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So we had two complaints yesterday, one of which was questionable and the other one was well....
Tripping Over Mats
This one was handled without major issues, but left me going
. Basically we have these non-slip mats at both entrances of the store, the fruit area and by the trolleys so that people don't slip. Apparaently one lady decided to TRIP over a non-slip mat. Never mind the fact that they are placed so that tripping is extremely hard to do.
I left my stuff behind and YOU should compensate me
This lady was downright nasty. She stomped up to the service desk, claiming that she had left a bag of groceries behind. Now when we get paid-for left behind items, we are meant to let the service desk folk know ASAP. We then record everything in a book stating where and what time it was found, what the items are and then if it's cold items, we stick them in the fridge. If they aren't claimed by the end of the day, they get put back on the shelves. We aren't completely unreasonable however, and if the customer comes back before the end of the day, we hand them their bag, otherwise we'll allow them to replace the items they lost-with provisions.
As for this lady, we had NO record of what had happened, no bags were left ANYWHERE in the store and nobody could recall putting the items back. The lady got a CBF and left, claiming that she would write a complaint to head office, saying that this was the third time it had happened.
If this is the third time it's happened, why don't you bother to CHECK before you leave?
We really doubt the complaint will get very far-unless the complaint is of a serious nature-i.e. employee is stealing, employee beat the living daylights out of someone etc-they all come BACK to the store in question and are handled at store level. Sending a letter to corporate will do nothing except reroute the complaint back to the store and in this particular case, I reckon our SM will probably just remind us to keep an eye out for paid for left behind bags.
Yes she does do work, would you like to talk to the complainer?
Not sure whether it was Bag Lady or Mat Lady or another customer, but apparently while one of those complaints was being handled, another customer claimed that the supervisor handling said complaints never does any work because whenever she comes in here, she's always on the phone! And on top of that, she apparaently doubted that my coworker was handling a complaint in the first place! If it was me, next time I'd be telling her that she's welcome to come into the store on a Friday night (the only other time the sup in question works with me) and she can hang around and watch if she's so concerned.
Tripping Over Mats
This one was handled without major issues, but left me going
. Basically we have these non-slip mats at both entrances of the store, the fruit area and by the trolleys so that people don't slip. Apparaently one lady decided to TRIP over a non-slip mat. Never mind the fact that they are placed so that tripping is extremely hard to do. I left my stuff behind and YOU should compensate me
This lady was downright nasty. She stomped up to the service desk, claiming that she had left a bag of groceries behind. Now when we get paid-for left behind items, we are meant to let the service desk folk know ASAP. We then record everything in a book stating where and what time it was found, what the items are and then if it's cold items, we stick them in the fridge. If they aren't claimed by the end of the day, they get put back on the shelves. We aren't completely unreasonable however, and if the customer comes back before the end of the day, we hand them their bag, otherwise we'll allow them to replace the items they lost-with provisions.
As for this lady, we had NO record of what had happened, no bags were left ANYWHERE in the store and nobody could recall putting the items back. The lady got a CBF and left, claiming that she would write a complaint to head office, saying that this was the third time it had happened.
If this is the third time it's happened, why don't you bother to CHECK before you leave?
We really doubt the complaint will get very far-unless the complaint is of a serious nature-i.e. employee is stealing, employee beat the living daylights out of someone etc-they all come BACK to the store in question and are handled at store level. Sending a letter to corporate will do nothing except reroute the complaint back to the store and in this particular case, I reckon our SM will probably just remind us to keep an eye out for paid for left behind bags.
Yes she does do work, would you like to talk to the complainer?
Not sure whether it was Bag Lady or Mat Lady or another customer, but apparently while one of those complaints was being handled, another customer claimed that the supervisor handling said complaints never does any work because whenever she comes in here, she's always on the phone! And on top of that, she apparaently doubted that my coworker was handling a complaint in the first place! If it was me, next time I'd be telling her that she's welcome to come into the store on a Friday night (the only other time the sup in question works with me) and she can hang around and watch if she's so concerned.
Of course, one must take into consideration that I do have difficulty just walking since the accident. 
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