got angry in Marks and Spencer yesterday, was I wrong?

Nah you were definitely right, I'd have said something as well.
They ARE paid to smile and pack nicely, also we're talking about Marks and Spencers here so you expect a certain level of decency. I'd be appalled at myself if I treated someone like that work.

I want to know how she reacted!

Granted she was a bit rude, OP, but you could be a bit more considerate - everyone has bad days, and while good manners might cost nothing, having a smile for every person that goes through your checkout 10 hours a day 300 or so days a year, must be almost impossible.

They're really not. Why am I the only person who thinks this poor woman deserves a break?

Absolutely not. The women that work in my local Asda have faces like flat-packed steel. Realy bugs me sometimes, good manners don't cost anything.

lol.. read up on customer service theory/practice. A server doesn't necessarily have that discretion.

They're really not. Why am I the only person who thinks this poor woman deserves a break?

I disagree. It's not difficult to do your job and smile, the whole point of customer service is that you leave your angst at the door. I've had hellish customer service jobs where I've got home and just wanted to never leave the house again, but you really do have to just take it on the chin - if you can't manage a shift without grumping at customers then goodness knows there are five people who'll have your job that can.
---
Yeah this attitude is not going to get you far in life if you don't think you're paid to put on a decent show for customers.

Have you ever worked in a job like that? Do you have any idea how many pompous, irritable, self-righteous people have probably just passed in front of her eyes in the last few hours, treating her like nothing more than a servant?

"The customer is always right" comes from the management - it's just asking the employees to do more for less. In fact, it got quoted at us so often at my last job that we were officially told that "the customer is not always right", and whilst we should be polite and go out of our way to help them, it's a business and they can't use it to get free stuff.

Granted she was a bit rude, OP, but you could be a bit more considerate - everyone has bad days, and while good manners might cost nothing, having a smile for every person that goes through your checkout 10 hours a day 300 or so days a year, must be almost impossible.

Sorry, it reminded me of work. I didn't mean to take it out on you

Out of interest, are you talking from the point of view of full-time work? I'll admit I'm only a student who's had lots of weekend supermarket jobs, but I found them hellish, and I was only defending you people

As someone who works on a checkout quite a lot, I can say that it can be very difficult to keep up a top quality level of customer service all the time.

When you're having a bad day, it's busy, you haven't managed to take your breaks and you're at the end of an 8 hour shift that started at 6AM, believe me, it can be trying. Especially when customers act like entitled ass hats. Not that I'm saying OP was, but a lot do.

The way I see it, put your self in their shoes, honestly try to see things from their side of the counter, consider the stresses they may be under, and then if you still feel what they did was an unforgivable breech of conduct, you have a right to complain. But to be honest, if you've never worked such a role you really have no idea. I serve with a polite manner, engage in conversation and offer all the help I can 95% of the time, but that other 5% of the time, well, it can be trying.

lol.. read up on customer service theory/practice. A server doesn't necessarily have that discretion.

I was buying some items and the cashier after scanning them just dumped my stuff next to the bags and moved on to the next customer. She even started placing her items in bags. I said "excuse me, but is that customer service?"

Was this wrong?

I work in a customer facing environment, and yes, a server defiantly does have that discretion. If you are polite to us, then we will do the best we can to help you, if you are rude, arrogant, pompous or just 'expect' things without so much as a thankyou you will get the minimum level of service we can get away with.

You would be amazed how many times waitress, bar staff etc walk into the kitchen and shout '****ing customers'...