I work in customer service and think it is one of, if not the main reason that people will discontinue or continue to be a customer. Even if I am having a bad day I don't take it out on my customers. I may explain a situation that has or may caused a delay in service, but in reality it isn't there problem it is mine.
In our office, on my team, we have lost customers due to the market. But almost all of them return as they state they can't get good customer service. One of my customers stated they would gladly pay just to be able to work with me, and I have one client who sends me flowers on my birthday every year.
On my first job, which was in the customer service/pickup department in a warehouse the owner taught me that all customers were important, regardless of how much they had paid. The client who pays $50 is just as important as the client who pays $10,000. It is something that I try to remember in the treatment of my clients.
On the flip side I will take my business elsewhere if I feel the service is bad. There is a local shop where I buy craft supplies. Twice I have tried to return things and was given a hard time. The last time I brought back a product that cost $1.69. I had the receipt, since I had bought the product the night before, and just wanted to exchange it for a different color. I was told that they wouldn't take it because I hadn't purchased that product there, even though I had the receipt. :annoyed: So for $1.69 they lost me as a customer. (I didn't tell the manager because the owner was standing there and made no comment as the cashier continued to argue that I did not purchase the product there.) I went down the street to a similar shop and asked if they carried a specific product. They stated they did not but ordered it and contacted me to let me know they now had it in stock and had put one behind the counter for me for when I was in the area again. Any guess as to where I buy my supplies now?
As to the original post would I have contacted the manager? Me, personally, no. I have had rude/bad customer service before and have complained if I find it is a pattern of behavior, resulting in a least 3 people, that I know of, being fired. So I try to use some discretion. I would have waited until the cashier held out the receipt until I had eye contact and stated "I hope your day gets better." Unless someone is down right rude I don't complain, because I know how hard it can be on the other side of the counter. Any patterns of customer service should be reported to a manger both good and bad. IMHO