Should Know EVERYTHING On Day One

, , , , | Right | August 13, 2018

(I am a high school student and I just got my first job ever in a music and movie store. It is my first day and all I have done so far is read the employee manuals. The next step in my training is to watch some training videos. I am doing this at a station with a little computer near the back of the store, because that is the only spot we have to do this. I am standing there with headphones on, watching the videos, when a customer comes up to me.)

Customer: “Excuse me. Can you tell me where the country CDs are?”

Me: “I’m sorry; I just got hired. I am still in the middle of training.”

Customer: “Well, can you show me where the CDs are?”

Me: “I don’t know where anything is. I can’t help you.”

Customer: *getting angry and raising her voice* “Just show me where the CDs are.”

Me: “I don’t know. Maybe another employee can help you.”

(She then storms off and I go back to watching the videos. I don’t think much of it until some time later when the same customer comes back with my manager. She is angrier than before and yelling the whole time.)

Customer: “This is the employee who refused to help me and was rude to me. “

Manager: “Why didn’t you help her?”

Me: “I’m sorry, but like I said, I am still in training and don’t know where anything is yet. That’s why I said someone else would have been better able to help you.”  

Customer: “Well, you were the only employee I saw, so you should have helped me.”

Me: “Again, I’m sorry. I just wouldn’t have been much help.”

Customer: “That doesn’t matter. I am the customer and it is your job to help me. You won’t last long in this place.”

Manager: *to customer trying to calm her down* “I am sorry about this. I will make sure [My Name] doesn’t do something like this again. We’ve already helped you find your CD, so why don’t we go ring your things up? I will talk to [My Name].”

(The customer continued to yell about how I was a bad employee and didn’t deserve this job. She refused to calm down. The manager got her away from me as quickly as possible, and as soon as I was out of her sight she got calmer. Because of this, my manager didn’t kick her out, but let her purchase her things first before escorting her out of the store. Later my manager came over to me and apologized for my having to deal with such a customer on my first day. She also talked to me about how to better handle situations like that and told me to not take it personally. Thankfully, that one customer didn’t deter me from working there, and I had a great year and a half in that job until I left for college.)

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