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Conveying The Correct Information

, , , , | Right | September 4, 2018

(I’m working on the tills during a busy period. Our conveyor belts operate with a sensor, which is located towards the end of the belt. When it senses an item, it stops it automatically. I am serving one customer and remove their last item. This means the sensor is unblocked, and the conveyor belt moves up automatically until the next item is close to hand.)

Me: “Thank you. Have a nice day!” *I turn to the next customer, who is angrily straightening up her shopping* “Hello, how are you today?”

Customer: “My ornament fell over when you moved the belt. It fell on this plaque, and it is all scratched now! What am I meant to do?”

Me: “I am so sorry. Would you like me to get a member of staff to fetch you another? Or I could call my supervisor and get a reduction?”

Customer: *not even looking at me* “Don’t bother.”

Me: “I am sorry. But I do not control the conveyor belt; I have the buttons here to turn it off or on, but that’s it. I don’t control when it moves. It has sensors which moves it automatically.”

Customer: *looks sheepish* “Oh… I thought you had a pedal under your till.”

Me: “No, it is all automatic. Are you sure you wouldn’t like a replacement or a reduction?”

(The customer paid for her shopping and left, still looking a bit embarrassed. It was one of those days where everything was going wrong, so this was the icing on the cake for me! I appreciate she did seem sorry, but why do customers always blame the cashier first?)

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