I am a manager at a well known fast food outlet in Adelaide, Australia. On this particular morning, I am working alone, but the employees and manager of over stalls are in the building.
Customer: “I’ll have the chicken fillet, please.”
I continue to fill out her order, repeating it back to her step by step to make sure I have it correct. Note that is a very difficult order, as she requests everything to be specific. I once again read the order back to her before wrapping up her meal and putting it through the register. She seems happy, and takes it to the dining area to eat.
Five minutes later, she returns.
Customer: (she THROWS the sub at me, and it lands on the counter top) “This is NOT what I asked for! I ASKED FOR THE LOW FAT CHICKEN! I AM SO UPSET! I AM ON A DIET!”
Me: “I am sorry, m’am, but I can confirm that you did order the chicken fillet - “
By now she is just screaming profanity at me.
Me: (calmly) “Please lower your voice, m’am, I am happy to remake the food for you today.”
She screams more profanity at me, and walks back to the dining area in a huff and sits down. I assume this means she would like her meal remade, after her own mistake. I shakily remake her meal, and note that she doesn’t return for it, but assumes I am going to deliver her food to her. We never do this, as we are in a food court set up and it would be improper for me to leave my store unattended, but I do so anyway, in order to keep the peace.
Me: (placing the food down in front of her with a warm smile, and being very polite) “There you go, ma’am, I hope your day gets better from here.”
Customer: “F**K YOU!”
I walk back to my store quietly, proud of the way that I remained polite to her despite her screaming and swearing.
A few moments later, she returns to my store. I tense up, but remain as friendly as I had been when she first walked in.
Me: (smiling) “Hi!”
Customer: (she is now being very friendly) “Hi, could I please grab a bag for this one?”
Me: “Sure thing!” (I package her meal into a bag and hand it to her. Suddenly she snaps again.)
Customer: (storming off) “Well at least your customer service was better this time! But not by much!”
Me: (calling after her) “I am indeed very sorry that you ordered the wrong food, ma’am!”