I stopped by this Citizens at the suggestion of another customer after receiving a fraud alert last night. The wait time for Citizens' phone support has been over 60 minutes all day. So I figured I'd try my luck here as I'd heard they do card replacements on site.
I arrived at about 4:30pm on a Wednesday, assuming they were likely open until 5. I discovered pretty quickly that they actually closed at 4. Well, I felt pretty silly. Was it a big deal that they were closed? No. Was I frustrated that they were closed? Yeah, after all, I'd have certainly taken care of this over the phone if I'd been able to get through. Was I kicking myself for not checking their hours? Of course.
So I'm walking back to my car, silently fuming, as a young woman with a Citizens name tag on walks past me toward the building.
"We're closed!" she exclaimed gleefully.
"Yes, apparently." I said back to her.
"Going home to our families." she said back, with a needlessly condescending and self-satisfied tone, to which I simply replied "Enjoy."
Like, was any of that necessary? I was already walking back to my car, having found out they were closed. Like, it costs absolutely nothing to just not be a jerk, and yet this woman felt the need to do so.
As a person who works in customer service, I get it, at the end of the day, I wanna go home too. But purposefully seeking out an excuse to be rude is just something else.
Y'all really need to re-evaluate your work culture if this is the kind of mean-spiritedness it's producing. read more