Instead of the age old chicken or egg question, a recent trip to our local Target struck this question in a different way to me. The customer in front of me clearly had a problem with other people. No one in particular, more of a general dislike of all people mixed with the anger of needing basic items to maintain life from a public place. The sneers he was giving the cashier alone was enough to make me want to start sneezing on him, just to watch the immediate freak out that would surely follow. Then the rude comments he uttered in response to the credit/debit inquiry spun me into my 24 hour rule to avoid opening my mouth and saying what we all were thinking. He finished up and the cashier gave a small sigh of relief. My turn. I tried, as many of us do, to give him some acknowledgement to how well he handled himself to a clearly difficult customer. I said, "Wow. Sorry you have to deal with people like that. I'm sure that makes for a long day." He sneered back at me and said that there are other lines open. I was taken back at this and just stared at him blankly, paid for my stuff and left. While I contemplated calling the store manager to let them know the attendant on aisle 3 needed a break, I wondered how I would act if I had 6 customers like that in a row. Would I be able to still be polite to the next person? What starts the bad customer service experience? Is it just bad service or is it like the last flight of the day that has become 5 more minutes late at every stop, adding up to three hours when it's time for you to fly? What came first, the rude customer or rude associate?
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