Can’t Vouch For This Transaction

, , , , , , | Right | October 22, 2019

(We have recently run a voucher promotion giving customers 50% off their next purchase. I am on my lunch break out back when one of the other two employees asks me to come help with a customer.)

Customer: “I’d like to purchase these shoes, but I don’t have my voucher on me.”

Me: “Well, unfortunately, ma’am, we do require the voucher to process the discount. Are you able to come back with your voucher? We can hold the shoes for you.”

(The customer starts becoming more upset and I realise this is why I was asked to help.)

Customer: “Why would I possibly need to bring the voucher with me? This is ridiculous! Is this some kind of trick to get customers to come back to your store and spend money, and then you don’t give them the discount?”

Me: “Not at all, ma’am. I’m sorry for the confusion, but I really do need the voucher. The code needs to go into our computer system, and the voucher sent to our head office. And unfortunately, the whole point of the voucher is that you need to bring it back. We can’t just give out 50% discounts.”

Customer: “I can’t believe this! I want to speak to a manager!”

Me: “Unfortunately, our manager isn’t in today, but I’m the most senior staff member here so I’m happy to try and help you. Or I can get my manager to call you tomorrow when she’s in?”

Customer: “No! Give me her mobile number, then; I want to speak to her!”

Me: *somewhat shocked* “Ma’am, I can’t give out my manager’s personal mobile number, or bother her during her day off. You’re welcome to call our head office if you aren’t happy with what I’m able to offer you.”

Customer: “Then I want your name, and I’m going to file a complaint about you to your head office!”

Me: “If that’s what you’d like to do, then my name is [My First Name], and here’s a card with our head office number.”

Customer: “And what’s your surname?!”

(I have a distinctive surname, so don’t want to give it to this crazy customer!)

Me: “Ma’am, I’m not going to give you my surname. I’m the only [My First Name] working at this store, so that will be enough to identify me.”

Customer: “Well, how do I know that’s even your name?! You’re not wearing a badge!”

Me: *sigh* “I don’t have a badge because I only recently started at this store, but the other staff members here will verify that [My First Name] is my real name.”

(The customer raises her voice in triumph, thinking I’ve been caught out.)

Customer: “Ha! You just said you were the most senior staff member, and you’ve only just started working here! This is outrageous! I demand to speak to your manager!”

(By this stage, I’m feeling thoroughly harassed by this customer and her barrage of questions.)

Customer: “Ma’am, I’ve been with [Company] for three years and recently transferred to this store from [Other Location]. I don’t have a badge because we have different uniforms and my new badge hasn’t arrived yet. So, if you like, you can either return with your voucher, my manager can call you tomorrow, or you can call head office with your concerns, and those are our options. What would you like to do?”

Customer: “Well, fine. I’ll just call your head office, then, and expect to hear about it!”

(She then slowly rants her way out of the store, stopping with my colleagues on the way, when I realise she has left her credit card on the counter. I take a deep breath and resist the urge to throw it straight in the bin.)

Me: “Ma’am! You forgot your credit card!”

Customer: “Hrmph!” *storms out*

(The next day, I spoke with my manager who assured me I’d done everything right, and agreed that the customer was crazy and/or very dim to not realise you need to bring a voucher in to claim its discount. I never heard from head office about her complaint!)

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