Should I "tattle?" Advice Needed!

[Rose2Bear]

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 

[platys]

I wouldn't necessarily "tattle" to the manager at this point.  However, you can take your coworker aside after an incident and try to coach her a bit - like "You know, when people say that they ordered a medium, and we know they didn't, we're supposed to just give them the medium.  It's not worth the hassle, you know?"  I don't know how open she'd be to coaching like that (I do that a lot at work, but I'm really senior, so people take it from me. ).   

[Clara Bow]

I think I'd let it go. You're not responsible for her behavior and you're not going to be the one called out on the carpet if she shows her butt with customers.
Instead I think I'd try to intervene where I could, maybe stepping in and "taking over" a customer when she starts to lose touch with her happy thoughts...the pay off is twofold. She doesn't eat them alive and you may very well get some ups on your interpersonal skills.

[Adah]

It sounds like you are still miffed about your low score on customer service and are looking for ways to make others look worse than you so as to elevate yourself in the eyes of your manager. I'd let it go and concentrate on your own customer service skills.

[ZipTheWonder]

No, absolutely not.  You will appear to be 'tattling' on a co-worker for the very thing highlighted in your review.  Spend your energy trying to improve your own skills and let your supervisor deal with your co-workers' problems....or not.  But, don't let it concern you or you risk appearing immature and unable to handle criticism without trying to deflect it to others.

[EvilAlice]

Absolutely say nothing.  It will look just like you think it will look, and besides it's your manager's job to know about and handle these issues.  I'm kind of amazed that the customer didn't ask for a manager on the spot.  I would have.

I have nothing but empathy for customer service people who have to deal with the general public day after day- I did it for years.  But I'm not going to sit there and take a snotty attitude like that either.  Indifference, I can deal with.  But

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.

Oh, no.  The manager WOULD know about this.

[Pixie]

No, absolutely not.  You will appear to be 'tattling' on a co-worker for the very thing highlighted in your review.  Spend your energy trying to improve your own skills and let your supervisor deal with your co-workers' problems....or not.  But, don't let it concern you or you risk appearing immature and unable to handle criticism without trying to deflect it to others.

I totally agree with this.   Tattling could make you look far worse than the behavior you're tattling about.  It usually backfires, so I would try to avoid it.

[Rose2Bear]

Thanks for the advice guys! (Sorry it took me awhile to write back my internet went down!).  I defiently don't want to look like a suck up or a tattler so I think you're right.  I'll try to intervene next time I see it happen, but she has been with the company longer than me so it's not like I have any senority over her or anything, but I think a subtle intervention if she starts to get snarky with a customer would be OK.

[CrayonOutlines]

How about this?

You approach your manager and say that you've been thinking about it and would like to review customer service skills.  Then say that maybe everyone in the store could redo that training since it's so important and it never hurts to have a refresher course. 

That way, there are no sour grapes, there's no tattling, and you come across as an employee who's trying to improve her performance.