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So with the holiday season upon us, we have a crop of new hires, who need alot of hand holding. Most of the time when they call for a MOD, I or one of the others who have been awhile can answer their questions.
Last week, a customer demanded that we honored an expired coupon. Newbie, calls for a MOD, I'm standing about 3 registers away and don't really need the headset to talk to newbie, but do so so the MOD knows I've got this. Where I'm standing also means that I can pitch my voice so the customer can hear, and I ask whats up.
N: (head set)The customer wants a manger to honor his expired coupon.
Me: (head set)No.
N: (headset) No?
Me: (headset and pitched loud enough so customer can hear) No, the coupon clearly states the 7 seven days he has to come in a use it. If he can't get here in the set amount of time, then he does not get the discount.
Customer: You know your inner bitch is showing!
Me: (without headset right to customer)I love how you think I'm trying to hide it. There's no inner, its all bitch all the time.
MOD: {had started to walk up heard the conversation and turned around so as not to be seen by the customer}(over headset) 1. I can't believe he said that to you. 2. I can't BELIEVE that was your response to him and 3. Thank you for handling that. You better not get a compliant
Me: (headset) Phffffft! I'd like to see him try it. By the way nice "Nope"-ing, I saw you turn away
MOD: (headset) You have no proof, I was called elsewhere.
Me: (headset) Yeah right
Last week, a customer demanded that we honored an expired coupon. Newbie, calls for a MOD, I'm standing about 3 registers away and don't really need the headset to talk to newbie, but do so so the MOD knows I've got this. Where I'm standing also means that I can pitch my voice so the customer can hear, and I ask whats up.
N: (head set)The customer wants a manger to honor his expired coupon.
Me: (head set)No.
N: (headset) No?
Me: (headset and pitched loud enough so customer can hear) No, the coupon clearly states the 7 seven days he has to come in a use it. If he can't get here in the set amount of time, then he does not get the discount.
Customer: You know your inner bitch is showing!
Me: (without headset right to customer)I love how you think I'm trying to hide it. There's no inner, its all bitch all the time.
MOD: {had started to walk up heard the conversation and turned around so as not to be seen by the customer}(over headset) 1. I can't believe he said that to you. 2. I can't BELIEVE that was your response to him and 3. Thank you for handling that. You better not get a compliant
Me: (headset) Phffffft! I'd like to see him try it. By the way nice "Nope"-ing, I saw you turn away
MOD: (headset) You have no proof, I was called elsewhere.
Me: (headset) Yeah right
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