So this morning was great up until I had to deal with one of the rudest customers I have ever dealt with. What happened still doesn’t justify what I did. I did what we all want to do on occasion, but what we should never do. I called a customer an asshole.
As some of you may already know, there is an iPhone application that allows you to load your registered Starbucks’ card information to it, so that the card can be scanned from your mobile phone. You would think that because of this new app, corporate would incorporate training to teach us how to navigate the application to make the process easier for both us, and for customers. Unfortunately this hasn’t happened, and myself and my fellow baristas were unprepared when people came in with questions about the new app. I did my best to try to help customers, I even searched through the application briefly, on a customer’s phone. Yesterday the application didn’t work when I scanned the bar-code, however I was able to enter the card’s numbers to ring customers up.
It was fairly slow when a well-dressed man in his mid-thirties entered the store. He appeared somewhat agitated already, when he approached the counter. He rapid-fired his order — two quad espressos in Grande cups. Because it was slow, my shift-supervisor, who was on bar heard the order, and I didn’t have to write on the cups. He then asked me about the app. I told him that I didn’t know how to use the app, but that if he pulled up the card info, that I could enter the card’s numbers to make the purchase. He then asked me if the manager was present, and I said he wasn’t. Before I could say anything else, he cut me off and asked for the manager’s name, and my name. At this point I felt personally attacked. I give exceptional service, and I am always polite. I bite my tongue when people are rude to me, and I try to meet their needs.
He proceeded to berate me, telling me that it was unacceptable that I didn’t know how to use the app, all while giving me his visa. I clamped my mouth shut, ran the transaction through, and he continued. He said that there should be training here at the store to teach us to use the app, and asked for our store number. When I couldn’t keep my mouth shut any longer I said, “Well, you don’t have to be such an asshole about it.”
My blood was boiling, my face was hot, and I was close to tears. I was so upset I didn’t want to deal with him anymore, or anyone else. I couldn’t believe my word vomit. He said, “WHAT’S. THE. STORE. NUMBER.”
I asked A (my shift) to give him our store number. She was working with another customer behind Rude Guy, but gave him the store number and apologized to him before he left.
Just as he was leaving, more customers entered the store, and I had to put on a big smile and take their orders. I felt my voice shake, but I tried my best to hide it. After the rush died down I was sent on my ten minute break. I burst into tears the second I was safely in the backroom.