May I Have Your Opinions Please?

[sue11]

I recently received a customer complaint from someone who was of a particular ethnic group who felt insulted because one of my staff had assumed that because this person happened to be standing beside someone of the same ethnic group in the serving queue, that they were both together. The customer is complaining that they felt stereotyped and was offended.

The staff member concerned did not intend any offence, it was a genuine error.

I want to be fair to this person with the complaint, but feel that they are being over sensitive. In the past, I have had people assuming that I am with a particular person because we happen to be standing next to each other in a queue, but have never taken offence, it is just a mistake and it happens!
What do others think? Is this person right to be offended or do you think they are over reacting?

Thanks for your thoughts.
Sue

[vulcan42]

People who want to be offended will always find something to offend them.

[jackthehat]

I agree.....an over-reaction on their part.

[baza]

are they compaining as the other person was served first ? Just reply that you have investigated and have dealt with the problem, then throw it in the bin and carry on as normal.

[rockyracoon]

How does the customer know that's why the assistant thought they were together, there might have been other reasons.

Definitely an over reaction.

[B00]

Why were they stood next to someone who was being served anyway? Normal 'queuing practice is to stand behind each other.

[baza]

A traditional British queue is formed by one person standing behind another.

[Sqad]

\\\\What do others think? Is this person right to be offended or do you think they are over reacting?\\\\

A complete over-reaction.
Isn't stereotyping normal behavior?

I was in a queue one evening to get a table in a restaurant and the maitre D assumed that i was with the woman in front and offered us a table for two.
I pointed out that i was not with HER and that we would not care to share.
If she had been attractive and well dressed, i would not have objected........that was stereotyped and offensive.

[sunny-dave]

An over reaction by the sound of it.

Smiling at B00 though - there are some people who defend their place in the queue quite fiercely and any attempt to move alongside causes significant tuttage :)

[weecalf]

What is going on in the world today ,is there any thing right about anything any more .did I use to many anythings there sorry

[Svejk]

I wonder why the maître d thought the scruffy, unattractive lady was with you sqad? ;-)

[sue11]

Thanks for your answers so far, Squad I like yours!
Boo, in this store, the queue goes left to right down the serving counter, so customers tend to stand side by side as they are being served, I guess in this case the two customers were stood quite close to each other which is why the mistake was made.
Yes I agree that some people just 'wait' to be offended so they can make a complaint!
In this store, we have a lot of students coming in and office staff. They tend to come in as a group, so quite often staff are serving more than one person at the same time, I think this is why the mistake happened.
A shame though that this person is so sensitive to the way others perceive their ethnic culture that they are so easily offended by something of this nature.

[Sqad]

Svejk.......LOL

[Svejk]

thank goodness you seem to have common sense and a full deck, sue. Others would make a capital case out of this.

[sue11]

Thank you svejk for the lovely comments!
Baza I would love to give that sort of response, but I know if I do, I will get the outraged accusation that I am dismissing their complaint!
I will respond to the customer in a sensitive polite way to let them know it was a genuine error and not an attempt to stereotype them.
They have not asked for anything in the way of freebies or compensation at least, so I tend to think these type of complaints arise from a genuine dissatisfaction rather than an attempt to get something out of us.
Many thanks all.

[tiggerblue10]

A definite over-reaction. It's happened to me before and I certainly didn't take offence. There person who said it was quite embarrassed afterwards but the 3 of us just laughed it off.

[sue11]

Hi tiggerblue10, yes I think your response is the normal reaction!
Sue

[Mamyalynne]

Well, I wish I had a pound for every time whilst working in sales , that I asked 'Are you together' and also 'How can I help?' - to be met with the reply 'We are together' - so damned if you do and ....

[sue11]

Mamayalynne, that is a very good way to phrase a question without being seen to make an assumption and I will take that back to the store manager and ask him to try to ensure staff use that phrase in the hope that it will avoid any further issues.
Although on the other hand if I had to think up a range of questions/responses to avoid potential offence for every situation, customers would never get out of the door!
As you said dammed if you do.....
Many thanks!
Sue

[rsvp]

At the end of the day was does the person making the complaint want to happen? The alleged 'offensive' assumption can't be made to disappear so surely an apology given and accepted is the adult way to clear what is a mountain out of a molehill.

[tonyav]

I think their looking for compo !.