Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter. Floored by the blatant dismissal dis, yet urgently needing a black dress, I made my way to the Ponte sheath black dress I’d seen on the chain’s website. I grabbed a size ten (and a size twelve just in case) and helped myself to the dressing room. Before I could release the French-door latch, an employee was damn-near on my heels. “Would you like to try those on?” Obviously. “Can I get your name?” This sudden interest is because you fear I’ll put one of these dresses in my handbag, right?
My face is shiny with shame as I type this next sentence. Excited that I still fit into a size ten and because the dress itself was gorgeous, I was ready to bag it up, in spite of the way I was treated.
But, stepping out of the dressing area, I just about tripped over an employee who glared at me with assumption. I woke up at this point, remembering that I have a closet full of black dresses. And remembering that I deserve to be spoken to, and served. Just like any other customer.
De-escalation Training for Customer Service & Soft Skills Training 