Patience, Self-Control, And Cheerful Attitude

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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Registers Messed Up!

It seemed like forever at work this evening. Would you believe I got home at 10 P.M. instead of 9:30 P.M.? It was because we had trouble with the registers as we were closing. More than half of the total point-of-sale stations were still open! How did that happen? At 9:30 P.M., we were just waiting for the two bags from the cosmetics department. After those bags were turned in, the closing managers doubted something’s wrong. They figured it out so we head to the departments where registers needed to be closed. Ugh! That was not fun. I was very hungry. After everything’s done, all of us rushed to exit the store. I bet somebody was pissed with someone 🙂

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Meeting The Big Boss

Everybody at work was busy. Besides dealing with shoppers/customers, we were preparing our posts for a very important visitor. Our superiors checked all the areas of responsibility. Our Big Boss was here! We at Customer Service did some more organization in our area but neither one of us noticed if the Big Boss passed by towards the managers’ offices.

One employee from another department told me that our Big Boss looked around. I thought, maybe he was here to see what is going on in the store. The store is doing pretty well. And everyone (including me) is diligently doing their job to gain big sales.

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