NEW YORK — The festive season in December is typically a time for celebration and joy, yet for many individuals working in the retail industry, airline services, and customer support, this period can also be quite challenging. Instead of experiencing goodwill and understanding, these workers often find themselves on the receiving end of frustrated consumers, angry travelers demanding immediate resolution to their issues, and shoppers overwhelmed by holiday stress, all while the same Christmas tunes play ceaselessly in the background.
Kathryn Harper, a senior bookseller at McNally Jackson in New York, remarked on the societal shift that seems to occur as the holiday season approaches. “Something happens around November and people just forget their manners,” she stated, emphasizing the importance of simple gestures like “please” and “thank you.” She urged that being rude does not expedite service or resolve product availability issues.
In early November, Harper shared her thoughts during a virtual press conference alongside fellow members of the Retail, Wholesale and Department Store Union, urging the public to show patience and composure during this hectic time of year. Cynthia Russo, who has spent nearly 20 years working at Bloomingdale’s, expressed similar sentiments, acknowledging the rise in dissatisfaction among shoppers. “I try to kill them with kindness,” said Russo, who emphasizes her own boundaries against verbal mistreatment, often using a phrase like, “Let’s start over,” to reset the interaction.
Strategies to navigate these stressful encounters vary among seasoned workers. Taking brief breaks of five to ten minutes after a particularly tough interaction can significantly help to recenter an employee’s emotions. When it’s impossible to step away, asking a colleague for a temporary hand or alerting a manager for a brief respite can provide much-needed relief.
In the chaotic environment of retail during the holidays, incorporating physical activity can feel impossible. Russo counteracts this challenge by briskly walking around each floor of Bloomingdale’s twice daily, explaining that her coworkers have grown accustomed to her energetic approach.
In an airport setting, Nicole Ray assists passengers requiring wheelchair support. She experiences high levels of stress when resources are scarce during peak periods. Although most travelers treat her with kindness, she endures daily disrespect which can leave her emotionally drained. Amidst her responsibilities and additional jobs that help support her family, she finds moments to escape to a parking garage to gather herself and enjoy some music, often thanking the pleasant guests to lift her spirits.
Remaining calm in the face of rudeness can be a daunting task. However, Tina Minshall, who manages a bridal shop in Cincinnati, suggests remembering that a customer’s impatience likely stems from their situation, not your service. “If you can respond in a pleasant way, it tends to de-escalate whatever is going on around you,” she noted, advising others to remain composed and to focus on helping rather than retaliating.
In the realm of customer support, agents are often inundated with complaints during the season, leaving them vulnerable to hostility. Melissa Copeland, a consultant helping businesses enhance their service systems, emphasized how powerful it is to listen empathically and provide clarifications on next steps. Committing to achievable solutions and offering a smile, even amidst conflict, can contribute positively to interactions.
Finding joy in small moments is also vital. Carol Price, who has been selling books and other products in Fort Smith, Arkansas for years, uses humor to navigate stress while working in retail. She often sings along to the music, albeit with entertaining changes to the lyrics. For her, the pleasure derived from assisting children in finding their desired books outweighs the negative interactions.
Additionally, support from management can help alleviate the emotional strain on employees. Harper advocates for simple acts of kindness, like providing small treats or unexpected breaks. Stephen Yalof, CEO of Tanger, noted that offering gift cards to customers can swiftly diffuse tense situations, demonstrating the power of goodwill in retail crises.
When conditions at work become unbearable, solidarity among employees can be a powerful tool for change. Laura Kelly, a worker in an airport service role, described how increased demands during the holidays combined with understaffing led her to participate in a strike advocating for better wages. She highlighted the importance of empathy from customers, urging them to acknowledge that service workers are human too and deserve kindness.
“Just be loving and caring and put yourself in our place,” Kelly appealed. “Just imagine if we were the passenger and you were pushing us around.”
