Customer Service Doesn’t Come Naturally
Hidden Obstacles to Serving Customers
The cashier at the fast-food restaurant scowled as I handed him my payment. He looked at the $5 bill I’d given him, glanced at the $4.05 displayed on his register, and then looked back at me asking, “Don’t you have a nickel?”
“Sorry,” I replied. “All I have is that $5 bill.”
The cashier heaved a tremendous sigh, looked me in the eye, and said, “I hate people like you.”
I stood in stunned silence while he counted out my change from his cash drawer and slammed the coins on the counter. “There,” he said. “Now you have some cents!”
I was speechless and embarrassed. ...