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purplecat41877
12-11-2006, 05:07 AM
Yesterday, a customer came up to the service desk wanting the manager. My coworker at the service desk explained that the manager was on break at the time but let the customer make the complaint.

It turned out that he went to a checkout line, asked the checker if she was open, and she didn't answer right away because she was talking on the phone. When she finally answered, she gave him an attitude which the customer didn't appreciate. The customer mentioned at the service desk that he was the customer and he shouldn't have been treated like that which was true. This is one customer complaint I was glad to hear since this is one of the coworkers that sometimes gives me an attitude when I ask her something or to do something.:devil:

purplecat41877
01-21-2007, 06:04 AM
Yesterday, a customer complained that the checker that served him was rude to him. I had to ask him which checker it was since the customer said the name of the assistant store director who wasn't in that day and the customer let me know which register the checker was in. The checker heard the complaint and mentioned after the customer left that he didn't feel like being nice to him. This happens to be the same checker who tells service desk employees to chill when he's told to do something.:mad:

Retail Associate
01-24-2007, 03:16 AM
It turned out that he went to a checkout line, asked the checker if she was open, and she didn't answer right away because she was talking on the phone.


Why is it that customers feel they can just interupt when a clerk is on the phone? This is one of my biggest pet peeves about SCs. It's not as if I'm chatting with my friends...I'm doing my job. Just wait you impatient, gravy sucking pigs! Gr-r-r-r-r!

:mad:

CrazedClerk
01-24-2007, 04:37 PM
Why is it that customers feel they can just interupt when a clerk is on the phone? This is one of my biggest pet peeves about SCs. It's not as if I'm chatting with my friends...I'm doing my job. Just wait you impatient, gravy sucking pigs! Gr-r-r-r-r!

:mad:

They can stand in front of my counter, tap their fingers, point to their watch, or give me menacing looks, but if I was on a business-related call BEFORE they came in to the store, they are going to have to wait. The calls I deal with are rarely more than a few minutes long anyway.

mrsjfreak
01-24-2007, 11:06 PM
Actually if you're on the phone, business related or not, you're supposed to take the customer. Otherwise they can call the corporate office of your store, and you can get fired. We've had complaints about people being on the phone before. We FINALLY had someone complain about my co-worker being on the phone while training me (I didn't know the answer to a question, so I had to turn to her, but she kept saying "wait wait") She finally got a write up and she rarely uses the phone anymore

Retail Associate
01-25-2007, 06:39 AM
Actually if you're on the phone, business related or not, you're supposed to take the customer.


Our store has no such policy. If I'm on the phone, it's usually with a customer or for a customer. The SC trying to interupt WILL wait his/her turn...just like everybody else. They can call corporate all they want. I'm just doing my job. If corporate wanted someone who deals with the phones only, then they would hire a receptionist to field all these calls. (One can dream.)

My phone(s) ring non-stop some days. There are times when I have 3 of them on my back pockets. If I don't answer in a timely fashion it transfers to the manager in charge. Then I get reamed for not answering the phone(s).

Kiwi
01-25-2007, 05:35 PM
At my place of employment, phonecalls that start before the guest walks up do take precident, people have to wait their turn.

If its a personal call its ended before they even reach the desk, it is business and theres no one else around I give them a quick "I will be with you as soon as possible" and get back to the conversation... so as to end it as soon as possible.

But my particular workplace is not the same as a supermarket...

CrazedClerk
01-26-2007, 04:42 AM
If the customer enters the store and walks to the counter as the phone is ringing, I will take the customer, but if I was on the call when he or she came in, they can wait a few minutes. I would be stunned if I got fired for being on the phone when a customer came into the store. Like I said my calls don't usually take long anyway.

powerboy
02-02-2007, 07:58 AM
The only person to call my store, is the main owner, when he is not there, and he usually calls about every 15 - 30 minutes. Then he doesn't understand, that we have someone in there, to actually end the call.

AZangel
02-04-2007, 07:53 AM
I guess there's a very fine line which customer comes first because where I work, I've been told they are equally important. So in essence they're telling me I have to help both customers at the same time. Yeah, that should work.:D

DarthRetard
02-04-2007, 02:41 PM
Heh heh. My store's policy is the same AZangel. Cept, most of the time, my duo-tasking, as I like to call it, requires me to do things in two different languages at the same time, because of my locationa nd the demographics here in SOUTH florida.:D

BuhMule
02-13-2007, 01:04 AM
Actually, I was always taught that "the customer in front of you can see that you're on the phone; but the customer on the phone cannot see the one in front of you."

If you're conducting business on the phone, the twerp tapping his fingers and pointedly looking at his watch can go cut bait.

-Buhmule
Nearly all men can stand adversity, but if you want to
test a man's character, give him power.
Abraham Lincoln (1809 - 1865)

Coles checkout chick
02-14-2007, 01:54 AM
I've notice that customers that complain about rude staff are usually the rudest people themselves. Last week a mother of pre-teens went off about a s/a and how she had given attitude (ie rolled her eyes). The s/a was 15 had only been trained 2 weeks ago and was nearly at the end of a four hour shift. The customer made a written complaint about this girl and all because she rolled her eyes, how very mean of her. Maybe the customer needs to up her medication.

Canadian In Maine
02-15-2007, 03:29 PM
It turned out that he went to a checkout line, asked the checker if she was open

I'm sorry, but this has to be the most assinine question ever asked by a customer.

Would I be behind the cash register if I wasn't open? Open your eyes for god's sake!!!!

I have actually had people approach my checkout while I was counting out change to another customer and ask me if I was open....uh, well, there is a customer in front of you and I'm handing them their receipt and change. What do you think???

Lace Neil Singer
02-15-2007, 07:04 PM
I've gotten that too. I just want to say, "No, I'm wearing this uniform for fun and sitting behind this till for kicks." Use your common sense, people!

If I'm just sitting there twiddling my thumbs then yes, I might just be waiting to send my money up, but there is always a sign so look for the sign before you speak!

HYHYBT
02-19-2007, 09:58 PM
Would I be behind the cash register if I wasn't open? Open your eyes for god's sake!!!!Occasionally, yes... but in those cases it's generally obvious: say, they have all the money sprawled out on the belt, or are attaching or removing cables from its back... we had one off for repair a while back. One day, someone walked right past the line at the other register up to this mostly-empty space (the printer and card reader were still there) and asked if that line was open...

crinklestein
02-22-2007, 03:34 AM
The way I looked at it when I worked in stores was that the people that are actually standing in front of me take presidence over someone on the phone asking stupid questions like what prices are or what's on sale or if we have something in stock. And if I was helping a customer before the phone started ringing I would ignore the phone. I can only help one person at a time and it's first come first serve. I got yelled at once for not answering the phone because it was the manager calling. I was the only one in the store because I was working 3rd shift and I had a line at my register. And I reminded the manager that I am a cashier not an operator. My job is customer service not manager service. The physical customers come before the phantom customers do and the managers should realize that we are there to deal with the customers, not hold up the customers while the manager rattles off a list of crap for you to do.

katie kaboom
02-26-2007, 03:34 AM
I flat out refuse to answer the phone in the middle of a customer's transaction and i don't care who is calling. It can wait. I think it bugs some people at my work that i won't answer the phone while with a customer, but really, if we are gonna complain that it's rude for customers to take a call during a transaction then it would be hypocritical for the employee to take a call either. What's good for the goose is good for the gander.

Arcade Man D
03-02-2007, 06:44 PM
Calls are a tricky thing. At the arcade, I am almost always ((Basically, only one day a week am I ever not the only person on.)) the only person on. I will generally excuse myself if I get a phone call on the work phone, or a call on my cell phone that is work-related ((my boss, if he's calling from his cell, and he knows I'm working, will generally call my cell phone as we both have the same provider, ergo it's a free call.)) I will, however, always excuse myself. Thankfully, my customers are pretty understanding about this.

AFpheonix
03-02-2007, 07:06 PM
I typically alternate, because our phone calls can be doctors or insurance companies, blah blah.

If it's busy, I'll ring AND be on the phone AND type prescriptions in at the same time.
When we still had a microphone for drivethru, I could be on the phone, type, work drive thru alternating with front counter customers all at the same time. Now I answer the drive thru with the phone, so I can't multitask quite as much as I used to.

Probably a good thing.

BookstoreEscapee
03-04-2007, 07:28 PM
If I was ringing up a customer I wouldn't answer an outside phone call, but if it was someone calling on the intercom I would pick up real quick and say I'm with a customer. Plus if they beep the intercom it's automatically on speaker so I can talk without actually picking up the phone. But whatever they want me to do will wait till I'm done with the customer. Usually it was someone who needed a supervisor function or a cashier waiting to get a drawer so they could wait a minute.

If I was helping someone at the customer service desk and the phone was ringing I'd just hit the button on my portable to shut it up. If it rang long enough to go to the landline I'd answer it real quick, tell the person I'd be right with them, and put them on hold. Then I'd page someone to pick up the line and hope they'd get it, or else I'd get it when I was done with my customer.

purplecat41877
03-18-2007, 04:14 AM
The other day, a customer complained that the lady in seafood wasn't very friendly and didn't smile. The customer mentioned that this employee intimidated her. In a way, I let the customer know that this didn't surprise me and offered to get the manager which the customer declined. The substitute manager ended up coming up anyway and I informed him of the situation.:angel:

Delphae
03-28-2007, 05:50 AM
If I am alone, I will answer the phone and serve the customer often because the customer and the phone will ring at the same time. I haven't had one complaint about doing that. Most people understand that the phone person only rings for so long, while they can wait.

asopu10
03-28-2007, 07:45 PM
I had a very rude culegee who was complained about and got a verbal, served her right completely. I also had a women complain to me about the stae of the shops basket, I had complained before and nothing had happen, and asked if she'd mind haning on a second as I'd like the manager to hear her complaint direcetly. I fetched the manager, who hates dealing with customers, so I did'nt say what the problem was till he got there, and then it was too late for him to run. He had the baskets cleaned.