NORWICH, CONNECTICUT -- I work at a Dunkin Donuts and one thing I can say 25% of my customers don't have is common sense. I repeat the order back to them loud and clear and wait for responses and yet these 25% say its wrong when they get it. I had one customer say she wanted a croissant not toasted with cheese and I repeated it, "So you would like a croissant not toasted with a piece of cheese on it?" and she said yes; as soon as she got it, she tells me its not what she ordered, I have many occurrences like this one. I don't know if its our signs that confuse them or they just know what's cheaper and similar enough to make out the complaint.
At drive through, our headsets are very hard to hear out of and don't work 100% of the time. I often find myself, pressing the earpiece against my ear because if I turn it up, the squeaking it makes is unbearable to me and the customer. When my headset cuts out in the middle of an order, I tell them my headset cut out and repeat what I heard and then they talk to me like I'm slow after I explained the problem and they repeat the part I already told them I had. For example:
Me: Thank you for choosing Dunkin Donuts, how may I help you?
Customer: A black turbo and 4 & 4. I will also have ---------------
Me: Sorry, my headset just cut out after the two coffees, I have black turbo, what size?
Customer: A MEDIUM BLACK TURBO (slow voice) and a 4 & 4.
Me: And what size would you like your 4 & 4?
Customer: (slower voice) A MEDIUM BLACK TURBO AND AM XL 4 & 4!!! AND DID YOU GET MY SANDWICH AND DONUT???
Me: No, I didn't, my headset cut out and I needed the sizes of the coffees, please repeat the food part.
Customer: ugh! the 3 pc pancake bites and 2 double chocolate donuts!!!!!
Me: Okay thank you, your total is (and they drive off while I'm speaking)
When a customer like this gets to the window, they stare at you with a look that you have be a saint not to say anything smart to. And in the 3 seconds it takes to recall their order so that the cashier can cash them out they're getting pushy saying what's their total.
I have worked with worse customers at the casino, but how hard is it to comprehend that situation!