Store associates rude to each other in front of customers. What do you think?

Question

I worked at large department store . When a customer ask me a question. I'll bring three instances.
No 1. A customer ask me where an item is. Another asscate says ( about me) "He doesn't know nothing." Than draws me away.
No 2. Another customer ask me a question. Another assocate answers it before I could say any thing.
No 3. The customer ask me about a product. I tried my best to answer. Than suddonly, another associate "Says he doesn't know nothing." Pulls that item out my hands.
Each time I look at these customers faces. They did not look too happy.
Well, if I Can't answer their question than I would lead them to some one who can. I don't claim be a mister-know-all but I'm not totally stupid. Also you don't want customers to get bad impressions and make more afraid to come back.

No commission was involve.

Answer 1

You should take the associate aside and speak to them privately, in the back room or after the store has closed for the evening if you are a closer. Then discuss your feelings with them. If they refuse to talk to you privately then your only choice is to tell a manager who then can talk to the associate since that associate refuses to speak to you. The worst thing you can do is to not talk to the coworker about it because you don't want to stir up trouble and let these feelings stew inside you with no outlet.

Answer 2

Do not wait for the store to close. If rudeness is done publicly, it must be handled publicly. Do not be rude to the associate. A simple "excuse me, stop being rude in front of our customers, our job is to give them a positive experience, and you are doing the opposite right now" could help. The presence of the customer is very important while you are standing up for yourself. You not only have a witness in case the associate go nuts, but also a power leverage. Be firm when you say it, and immediately after you are done , go right back to helping the custormer, as if the rude associate was not even there(As I was saying....). That way you are controlling the situation. If that does not work, immediately report it to management. Don't forget to continue increasing your knowledge of things , and keep giving great customer service.

Answer 3

I am astonished - as you say if you do not know the answer the professional response is to find someone who can - preferably by leading the customer to him or her if not too far away.
What you describe brings the whole store into disrepute and should be punished by the management if they had any sense.
I am also concerned that you seem to think that the statements are true - doesn't the store train you?

Answer 4

I would blame management for poor customer service. All service reps should be required to provide proper customer service. Unfortunately, many people have no concept of proper service. This is evident just about every time I set foot in a department store or eatery. Service is of utmost importance to me and I will pay a premium for it. The examples you gave would prompt me to leave the store without hesitation. Someone should stop handing out "dumb drops" to store personnel!

Answer 5

Sounds like management needs to re-train their sales force.

Seriously... as an ex-department-supervisor... if I overheard that, I would intervene and apologize to the customer for the associate's behavior, and there would be a write-up.

Answer 6

It is very unprofessional and needs to be brought to managment attention.By any chance is this job commission.If so lots of comission workers are cut throat type of people.I've even witnessed a physical fight break out one time over who would get the customer.Both got fired luckily.

Answer 7

I would tell him very quietly when you two are alone, that the next time that happens, he'll find that his windshield has been shattered. I've actually looked a guy in the eye and laid it out to him. You have to get their attention.
I also agree with what "Liberty" said in two spaces above me.

Answer 8

i think i would tell my fellow associates that we had all better start looking for jobs -- because if this treatments keeps up you will loose the main thing your all need customers.. try to talk it over with the "rule" associates and please do it in private.you customers have seen enough cat fights.