While rudeness is not excusable, your institution's procedures are also to blame. There should always be a manager available that can handle a refund. Customers should not be told that they have to wait because so-and-so is out to lunch. And what difference does it make if a rude customer is "older" or "younger"?
I don't necessarily agree the with the old adage "the customer is always right" however from a long term business point of view they usually are. There's no way they should be expected to wait just because your store doesn't know how to conduct good business. That's not your fault of course, yet you are at the front line and must unfortunately deal with the situation in the best way you can.
It's not that we can't "understand this", it usually means you're short personnel and we voice our opinion so that your company "will" get more managers there that will sign the paperwork.
See anyone, no matter what age, has a life and things to do and expect that since you're all paid so well that you will hussle. But anyone any age could have a migraine, a tooth ache, their kid is sitting illegally in their car in the sun (waiting for you), they are on lunch break, they are illegally parked, or in the case of seniors we might have leg problems and can't stand for long periods of time. What I do is wear my jeans and sit on the floor with my legs crossed while waiting for you folks to move quicker. That's enough embarrassment for either your company to take notice or the BBB to take notice that you don't care about your customers.
who is older? if you are 24 then you dislike the attitude of anyone over 35? over 30? over 40? I think you have some issues with your approach. Not everyone under 30 is perfect.
The store should always have someone with authority available. It's bad business practice to make people wait.
Because we don't have the time to wait around. We are not interested in excuses, we have a life to get on with, jobs to go to and so on.
If you have issues with dealing with all types of people who have all different attitudes, maybe working with the public is not meant for you.
They are what you call losers and no one pays attention to them in the real life.
