13:42 PM
Stories like this make me so mad.  I know people who are out of work who would dearly love to have that woman's job, and these folks wouldn't dream of speaking to ANYONE that way, let alone a customer.

My exact feelings on the matter. I don't buy this whole 'cut her some slack' argument, not at all.
Title: Re: How was I supposed to know??
Post by: Roe on November 23, 2012, 06:36:14 PM
Definitely report her.  In customer service, tone is everything.
Title: Re: How was I supposed to know??
Post by: Zilla on November 23, 2012, 07:25:21 PM
Being that you waited for a long time and there were about 15 people behind you, maybe the lady thought you wouldn't be able to hear her and spoke loudly.  You mentioned you were weepy/emotional on cold meds which could make you more sensitive to the volume of her voice.  And when she saw that she upset you, she tried to tell you why.  I wouldn't write to corporate personally.  But I can see why if you would want to.
Title: Re: How was I supposed to know??
Post by: sourwolf on November 23, 2012, 07:50:45 PM
Sorry....very difficult to do that from a phone.  I respond as I see posts.

I'm not sure what your point is? I was under the impression that it was bad form to reply before reading through, especially if it was to chastize someone. You miss a lot of turns in conversation otherwise. I'm posting from my phone right now and have never had a problem going back to quote a post after I have read all of them.
Title: Re: How was I supposed to know??
Post by: JennJenn68 on November 23, 2012, 08:20:05 PM
95% of a conversation has nothing to do with the actual words used within.  It all comes down to tone and body language.  (One of the biggest reasons why I loathe the telephone and refuse, point-blank, to text.  I do email, but I'm very good at getting my point across just with words, thanks to repeated editing.)

Personally, I wouldn't bother with sending a letter--but I'm just a lazy so-and-so, and would rather just take my business elsewhere.  If it's a Tim's (and I'm only assuming this based on the rest of the thread) you can't throw a rock without hitting one in Ontario, so I'd just go to another one in future.

I'm sorry you had to go through this, Knitterly.  I hope you're feeling better now.  (If you've been on cold meds, you must have been ill.  Again, I'm assuming.)
Title: Re: How was I supposed to know??
Post by: GreenEyedHawk on November 23, 2012, 08:31:05 PM
how does a sign "break"?

I used to work at Tim's, so I can answer this for you.  The signs are meant to be universally interchangeable. They slide in to holders so that there's no limit to how product can be arranged on the shelves.  They break if you so much as look at them the wrong way, or they did when I worked there.  They're cheap and brittle and if an employee dropped one, I can easily see it breaking.
Title: Re: How was I supposed to know??
Post by: TootsNYC on November 23, 2012, 09:51:41 PM


Why is there a question about the sign being broken?

We have signs at work that fall and break all the time. If they aren't the big poster kind that tape to the front door of the store, then there is a very good chance that it will break and have to be replaced in a few weeks.

Well, because I don't know how a broken sign would be missing 1 word.
Maybe the sign wouldn't be there at all.

If there was a sign that was missing a word, then I think that using the word "broken" (if that was indeed the employee's word) is sort of a tip-off to a "it's not my problem to fix" attitude.
Title: Re: How was I supposed to know??
Post by: GreenEyedHawk on November 23, 2012, 10:13:57 PM


Well, because I don't know how a broken sign would be missing 1 word.
Maybe the sign wouldn't be there at all.

If there was a sign that was missing a word, then I think that using the word "broken" (if that was indeed the employee's word) is sort of a tip-off to a "it's not my problem to fix" attitude.

I can't speak for policies at all the Tim's restaurants, but a missing sign is a write-up-able offense at the one I worked at.  An unlabeled shelf/rack was Serious Business.  Even a broken sign was better than no sign at all.  Our one said "Ham & Cheese Biscuit" and I can see the "ham & " part breaking off, or the Ham & Cheese sign was junked and the "Cheese biscuit" one was used in its place, again to avoid the Armageddon that apparently happens at Tim's if a shelf isn't labeled.
Title: Re: How was I supposed to know??
Post by: O'Dell on November 23, 2012, 10:24:49 PM
95% of a conversation has nothing to do with the actual words used within.  It all comes down to tone and body language.  (One of the biggest reasons why I loathe the telephone and refuse, point-blank, to text.  I do email, but I'm very good at getting my point across just with words, thanks to repeated editing.)

Personally, I wouldn't bother with sending a letter--but I'm just a lazy so-and-so, and would rather just take my business elsewhere.
If it's a Tim's (and I'm only assuming this based on the rest of the thread) you can't throw a rock without hitting one in Ontario, so I'd just go to another one in future.

I'm sorry you had to go through this, Knitterly.  I hope you're feeling better now.  (If you've been on cold meds, you must have been ill.  Again, I'm assuming.)

The bolded in particular is how I feel about this. If you are inclined to complain to corporate, then feel free. It's your choice.

I also agree with the person way back in the thread (maybe not even this thread?) that said if the person isn't known to be a problem, she'll get some coaching and do a better job and it really won't be a big deal. If she's a problem, then a complaint letter can be added to the stack of known issues and the business might finally be able/willing to do something about her.
Title: Re: How was I supposed to know??
Post by: Fleur on November 24, 2012, 04:07:30 AM
Sorry....very difficult to do that from a phone.  I respond as I see posts.

I'm not sure what your point is? I was under the impression that it was bad form to reply before reading through, especially if it was to chastize someone. You miss a lot of turns in conversation otherwise. I'm posting from my phone right now and have never had a problem going back to quote a post after I have read all of them.

I find it a little ironic that you respond to a post allegedly chasitising you (although I didn't see chastisment, just poiniting out that you were in error) with a rather hectoring tone.
Title: Re: How was I supposed to know??
Post by: sourwolf on November 24, 2012, 05:28:56 AM
Sorry....very difficult to do that from a phone.  I respond as I see posts.

I'm not sure what your point is? I was under the impression that it was bad form to reply before reading through, especially if it was to chastize someone. You miss a lot of turns in conversation otherwise. I'm posting from my phone right now and have never had a problem going back to quote a post after I have read all of them.

I find it a little ironic that you respond to a post allegedly chasitising you (although I didn't see chastisment, just poiniting out that you were in error) with a rather hectoring tone.
Yes well I don't make a habit of it.
Title: Re: How was I supposed to know??
Post by: sparksals on November 24, 2012, 09:21:36 AM
Sorry....very difficult to do that from a phone.  I respond as I see posts.

I'm not sure what your point is? I was under the impression that it was bad form to reply before reading through, especially if it was to chastize someone. You miss a lot of turns in conversation otherwise. I'm posting from my phone right now and have never had a problem going back to quote a post after I have read all of them.

I find it a little ironic that you respond to a post allegedly chasitising you (although I didn't see chastisment, just poiniting out that you were in error) with a rather hectoring tone.

Thank you.
Title: Re: How was I supposed to know??
Post by: cass2591 on November 24, 2012, 01:07:49 PM
Sparksals and sourwolf, if you can't kiss and make up, figuratively speaking, please, for everyone else's sake either take the crabbing off the forum or just stop it completely. Your choice.
Title: Re: How was I supposed to know??
Post by: Joeschmo on November 24, 2012, 01:36:39 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

Title: Re: How was I supposed to know??
Post by: Zilla on November 24, 2012, 01:52:51 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.
Title: Re: How was I supposed to know??
Post by: LeveeWoman on November 24, 2012, 02:37:09 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

This does not explain her nasty tone. Knitterly says she had a nasty tone and I am not inclined to tell her that her perception and judgment are incorrect.
Title: Re: How was I supposed to know??
Post by: Zilla on November 24, 2012, 02:42:59 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

This does not explain her nasty tone. Knitterly says she had a nasty tone and I am not inclined to tell her that her perception and judgment are incorrect.
I simply explained to Joeschmoe why this lady might have interrupted/joined in the conversation as discussed earlier in the thread.  I never said it explained her tone however it was.
Title: Re: How was I supposed to know??
Post by: LeveeWoman on November 24, 2012, 02:52:58 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

This does not explain her nasty tone. Knitterly says she had a nasty tone and I am not inclined to tell her that her perception and judgment are incorrect.
I simply explained to Joeschmoe why this lady might have interrupted/joined in the conversation as discussed earlier in the thread.  I never said it explained her tone however it was.

I am speaking about this post you made earlier:

Being that you waited for a long time and there were about 15 people behind you, maybe the lady thought you wouldn't be able to hear her and spoke loudly.  You mentioned you were weepy/emotional on cold meds which could make you more sensitive to the volume of her voice.  And when she saw that she upset you, she tried to tell you why.  I wouldn't write to corporate personally.  But I can see why if you would want to.
Title: Re: How was I supposed to know??
Post by: Zilla on November 24, 2012, 02:59:07 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

This does not explain her nasty tone. Knitterly says she had a nasty tone and I am not inclined to tell her that her perception and judgment are incorrect.
I simply explained to Joeschmoe why this lady might have interrupted/joined in the conversation as discussed earlier in the thread.  I never said it explained her tone however it was.

I am speaking about this post you made earlier:

Being that you waited for a long time and there were about 15 people behind you, maybe the lady thought you wouldn't be able to hear her and spoke loudly.  You mentioned you were weepy/emotional on cold meds which could make you more sensitive to the volume of her voice.  And when she saw that she upset you, she tried to tell you why.  I wouldn't write to corporate personally.  But I can see why if you would want to.
Aah you posted the wrong quote tree I guess.  And I didn't tell her she was incorrect, just another scenario.  If you reread the bolded, I told her I understood why if she wanted to contact them. 
Title: Re: How was I supposed to know??
Post by: Knitterly on November 24, 2012, 03:30:08 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

I had a reply typed up, and then I went to have a bath and came back and wish now I'd posted earlier... 

It was a little out of my way, but I went back and grabbed a "tell us how we did" feedback card and dropped it off.  It forced me to keep the details quick and simple, and let me rate individual aspects of the transaction on a scale (ie, cleanliness, speed, politeness, etc).

For those who guesses this was Tim Horton's, you;'re right.  And for those who have been there, the inappropriateness of the rude employee is a little clearer to understand.  I don't like calling out places by name... but I guess the fact that I've already mentioned being Canadian and needing/wanting my coffee point other Canadians to the coffee shop as much as a neon sign.   ;)

This is how most locations are set up.  There is a single line for the row of cashiers (2 at this location) who take the next customer in line as they finish their previous transactions.  After the cashier rings you through, your order pops up on a computer screen behind the counter and one of a few other employees put your order together.  Usually (though not always, and not at this location) the cashier will make the coffee while the other employee grabs whatever other parts of your order.  It's a pretty efficient setup.

Sure there were 15 people behind me when I got up to the counter, but there were 15 or so people in front of me when I got in line, too.  The cashier who was serving me was putting through about 2 customers for every one that the other girl was.  That's neither here nor there, but it does point to her not necessarily needing to be corrected by the employee grabbing the donuts and making the coffees.  Also, since she was not limited to doing just one cashier's order (just whichever one popped up next on the screen), there was really no need for her to put her nose in - she could have just kept going with the next order on the screen while the cashier and I got sorted out.

Anyway, I left my contact info on the feedback card.  I'll see what happens. 
Title: Re: How was I supposed to know??
Post by: Joeschmo on November 24, 2012, 05:10:16 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

This does not explain her nasty tone. Knitterly says she had a nasty tone and I am not inclined to tell her that her perception and judgment are incorrect.
I simply explained to Joeschmoe why this lady might have interrupted/joined in the conversation as discussed earlier in the thread.  I never said it explained her tone however it was.

I understand there are many reasons why the second employee jumped in the conversation to try to help out but what I didn't understand is why the op and others viewed it as interrupting as it was a business transaction not a private conversation.  That must not have been clear in my original post so thank you for trying to explain it to me. 
Title: Re: How was I supposed to know??
Post by: Zilla on November 24, 2012, 05:38:26 PM
And of course since you explained it and I reread it, it's perfectly clear what you meant!  Reading fail on my part and I also agree.
 
Knitterly, that's a great idea in filling out that comment card.  It's one of those things that if they feel it's a cause for improvement, they will contact you.
Title: Re: How was I supposed to know??
Post by: LeveeWoman on November 24, 2012, 08:57:22 PM
I'm getting stuck on the rude employee interrupting a conversation she wasn't involved in statement. I would hope another employee would jump in if the one I was speaking with was confused and I would be really upset if I couldn't eat ham and ended up with a ham & cheese biscuit because an employee didn't want to interrupt.  I don't have an expectation of privacy when placing a fast food order and wouldn't consider the second employee to be interrupting.

She was the one in charge of getting the items from the display, she was probably waiting to see what it was that the OP wanted and hurry the transaction up with the 15 people now waiting behind her.

This does not explain her nasty tone. Knitterly says she had a nasty tone and I am not inclined to tell her that her perception and judgment are incorrect.
I simply explained to Joeschmoe why this lady might have interrupted/joined in the conversation as discussed earlier in the thread.  I never said it explained her tone however it was.

I am speaking about this post you made earlier:

Being that you waited for a long time and there were about 15 people behind you, maybe the lady thought you wouldn't be able to hear her and spoke loudly.  You mentioned you were weepy/emotional on cold meds which could make you more sensitive to the volume of her voice.  And when she saw that she upset you, she tried to tell you why.  I wouldn't write to corporate personally.  But I can see why if you would want to.
Aah you posted the wrong quote tree I guess.  And I didn't tell her she was incorrect, just another scenario.  If you reread the bolded, I told her I understood why if she wanted to contact them.

KILL THE QUOTE TREES!  >:D  ;)  8)


Seriously, it took me months and months to figure out who said what in quote trees. And, going back and forth between different windows on the same thread throws me for a loop at times.

Thank you for being understanding, Zilla.
Title: Re: How was I supposed to know??
Post by: DavidH on November 26, 2012, 11:18:53 AM
It must have been a particularly heinous tone to have brought on that reactions.

Taking it a different way, the interuption could be seen as being helpful, if you are expecting a cheese biscuit and the other person hadn't informed you that it also contained ham, you might have been quite upset at discovering that on your own.   Interupting to help, particularly in a business transaction is not quite the same as butting into a private conversation. 

I just can't imagine how rudely the person said, "Those are cheese and ham biscuits" that it brought tears to your eyes.  Reading a complaint like that would make me think the person was unbalanced or the most delicate of flowers and throw it out.  It just seems that your reaction was so over the top versus the event that it must have been the cold medication affecting you.

I agree that calling you lovey is inappropriate, but perhaps she was just too shocked to think straight when she realized that she nearly made you cry by letting you know the biscuits were ham and cheese not cheese. 
Title: Re: How was I supposed to know??
Post by: Fleur on November 26, 2012, 11:40:19 AM
It must have been a particularly heinous tone to have brought on that reactions.

Taking it a different way, the interuption could be seen as being helpful, if you are expecting a cheese biscuit and the other person hadn't informed you that it also contained ham, you might have been quite upset at discovering that on your own.   Interupting to help, particularly in a business transaction is not quite the same as butting into a private conversation. 

I just can't imagine how rudely the person said, "Those are cheese and ham biscuits" that it brought tears to your eyes.  Reading a complaint like that would make me think the person was unbalanced or the most delicate of flowers and throw it out.  It just seems that your reaction was so over the top versus the event that it must have been the cold medication affecting you.

I agree that calling you lovey is inappropriate, but perhaps she was just too shocked to think straight when she realized that she nearly made you cry by letting you know the biscuits were ham and cheese not cheese.

I really find the tone of this post quite snarky. Obviously, the OP was there and heard the tone, so I expect the tone was as you sarcastically say 'heinous'. Some people really are that rude, and it is an unfortunate fact that some of them work  as CSRs. To refer to the OP as 'unbalanced' or 'a delicate flower' is rude and unnecessary. I don't see how you can state so categorically that the OP's reaction was over the top. You weren't there, you didn't hear the cashier, so you have no business to cast such aspersions on the OP.
Title: Re: How was I supposed to know??
Post by: LeveeWoman on November 26, 2012, 11:45:20 AM
It must have been a particularly heinous tone to have brought on that reactions.

Taking it a different way, the interuption could be seen as being helpful, if you are expecting a cheese biscuit and the other person hadn't informed you that it also contained ham, you might have been quite upset at discovering that on your own.   Interupting to help, particularly in a business transaction is not quite the same as butting into a private conversation. 

I just can't imagine how rudely the person said, "Those are cheese and ham biscuits" that it brought tears to your eyes.  Reading a complaint like that would make me think the person was unbalanced or the most delicate of flowers and throw it out.  It just seems that your reaction was so over the top versus the event that it must have been the cold medication affecting you.

I agree that calling you lovey is inappropriate, but perhaps she was just too shocked to think straight when she realized that she nearly made you cry by letting you know the biscuits were ham and cheese not cheese.

I really find the tone of this post quite snarky. Obviously, the OP was there and heard the tone, so I expect the tone was as you sarcastically say 'heinous'. Some people really are that rude, and it is an unfortunate fact that some of them work  as CSRs. To refer to the OP as 'unbalanced' or 'a delicate flower' is rude and unnecessary. I don't see how you can state so categorically that the OP's reaction was over the top. You weren't there, you didn't hear the cashier, so you have no business to cast such aspersions on the OP.

Ditto.
Title: Re: How was I supposed to know??
Post by: Moray on November 26, 2012, 11:56:35 AM
Yes, there are some very rude people out there. However, the idea of someone putting so much venom into "It's a ham and cheese biscuit" that it would prompt tears in an average person...well, it's a little difficult to conceptualize. I'm sure we've all had days where little slights or inconveniences felt like slaps in the face, but that doesn't mean those little slights or inconveniences are slaps in the face, KWIM?

I'm not saying this to in any way invalidate the OP's trauma at the hands of a snarky employee, but DavidH has a very valid point: If a manager received a complaint that said "I was told the ingredients of my chosen breakfast sandwich in an aggressive manner.", they might not take it seriously.
Title: Re: How was I supposed to know??
Post by: TootsNYC on November 26, 2012, 12:01:23 PM
I would take it seriously if the comment did *not* involve the "she even made me cry" comment.

If the comment said, "I was given the information in a really snotty and condescending tone of voice," I'd pay attention.

But yes, if the comment said, "It even made me cry," there would be a credibility loss.

So, keep the extreme drama out and stick to the "snotty tone of voice."
Title: Re: How was I supposed to know??
Post by: Fleur on November 26, 2012, 12:02:30 PM
Yes, there are some very rude people out there. However, the idea of someone putting so much venom into "It's a ham and cheese biscuit" that it would prompt tears in an average person...well, it's a little difficult to conceptualize. I'm sure we've all had days where little slights or inconveniences felt like slaps in the face, but that doesn't mean those little slights or inconveniences are slaps in the face, KWIM?

I'm not saying this to in any way invalidate the OP's trauma at the hands of a snarky employee, but DavidH has a very valid point: If a manager received a complaint that said "I was told the ingredients of my chosen breakfast sandwich in an aggressive manner.", they might not take it seriously.

Well, of the email was as brief as the bolded, then maybe not. But if Knitterly wrote out the encounter in the detail which she wrote it to ehell, then I don't see why the manager shouldn't take it seriously. I didn't have a problem picturing the scene at all: tone really does make a huge difference. I also thought that DavidH's way of characterising Knitterly was rude-he could have made the same point, politely (as you did) without resorting to snark and insults.
Title: Re: How was I supposed to know??
Post by: LeveeWoman on November 26, 2012, 12:05:41 PM
At that time, she was an average person but she was an average person who was sick and taking cold medicine which makes her more sensitive than she normally is.