We purchased two soft ice creams for $8.37 and requested a cup of tap water, for which we were charged $0.25. We briefly commented that we were disappointed to see customers being charged for a cup of tap water after making a purchase. We specifically explained that our concern was not directed at the employee personally, but rather at the store's customer-service policy.
Unfortunately, instead of acknowledging our feedback or simply explaining that the charge was store policy, the employee responded in an argumentative, rude, and confrontational manner. He stated words to the effect of, "I am studying business and know what customer service is. We won't lose money by wasting a paper cup for such requests."
What concerned us most was not the 25-cent charge, but the way the employee chose to speak to customers who were expressing a simple concern. His comments about his academic background were irrelevant to the situation, and his manner made the interaction unnecessarily unpleasant.
A professional response could have been as simple as explaining that the charge was company or store policy and that he was not authorized to change it. Instead, we were met with defensiveness and an inappropriate attitude.
Customers should be able to provide feedback safely without being spoken to in an aggressive or dismissive manner. I believe this employee's conduct fell well below a reasonable standard of professionalism and customer service. read more
