Intern here serving on the front lines (at the register every weekend). When I first started retail I would cry after my shifts because EVERYONE was so cruel to me. I also got into arguments with patients who were verbally abusive and treated me like a high school drop out. With more abuse, I have developed a good sense of humor and the ability to remain calm. I usually pause and think and then speak slowly, so as to calm the customer (like soothing a baby). I also learned that many of the people we serve have health literacy problems. They do not understand what we do and the role we serve. Our American system of instant gratification also makes customers feel that they should be entitled to whatever they want, when they want it. Sometimes I want to spank the customers and place them in time out, because all the lessons of childhood have been forgotten because now they're adults and "the customer is always right". When I look at my paycheck and all the little things I have been able to provide for myself (food, Midyear registration, PhorCAS), I remember to take everything in stride.
On a more interesting note, how do you deal with stinky and coughing customers? Lately I have had an onslaught of customers who do not cover their cough and some who smell like cigarette smoke. Some customers look like meth addicts (open sores, jittery) and they also smell. Being with child I worry about how possible third-hand smoke will affect my fetus.
