Customer service jobs are one of the most difficult ones out there, and anyone working one deserves at least a medal and a pat on the back for surviving. This might sound over the top, but in many cases, clients can be really that insufferable. Whether they’re aware of it or not, they can really spice up the day by complaining about nothing, wanting unrealistic discounts, or using passive aggressiveness.
More illustrative stories of absurd customer behavior are awaiting you on the list below, shared by the customer service workers themselves. They really make one question how anyone working in the industry keeps it together.
While you're busy scrolling, don't forget to check out a conversation with customer experience keynote speaker and best-selling author Blake Morgan, who kindly agreed to share a few tips on dealing with difficult customers.
#1
I once worked in a garden centre and this couple bought loads of expensive baubles. There was over 200 of them and we did not have scanners so each had to inputted by hand. When I told her the total she went mad saying I was incompetent and didn’t know what was doing and it was obviously too much. My supervisor came over and had a discussion with the women still calling me names. The supervisor then put it all through the till again with this women watching her like a hawk. The supervisor asked if she was happy she had inputted everything correctly. The women said yes- it came to £3.50 more!!!! I had obviously missed a bauble
The women went blood red, paid very quickly and left. I may have been a bit smug.
The women went blood red, paid very quickly and left. I may have been a bit smug.
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148points
#2
When I was pregnant (the only time I worked in retail) a customer threatened to “wait for me after work” because I wouldn’t sell him Grand Theft Auto Vice City (I think it was Vice City).
I had refused to sell it because,
a) It wasn’t out yet. It came out a few days later.
b) It wasn’t actually in stock, we didn’t have it.
Apparently I was lying. We had them piled up in the stock room and I was pretending they weren’t there. And he ALWAYS got stuff early. (He didn’t, there were chunky fines for breaking release dates.)
So when people say that these Grand Theft Auto games make other people violent, I kind of think, “Yeah, maybe.”
I had refused to sell it because,
a) It wasn’t out yet. It came out a few days later.
b) It wasn’t actually in stock, we didn’t have it.
Apparently I was lying. We had them piled up in the stock room and I was pretending they weren’t there. And he ALWAYS got stuff early. (He didn’t, there were chunky fines for breaking release dates.)
So when people say that these Grand Theft Auto games make other people violent, I kind of think, “Yeah, maybe.”
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119points
#3
Had a customer complaining that she was queuing for half an hour. I only started my shift 5-10 mins before this and i walked past the CSD 5-7 minutes before my shift started and she was not there. Not even when i went into the kiosk to let my colleague have her lunch.
“I have been waiting half an hour”
“I’m sorry you weren’t there when I walked into work 15 minutes ago”
She had a right strop. Even a customer who was behind her when entering the store said that wasn’t half an hour. As was in the dentist’s chair then.
My colleague took me off and the then store manager asked me to go into the office. He showed me the CCTV footage of me entering the store to start work, fast forward to me taking colleague out of CSD/Kiosk for lunch. Then her entering to her shouting. Manager said look at the time stamp on footage. Her ‘half hour of waiting’ was just 49 seconds! That was the time she joined the queue of two people to her throwing her hands in the air! I do wish sometimes half an hour at work whizzes past in 49 seconds
She basically shouted at the wrong person. She was banned.
“I have been waiting half an hour”
“I’m sorry you weren’t there when I walked into work 15 minutes ago”
She had a right strop. Even a customer who was behind her when entering the store said that wasn’t half an hour. As was in the dentist’s chair then.
My colleague took me off and the then store manager asked me to go into the office. He showed me the CCTV footage of me entering the store to start work, fast forward to me taking colleague out of CSD/Kiosk for lunch. Then her entering to her shouting. Manager said look at the time stamp on footage. Her ‘half hour of waiting’ was just 49 seconds! That was the time she joined the queue of two people to her throwing her hands in the air! I do wish sometimes half an hour at work whizzes past in 49 seconds
She basically shouted at the wrong person. She was banned.
114points
We all are sometimes misinformed or make mistakes, so it’s understandable that some customers are too. However, disrespectful or abusive behavior towards people who are trying their best to help is never justifiable.
Despite clients driving the employees up the wall, the workers still have to treat them with patience and respect. At least that’s what good businesses teach their employees to do.
"Handling rude customers requires staying calm and focused, even when emotions are high," says customer experience keynote speaker and best-selling author Blake Morgan to Bored Panda.
#4
I used to work for a senator in California - part of my job was helping people, kind of like customer service.
By the time most people called my office, their problems were complicated and enormous.
One very young couple came in because they had nothing. No food, no housing, no medical care.
I spent several hours connecting them with social services, emergency housing, and the agencies that could provide them with food and medical.
The next day the husband (or whatever he was) arrived back in my office and threatened to [end] me because I didn’t get them any “free money.”
He also threatened to [end] the staff at the social services office - after he finally left, I called the state police and he was arrested at the SS office, threatening to kill the person who had helped him the day before.
By the time most people called my office, their problems were complicated and enormous.
One very young couple came in because they had nothing. No food, no housing, no medical care.
I spent several hours connecting them with social services, emergency housing, and the agencies that could provide them with food and medical.
The next day the husband (or whatever he was) arrived back in my office and threatened to [end] me because I didn’t get them any “free money.”
He also threatened to [end] the staff at the social services office - after he finally left, I called the state police and he was arrested at the SS office, threatening to kill the person who had helped him the day before.
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107points
#5
When my father was dying we had Marie Curie nurses at night sometimes. They were wonderful and meant we could get some sleep. They explained that the night cover part of the job is voluntary. They get paid for doing it but they are not contractually obliged to do nights.One of them had been to a home where the patients dog bit her because it was stressed that she was near the dogs owner. The family refused to put the dog in another room. She didn't go back. Nurses were expected to sit in the pitch dark all night because the patient was sleeping. These were people who were entering the active dying phase. A light in the corner would have been a basic minimum. No heating on in a freezing house. Told they couldn't use the kettle or microwave during a 10pm to 7am shift. People behave in appalling ways to others who are trying to make the end of life better.
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102points
#6
When I worked in Magic and Sparkle, there were a few! A couple were -
Working on Boxing Day, I started at 6am and was in the menswear department, reducing the clothes for the sale. (My usual department was food/checkouts). We were all working fast and still not quite done 5 minutes before opening. I looked up and it was like a scene from a zombie movie! There were 100's of people all crammed up against the doors, clawing at the glass to get in!
The doors opened at 8am, people running, falling to the floor, yelling, I've never seen anything like it. An older Asian male ran over to me and started tugging on the shirt I was reducing and pulled it out of my hand, then threw it to the floor and ran over to the rails. He then came back and in really bad English, asked me to get him a "short sleeved jumper". I said I didn't think we sold them, because I hadn't seen them, but would ask. Asked a colleague, came back, said no, we didn't sell short sleeved jumpers. He started miming and demonstrating short sleeves. I'm shaking my head and saying, no, we don't sell them. He was getting more and more agitated, then grabbed my arm, pulled me across to a rail and pointed out a whole load of sleeveless (not short sleeved as he was indicating!) tank tops! One of which, he selected, picked off the rail, pointed at, held up to his chest, nodded and stomped off to the checkouts! Absolutely no idea what that was about! It was exactly what he wanted, was in the sale and he knew where they were! 🤣
I was on my checkout one morning, when a very entitled, well to do couple came through with a large shop. Upon getting to payment, she produced some vouchers and said, these need to be taken off the bill. I checked them over and handed them back. I'm sorry, these are out of date. No, they both said, they are not and handed them back to me. I pointed out the date, which was out by 14 months. Oh, they say, with a condescending smile, well, that really doesn't matter, it's Marks and Spencers! I said yes you are correct, they are M and S vouchers, but we still can't accept those as they are out of date, I'm sorry.
I was asked to call my manager, which I duly did, all the time they were smiling at me as though I was very simple and going to get a bollocking for a hideous misunderstanding. The manager came and told them exactly the same as I did! They then paid the full amount on a platinum card, stormed off and went to the cafe opposite my checkout, got a drink and positioned their chairs, with a little difficulty, so they could stare me out. Which they did! I took great pleasure in signing out and finishing my shift 3 minutes after they'd sat down!
I would never work in retail again and bless those who do!
Working on Boxing Day, I started at 6am and was in the menswear department, reducing the clothes for the sale. (My usual department was food/checkouts). We were all working fast and still not quite done 5 minutes before opening. I looked up and it was like a scene from a zombie movie! There were 100's of people all crammed up against the doors, clawing at the glass to get in!
The doors opened at 8am, people running, falling to the floor, yelling, I've never seen anything like it. An older Asian male ran over to me and started tugging on the shirt I was reducing and pulled it out of my hand, then threw it to the floor and ran over to the rails. He then came back and in really bad English, asked me to get him a "short sleeved jumper". I said I didn't think we sold them, because I hadn't seen them, but would ask. Asked a colleague, came back, said no, we didn't sell short sleeved jumpers. He started miming and demonstrating short sleeves. I'm shaking my head and saying, no, we don't sell them. He was getting more and more agitated, then grabbed my arm, pulled me across to a rail and pointed out a whole load of sleeveless (not short sleeved as he was indicating!) tank tops! One of which, he selected, picked off the rail, pointed at, held up to his chest, nodded and stomped off to the checkouts! Absolutely no idea what that was about! It was exactly what he wanted, was in the sale and he knew where they were! 🤣
I was on my checkout one morning, when a very entitled, well to do couple came through with a large shop. Upon getting to payment, she produced some vouchers and said, these need to be taken off the bill. I checked them over and handed them back. I'm sorry, these are out of date. No, they both said, they are not and handed them back to me. I pointed out the date, which was out by 14 months. Oh, they say, with a condescending smile, well, that really doesn't matter, it's Marks and Spencers! I said yes you are correct, they are M and S vouchers, but we still can't accept those as they are out of date, I'm sorry.
I was asked to call my manager, which I duly did, all the time they were smiling at me as though I was very simple and going to get a bollocking for a hideous misunderstanding. The manager came and told them exactly the same as I did! They then paid the full amount on a platinum card, stormed off and went to the cafe opposite my checkout, got a drink and positioned their chairs, with a little difficulty, so they could stare me out. Which they did! I took great pleasure in signing out and finishing my shift 3 minutes after they'd sat down!
I would never work in retail again and bless those who do!
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97points
"Start by actively listening and empathizing with their frustration—this can quickly defuse tension. It’s crucial to be knowledgeable about the issue, as that helps you take control of the conversation and build trust.
Take ownership of the problem, even if it’s not your fault, by offering solutions and apologizing sincerely. Setting boundaries when necessary and providing clear next steps or a follow-up can prevent further frustration. By showing care, taking responsibility, and using your expertise, you can turn a difficult situation into a positive resolution," further explains Morgan.
#7
Female taxi driver here, I once had an elderly man his wife, daughter and grand daughter who was about 3 years old get in my taxi.
The man sat in the front whilst everyone else got in the back, the man then said to his daughter pass the little one to him, to which I said that's not allowed he proceeded to tell me "oh don't worry she's not going to be sitting on my lap she likes to sit in the footwell" I literally stared at him in disbelief and promptly told him absolutely not and that the taxi was not going to move till he had handed the little girl back and she was strapped in.
He then started ranting at me so I told him to get out or be thrown out to which i had a bad attitude and it was his granddaughter and if he wanted to put her in the footwell it was none of my business and that as a female I shouldn't be driving a taxi anyway.
He went straight on my s**t list !
The man sat in the front whilst everyone else got in the back, the man then said to his daughter pass the little one to him, to which I said that's not allowed he proceeded to tell me "oh don't worry she's not going to be sitting on my lap she likes to sit in the footwell" I literally stared at him in disbelief and promptly told him absolutely not and that the taxi was not going to move till he had handed the little girl back and she was strapped in.
He then started ranting at me so I told him to get out or be thrown out to which i had a bad attitude and it was his granddaughter and if he wanted to put her in the footwell it was none of my business and that as a female I shouldn't be driving a taxi anyway.
He went straight on my s**t list !
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96points
#8
I have some from my holiday rep days.
One chap grabbed me round the neck and tried to drag me through the hotel reception to the restaurant to see the ‘s**te excuse’ of an English breakfast on offer. This was in Egypt. The hotel staff wrestled him off me, it was awful, I remember sobbing for ages as I was so shook up.
However, the worst was the woman in Corfu who decided to make my life a misery for her entire holiday because we would not accept her toddler (about 18 months) into the kids club (4-10 years). She would track me down around the hotel and scream obscenities at me, I lived in the hotel, there was no escape. On the final day of her holiday, as she was about to get on her transfer coach, I was talking to some other customers who were also leaving, she threw a plastic cup of [pee] at me. She then complained about me when she got home. I still recall her full name and her (then) address 32 years later.
One chap grabbed me round the neck and tried to drag me through the hotel reception to the restaurant to see the ‘s**te excuse’ of an English breakfast on offer. This was in Egypt. The hotel staff wrestled him off me, it was awful, I remember sobbing for ages as I was so shook up.
However, the worst was the woman in Corfu who decided to make my life a misery for her entire holiday because we would not accept her toddler (about 18 months) into the kids club (4-10 years). She would track me down around the hotel and scream obscenities at me, I lived in the hotel, there was no escape. On the final day of her holiday, as she was about to get on her transfer coach, I was talking to some other customers who were also leaving, she threw a plastic cup of [pee] at me. She then complained about me when she got home. I still recall her full name and her (then) address 32 years later.
95points
#9
Not quite as bad but I had a customer who ordered a take away pizza and then complained that there was tomato sauce on it as she was allergic
1. the menu said tomato sauce
2. we didn't do any of the creamy sauces so it wasn't a mix up
3. she never said she was allergic
4. it would have been no problem to make up the pizza without tomato sauce if she had asked.
I couldn't understand it! Pizza! It has tomato sauce as a default
1. the menu said tomato sauce
2. we didn't do any of the creamy sauces so it wasn't a mix up
3. she never said she was allergic
4. it would have been no problem to make up the pizza without tomato sauce if she had asked.
I couldn't understand it! Pizza! It has tomato sauce as a default
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93points
To even better understand the customer and choose the right method for fixing their problem, it’s important to know what type of client a person is dealing with.
The first kind we are discussing is the angry one. They might start to display irritation when dissatisfied with the product or service.
When faced with such a person, it’s best to try and understand why they’re feeling this way and tell them that the problem is being worked on. Offering them an apology might calm them down and help them explain the situation better.
#10
Just remembered another one from when I was a student and had a weekend job as an estate agent. One couple came into the office having seen a property in the window which they wanted to view. I said no problem and pulled out the diary to organise a time. But they wanted to see it 'right now' which was not possible as all the other agents were out on viewings and it was just me in the office. I politely explained this and they suggested I close the office and take them to the house immediately. I refused and then they demanded I give them the keys to the house and that they would pop them back in later. I said absolutely not as all viewings need to be accompanied. At this point they started to get angry that I would not just hand over the keys to an £800k house (1998 prices) with an added 'who do you think we are' to which I replied 'I have absolutely no idea as you have literally just walked in off the street'. At this the bloke exploded with rage calling me a 'jobsworth little prick', he then leaned across the desk and hissed 'I'm going to get you fired' at which point I finally stood up and was about a foot taller then him (blowing my own trumpet here but I was at the time playing county level rugby and was a big fucker) and suddenly he was not so mr hard man and I just calmly told him to 'f**k off.......now" and he slithered out the door. I saw him in the pub randomly a few weeks later as he was ordering a drink at the bar, I walked up to him and said cheerily 'any joy finding a house yet' to which he took a fee sips from his pint and left. Absolute a*se of a man.
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93points
#11
My husband and I used to run a chimney sweeping business. One time I got a call demanding that we come out immediately. I refused, because it was 10.30pm, in November, and there was a howling gale outside (this chimney would have to be cleaned from the top, so no chance!).
I asked what the emergency was, and the customer said "Well, it's on fire, obviously!". She wasn't impressed with my suggestion that she call the fire brigade.
I asked what the emergency was, and the customer said "Well, it's on fire, obviously!". She wasn't impressed with my suggestion that she call the fire brigade.
86points
#12
Had a passenger call me a c**t and try to grab me by the throat because he missed his ferry. In front of his 2 young kids as well. Demanded I call the captain of the ferry and order him to return to port so he could board. I did not do that.
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83points
The second type is the impatient one. They feel like their issues need to be resolved right away, so they might show it with restlessness. Just like with the previous type of client attempt at pinpointing why they’re in such a hurry. From there, the problem should be solved efficiently. Let them know that their matter is seen as urgent and that it’s being swiftly worked on to address it.
Another kind is the indecisive one. It’s not a particularly ‘bad customer’ but they can take up a lot of employees' time by being hesitant to decide, usually out of fear of making a wrong or a misinformed choice. To have them on their merry way quicker, the workers might want to give them all of the information they know about the product. Providing more details about it allows them to feel more confident about their purchase.
#13
I worked in the same shop for 7 years and have loads but a couple that stand out...
Someone tried to return a breast pump because they didn't want it. I said that was fine as long as it was unopened and unused and she had the receipt. It was most definitely used... there was still breast milk inside it. She went mad at me when I refused to return it.
And a customer once threw a pushchair at me because I wouldn't give him a refund on it and he said it was faulty. It wasn't, it was just very, very well used and over 5 years old. He kept insisting he only got it a few months ago until I pulled out the catalogue from 5 years ago that we kept for situations just like this and showed him the exact one he had inside. (The changed the colour of them every year)
He didn't like this clearly so picked it up and threw it at me.
Someone tried to return a breast pump because they didn't want it. I said that was fine as long as it was unopened and unused and she had the receipt. It was most definitely used... there was still breast milk inside it. She went mad at me when I refused to return it.
And a customer once threw a pushchair at me because I wouldn't give him a refund on it and he said it was faulty. It wasn't, it was just very, very well used and over 5 years old. He kept insisting he only got it a few months ago until I pulled out the catalogue from 5 years ago that we kept for situations just like this and showed him the exact one he had inside. (The changed the colour of them every year)
He didn't like this clearly so picked it up and threw it at me.
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83points
#14
I was once that customer !
I had a pair of salt & pepper grinders that had a lifetime guarantee. One of them broke.
I took them back to John Lewis - in the good old days when their Customer Service was 1st class. I was not rude, but firmly stated that I was disappointed that they sold inferior products. I was holding my JL card, expecting a refund.
Assistant went away, Manager appeared with a replacement pair. He then said he was sorry he could not give me a refund as they had never sold that particular design , but please accept these with his compliments as I was a regular customer.
I went scarlet, thanked him profusely & fled.
I had a pair of salt & pepper grinders that had a lifetime guarantee. One of them broke.
I took them back to John Lewis - in the good old days when their Customer Service was 1st class. I was not rude, but firmly stated that I was disappointed that they sold inferior products. I was holding my JL card, expecting a refund.
Assistant went away, Manager appeared with a replacement pair. He then said he was sorry he could not give me a refund as they had never sold that particular design , but please accept these with his compliments as I was a regular customer.
I went scarlet, thanked him profusely & fled.
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81points
#15
As a teacher, a few that stand out of the many hundreds
The parent who sent in a written complaint that we were not giving her child enough one to one attention. The reason she needed one to one attention was that parents were too busy to provide it at home
The parent who complained I had talked to her daughter about the possibility of getting a job in the future, apparently without understanding that such wild talk was going to disrupt her application to get a council flat.
The online covid lesson which parents watched and 5 rang the school to say I taught too slowly, and 5 rang the school to say I taught too fast.
The fathers who won't talk to women teachers, and teach their sons to disrespect them
The parents called to pick up their stoned teenage son, and arrived stoned out of their minds themselves,
The parents who expect "room service education" after covid, and try and demand that all lessons are live streamed for the benefit of their little johnny sitting on the settee at home with a cold.
well, I could go on indefinitely really
The parent who sent in a written complaint that we were not giving her child enough one to one attention. The reason she needed one to one attention was that parents were too busy to provide it at home
The parent who complained I had talked to her daughter about the possibility of getting a job in the future, apparently without understanding that such wild talk was going to disrupt her application to get a council flat.
The online covid lesson which parents watched and 5 rang the school to say I taught too slowly, and 5 rang the school to say I taught too fast.
The fathers who won't talk to women teachers, and teach their sons to disrespect them
The parents called to pick up their stoned teenage son, and arrived stoned out of their minds themselves,
The parents who expect "room service education" after covid, and try and demand that all lessons are live streamed for the benefit of their little johnny sitting on the settee at home with a cold.
well, I could go on indefinitely really
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80points
The following type is the critical one, always finding ways to criticize the product or the service. It’s worth noting that their remarks shouldn’t be taken personally and instead, they should be approached with a positive mindset throughout the conversation. The solution that is offered to them should be clear and assuring. They should be provided with facts and proof that make it more difficult for them to disapprove.
#16
Ex GP receptionist here.
If I tell you we havent got any appointments) left - we havent got any appointments left. I'm not just telling you that for fun because I really want you to have a go at me at 8.20am. Its pointless ranting and raving at me as I cant magic something up. Telling me well you have chest pains so you need to see a doctor is just going to make me tell you to ring 999. Telling me they arent "those" sort of chest pains isnt going to change my mind!
If you tell me that if you die it will be my fault (a daily comment) I am hardened to it and am not going to be sympathetic. I am secretly thinking well if you die you wont need an appointment then will you!
If I tell you we havent got any appointments) left - we havent got any appointments left. I'm not just telling you that for fun because I really want you to have a go at me at 8.20am. Its pointless ranting and raving at me as I cant magic something up. Telling me well you have chest pains so you need to see a doctor is just going to make me tell you to ring 999. Telling me they arent "those" sort of chest pains isnt going to change my mind!
If you tell me that if you die it will be my fault (a daily comment) I am hardened to it and am not going to be sympathetic. I am secretly thinking well if you die you wont need an appointment then will you!
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77points
#17
i used to work in customer service in quite a ‘posh’ (read entitled) city. The business was a little outside the city centre but still within walking distance. The staff car park was at the back and had the usual card entry barrier system. Chap came in one Saturday to tell us he has parked in front of the barrier but don’t worry, there was enough room for us to ‘squeeze out’. When we pointed out that not only was he illegally blocking us all in but also preventing fire engine access he said he would rather pay the fine as it was ‘cheaper than paying for parking’. He turned out to be very wrong as we called the police who towed his car and charged him a couple of hundred to get it back. Apparently that was our fault as well
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74points
#18
A memorable one was when I worked in a local shop. Two lads came in and went up the meat isle. I was on the tills. Next thing I know the pair of them are legging it towards the front doors. The front doors were those automatic openers but they didn't open and the pair went crashing into the doors. Before they could get up the manager and two police officers had come out of the back office. Manager had clocked them on cctv and locked the front doors remotely and then shouted to the two on the beat officers who were out the back smoking in our yard!
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72points
Some customers are also very demanding, expecting employees to deliver results that aren’t possible. When faced with such a client, the employee should calmly explain what they can and cannot do for them and why. If they receive a detailed explanation, they might be able to better understand the situation and diffuse their demanding attitude.
#19
I used to be a waitress and memorably had a panini thrown at me once because it was 5pm and not 4.30pm as the customer had thought it was and she was most upset I hadn't told her the time when I served her.
69points
#20
We had a customer throw a frozen chicken hard at a staff member seated behind a till (they had to go to hospital) because there was a small queue. Yes, the police were called.
I had a customer rage at me for a good twenty minutes unbroken about an issue with his car that we had in for repairs. We had phoned and left a message with his wife who had totally misunderstood what was said and told him the wrong thing. I couldn't get a word in edgeways or figure out what he was screaming about. When he eventually petered out after saying some truly venomous and personal stuff, I managed to explain what we had called about which was something extremely trivial and nothing bad -more of a personal choice question. He stormed off slamming the door without another word. He did actually come back later on and apologise but I'd imagine it was because the garage owner refused to finish the job unless he did. Calling someone a slag and a trussed up tart who pretends to know about cars is pretty over the top really.
I had a customer rage at me for a good twenty minutes unbroken about an issue with his car that we had in for repairs. We had phoned and left a message with his wife who had totally misunderstood what was said and told him the wrong thing. I couldn't get a word in edgeways or figure out what he was screaming about. When he eventually petered out after saying some truly venomous and personal stuff, I managed to explain what we had called about which was something extremely trivial and nothing bad -more of a personal choice question. He stormed off slamming the door without another word. He did actually come back later on and apologise but I'd imagine it was because the garage owner refused to finish the job unless he did. Calling someone a slag and a trussed up tart who pretends to know about cars is pretty over the top really.
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68points