January 15, 2013
English 1102

I have been working as a customer service representative at for the past four years. I have had a great experience working with diverse, well-mannered and intellectual customers; but occasionally there are some people that tend to be rude, disrespectful and despondent which sometimes makes it hard to do my job correctly. Working as a customer service representative for such a long time has taught me many life lessons. It has taught me that life is about learning, experiencing, struggling and overcoming struggles to achieve your personal goals. It has also taught me that although you may run into problems and difficulties, they’re a way of life and overcoming those issues is what matter. Also working in the retail business for so long has let me meet people from different cultural background. Though, there are people that sometime cause trouble with the employees and in the store, most of the people that come in the store are usually polite and disciplined. It was a sunny day early in the Christmas shopping season. The day was passing quite smoothly and I was busy interacting with the customers, greeting them as they entered the store and wishing them a good day while leaving. I saw one young lady outside the store struggling to open the door holding her baby in a stroller. I ran to the door and opened it for her. As she entered the store she failed to even recognize my assistance or say thank you. However, I am not amused with such customers because often time’s people take our personal assistance for granted and fail to recognize our sincere help. But, according to the store policy, strollers are not allowed inside the store since the store is full of glass cases unless there are special situations such as babies that are physically incapable of leaving the stroller. Customers are advised to park their strollers at the front of the store. As she entered the store, I said to her, “Excuse me Madam, we don’t allow strollers in the store, but you are welcome to park it right here” while showing her to the correct corner of the entrance door. She exclaimed that, “My 5 year old son cannot walk.” I explained to her why we don’t allowed strollers in the store. She started arguing with me, giving examples of other stores, such as Target and Wal-Mart that they allow and why we don’t? Again, I tried to explain to her, but thinking that talking with her would not bring any solution; I called up the manager of the day so he could help her better. As the manager on duty responded to the commotion I explained to him all that had happened. He again tried to convince her about the store policy, but she kept ignoring what he was explaining to her. After a couple of minutes of going back and forth with the manager she left the store stating that she is going to file a lawsuit because she claimed, she was not treated well. I talked with my manager to see what would be the right thing to do, but he said that one serious accident had happened when we used to allow strollers in the store, for which store was fined for $120,000. Nothing happened for couple of days. One day suddenly, the owner of the store approached me and said that there was a lawsuit filed against the store for discriminating against a customer on behalf of being disabled. At that point I did not have any idea what she was talking about. She told me that