The other night, I was bagging for one of our cashiers. She's one of our best cashiers when it comes to interacting with the customers - always happy, always cheerful, she's fast, and her money is always spot on at the end of her shift.
On this occasion, she
Our registers also will occasionally say "Invalid account" when you run your card as debit. We don't know why, our vendor doesn't know why, it just happens. If you run the card again, it goes through fine. Probably the same reason why occasionally our scanners will say "Item not on file" on the first pass, then scan the item correctly on the next pass. That's the cost of running the latest and greatest technology I guess (our registers are from NCR, running on Windows XP Embedded, with an XML and HTML based customer screen.. very powerful, very customizable).
Nobody had ever had a problem beyond a little griping until this gem.
SC: You were pressing buttons on your little thing there when I ran it! That's why it didn't go through!
Cashier: Ma'am, I'm sorry, but I have to press keys to send it through. It's a bug in our registers, here's what my screen says *swings cashier monitor toward customer*. If you just swipe it again, it'll work.
SC: No, you've already charged it. I refuse to swipe it. It even asked how much cash back I wanted!
Cashier: I can assure you, you weren't charged yet. And if you do get charged twice, we'll make it right.
This goes back and forth, the cashier finally offers to get a manager over, customer says not to worry about it and finally... SWIPES HER CARD AGAIN. Oh no, the horrors! And it went through! The cashier was pissed enough that she just stopped talking entirely - this cashier was already pissed about having to stay past the end of her shift anyway, since we'd gotten really busy, but wasn't letting it show much.
It doesn't sound so bad yet, until I saw the SC over at customer service a few minutes later, demanding that the frontend manager pull up every damned transaction that cashier had done during her shift. He compromised and said he would pull up the ones before and after her purchase. Surprise surprise, she was charged once, and he was able to show her the exact same error message, and told her the exact same thing.
Then the SC went off about how rude "that girl" was and how "she must be having a bad day". Which ticked off the front end manager. He politely told the customer "If you have 10 minutes, I can tell you EXACTLY why she's having a bad day, and a lot of it has to do with this particular error coming up over and over. She's one of our best cashiers and I've never seen her take it out on a customer." The SC backed off after this.
Wait..... did I just see management stand up for us during a complaint? Has hell frozen over?
I really like our new front end manager.
On this occasion, she
Our registers also will occasionally say "Invalid account" when you run your card as debit. We don't know why, our vendor doesn't know why, it just happens. If you run the card again, it goes through fine. Probably the same reason why occasionally our scanners will say "Item not on file" on the first pass, then scan the item correctly on the next pass. That's the cost of running the latest and greatest technology I guess (our registers are from NCR, running on Windows XP Embedded, with an XML and HTML based customer screen.. very powerful, very customizable).
Nobody had ever had a problem beyond a little griping until this gem.
SC: You were pressing buttons on your little thing there when I ran it! That's why it didn't go through!
Cashier: Ma'am, I'm sorry, but I have to press keys to send it through. It's a bug in our registers, here's what my screen says *swings cashier monitor toward customer*. If you just swipe it again, it'll work.
SC: No, you've already charged it. I refuse to swipe it. It even asked how much cash back I wanted!
Cashier: I can assure you, you weren't charged yet. And if you do get charged twice, we'll make it right.
This goes back and forth, the cashier finally offers to get a manager over, customer says not to worry about it and finally... SWIPES HER CARD AGAIN. Oh no, the horrors! And it went through! The cashier was pissed enough that she just stopped talking entirely - this cashier was already pissed about having to stay past the end of her shift anyway, since we'd gotten really busy, but wasn't letting it show much.
It doesn't sound so bad yet, until I saw the SC over at customer service a few minutes later, demanding that the frontend manager pull up every damned transaction that cashier had done during her shift. He compromised and said he would pull up the ones before and after her purchase. Surprise surprise, she was charged once, and he was able to show her the exact same error message, and told her the exact same thing.
Then the SC went off about how rude "that girl" was and how "she must be having a bad day". Which ticked off the front end manager. He politely told the customer "If you have 10 minutes, I can tell you EXACTLY why she's having a bad day, and a lot of it has to do with this particular error coming up over and over. She's one of our best cashiers and I've never seen her take it out on a customer." The SC backed off after this.
Wait..... did I just see management stand up for us during a complaint? Has hell frozen over?
I really like our new front end manager.
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