I was working the LP desk today. My surgery was almost two weeks ago, but walking is still unpleasant. In my store, the LP job consists of watching feeds from security cameras, greeting customers, and checking receipts. Easy.
And then there was Mrs. Hyde.
A woman (whom I'm calling Mrs. Hyde because of her abrupt change in attitude) came in with a digital camera. It's one of those that's supposed to be designed for kids, so the pictures aren't fantastic, but the camera is functional and durable. She had her receipt, the camera, the original box, and all the stuff that came with it. I assumed a return. I was close.
Me: Good afternoon. Return?
Hyde: No, just an exchange, I hope.
Me: Oh, okay. (applies return sticker to camera box)
Hyde: I got this for my son's birthday, but when he opened the box, we found that the little screen was cracked.
Me: That must have been disappointing.
Hyde: A bit, yes. (half-hearted chuckle)
Me: If it was cracked before you opened the box, we'll probably just consider it defective and exchange it for a new one. Just take that over to the Customer Service desk, and they'll sort it all out for you.
Hyde: Thanks! (walks off)
About ten minutes later, she returns from the Customer Service desk. I'm still smiling, but she's gone from the rueful grin of pleasant-customer-with-problem to the cat-butt-face of a sucky customer.
Me: I see you've got a new camera. Everything got straightened out?
Hyde: I want the name of your manager!
Me: (stunned) ... (blinks)
Hyde: Well, not your manager. The store manager. You haven't pissed me off... yet.
Me: Sorry you had an unpleasant experience over there. The store manager is *Bob Jones...
Hyde: (begins writing name on exchange receipt)
Me: But he's out of town for the next four days...
Hyde: (cat-butt-face treated with Preparation H)
Me: The manager who can help you is *Bob Thompson.
Hyde: (relaxes face just a bit, scribbles on receipt, writes "Bob Thompson")
Me: Anything else you need?
Hyde: (snatches receipt off my counter and storms toward the exit)
Me: Have a nice afternoon!
Hyde: (mutters something)
I was in a good mood, so I kinda shrugged her off and went back to my normal duties. I don't get it, though. I helped! There was no pause between my explanation of the manager's vacation and my offer of another manager's name; she just made a snap-reaction.
Besides, if we exchanged her defective camera for a brand new one, why was she so mad? My co-workers who did the exchange couldn't figure it out either.
Oh, well. Happy birthday, son-of-Hyde. Enjoy your camera... if you can...
*Changed. To protect my job.
And then there was Mrs. Hyde.
A woman (whom I'm calling Mrs. Hyde because of her abrupt change in attitude) came in with a digital camera. It's one of those that's supposed to be designed for kids, so the pictures aren't fantastic, but the camera is functional and durable. She had her receipt, the camera, the original box, and all the stuff that came with it. I assumed a return. I was close.
Me: Good afternoon. Return?
Hyde: No, just an exchange, I hope.
Me: Oh, okay. (applies return sticker to camera box)
Hyde: I got this for my son's birthday, but when he opened the box, we found that the little screen was cracked.
Me: That must have been disappointing.
Hyde: A bit, yes. (half-hearted chuckle)
Me: If it was cracked before you opened the box, we'll probably just consider it defective and exchange it for a new one. Just take that over to the Customer Service desk, and they'll sort it all out for you.
Hyde: Thanks! (walks off)
About ten minutes later, she returns from the Customer Service desk. I'm still smiling, but she's gone from the rueful grin of pleasant-customer-with-problem to the cat-butt-face of a sucky customer.
Me: I see you've got a new camera. Everything got straightened out?
Hyde: I want the name of your manager!
Me: (stunned) ... (blinks)
Hyde: Well, not your manager. The store manager. You haven't pissed me off... yet.
Me: Sorry you had an unpleasant experience over there. The store manager is *Bob Jones...
Hyde: (begins writing name on exchange receipt)
Me: But he's out of town for the next four days...
Hyde: (cat-butt-face treated with Preparation H)
Me: The manager who can help you is *Bob Thompson.
Hyde: (relaxes face just a bit, scribbles on receipt, writes "Bob Thompson")
Me: Anything else you need?
Hyde: (snatches receipt off my counter and storms toward the exit)
Me: Have a nice afternoon!
Hyde: (mutters something)
I was in a good mood, so I kinda shrugged her off and went back to my normal duties. I don't get it, though. I helped! There was no pause between my explanation of the manager's vacation and my offer of another manager's name; she just made a snap-reaction.
Besides, if we exchanged her defective camera for a brand new one, why was she so mad? My co-workers who did the exchange couldn't figure it out either.
Oh, well. Happy birthday, son-of-Hyde. Enjoy your camera... if you can...
*Changed. To protect my job.
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