"I have a backache, call someone to take the groceries to my car," asked (or, to be precise, demanded) the rude and lady, around 60 years old, to the polite cashier of the supermarket, even before she began emptying her cart. She didn't even say "please." She simply obviously considered that, since she was paying, she could ask for whatever she wanted.
Employees who come into daily contact with customers have experienced or experience such behaviors on a daily basis – perhaps this is why many state that they would prefer a "behind the scenes" position, away from customers.
But why are some customers rude? What drives them to speak badly or disrespectfully to the waiter, the cashier, or the salesperson?
They have an issue with the product/service. They may not have found what they wanted (e.g. it was temporarily out of stock) or simply that it did not meet their expectations.
They were annoyed by poor service. There was no one to help them, or simply the person who did was indifferent or not trained enough – poor service, after all, is the main reason why customers leave.
They had a tough day. Customers carry with them all the problems from home or work (e.g. they are tired, they argued with their spouse) and want to vent somewhere. They're just looking for an "easy" punching bag.
"Every day is tough." These are people who generally lack manners, who will never say "thank you" or "please," who are inherently rude – perhaps again they believe this is normal.
They think they are superior. They believe that the waitress or cashier is inferior to them (using social or income criteria) and thus behave accordingly.
They just dislike the employee. Often times customers simply dislike (e.g., because of their color or origin) the employee who serves them and show it.
Related articles to read: 5 reasons why the customer is not always right {alertInfo}