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| Right or Wrong? | |
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| Topic Started: Dec 27 2010, 01:54 AM (145 Views) | |
| WWEFootos48 | Dec 27 2010, 01:54 AM Post #1 |
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God
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So a customer came in today returning a few Christmas items I assume she didn't use. So I go through the return and all that, and afterwards, she makes a comment about something else on her reciept. She mentions that two chocolate bars were .89 each on there, when they should have been .50 each. So I tell her "well I'm not sure if they were actually not on sale or not last week" (I think they were part of a buy 2, get 1 free sale we had last week). Then she asks "so you can't just give me the money for it?" (probably meaning coupons, not actual cash) I ask her "well do you have the candy bars?" She's like "no." Then I was like "well then I can't do anything about it." Which is true, because I'm not going to just issue a $1 coupon for no reason, especially since if it didn't ring up on the sale (and it took her a few days to figure that out I guess) it means it wasn't on sale. I would have done a refund on them too if she had them. I have no problem with that. So then she replies "well I guess I won't be shopping here anymore." So I hand her her refund money and tell her, off-handedly "you know I heard Walgreens has a great sale on candy this week." Her reply was "you know there's a Walgreens and Rite Aid right across from here, right?" And I smiled and said "yeah, I know." Was I wrong in basically telling a customer "I don't care if you shop here or not"? I'm usually not a fan of doing something like that, but it seemed like such a petty thing for her to argue about. So petty that I think she was just trying to see if I would actually do it and will probably shop here in the future. |
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| _DL_ | Dec 27 2010, 02:02 AM Post #2 |
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BURN IT DOOOWWNNNNNNNN!
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I would have given her the middle finger right before handing her the money back and told her to take her old wrinkly ass across to Wal-Greens and deal with the Jews over there. But your passive aggressive actions work as well. |
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| WWEFootos48 | Dec 27 2010, 02:11 AM Post #3 |
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I love the fact that you just assumed she was old and wrinkly. But you hit it exactly. ![]() I've never actually told that to a customer though, so I find it kind of weird. I do like customers in general, and a lot of times do go the extra mile to help them when they're in the wrong (when I worked overnights this lady would come in and I would write her rain checks for items that were on sale two weeks before), but not when they have an attitude like that. Like also today, this lady who comes in every Sunday came in and had all her stuff. I rang up the listerine and it came up regular price, so she showed me the flyer and I showed her that she got the wrong one. So she tells me "that's not how we do business." I mean what the fuck is that? I didn't curse her out right there because she usually buys like 60 bucks in items a week and generally is considered a "regular," but why have certain items on sale if a customer is going to come in and say that we're wrong? We don't bargain here, it is what it is. We're not the boardwalk. |
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| _DL_ | Dec 27 2010, 02:30 AM Post #4 |
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"that's not how we do business." Oh lolol. There's not much you can do with those kinds of customers without risking losing your job. Subtle and snide comments are the best way to go if you're really feeling hot under the collar. Or just keep smile on your face and say "THANK YOU COME AGAIN!" |
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| Kraul | Dec 27 2010, 07:15 AM Post #5 |
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Unless you work yourself into a position where you have a lot of pull, or at least the managers are much more willing to forgive you. Like me. The kind of stuff I say to people should have gotten me fired a long, long time ago, but with the position I worked my way into combined with me usually saying what the others (including managers) want to say (so they can vent by-proxy), I can get away with a lot. I think you were totally in the right, Whosey. Just because you're in customer service doesn't mean you are there for them to walk all over you. It's only the over-sensitive, paranoid people over the years that have made people think that's how they're supposed to be. Sometimes customers need to know that, yes, their shit stinks too. |
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| Cybrus | Dec 27 2010, 12:00 PM Post #6 |
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STAY HYPED!!!
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The first woman sounded like she was basically giving you an ultimatum where she demanded a refund or was threatening to take her business elsewhere. It's a good thing you didn't give in. If she made that kind of threat over $1 and was successful, she would have come back (to you) and tried to have gotten a better deal using a similar tactic. Good customer service is an important thing, but you never let the customers set demands or give you ultimatums, especially when they are in the wrong. I think you handled the situation perfectly. You seemed to have come off polite about it, but you let her know that she is free to try the competition if she isn't completely happy with the company for which you work. Now, if you wanted to be a complete ass and tread over to "you're wrong, Whosey", then the next time you see that particular customer (and you know she is coming back, it's just a matter of if you remember her), then you greet her "Hello, welcome to Walgreen/Rite Aids...oh, no, wait, You came back to CVS after all" and then smile at her. ![]() The second example seemed like an honest mistake. She thought she saw a sale and pointed it out. You pointed out her error. Nothing wrong with that. Again, good customer service is the right thing for any company, but you don't bend over backwards for people for no reason. I think you handled that situation in a good way too. As long as you aren't rude to your members or make it obvious that you are making fun of their mistakes, then it's alright to be a little snide with your comments.
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| WWEFootos48 | Dec 27 2010, 04:17 PM Post #7 |
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I'm not really paranoid about my position at all, where if I say one thing I'm going to get fired or anything. Everybody in my store likes me (especially the manager), so I feel like as long as I keep it within bounds I'm not going to have trouble. I'm actually starting to get a reputation of saying weird things to customers anyway, so it's starting to become normal. For example, one day a lady standing in line started complaining to me that there should be more than one register open and that it was unacceptable that there wasn't more than one person ringing (there were two people in the store that day, the other one was counting the registers upstairs). That's completely fair, but the way she said it annoyed me. Like she was in a hurry to go somewhere. So I called the other person down (I actually had the phone in my hand when she said that) and she helped the customer I was helping (it was putting a certain photo order in the computer). Eventually the lady came to the register after complaining one more time, and bought a carton of cigarettes. She seemed to have calmed down a little bit. I told her what she owed, and she handed me the money. I think she was one or two dollars short, so I told her such. She asked me how much she gave me and I told her. So then I tell her half-jokingly "you complain about the line being long but now you're the one holding everybody up!" She thought it was funny, and eventually left after paying me. After she left, the other lady who I was working with was laughing and asked "do you realize what you just said?" I'm like "yep!" You could see all the customers in line start laughing because you know damn well they were all getting ticked off by her too. So basically I know when to pick my fights it seems. I'm just glad to know that people agree with me when telling the lady what I did. It's just funny that when working retail you can basically be called an asshole one second, then 5 minutes later get thanked 10 times by a customer and get told that I was really helpful. |
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| WWEFootos48 | Feb 1 2011, 03:22 AM Post #8 |
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Scenario #2: My manager flagged me over near the register and told me to "keep a look on that guy." He had one of our cheap (quality, not quantity) TVs in his register, and according to my manager made some weird moves. So he goes up to the register and someone else begins ringing him up. He asks to price verify the TV, and the cashier tells him. I'm standing by him (asking the cashier a question I know the answer to) while the guy asks to open the box to see the TV. This is normal, but I ask the manager anyway if it was alright (sometimes people have a problem with it, sometimes people don't). He said it was fine, and the guy concurred, "see, no seal or anything." So I make a joke I've made a thousand times, which was "that's fine, just don't run out with it." I laughed and everything, to show that I was joking. Even if I was, in the back of my head I wanted to see the guy's response because obviously we were all suspicious of him. So he starts off on a rant about how wrong it was for me to make a joke like that, and how it insulted him to even say something like that. He kept talking about some random crap about how it makes people feel, clearly trying to hide the fact that we now KNOW he was going to steal it. So I reply in a slightly high-pitched voice, "yes daddy!" He responds, "be happy you're at work right now or else I would punch you in the face." Oh, how nice. I more or less called him out on him stealing and he threatens to hit me. So he continues on, even asking me if you can mount it onto a wall. Since my job was done, I went into the back (not before telling my manager what the guy said), but was called back up because there was a line forming. I help another customer, while the other cashier finished up with the guy. He leaves, and I remark "Merry Christmas!" (that was a remark one customer told me he always told people who were really angry, and although it made them even more angry, it was funny to watch. So I figured I'd try) So the guy heads towards the door, turns around, then goes "do you think you're funny?" I tell him "yeah, I do." "Please, you're just a kid. I'm a lot older than you (even though he looked like he was in his early 20's). You're just a pimply faced, skinny, bad-haired kid who thinks they know everything. You say something like that to the wrong person and they're going to knock you out!" I was insulted. I told the guy, "you forgot about my braces" because when you're going for it all, the FIRST thing you should insult is a young adult wearing braces. So he threatens to punch me again, and I sarcastically remarked "have a good night!" Then he left. Now it was clear he was stealing, but even if he wasn't (to which I would have made that joke anyway) that would be an extremely insulting way to react to it. Actually with a reaction like that I almost wanted to respond after he was finished with "oh...so you were stealing?" because it clearly gave that away. Edited by WWEFootos48, Feb 1 2011, 03:23 AM.
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| _DL_ | Feb 1 2011, 03:33 AM Post #9 |
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Was he white? |
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| Purple Marauder | Feb 1 2011, 03:43 AM Post #10 |
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Stand Back! There's a Hurricane Coming Through
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The guy did nothing wrong and you were a smartass. What's Scenario #3 ? |
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| _DL_ | Feb 1 2011, 03:44 AM Post #11 |
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THIS! |
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| Purple Marauder | Feb 1 2011, 03:48 AM Post #12 |
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Stand Back! There's a Hurricane Coming Through
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Spoiler: click to toggle
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| WWEFootos48 | Feb 1 2011, 04:09 AM Post #13 |
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Yeah, he was white. And I was only being a smart ass after he threatened to punch me in the face after making a joke I've made a bunch of times to people who found it hilarious and TOOK ABSOLUTELY NO OFFENSE TO IT. Please, he was clearly trying to steal the TV and I caught him. If I wasn't standing right there and if he didn't see me and my manager talking while he was peeking at us through the aisles he would have ran right out with the thing.
Edited by WWEFootos48, Feb 1 2011, 04:10 AM.
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| Purple Marauder | Feb 1 2011, 04:20 AM Post #14 |
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Stand Back! There's a Hurricane Coming Through
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He was clearly trying to steal a TV by bringing it up to the register. What a master plan. You made a smart remark and he thought you were being a D-Bag and not D-Man. Just because some people laugh at your joke doesn't mean everyone will. Your job is to wait on customers and be nice while doing it. You failed at that. You are fired.
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| WWEFootos48 | Feb 1 2011, 11:22 AM Post #15 |
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Right, so a completely innocent guy will keep tabs on two CVS employees by clearly staring right at them from two aisles away while he's walking down an aisle? I get what you're saying, but it's obvious he figured out that we knew he was trying to do something so he "covered" by going to the register and making an excuse as to why he isn't getting it. If nobody was keeping an eye on him, he would do what customers do do at times, which is just run out of the store with the cart. But that would be stupid to do because then we would either just follow him (which we legally can't do but he doesn't know that), or at the least, know he stole right off the bat and call the cops. It wasn't just the fact that he had a TV in the cart; it was the fact that he paid all in money cards for the stuff he did buy (which means he's been here in the past returning stuff without a receipt), didn't have a CVS card (which would denote him being a regular) and, according to my manager, walked to the other side of the store after getting the TV in his cart where there was a straight line out of the store. Then when I was called up, he went back to the other side. He was stealing. I called him out on it. Also, just to add, because I like being thorough, my criminal justice background taught me about those "questions." Like if an officer wanted to see if there was any reasonable suspicion to check a person's car, they would ask a question like "so you're good, right? You don't have anything in there, like a dead body?" They would ask they jokingly to see what the response was. The normal person would laugh, but if the person got all defensive, then you knew something was up. Same thing here. Even if the person thought I was a douchebag and didn't like the joke, you don't react to a joke like that by threatening to punch an employee in a face unless you were up to something. Edited by WWEFootos48, Feb 1 2011, 12:06 PM.
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| Kraul | Feb 10 2012, 01:58 AM Post #16 |
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![]() People need to learn to have a sense of humor. The whole "customer is always right" mentality is fine and dandy when you're just a customer but when you're on the other end of it, it becomes painfully obvious that the customer is quite often very wrong. Catering to idiots only makes it worse because the person never has any reason to change their behavior. The initial theft joke might have been in questionable taste or poor timing in some opinions, but if the guy didn't think it was funny, then he could have just ignored it. If Whosey then kept putting it out there, then the customer's reaction would be justified and it would reflect badly on Whosey... but that wasn't the case. It just makes the customer look like a suspicious ass and Whosey like someone who isn't going to bend over for an idiot. Old post... but I wanted to comment anyway because I've been in similar situations. I've never given a customer shit unless they do something to deserve it. Just because you're performing a service for them doesn't mean you have to swallow everything down that they dish out and smile afterwards. |
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You made a smart remark and he thought you were being a D-Bag and not D-Man. Just because some people laugh at your joke doesn't mean everyone will. Your job is to wait on customers and be nice while doing it. You failed at that. You are fired.

8:42 AM Jul 11