being passive sucks

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Incident at work yesterday.

Customer was cussing out one of my cashiers for asking for ID. We had had to suspend the transaction, so when you re-ring it up it will ask for ID a second time. She was pissed being asked to do it again.

I wish I was better at speaking up. I'm basically a shift leader, so like.... I should have. It was my cashier who told the customer she needed to be polite. Which turned into a shouting match of swearing and slurs that led two managers to come over and try to sort out what was happening.

Ugh.

Anyway, was told by management that I'm allowed to refuse service to a customer who is verbally abusive.

I'm really passive, too. I think it's due to my religious upbringing because I was NOT passive when I was young.

It does have perks though. it's really hard to push a passive person's button (i.e get a reaction) which annoys the pusher lol

I'd say it's better to be excessively passive than it is to fly off the handle at the smallest trigger.