how the scuffle went down - a customer service story

impetus · 05-15-2003, 11:34 PM

Today as I went into work (Best Buy, BTW), as I was exiting the break room to hit the sales floor, I saw another worker (we'll call him "Bob") coming in looking distressed, followed by a ratty looking dude (you know the type - tall and skinny, thin facial hair, wife-beater shirt). Anyhoo, didn't think anything of it. then I hear someone yelling some naughty words. I go to check it out. Ratty has followed Bob into the break room (obviously a no-no) and is arguing with him (turns out he apparently knew Bob before on bad terms and happened to see him at work and decided to make a scene). I rush in, tell Ratty to leave the store. Another worker, "Tom", hears the commotion, also rushes in and it seems everything is cool. Ratty seems to calm down a little, though he is still yelling (very loudly shouting the F word repeatedly, so half the store can hear). He hits the door with his fist, and blood squirts out. (Dunno exactly how it happened). Then he lunges at Bob. That's my call to action. That's when I grab Ratty to restrain him. (Not hitting him or anything, just forcing his arms down). He was actually a lot bigger than me but I kept him down. At that point the manager/security came in and escorted Ratty out.

But it was kind of funny, while Ratty was jumping around screaming, he dropped his glasses and someone (I think it may heve been me) stepped on them.

Now here's the deal: It is very much against policies/rules/etc to physically use force on a customer, but if I hadn't he would have likely started something much worse. I feel like I did the right thing, what do you guys think? Keep in mind I have no idea why he was mad or what's in those guys' pasts (Ratty mentioned something about "I want my $500" Could have been Bob's dealer, who knows?). Also, I was in uniform and on the clock. But anyhow, you come into my store where families shop and start yelling the F word, you're outta line, regardless. So eat it.

*That Matt Guy* · 05-15-2003, 11:51 PM

I can't believe you were able to restrain me.

Pepzi · 05-16-2003, 03:58 AM

lol, funny story, so what did u get the sack? because that would just suck majorly... although same situation happen at my work and he got fired (probly because he broke the customers nose) they were trying not to fire him but meh what can u do...?

impetus · 05-16-2003, 11:59 AM

No, I still have my job. AFAIK no one (who would care) actually saw me grab the dude.

*The Defibrillator* · 05-16-2003, 12:04 PM

lol. I work at Baskin Robbins and the worst thing that has ever happened to me is, this british lady yelling at me cuz she thought that the Cherries Jubilee tasted like it had been freezer burnt.

~~Tokka-B~~ · 05-16-2003, 02:02 PM

Nah, I'd let him fight with Bob until security comes in...it wasn't any of my business to eavesdrop on other's problems, and the fact that I wouldn't wanna touch is grimy body with my hands..

Pepzi · 05-16-2003, 04:41 PM

Quote:

Originally Posted by impetus

No, I still have my job. AFAIK no one (who would care) actually saw me grab the dude.

lucky you...

Casey Jones · 05-17-2003, 09:44 AM

i think you did good. the guy may have been justified by wanting to have it out with "Bob", but that wasn't the time or place for it. also, you didn't attack him, you just restrained him to keep the scene from escalating. if you hadn't done that things could've gotten pretty ugly.

05-15-2003, 11:34 PM	#1
impetus Stone Warrior Join Date: Apr 2003 Location: Kansas City Posts: 978	how the scuffle went down - a customer service story Today as I went into work (Best Buy, BTW), as I was exiting the break room to hit the sales floor, I saw another worker (we'll call him "Bob") coming in looking distressed, followed by a ratty looking dude (you know the type - tall and skinny, thin facial hair, wife-beater shirt). Anyhoo, didn't think anything of it. then I hear someone yelling some naughty words. I go to check it out. Ratty has followed Bob into the break room (obviously a no-no) and is arguing with him (turns out he apparently knew Bob before on bad terms and happened to see him at work and decided to make a scene). I rush in, tell Ratty to leave the store. Another worker, "Tom", hears the commotion, also rushes in and it seems everything is cool. Ratty seems to calm down a little, though he is still yelling (very loudly shouting the F word repeatedly, so half the store can hear). He hits the door with his fist, and blood squirts out. (Dunno exactly how it happened). Then he lunges at Bob. That's my call to action. That's when I grab Ratty to restrain him. (Not hitting him or anything, just forcing his arms down). He was actually a lot bigger than me but I kept him down. At that point the manager/security came in and escorted Ratty out. But it was kind of funny, while Ratty was jumping around screaming, he dropped his glasses and someone (I think it may heve been me) stepped on them. Now here's the deal: It is very much against policies/rules/etc to physically use force on a customer, but if I hadn't he would have likely started something much worse. I feel like I did the right thing, what do you guys think? Keep in mind I have no idea why he was mad or what's in those guys' pasts (Ratty mentioned something about "I want my $500" Could have been Bob's dealer, who knows?). Also, I was in uniform and on the clock. But anyhow, you come into my store where families shop and start yelling the F word, you're outta line, regardless. So eat it. __________________

05-16-2003, 03:58 AM	#3
Pepzi Hench Mutant Join Date: May 2003 Location: Sewer Posts: 420	lol, funny story, so what did u get the sack? because that would just suck majorly... although same situation happen at my work and he got fired (probly because he broke the customers nose) they were trying not to fire him but meh what can u do...? __________________

05-16-2003, 11:59 AM	#4
impetus Stone Warrior Join Date: Apr 2003 Location: Kansas City Posts: 978	No, I still have my job. AFAIK no one (who would care) actually saw me grab the dude. __________________

05-16-2003, 12:04 PM	#5
The Defibrillator Mad Scientist Join Date: Mar 2003 Location: Dee Eff Dubble You Posts: 1,631	lol. I work at Baskin Robbins and the worst thing that has ever happened to me is, this british lady yelling at me cuz she thought that the Cherries Jubilee tasted like it had been freezer burnt. __________________ My newest signature.

05-17-2003, 09:44 AM	#8
Casey Jones Thug Join Date: Mar 2003 Posts: 76	i think you did good. the guy may have been justified by wanting to have it out with "Bob", but that wasn't the time or place for it. also, you didn't attack him, you just restrained him to keep the scene from escalating. if you hadn't done that things could've gotten pretty ugly. __________________ Close the world. txEn eht nepO. "Barf out! Adolescent irradiated Samurai Rats!" Night Shade on NES

05-15-2003, 11:51 PM	#2
That Matt Guy Honey Bunches Join Date: Jan 2003 Location: Lone Star State Posts: 5,840	I can't believe you were able to restrain me.

05-16-2003, 02:02 PM	#6
~~Tokka-B~~ Banned Join Date: Nov 2002 Location: The Lost Sewer Posts: 1,829	Nah, I'd let him fight with Bob until security comes in...it wasn't any of my business to eavesdrop on other's problems, and the fact that I wouldn't wanna touch is grimy body with my hands..