Workplace stress issues

I work in face-to-face customer service, positioned between two counters where guests approach from both sides. Our supervisors are based in the adjacent room. Despite having foot and knee injuries that prevent me from standing for long periods, I have more seniority than most of my colleagues, including many of our supervisors. The majority of our staff consists of new hires.

I am willing to train others, but dealing with customers ranges from pleasant interactions to highly confrontational situations. Any mistake can quickly escalate through social media and corporate channels if not resolved promptly. If I notice a potential issue-such as a colleague who is unsure how to handle a situation or giving incorrect information-I want to step in and help. However, my colleagues often hesitate to ask for assistance because they fear looking incompetent in front of guests.

Navigating this delicate balance is challenging. When my colleague leaves the room to seek advice from a supervisor and a guest approaches me instead, I find it difficult to assist without causing further issues. For instance, when someone shouts about "the man behind the curtain," referring to The Wizard of Oz, it clearly shows how guests are frustrated by such delays.

I have been instructed not to intervene directly in conversations with customers but also to corect my colleague if they provide inaccurate information. This conflicting guidance has left me feeling caught between a rock and a hard place. If I don't assist, customers might leave without the right answers, damaging our reputation. However, stepping in risks both my health and professional standing, as well as potentially tarnishing the company's image.

This situation is causing significant stress for me.