So I have an issue at work which I could really use some adice/opinions about.
Last month at my biannual review, my employer gave me a 1 on my customer service skills. 1 is the worst, 3 is the best. While I admit I can sometimes be short (the word she used) with people, sort of like "get to the point, get in, get out," I do not think I am by any means rude and deserved the 1. But my manager rarely works with me so if she happens to catch me on a bad day, which she has, then I suppose that is her only impression. Yes, I should be on my best behavior all the time, especially with the boss, but we are all human. However, while I think it was unfair of her to give me a 1, I am trying to get over it as the rest of my review was really good.
Here is where the advice comes in. There is another employee who as a co-worker and a person I like very much as she is really nice to all her co-workers. However, for some reason she is REALLY rude to customers. I have witnessed MANY exchanges where she SHOULD have just smiled and carried on with the customers requests, no matter how ridiculous, and then if she wanted to vent about it later, fine. Instead, though, she takes on very nasty tones and is definetly rude to their faces.
Well, today I saw an all-time low. A customer ordered a small chai. She made him a small chai. He said "I ordered a medium chai." She said "No you didn't, you ordered a tall and that is what you get." Of course he got a little defensive and said "NO I ORDERED A MEDIUM." He did, in fact, order a small as I ran him up, but when this happens (and it happens quite a bit) its easier to just say "ok" and either adjust the drink if possible (in this case all she had to do was pour in some more milk) or remake the drink. However, she was taking on a really really nasty tone and giving him this "you are such an idiot look." I really didn't understand why she was making such a big deal so I think I just stood there with my mouth open. The guy said to her "I am just trying to politely get the drink I wanted" (a little PA of him cuz he wasn't saying it in a polite tone) and she was like "well I am POLITELY trying to tell you that you don't know what you ordered but WHATEVER I'll remake it for you." So she added more milk in a dramatic, huffy way and he went on his way.
I really really think the way she acted was totally out of line. During my interview, one of the things my manager said I need to work on is not being afraid to speak up when I see things that are problems. However, I really like this girl and I don't want to snitch or "tattle" because maye it will seem that I am being bitter about my poor customer service review score. I guess that's sort of true though becasue I would be REALLY angry if she got a higher customer review score than I did.
so here's the ETIQUETTE QUESTION:What should I do in a situation like this? Should I let it go even though this isn't the first time this has happened? (Its more like every shift) Unfortunately the manager doens't work with her that much seither o she may or may not know about this girls attitude. If I should say something to the manager, what should I say? Our manager isn't very good at dealing with people herself, so I am afraid she would be stupid and tell the employee that "Rose2Bear said...."
Thanks for letting me vent and I look forward to advice cuz I could REALLY use some right now