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A couple of weeks ago, this guy bought some fuel and other stuff and was accidentally overcharged by around $20. He realised the mistake and came back around 20 minutes later. The conversation went like this:
NC = Nice customer
M = my 16-year-old co-worker who accidentally overcharged NC, and also has been working there only 2 weeks longer than I have. This is my third week on the job.
Me = obvious
B = the boss
NC: There seems to be a problem, I didn't buy this. (points at extra charge on reciept)
M: Ummm... (to me) what should we do?
Me: (looks at reciept) (to NC) You were the guy in the Crystler, right? I remember that because the boss has one, and yeah you didn't buy a gas bottle. We're both fairly new here and we're not sure what to do.
(M presses call button to get B to come out of his office)
NC: No worries!
B: What's the problem?
M: We accidentally overcharged this guy, what do we do?
B (to NC): It says you bought it on a credit card, do you have the card with you?
NC: No I don't sorry
B: OK, you can bring the card back and we'll do a refund, or we can give you $20 free fuel next time you're here.
NC: OK, I come here every week or so. See you later!
I heard today that he came in sometime over the weekend, got the fuel he was entitled to, said something like "How's it going? I'm the guy who got overcharged last week, B said he'll fix it up.". He stayed in the store until he was sure my co-worker knew what the situation was, and left with a big smile and a "Have a great day!"
Your standard issue SC would have taken the overcharge as chance to yell and scream, demand a lifetimes supply of freebies, and/or play the race card. But this guy politely pointed out the problem and asked how to fix it. He was patient with us n00bs and polite all the way through both transactions. I've made a mental note to thank him for that if I see him again.
NC = Nice customer
M = my 16-year-old co-worker who accidentally overcharged NC, and also has been working there only 2 weeks longer than I have. This is my third week on the job.
Me = obvious
B = the boss
NC: There seems to be a problem, I didn't buy this. (points at extra charge on reciept)
M: Ummm... (to me) what should we do?
Me: (looks at reciept) (to NC) You were the guy in the Crystler, right? I remember that because the boss has one, and yeah you didn't buy a gas bottle. We're both fairly new here and we're not sure what to do.
(M presses call button to get B to come out of his office)
NC: No worries!
B: What's the problem?
M: We accidentally overcharged this guy, what do we do?
B (to NC): It says you bought it on a credit card, do you have the card with you?
NC: No I don't sorry
B: OK, you can bring the card back and we'll do a refund, or we can give you $20 free fuel next time you're here.
NC: OK, I come here every week or so. See you later!
I heard today that he came in sometime over the weekend, got the fuel he was entitled to, said something like "How's it going? I'm the guy who got overcharged last week, B said he'll fix it up.". He stayed in the store until he was sure my co-worker knew what the situation was, and left with a big smile and a "Have a great day!"
Your standard issue SC would have taken the overcharge as chance to yell and scream, demand a lifetimes supply of freebies, and/or play the race card. But this guy politely pointed out the problem and asked how to fix it. He was patient with us n00bs and polite all the way through both transactions. I've made a mental note to thank him for that if I see him again.
what do you know maybe 
!
I miss those days, as I don't have a "budget" over here to play with for customer satisfaction.
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