I work for a Tim Hortons store and for the most part I am content with the job. But I feel there are a few things that need to be addressed to the grouchy customers who never seem to be pleased. I hate my job when people like that come in, and yes, I fume about it for a few hours after you leave.
In my opinion I give excellent customer service, I am nice to all the customers even if they are yelling in my face I am fairly good and getting orders right but sometimes I make a mistake and have to fix it. I think the mindset of some customers is that "server" means "servant" and we have to cater to your every single need. That if we don't get every demand they have in a quick enough time or as perfectly as they want it that they have the right to scream in our faces or call us "stupid" or say we "can't do anything right". To people that say that kind of thing to ANY server is just wrong. We aren't your slaves, don't treat us like slaves.
If there is a line up that is moving slowly in the store, usually the employee is just as pissed off as you are because usually a slow moving line means they are working alone and understaffed (not their fault). They are under pressure to take the order and make the order for each and every customer.. and a lot of the time the order is fairly large with donuts and drinks included. Funny thing is, people in the line usually aren't sympathetic for the employee, they just think that they are slow and stupid and can't get the job done. There are times where I have been bombarded customer after customer by complaints about how slow the line is moving and have had insults thrown at me. After a few hours of this, do people really expect the employee to be happy-go-lucky and ready for the next a**hole to scream at them?
Last thing I want to address is the abundance of customer complaints, and scarcity of comments. For my store, we are probably the fastest, cleanest, and nicest in the province, yet we still get more complaints than comments. I think the reason is that good customer service doesn't get you any reward or respect because the ONE time you have a bad day, or something happens, that's when people take the time out of their day to write a comment and send it to head office. I am sure that for most customers their experience has been a good one. If people want good service they should reward the employee that gives them good service. In my opinion that would motivate them to keep up the good job. Or at the very least, give them constructive criticism.. like "I think that your store could be a little bit faster if you..." "I like your coffee but maybe you can change..."
Don't just be like "I was in the line forever! Your employees are so slow".
Thats the end of my rant... my job isn't all that bad, because there are the few regular customers who are always nice and respectful who make my job worth it.
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