A Domino’s Pizza manager in Saginaw, Michigan was fired on Monday after a video went viral documenting his abusive rant. The manager unleashed his tirade at a customer who was unsatisfied with his response to her complaint.
The woman, who had received the wrong pizza sauce, took to the store after being hung on when she tried to lodge a complaint over the phone. After her daughter called back to complain and received the same treatment, the two decided to visit in person.
Ironically, it was the daughter who thought her mother would look crazy. She didn’t expect the store manager to cuss them out.
The store’s former general manager Chris Bernier, who was the employee on tape, told WPTV-5 that the video was lopsided and that his anger was justified.
“I regret the language I used, but if people could see everything that happened, especially in the phone calls, they would not be sympathetic for this woman,” Bernier said in an email told the news
station in an email .
I wonder what was said to the manager to begin with during their phone conversations to get him in such a state. I just don’t agree with the whole cell phone recording thing. Sometimes I think it just sets people up to take advantage of others. I agree that the manager should not have handled the situation the way that he did, but sometimes the customer isn’t always right.
I agree with you. From years of experience in the customer service field, the customer is not always right. Sometimes, they just used to drive me up the wall.
I’m not agree’ing with what he did but I do understand. Customers a lot of times can walk all over us and we just have to agree with them. This is only one side to the story. Who knows what she did to him. I just don’t think it is fair that customers can pretty much do whatever they want.
I completely agree with you. No one knows what really took place between these two individuals. Working in a similar field when I was younger I saw first hand just how crazy some of the customers could get. The manager probably didn’t handle the situation the way that he should have, but everyone has a breaking point.
There is always more than one side to the story but still that does not give anyone right to talk like that. How horrible is it that this person is going to be labeled forever as the cuss monster. I mean, who wants to hire a person like that?
The funny part is that when people are the customer they act the same way. It seems like a role that just turns certain people in crazy people within seconds. It is contagious!
I don’t blame Domino’s. They took appropriate measures by firing this guy, but even the customer admits that she was at fault too. Regardless, the profanity that he directed at her was completely unacceptable and the guy deserved to be fired. You have to expect a certain amount of grief from customers when you work with the public and it you can’t handle the heat, get out of the pizza kitchen. When they called about the mistake in their order, the employee should not have hung up the phone on them. It sounds like a misunderstanding that could have easily been fixed, but was allowed to escalate.
I couldn’t agree more. The customer is always right has gone out the window. Still as a customer service employee (and manager at that), you have to be respectful to all customers. There is never a time to totally lose your cool like he did.