A customer complained about me at work today. Was I wrong in what i did?

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de_mi_corazon

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Ok, so there was this little kid running around and grabbing merchandise. There was a huge line and he ran in front and asked me a question while I was helping a customer. I politely told him I would get to him in just a moment. He seemed like a might have some mental/emotional problems and I have very sensitive since I have those issues myself. The people behind him were making comments and shaking their heads. It pissed me off that they were picking on a little kid but I kept my mouth shut. About 10 Min's he came back and was looking for his mom. A young girl( prob about 15 or 16) and her mom noted that I should call his parents up to the front because he was causing problems. The girl was making fun of him and saying that he was recking the store. At this point I was quite annoyed that they would be talking about a little kid like that, especially if it was obvious that he had problems. The woman said to me "looks like that kid needs tranquilizers" and laughed. I looked at her square in the eyes very loudly and said " That's not funny" I know it wasn't in my place to say that and it was unprofessional but I saw myself in that kid. No one besides my family protected me and people laughed at me when I was a kid. Its almost like I was 6 years old and someone was laughing at me. I know this sounds strange but how would you have reacted in my shoes?? I admit I was wrong but god dammit, it felt good to say that to her.
I wasn't yelling but my voice was stern. Kinda of like a parent talking to a little kid. I may have belittled her and she didn't like that. My was boss like "don't worry" He wasn't even upset, all he said was that I should have been more careful about what I said
 
She may have been trying to be funny, but your comment was a bit harsh and judgemental.

It's also possible, that because you were busy taking care of the customers that you did not realize the extent that this little person was disturbing others. I think it is your job to handle peoples complaints and they were complaining to you about this little persons lack of supervision and how annoyed they were.

It sounds to me like you were a bit frazzled and caught off guard too. I wouldn't worry about the encounter considering how your boss reacted. Try to remember that people don't know you or your background and they are kind of making an innocent comment. Personally, I would be annoyed with the child's mother for not taking care of her kid.
 
Okay, I think I see your situation in two different ways. The first way having to do with the fact that you are a person, and the second one being that you are an employee.

As a person, I really think you did the right thing, that woman did not have the right to be rude to a 6 year old, especially if it was obvious that he had some kind of problem. I don't think that if I were in ur situation I would've handled it in the same way, I would've done something much worse and with how you handled it, that was very mature and it's good that you controlled your anger.

Then you need to think of it as you being an employee, in a world where the costumer is always right, it can seem unfair sometimes. The right thing to do as an employee is probably not belittling the costumer.
In my personal opinion I think you did the right thing, and you didnt go overboard
 
If I were in your shoes I would have been more annoyed with the little kid or more accurately with his parents. No matter what is or is not wrong with a child, he or she needs to have proper supervision and should not be allowed to run wild in a public place. No it is not right for people to make fun of a child, especially for an adult to behave that way but I think by simply not participating in their little joke or by pointedly not laughing with them you would have gotten the message across.

You were not totally rude and your heart was in the right place so I wouldn't worry about it too much.
 
I don't think what you said is wrong at all. The woman may have felt threatned though. Normally loud voice comes with anger. Anger is threatening. So it probably wasn't what you said but how you said it. Good job though on standing up for him. Did you find the parents?! Where were they!
 
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