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This happened where I work, but I wasn't involved.
So at work we have a bunch of self scan lines. Marking each one is a big yellow sign with 2 vital pieces of information: 1-15 items, and no cash. Debit, credit and gift cards only.
The 15 item rule we can break. We won't turn some one away with a 16th item, for example. It's really at the operator's discression. The cash rule, however, can't be broken. There's just no physical way we can accept cash. Another, albeit unposted rule, is tha tyou can't multiply. If you have 10 of the same item, you have to either scan each one individually, or scan the same one 10 times. Again, we can, if we feel like it, intervene and do a multiplication if we feel like it.
So today a woman comes up to the self scan with a cart full of artificial flowers. There were about 4 different types all mixed up together. The guy working on the self scan tried to send her to a regular cashier, but she just kind of shooed him off saying"No, it's all right." (what ever that's supposed to mean.)
So unable to really get rid of her (and he tried,) she starts her transaction. First of all, he insists that she separate all the flowers by type, to make sure that the right number of each is scanned in. She does, and it takes quite a while. Once they were separated, he counted each of the piles, and did a multiplication for her, so she wouldn't have to scan each of them in individually.
Then she wanted to pay cash.
She'd already been enough trouble, but even if we wanted to, we can't bend on this one just to get rid of her. She was pissed off. Apparently, the attendant was supposed to now from the beginning that she was paying by cash, despite the fact that she said nothing about it, and wasn't holding cash at any point in the transaction.
She eventually paid on a credit card, but was miffed that she couldn't split the payment the way she wanted. (part cash, part credit.) She insisted on having the first transaction voided so she could start again. (Not really as bad as it sounds. Since we knew how many of each item she had, it would take about a minute to scan her stuff in again.)
So the manager comes down and reverses the transaction for her, but the customer doesn't like it. When a transaction is reversed, the word "correction" is used on the screen, and on the receipts that print out. Apparently, the customer didn't like that. So the manager has about 5 minute conversation to her that "correction" really does mean refund.
After the customer finally finished paying, she insisted on having a word with the manager about the "rude" employee at self scan. She ramble on for about 10 minutes (no, I'm not exagerating) about how he should have helped her separate her items, (deffinately not his job. He needs to watch all 4 machines, not spend his entire time helping 1 lazy customer) how he should have known she was paying cash (when he had no way to know) and how there were 3 other people working in the area at the same time, so he should have focused entirely on her (totally not true. There was 1 other person working there at the time. Me. And I as busy helping the other 3 customers at the time, and technically, I wasn't supposed to be.)
So yeah, she finally left.
So at work we have a bunch of self scan lines. Marking each one is a big yellow sign with 2 vital pieces of information: 1-15 items, and no cash. Debit, credit and gift cards only.
The 15 item rule we can break. We won't turn some one away with a 16th item, for example. It's really at the operator's discression. The cash rule, however, can't be broken. There's just no physical way we can accept cash. Another, albeit unposted rule, is tha tyou can't multiply. If you have 10 of the same item, you have to either scan each one individually, or scan the same one 10 times. Again, we can, if we feel like it, intervene and do a multiplication if we feel like it.
So today a woman comes up to the self scan with a cart full of artificial flowers. There were about 4 different types all mixed up together. The guy working on the self scan tried to send her to a regular cashier, but she just kind of shooed him off saying"No, it's all right." (what ever that's supposed to mean.)
So unable to really get rid of her (and he tried,) she starts her transaction. First of all, he insists that she separate all the flowers by type, to make sure that the right number of each is scanned in. She does, and it takes quite a while. Once they were separated, he counted each of the piles, and did a multiplication for her, so she wouldn't have to scan each of them in individually.
Then she wanted to pay cash.
She'd already been enough trouble, but even if we wanted to, we can't bend on this one just to get rid of her. She was pissed off. Apparently, the attendant was supposed to now from the beginning that she was paying by cash, despite the fact that she said nothing about it, and wasn't holding cash at any point in the transaction.
She eventually paid on a credit card, but was miffed that she couldn't split the payment the way she wanted. (part cash, part credit.) She insisted on having the first transaction voided so she could start again. (Not really as bad as it sounds. Since we knew how many of each item she had, it would take about a minute to scan her stuff in again.)
So the manager comes down and reverses the transaction for her, but the customer doesn't like it. When a transaction is reversed, the word "correction" is used on the screen, and on the receipts that print out. Apparently, the customer didn't like that. So the manager has about 5 minute conversation to her that "correction" really does mean refund.
After the customer finally finished paying, she insisted on having a word with the manager about the "rude" employee at self scan. She ramble on for about 10 minutes (no, I'm not exagerating) about how he should have helped her separate her items, (deffinately not his job. He needs to watch all 4 machines, not spend his entire time helping 1 lazy customer) how he should have known she was paying cash (when he had no way to know) and how there were 3 other people working in the area at the same time, so he should have focused entirely on her (totally not true. There was 1 other person working there at the time. Me. And I as busy helping the other 3 customers at the time, and technically, I wasn't supposed to be.)
So yeah, she finally left.
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