so, i work at a mid size coffee chain in SoCal. i have my fair share of nightmare customers, and in most cases, our company generally shares the belief that the customer should be treated with more respect than the employee. they claim progressive values, but consistently discourage employee communication, etc etc.
so here’s the situation:
a known difficult semi regular customer approaches, (condescending, never tips, consistent mostly insignificant complaints, everyone groans when he approaches type of customer) i’m going to call him R and i’ll say that i’m C. for context customers aren’t allowed inside, not sure if that matters but.
R: i need to talk to the woman who made this.
C: i’m sorry she’s busy and doesn’t speak english anyways. what’s the issue can i help you?
R: every time i order here i have a problem
C: what’s the issue? how can i help your
R: i shouldn’t be having an issue with this food every single time i come here. i’m a paying customer.
C: what is the issue? how can i fix it?
R: the mayo is missing.
C: do you want this refunded or remade?
R: why are you trying to shoo me away? you shouldn’t be talking to me like that i’m a paying customer
C: please just answer the question refund or remake
R: i want this remade
C: ok great i’ll have it remade please step to the side so i can help the other customers
R: don’t try to fucking get me out of here you’re having a bad day talking to me like that when i’m a paying customer
C: dude please just fuck off to the side so i can help others and you’re gonna get your sandwich
proceeds to help other customers. asks coworker to square away the refund since i will not be dealing with the customer anymore. coworker proceeds to help him, meanwhile the customer is talking shut about me loudly pointing at me, saying i’m a bitch, saying “you don’t know who i am” , loudly complimenting the coworker helping him saying you’re so much better than her etc etc. i shouldn’t have done this but. i did say to him “it can’t be quantified how little of a shit i give about you and your fucking sandwich.”
anyways. coworker takes out the correct one. coworker says i’ll take the wrong sandwich back. customer says “no i was going to feed it to my dog” coworker says no i’ll just take it back. customer says oh well i spit in it anyways.
i’m running a drink to a customer and the one mentioned above corners me and says aggressively “you’re so brave talking shit in there what’s your name ???? can’t talk to me out here?” i ignore and go back to work.
he emails the company, and now i have a meeting later that i’m certain i’ll be getting let go for and i’m not sure how to proceed. i say i’m certain because our manager has misogynistic tendencies and doesn’t really like me very much. i want to stand my ground and not get fired in a way i can claim unemployment basically is what i’m asking here. how do i apologize without actually apologizing. also if you guys think i’m just bat shit insane for the situation you can let me know too!