As a Customer Service Manager, I tended to run into disappointed customers from time to time who just need to vent. I can understand that. If you are unhappy with something, you often need an actual person to "hear you."
Having said that, if I am dealing with craziness, I am more than happy to call a store manager to deal with the issue. They have a better pay grade, and more experience. That is precisely why I was off to the side doing some menial task why my Store Manager was standing ten feet a way listening to the woman instead of me. Though, standing off to the side listening, I found the exchange spectacularly entertaining. For nearly ten minutes she gave my manager her honest opinion about the situation.
She was only partly upset with our store policy about returns without a receipt. Granted, she wasn't entirely happy that she had been given store credit, but no—her complaint ran deeper than that. She was upset at the store's lack of professional staff.
You see, when she had sent her husband to the store to pick up items she needed for a project, and he grabbed the wrong things, we should have known it. Our employees should have asked him what he was using the products for, and known to tell him what he, or rather, she actually wanted. We should have kept him from making the wrong purchase.
If reading minds were expected of my job, I am pretty sure I would have received training at orientation day. Word of advice? Don't send your non-crafty husbands to the store for you. If you do? Save the receipt.
No comments:
Post a Comment