Arggh!!! The customer service department was in heat late afternoon yesterday. A couple of unpleasant situation were encountered…by me. There was the “small scene”
made by a guy associate. Then two customers were fussy about something.
The first one was fixing to make a payment for his credit card when he realized the billing statement was not on hand. So he called the credit services and spoke with somebody there. I guess he did not like what he was told so he was like whining about it and got to the point where our store manager spoke to him explaining the whole situation about his credit card. Perhaps he got tired of calling the credit services again, he decided to leave the store. The second customer was making a return for the pair of shoes she bought more that a week ago. Actually she already went to the shoe department but did not took her return because she did not want the gift card idea. Well, she has two merchandise in her receipt-a pair of shoes and a purse. She made two mode of payments…debit card and gift card. But she paid the higher amount item (purse) with a gift card. Our return procedure is, crediting the refund to the original tender of purchase and to the tender which paid the high amount on the receipt. So the only option we can give her was a gift card for the shoes return. She did not want that because she paid for it with her debit card.
Anyway, I asked the approval of a manager to transfer the gift card amount to her debit card, which she agreed to. After all the work and transaction copies were printed for both of us, she hysterically whined about the copies because she wants a register print receipt (journal receipt copy) for the transaction. I told her that this type of transaction will not go to the register because we are transferring the money from the gift card to her debit card. The system print out is the proof of the transfer transaction. The customer insisted. There was nothing I can do because it is not possible. So I called a manager to deal with her. Even the manager explained hard to the customer about the procedure. She did not accepted it but she took the print out and left.
There are different situations dealt in the workplace everyday. Working in customer service requires patience, self-control, and cheerful attitude. You have to be wise too. Sometimes, in situations mentioned above, you need to be calm. And that is what I am doing whenever I encounter customers with attitude.
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