Wanna See Me Pop A Cork???

I really don't like to lose my temper. It gets ugly --FAST! And I've reached a place in my life, where I rarely do lose it. However, some things are just guaranteed to light my fire. I am guaranteed to get angry if I see or hear someone being mean to a child or a handicapped individual. I will absolutely blow my top if I know someone is being abusive to anyone or any animal.

One of the things that will make me angry is a rude customer service person. I encountered one on Sunday night after service.

Sir Nottaguy-Imadad and I went to the local Kroger store to pick up a few things before going home. Not much, just some milk, potato chips, ice cream--you know, the essentials. I got in the only line that was open besides those blasted U-Scan lanes. There was a lady being checked out, a young guy in front of me with 2 or 3 things, and then us, with our 2 or 3 things. ALL OF A SUDDEN--the cashier hands the lady that she is checking out a Lane Closed sign, and tells her to "put it on the belt, because she's not waiting on anybody else. She gets off work in 15 minutes."

Now, I've been in direct customer service for a LONG TIME! This is an absolute no-no unless your manager is closing you for some reason.

The young guy in front of me, backs out and heads for the U-Scan lane. Me??? Oh, I'm waiting in line. The cashier looks up at me and tells me that this lady is her last customer and I will just have to use U-Scan.

I looked at my husband, and told him to watch the cart, while I go find a manager. (As you can tell, I'm not at all confrontational.) I marched up to the Customer Service desk only to find that there are no managers there at this time, only a shift leader who looks like he's about 20. I explained what just happened, and he tells me that I'll just have to use U-Scan because there won't be any other cashiers opening lanes.

By this time, I've gone from a little irate to full-head of steam. I explained to him, that I will not use U-Scan. If I'm going to have to pay full price for my groceries, one of their employees will check me out and bag my groceries. If I want to go self-service, I expect BIG discounts in prices. I, also, explained that I would be leaving my cart with ice cream and milk in the aisle and they could put it away. AND that I would be contacting their head manager.

I retrieved my husband, who was looking at the chips and ice cream with great longing, and we left.

I think I've finally gotten myself under control enough to talk reasonably to the manager. I'm, also, going to let him know that I have blogged about the incident. I suspect that the fear of a little Internet pressure, might go a long way towards helping them reinforce GOOD customer service skills to their employees.

Update: I talked with the store manager this evening. He apologized profusely for the poor service I received. He was able to identify both employees that were involved and informed me that they would both be receiving written counselling on the event. (The young shift leader lied to me about no managers being available.) The manager, also, appreciated my take on the U-Scan lanes and said that he would bring that up at the District Managers' meeting the beginning of May. He thanked me for coming in person to present my complaint, so that he has a face to recognize now, and that he would be checking with me about future service that I receive. All in all, I feel much better now knowing that things will be handled properly.