I have started a new job at Costco. I work the front end helping pack groceries for people. There were rules that were explained to me when I started that were 1. Children have to be on a specific side of register for safety reasons. 2. I always need an empty cart for transfers and not to let customers take it. Of course there were more rules but those are the two that are affected.

Yesterday I had a lady come through with children and I politely asked said "Can you go on the same side with your mom please" This was said to the child not in the cart. I was going to put the cart at the end so I could pack. The lady got upset saying I was rude to her son because she wanted him to go with the boy in the cart. I apologized and explained the reasoning (safety). She left the store mad and later called saying I upset her autistic son and that I called her a *****. I did not say that at all.

Later I had a customer want two carts from me which would have took my transfer cart. I then said to the lady "Yes you can have it I will just have to go outside to get another cart". Her husband said I was rude to her by saying that. He made me apologize.

I ended up in tears and leaving the floor to try to compose myself. I was talked to management about what happened and was told "Yes you have to follow the rules but you need to keep the people happy."

My issue is that I have mental health issues and part of it is my black and white thinking. I am so confused. I am thinking of ignoring the rules at work and not saying anything to the children and also letting people take my carts and me run around looking for a transfer cart.

I am starting to think I am just not meant to be out in public. I do enjoy talking to people and helping them. It is when people yell at me that I get upset and cry.


Susan

Susan, working front line with customers, particularly at this time of year, is the worst job in the world. People spending more money than they have, kids are cranky, you can barely move your cart around the store, everybody seems to be scowling. Trust me when I say if you look sideways at somebody they will bark at you.

It takes a lot of time and experience to be able to handle unruly, or rude customers. They are NOT always right, but use that hammer because they know they can safely take their anger and frustration out on you, and there is nothing you can do about it. Many will use any seemingly normal conversation into a confrontation only to call the manager to see if they can get compensated with a store voucher. And Management knows their minimum wage earners, many of whom at this time of year are students, are only temporary, and disposable.

You can be sure that if the kid that didn't move when you asked him to, DID get injured in some way, your as* would have been on the line, and so too would the Company's as*, and you would be toast.

I worked many years in retail, and dealt with people returning year old bras, and returning 10 seasonal Christmas dresses after they had all been worn, and company policy was 'the customer is always right',and even though I knew they were low life scammers, I had to exchange/refund whatever they threw at me.

No matter how nice you are, or how well you do your job, you will have customers like the ones you described. To survive in a retail environment, you have to learn to let it go. You are merely an object for their anger, and if it weren't you that particular time and day, it would have been somebody else.

Think of doing your job, the best you can. When you are confronted with rude customers, ask for assistance right away, instead of trying to explain yourself. If they don't stop at, "I'm sorry sir, that is Company policy", don't go any further than that, and ask them if they'd like to speak to a manager. Then explain simply what the situation is when the manager arrives, and let him deal with it.

Try not to put yourself in a position where you feel you need to defend what you are paid to do. Watch the body language. If you have a woman with two snarly, tired and hungry kids, and she's throwing her purchases on the belt, try to anticipate that she may be just super fed up and angry, and you are an available outlet. But again, you could be anybody, don't take it personally. Easier said than done I realize, but it will get easier with time.

I have a tremendous respect for people like you putting up with people who wouldn't treat anybody else this way. They wouldn't dare talk to their kids' teachers or the bank manager or their co-workers this way. To take anger out on a kid with a part time job just shows you they aren't worth a second thought.

Trust me, just let it go; in the overall scope of things, most people are going to be polite and pleasant, but you have to accept that, particularly at this time of year, you will get the jerks coming out of the woodwork.

It will pass.

I am so sorry, I hate the corporate industry sometimes with all the rules they have for fear of being sued... Customers don't get it and always think your being mean to them personally, Very few people realize you are just doing your job.
Be assertive but not defensive, don't let anyone tell you what's what when you know you are in the right. Yes customers need to be happy but make sure nobody pushes you around (specifically that husband that made you apologize for doing your job correctly, that is RIDICULOUS!)
My trick is to tell people the rules in a way that sounds like I hate them too, like I dislike my manager and all the rules as much as they do, so they feel like I'm on their side.
"I can't change the rules, it's what the boss tells me to do"
"I know it's silly, but the manager makes me do it, you could ask him if it bugs you"
"Sorry man just doing my job, what the head honchos demand of the working class!" (and smile! Hah)
Not a major thing but It works some of the time and customers start joking around with me too and start to relate, some others are clearly still pissed but they now know (usually) they can't yell at me about it because I don't like it either so there is no point. It shifts their attention away from you and onto the manager, your throwing the blame at them and that is fine, that's the job of the manager to deal with the super crazy customers not you.
It can really diffuse a lot of anger, a smile and a joke and taking their side... I know in a way it's devaluing yourself there, but if it makes them think that and not yell at you that's fine!
Everything Jake2008 said is extremely helpful and true... There will always be days with people like that. It's really really important to not take it personally, everyone looks for someone to blame. Keep following the rules for sure, it will pay off in the end, just next time when those evil customers come around try acting like you hate the rules too and maybe they will leave you alone with their verbal abuse.

I honestly went from Tim Hortons, to Cineplex, to EB Games, to Starbucks, to a local coffee shop, to where I work now: In a small mens clothing store alone that gets about 4 customers a day. It has saved me finding a job like this!
I do not think I could have survived at any of the corporate horrible jobs I was stuck in if I had stayed a moment longer, I found out it's not just the rules of the big companies, even the small coffee shop I worked for drove me nuts. It's the crowds the people the stress of that, is very hard on me and it sounds like you have trouble with it too. I enjoy chatting with customers and I can handle dealing with people but not to that degree! It's not even the customers most of the time, it's the coworkers and the bosses.
I am just not suited to big company jobs, and after discovering that and no longer forcing myself into jobs I hate because they are easy to get, I found something I liked instead!
If you do find yourself not being able to handle it, and crying most days at work or home later about work.. Try moving on to a nicer job, a quieter and calmer environment! I know it's tough, jobs are hard to come by but keep your eye out and don't get too attached to costco, yes the deals may be great and the benefits... but if it starts making your life horrible instead of helping it, is it worth your happiness? Move on!
I hate being yelled at too, and I've had managers sit me down and say "Nobody likes you here, and you are sad all of the time" it's all pretty terrible and you must do your best to have confidence in yourself, it is tough but know where to draw the line. We expect abuse from our customers, but NO you should not be yelled at at work by ANY of your managers or coworkers, that is unacceptable and you probably do not get paid enough to deal with that. Yes, that's the life of the working person, but you don't have to force yourself to put up with it, and there are places to report work abuse... Just keep your head up, and treat yourself well, don't let anyone push you around!

I also suggest looking up your Labour laws in that region, know your rights about this stuff. Nobody has the right to take away YOUR rights !