It’s Not About The Refund; It’s About The Journey

(A customer barges up to our customer service desk and slams her receipt on the counter.)

Customer: “I want a refund!”

(I check her ticket and see she hasn’t left the store with the item, or checked in to even pick it up, and has just purchased it a few minutes before.)

Me: “Absolutely, I can do that for you. Give me just a few minutes.”

(I start refunding the customer as she glares daggers at me and only seems to become even angrier as I respond to her demand.)

Customer: “Get me a manager!”

Me: “I am a manager, ma’am. Is there something else I can help you with?”

Customer: “I want a store manager!”

Me: “Okay, sure. Let me get one for you.”

(I bring up one of our sales managers.)

Sales Manager: “Yes, ma’am, how can I help you?:

Customer: “He is being very rude!”

Sales Manager: “I’m sorry about that; how is he being rude?”

Customer: “I said I wanted a refund and he just started refunding me! He didn’t even try to save the sale!”

(Yes. That is correct. I was rude for doing exactly what she asked, with no fuss or questions. Not in the way I acted, but because I was doing what she wanted.)