A Good Attitude About A Bad Attitude
(Our refund policy has a shorter timeframe than most people assume, and they usually don’t read their receipts. A customer walks in carrying a bag with one of our games; she’s on her cell phone.)
Me: “How can I help you, ma’am?”
Customer: “I just want to return this. I do not need to be spending $30 on a game right now.”
(She continues her phone conversation.)
Me: “Do you have your receipt with you?”
Customer: “Yeah, it’s in the bag, honey.”
Me: “Okay, let me just check it.”
(I see that she’s a couple of days past the refund window.)
Me: “All right, I can get you a store credit for this.”
Customer: “What? You mean I can’t get my money back?”
Me: “It says right here, ‘Last day for refund is [date]’.”
(She is a little bit shocked, and continues talking on her cell phone.)
Customer: “They say I can’t return it… I can only get a store credit! I just drove all this way for nothing!”
(I prepare for her to start yelling at me.)
Customer: “Oh, I can’t believe this. I need to go. Just put it back in the bag. I need to take my bad attitude out of here!”
Me: “Um, sorry about that.”
Customer: “Oh, it’s okay; it’s not you, honey!”
(She grabs the bag and leaves quickly, still on her cell phone. I turn to my coworker.)
Me: “I can’t believe she didn’t yell at me! She just recognized that she was upset and left. This has never happened before!”
Question of the Week
Have you ever served a bad customer who got what they deserved?