Listen To Yourself Not Listening!
(We only have three staff on at this point in the evening. I’m the only cashier, and, as such, I’m working the front and drive-thru. I have just taken a couple orders in drive-thru and am now taking orders for the front counter. Halfway through taking a front order, my headset goes off. Note, the other two staff members are unable to help, as they are also busy.)
Me: “Welcome to [Restaurant], I’ll be with you in just one moment.”
Customer: *clearly not listening* “Can I please have a—”
Me: “I’m sorry; I’ll just be with you in one moment.”
(I turn the volume down so I can pay attention to the customer I’m already dealing with. I finish with them and go back to the drive-thru.)
Me: “Thank you for waiting. How may I help you?”
Customer: “…with a large fry. Did you get all that?”
Me: “I’m sorry, I didn’t. I was with another guest, but I’m free to take your order now.”
Customer: “Then why did you say you were going to take my order if you weren’t going to listen?”
Me: “With all due respect, I politely informed you that I’d be with you shortly, twice. But now that I’m free, I’ll be more than happy to take your order.”
Customer: “Well, I shouldn’t have to repeat myself. You should have been paying attention like you said you were.”
(She ended up repeating her order, but she wasn’t happy about it.)