I have extensive experience in customer service, having worked at coffee shops, retail stores and, currently, a call centre—meaning that I know how rotten those kinds of jobs can be. The pay is bad, benefits occasionally nonexistent, and nowadays it’s harder to work your way up the ranks. Plus you have the emotional labour of having to put on a smile while the occasional irate customer, justifiably or not, rants at you.
So how do you go about addressing poor service while recognizing that those folks probably aren’t having a good day themselves and without getting them in trouble and risking them losing their only source of income?
I ask because, over the last couple days, the service at the Tim Horton’s near my work has just been bad—incorrect order taken down and/or getting lost in the shuffle of a rush, staff frequently confusing one item for another, super long wait times, etc. How do I get them to be more on the ball without being That Freaking Customer?