October Theme Of The Month: Halloween!

Toying With Their Expectations

| Atlanta, GA, USA | Holidays, Theme Of The Month

(I work in a well-known toy store, and it is two weeks before Christmas. I am doing paperwork when I answer the phone.)

Me: “Thanks for calling [Toy Store]. How may I help you?”

Customer: “I broke my foot about a week ago, and I need some help. Can you get me somebody in the toy department?”

Me: “Ma’am, is there a specific toy you’re looking for?”

Customer: “I just need to speak to someone in the toy department.”

Me: “I’m sorry, ma’am, but this is a toy store. I just need to know what kind of toy you need so I can direct your call. ”

Customer: “I just need the toy department! I need a karaoke machine and my foot is broken, so I don’t want to walk around the whole store.”

Me: “All right ma’am, I’ll just transfer you to electronics and they can get you taken care of!”

Customer: “No! I don’t need electronics! I need the toy department!”

A Layaway Payaway

| USA | Awesome Customers, Holidays, Theme Of The Month

(I worked the service desk of a popular chain toy store that offers layaway last Christmas. One night a lady comes up to speak with my coworker.)

Coworker: “Welcome to [Toy Store]. How can I help you this evening?”

Customer: “Hi, I’m sure this sounds unusual, but I was wondering if I could pay off a layaway?”

Coworker: *not seeing why this is unusual* “Sure, do you have the layaway number or the name it’s under?”

Customer: “No, I mean a random one, someone who hasn’t paid theirs off yet. I’d like to pay it for them anonymously.”

(This is within two days of the final pickup day for layaway.)

Coworker: *to me* “Uh, do you know if this is allowed?”

Me: “I’m not sure. Let me call the manager and find out how this would work.”

(I spoke with the manager on duty and he was able to pull up a random account and allowed the woman to pay it off. Later he called the family to let them know their Christmas presents were completely paid for and they could come pick them up. My coworker and I were amazed that this lady would do this for a complete stranger and were in a great mood for the rest of our shift.)

My Little-Minded Brony

| UK | Bad Behavior, Family & Kids, Geeks Rule, Movies & TV

(It’s my day off so I go to the toy shop where I work with my eight-year-old niece. She’s a huge fan of ‘My Little Pony,’ so we’re off looking at toys. Two men are already there, talking about the show. My niece is pretty social, so she tries to strike up a conversation while I eye the display.)

Niece: “Ooh, you like My Little Pony, too?! Who’s your favourite? I love Fluttershy; she’s so pretty and kind. That’s how I want to be when I grow up.”

Man #1: “You’re a fan, huh? I guess you’ve got all the merchandise then?”

Niece: “Merch… an… dise?”

Man #2: “The toys and stuff. Don’t you have any?”

Niece: “Oh… yeah! I got some for my birthday!”

Man #1: “So you probably know the names of all the main characters, then?”

Niece: *lists characters*

Man #2: “What about the episode names?”

Niece: “Um…”

Man #1: “Don’t you know them?”

(I’m starting to get quite annoyed.)

Me: “What are you doing?”

(They both give me defensive looks.)

Man #1: “Nothing!”

Man #2: “We just wanted to know if she’s a real fan or one of those fake geek girls.”

Man #1: “She can’t even name the episodes.”

Man #2: “Bet she hasn’t even watched them all.”

(My niece is starting to get upset, so I lose all patience.)

Me:” Are you serious? All it takes to be a fan is for someone to like and enjoy something. Where do you get off acting so smug because you know more about a show for little girls than its intended audience?”

Man #1: “Are you saying men can’t like stuff for girls? That’s sexist!”

Me: “Sexist?! I’m not the one spewing misogynistic nonsense at a child simply because they can’t pass some pointless memory test. You obviously haven’t learned much, since the TV show is all about friendship and treating people with respect! Now, shove off or grow up!”

(They storm off. I turn round to see my manager watching me.)

Me: “Am I fired?”

Manager: “You’re not in uniform; they don’t know you work here. Besides, if someone talked to my kids like that, I’d knock them out.”

(My niece cheered up after a while, and I bought her some new ‘merchandise’. I hope those men went home and watched the show again, and maybe took its message to heart this time.)

Won’t Yield To Their Tub-thumping

| Mansfield, MA, USA | Holidays, Theme Of The Month

(I am working at a small chain toy store, the kind where very little is electronic. We do have birthday parties, where parents can come in and buy toys and put them in a tub, which we’d wrap for the party. This happens around Christmas. I’ve just rung up this woman’s purchases, something around $200.)

Me: “Okay, that’ll be [price].”

Woman: “Fine, but can you hold these for me for a few days?”

(This is not something we could do. An hour, maybe, but definitely not a few days. I tell her that.)

Woman: “But those tubs up there, you could just put it in one of those.”

Me: “I’m sorry, ma’am, but those are just for birthday parties that are being hosted here.”

Woman: “Well, I came here to do some shopping for my kids, and they’re here, so I can’t take them home now.”

Me: “I’m sorry, ma’am, there really isn’t anything I can do. Store policy won’t let me keep them here.”

Woman: “I’m spending my money here, and you won’t even help me with my kids’ Christmas presents?”

Me: “I’m happy to help you find anything, order anything, and wrap anything, but I can’t break store policy.”

Woman: *now grabbing her kids, who were quietly playing with some of the open toys that are available* “You just lost a customer! I will never come back to this f****** store!”

The Key(s) To Customer Service

| Raleigh, NC, USA | Crazy Requests, Technology

(I usually work the electronics department, but I’ve stepped into the main toy section to show a customer where an item is located. Another customer gets my attention.)

Customer: “Can you tell me where [line of dolls] are?”

Me: “I’m not familiar with those dolls, but if we do carry them, they’ll be in [aisle numbers].”

Customer: “Well, the other girl said that you don’t have them!”

Me: “We probably don’t, then. It’s been a very busy morning and we’re sold out of a lot of popular items.”

Customer: “Can’t you look it up on that doodad of yours?”

(The customer gestures at the set of keys in my hand, which have a large black magnetic key attached to them.)

Me: “Ma’am, I’m afraid I don’t have my handheld scanner, but if you give me a moment I can go to the electronics department—”

Customer: “No, that doodad in your hand!”

Me: *as gently as possible* “Ma’am, these are my keys, not my handheld.”

Customer: “I have had it with this store! This is the worst customer service! I will inform your manager that you refused to serve me!”

(Later, my manager drops by.)

Manager: “Did you try to help a very grumpy old woman?”

Me: “Yeah, and she was mad that I couldn’t use my keys to look up an item.”

Manager: “I’m not surprised. She complained about you, and then wanted me to help her find a doll in an ad. I pointed out that it was an ad for a competitor and that the doll was marked as that [Competitor]’s exclusive item. She told me she’d just come from there and they didn’t have any more, so what was I going to do about it? I told her nothing, since we’re not [Competitor]. Last I saw she was leaving her cart and walking out of the store complaining about how employees these days have no sense of what customer service really means.”

Page 2/1312345...Last