Now this one just sucks for all parties involved. I felt a little sad for the SC but she didn't have to be such a jerk about it.
I am training so my newbie is still quite nervous. Anyway, I told her to always make sure the last name on the credit card matches the license.
We were doing a credit card transaction that they first start at the atm machine and when they don't have their pin or have gone over their daily limit they end up at the cage to receive their money.
Well, this woman's last name just happen to be different on her credit card than what was on her license.
Me: Is there a reason your last name doesn't match?
Sometimes I'll ask to find the route of the problem: (i.e. It's my mom's, friends, sister's uncles, card) Or:
SC: It's my maiden name. I just got married.
Newbie looks at me and I tell her we have to run it by the supervisor. I'd rather their ass than ours.
So, supervisor as I predicted said no.
We go back out there and try to explain that we will NOT run the card because her name has to match, it's for her protection, etc.
SC: But they let me do it last night! (Points to co-worker working next to us) SHE went into the back and they did it just fine.
Co-worker agrees but the problem was we had a different supervisor the night before who just didn't care or maybe she knew the woman. Needless to say the current Supervisor didn't share the same view.
SC: I want your supervisor.
I got him and the fun began:
SC: I don't understand. They let me do it last night. I am just waiting for my other card to be sent!
SV: Unfortunately the outside company ____ requires that your name matches. There is nothing more we can do.
SC: Why did the other supervisor let me and not you?
SV: I do my job correctly.
when that was said, technically the boss from last night is above the current SV)
They argued a bit but she started to get attitude. This supervisor does not respond well to attitude.
SV: No matter what I am not doing this transaction.
SC: I want your boss.
SV: I am the the boss.
I love this SV. I really do. SV has the best backbone EVER.
SC: There has to be someone higher than you.
SV: The cage manager will be available tomorrow morning.
SC says she will be contacting the manager and saying what crappy service she got.
The kicker, the amount was only $100!!!
So was gone, or so we thought.
She comes back up for a different transaction and goes to a different window and begins to bitch at my co worker. I refused to stand for that. I will not let any of my CW's get the shit end of the stick just because SC thinks its okay to berate us.
I disappeared into the back and got SV again. This time SV stayed up there and the lady got "nice" real fast. I love seeing SV in action.
She left for awhile...
She came back AGAIN to bitch and moan. She brought a casino host who has NO power but looks important. I am higher than them when it comes to things pertaining to MY job.
I got SV again and SC was told the same thing again. SV offered to call big boss but SC would have none of it. Bascially she was SOL.
After a few mins of aruging she finally left but was still pissed.
I'm sorry but it IS for her protection. And ours. Her happiness is not worth any of our jobs.