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Earlier this week I dealt with 2 separate difficult situations, and I would like your feedback.
The first situation:
I was giving breaks to some of my co-workers. The Kroger I work at, you do not have to clock out for your 30 minute break. However, there are front-end employees at the location I work at who take more than a 30 minute break. The front-end supervisor that day asked me to call over the store intercom for the cashier I was giving a break to... to come back to her register. She got pissed off at that when she returned. She glared at me when she returned, and when I told her that the front-end supervisor asked me to call her name over the intercom, she glared at me again. She then paged one of the assistant managers over the store intercom. Twice that day she left her register, I was at register 11 and she was at register 10, to go somewhere else. She was gone for several minutes.
The second situation:
This involved a customer who likes to pull scams. She had her young daughter with her. She was had a cart-load of groceries. She gave me an expired rain check that she wanted to use. So I called for a manager to come over to the register I was at. The assistant front-end manager came over. He told her the she could not use her rain check because it was expired. She was not happy about that. At that point my instincts told me that something was not right about the entire situation. She told the assistant front-end manager that she would go to the location closer to where she lives since that location will accept her expired rain check. She began unloading her cart, and I scanned the groceries as quickly as possible since we were all trained to do this. She had several coupons to use, but she did not organize her coupons. She was still going through her coupons when I finished scanning her groceries. There were other customers waiting in line. It was apparent that she wanted to take her time. So I scanned the coupons she gave me, and I put them in the drawer where they go. She continued going through her coupons. I continued scanning them and putting them in the drawer. Then she claimed she got confused and wanted to know how many of "x" item she bought as well as how many coupons she gave me of "x" item. I told her that I scanned the coupons she gave me. She told me that I was too fast, and that I was not doing my job correctly. She then unloaded more groceries from her cart and gave me more coupons to scan. While she was paying for her groceries, she asked me "why is the card reader asking me for my phone number when I already gave you my Kroger card." So I replied "I do not know why." She then huffed and puffed and said "well, you need to fix that dear." So I fixed the problem, and she paid for her groceries. But then she asked if she got 3 catalina coupons from the machine that is at the register, and I told her that nothing printed from that machine. So I called for a manager to come to my register. The same assistant front-end manager arrived, and told her that does not know why that happened. He told her to go to Guest Care. Turns out from him she wants to scam Kroger, that she has come to his line in the past, and that he does not like dealing with her.
I would like your feedback on each situation.
The first situation:
I was giving breaks to some of my co-workers. The Kroger I work at, you do not have to clock out for your 30 minute break. However, there are front-end employees at the location I work at who take more than a 30 minute break. The front-end supervisor that day asked me to call over the store intercom for the cashier I was giving a break to... to come back to her register. She got pissed off at that when she returned. She glared at me when she returned, and when I told her that the front-end supervisor asked me to call her name over the intercom, she glared at me again. She then paged one of the assistant managers over the store intercom. Twice that day she left her register, I was at register 11 and she was at register 10, to go somewhere else. She was gone for several minutes.
The second situation:
This involved a customer who likes to pull scams. She had her young daughter with her. She was had a cart-load of groceries. She gave me an expired rain check that she wanted to use. So I called for a manager to come over to the register I was at. The assistant front-end manager came over. He told her the she could not use her rain check because it was expired. She was not happy about that. At that point my instincts told me that something was not right about the entire situation. She told the assistant front-end manager that she would go to the location closer to where she lives since that location will accept her expired rain check. She began unloading her cart, and I scanned the groceries as quickly as possible since we were all trained to do this. She had several coupons to use, but she did not organize her coupons. She was still going through her coupons when I finished scanning her groceries. There were other customers waiting in line. It was apparent that she wanted to take her time. So I scanned the coupons she gave me, and I put them in the drawer where they go. She continued going through her coupons. I continued scanning them and putting them in the drawer. Then she claimed she got confused and wanted to know how many of "x" item she bought as well as how many coupons she gave me of "x" item. I told her that I scanned the coupons she gave me. She told me that I was too fast, and that I was not doing my job correctly. She then unloaded more groceries from her cart and gave me more coupons to scan. While she was paying for her groceries, she asked me "why is the card reader asking me for my phone number when I already gave you my Kroger card." So I replied "I do not know why." She then huffed and puffed and said "well, you need to fix that dear." So I fixed the problem, and she paid for her groceries. But then she asked if she got 3 catalina coupons from the machine that is at the register, and I told her that nothing printed from that machine. So I called for a manager to come to my register. The same assistant front-end manager arrived, and told her that does not know why that happened. He told her to go to Guest Care. Turns out from him she wants to scam Kroger, that she has come to his line in the past, and that he does not like dealing with her.
I would like your feedback on each situation.
Whatever you do, don't let it bother you. She's taking it out on you because she's likely aware that she had better not go glaring at the front-end supervisor.
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