I have just left a department store and am a couple of metres from the entrance when there is the sound of the door security alarm going off. I stop and turn to make sure it wasn’t me that set it off, but I am too far away to have done so. There is a man in shorts and a T-shirt who has stopped between the sensors with a staff member approaching him, and there’s another worker at the service counter who looks to be a manager.

Manager: “Check that guy.”

Man: “I don’t have anything on me.”

Worker: “He’s not carrying anything. Why would it go off?”

Manager: “Because he stole something, that’s why. Check him.”

False accusations are highly illegal. The man is outraged but holds his anger.

Man: “You can’t accuse me like that.”

He holds out his hands to show he’s carrying nothing.

The manager ignores him and again tells the worker that he has to have hidden something to set the alarm off and that he will call the police.

The man is pissed.

Man: “I have not stolen anything and will prove it.”

He undoes the front of his shorts, drops them, and steps out of his shorts in just his T-shirt and underwear.

Man: “Come on, search me. You call the police and I’ll be pressing charges.”

The manager turns and quickly goes back into the store.

Man: “Yeah, gutless wonder, run away.”

He put his shorts back on and gave the gaping worker a death stare before stomping off.

Where I work, there are different departments and each one has a register and bagging station, and a separate desk behind that area for hold orders and folding clothes. Departments are often worked by single employees who have to leave the station to answer questions, find items in back stock, clean fitting rooms, or check on customers. It is pretty standard for people to stand at the register to wait for an employee. It is also common for people to place their items on the folding desk while talking or texting on their phone. Granted, there are no signs directing customers to stand at the register to wait for help.

I am taking a customer phone call, which has me looking for items on the floor and in back stock, to put on hold. As I am returning, I notice a lady with her items on my folding desk, nowhere near the register, texting away. I end the phone call and start to process the hold. As I am working, I can clearly see the lady on her phone, and she is not even looking my way. I barely finish processing the hold when the phone rings again and I answer.

Me: “Thanks for calling [Company]. How can I help you?”

Customer: “Really?!”

Me: “I’m sorry, could you please hold?”

I turn to the lady behind me.

Me: “Excuse me, ma’am?”

Customer: “I was waiting for you to get off the phone to take care of me and you just ignored me.”

Me: “I am sorry, ma’am. When people are on their phones, I assume they are not looking for my help.”

Customer: “Well, I am!”

Me: “Okay, how can I help?”

Customer: “Never mind. You are too busy to help a customer.”

She walked off in a huff. I realize that anticipating a customer’s needs is a part of good customer service and I should ask if you need my assistance, but when I am already immediately assisting customers, even if it is on the phone, you need to at least show some effort in getting my attention and let me know you need assistance.

Customer: *Obviously upset* “Your machine ripped me off! I was supposed to get twenty-nine cents and it only gave me twenty-four!”

I look at the four pennies and one quarter in his hand.

Me: “Sir, that is twenty-nine cents.”

Customer: “No, it isn’t! Your machine ripped me off!”

Me: “Sir, a quarter is twenty-five cents.”

I can see the realization on his face.

Customer: “Oh, f****** h***!”

Me: “Don’t worry. It’s still early. Try to have a good day.”

I am shopping in a discount department store when there’s a big commotion in one of the aisles. There’s shouting and some crashing sounds, and I see an employee on the floor. I try to stay out of it as a crowd of customers forms gawking. All the employees rush over to the aisle to control whatever situation has sprung up. I have no medical or security training of any kind, so I would be of no use to anyone.

The department phone rings as I am walking by. Knowing no one will be able to answer it, I pick it up and attempt to be helpful.

Me: “Sporting goods, this is [My Name].”

Caller: “Hi, I was just wondering if you guys sell any ski masks.”

Me: “You mean like a balaclava, the full face hat with the holes?”

Caller: “Yeah, that’s the thing.”

It just so happens that these are visible on the shelf from where I’m standing.

Me: “Yes, of course. We have a few different sizes and colours here.”

Caller: “Perfect, I’ll come by now to pick some out.” *Hangs up*

Not sure if it was wise to take a call when I had no idea what I’m doing. But I knew that no employee would be available for a bit, and I just wanted to help them out during a clearly crazy moment.

I am stocking shelves with my back to the store and don’t realize a customer has walked up behind me and asked something. She gives a little “ahem” and I turn around immediately.

Me: “Oh, hello! I’m sorry. What did you need?”

Customer: “Excuse me?! Well, nothing now!”

She turns to walk away.

Me: “I’m so sorry; I didn’t see you at first. Was there something you needed?”

Customer: “There was, but I don’t want it now! I can’t believe this!”

She walks back to her companion, takes the item he is holding out of his hands, and puts it on a nearby shelf. Then, she walks up to my manager, and I overhear what has to be the most sarcastic complaint ever. 

Customer: “Oh, I am so sorry. Can you please tell that girl how absolutely sorry I am that I interrupted her very important work with my little question? I cannot believe I would do such a thing and she was obviously oh, so busy that I’m just so ashamed I even thought of asking anything!”

With that, she grabbed her companion and they walked out, her companion looking thoroughly confused. My manager walked up to me and asked what had happened, and even when I explained, she still gave me a verbal warning for not being vigilant enough! I really hated that boss.