What are my rights as a worker if I cuss out a customer while not on the clock?

Question

Earlier today I had a customer yelled, cussed, and insulted at me beyond imagination over the phone. I work at a college bookstore and she was getting mad at me at why we mark books as required when they aren't really so. I wanted to tell her to shut the **** up since the professor is the one that tells us to list the books and materials as so, and some times professors exaggerate on the materials that they want or they just want to make a profit since they were the one that wrote those textbooks. I was honestly trying to best explain to her about the procedures that take place in a college bookstore. I honestly do not get paid enough to deal with people like her. I have her phone number and I want to yell at her back while I'm not on the clock, what are my rights as an employee if I do so? What can she complain to the manager about? The fact that a normal citizen is going ape on her?

Answer 1

You can be charged with harassment, a criminal complaint.

You can also be fired because you are using information obtained in the course of your employment for an illegal purpose.

I would suggest that you never, ever take a job working with the public, because based on this question, you can't deal with rude people, and that is part of the game.

Answer 2

Listen to Big Bobby's advice; he knows what he's talking about. What she will complain to your manager about is that an employee of the book store used her personal information (phone number) to harass her after hours. You would not be privy to that information were you not an employee.

I know it's frustrating having to deal with people like that, but anything you do to retaliate is most likely going to cost you your job. If you were fired over an encounter with her, then she would win, wouldn't she? And, you don't want that! So, just try to forget it and move past it.

For any future incidents like the one you described, I've learned that the quickest way to calm an angry customer is to try to relate to them by acknowledging their complaint as valid - even if you think the complaint is ridiculous. That way they don't view YOU as their opponent - instead, they view you as their ally and are usually more cooperative.

Next time, I would say something like, "Ma'am, I completely understand your frustration. I wouldn't want to have to spend my hard earned money on books I felt were unneccesary either. However, the professor of the course is the person responsible for determining which books are required for their classes. So, if you'll give me the name of the professor, I'd be happy to transfer you to the appropriate extension so you can get this issue resolved."

Never mind that their issue probably isn't going to be resolved. At least by transferring them, you'll be rid of them.

If they then continue to insult you, you should simply say, "Ma'am, I'm going to put you hold for just a moment while I find someone who can better help you." Then, I would put them on hold, even if they're still talking, and I would let your manager handle it from there. Your manager should be the one to deal with the verbal abuse, not you.

Answer 3

Just let it go! of course if she comes back to the bookstore
act like it never happened. if she is polite ....great but if
she decides to tear into you again, why take it? Just explain
that she is rude crude obnoxious, not allowed in the store
anymore, and lots of luck with your courses since you won't
sell her the books. then see if she grovels a little.
the truth is your better off yelling back at her while you are on the clock, crap behavior is not acceptable in many places
why should you tolerate hers?

Answer 4

Since you did not say anything over the phone to her like "shut the f*** up" then she can only tell about your rudeness, ineptness yet as to the markings it was told to you by your prof. so I think you're all covered. Anyway you can say that she has degraded you and you can charge her with slander and oral defamation.
Next time write in a large board for all to see " Listing not required as said by (her name). that way I think you'd even up with her.

Answer 5

I f you deal with the public, you have to be respectful and polite at all times.

Answer 6

you can be charged with phone harassment. and you could lose your job. you need to talk to your boss about this. you should have told her to hang on and put the boss on the phone. maybe you can get her for phone harassment. check it out.

Answer 7

you own fault