Relax People.....

[tecowdw]

I got yelled at the week after Christmas while working the service desk at Target because of the return policy. Along with the usual "I'm never shopping at Target again" threat. (All because she had to exchange for something else from the same department because she didn't have a receipt.) The next guest told me she felt sorry for me because of people like that. I just told her that it wasn't that bad and that it just doesn't bother me when people yell.

Sorry to hear about the rude customer but I suspect that is partly due to Target having an odd return policy. I've ran into the fact that they require you to buy something in the same department as what you return (a gift in my case). I never understood the logic in this and it was frustrating, as a customer. In my mind, this is not a customer friendly policy. Unfortunately, unfriendly customer policies have a tendancy to frustrate customers - and some are just rude enough to take it out on the employee trying to follow the rules they are given for their job. Always better to just ask for a manager rather than brow beat the front line employee, I say.

Yep, society in general needs to chill out and enjoy life!!
And get off the fricken cell phones!! :brick:

 

[jesserin]

Sorry to hear about the rude customer but I suspect that is partly due to Target having an odd return policy. I've ran into the fact that they require you to buy something in the same department as what you return (a gift in my case). I never understood the logic in this and it was frustrating, as a customer. In my mind, this is not a customer friendly policy. Unfortunately, unfriendly customer policies have a tendancy to frustrate customers - and some are just rude enough to take it out on the employee trying to follow the rules they are given for their job. Always better to just ask for a manager rather than brow beat the front line employee, I say.

Yep, society in general needs to chill out and enjoy life!!
And get off the fricken cell phones!! :brick:

Techo - I know what you mean about the Target policy - imagine getting a bunch of wedding gifts from there (and in our case 3 or 4 of the same thing) I mean, you can only buy so many George Forman Grills... the whole "same department" thing is nuts... We got in touch with a manager - b/c we had over $400 in duplicate items... sadly enough we didn't even register there... how's that for kicks?

 

[Dwarful]

Well, I can never understand these people at WDW who seem to think their children are above all. The funniest thing we ever saw had to be at the restaurant in Epcot in the American Pavillion, this family of 6, 2 parents, 2 grandparents and 2 children probably 8 & 6. Well, they let both boys climb into high chairs even though they were far to big for them. A CM who was cleaning the tables said that the boys wouldn't fit and the chairs were for little kids... Well, the boys wanted in and by golly the boys were going in! BUT...when the boys wanted out they couldnt get out of the chairs. They started screaming in a language I am unsure of. The father and grandfather yanked the oldest boy up and the highchair flung about with the boy stuck in it, nearly wiping out the grandma, CM's heard the noise and came running, while the boys were in tears by this time. they had to get tools and dismantle the high chairs to get the boys out... all while crowds were lining up to see Illuminations..of course they had to look at the whole commotion...you cant even imagine!

 

[tigger248]

they threw a coke can at you?how cruel!lol.was it full?you should let the people that complain about being too short ride,and watch them fall out of the restraints!lol.totally kidding!thats reminds me of the poopheads in the unofficial disney guide that stay in their room for the rest of the day because they got 'soaked"from kali.weenies.

Yeah, the can was full. But, I was behind a window and they missed completely. It didn't explode, but did bulge. I went out and brought it in and we all joked about it for a while. I told my manager and he thought it was pretty funny too.

What many people don't understand is that if a ride operator lets someone on a ride that they're too short for and they get hurt, you're looking at lawsuit land and loss of job. If they die, you're looking at jail time. Losing your job is the least of your worries. People just don't seem to understand that height requirements are there for a reason. :brick:

 

[tigger248]

Kristin,
I was not rude, I asked them to let me know when they were done with their call. It was not in a bank, it was in the Photo Lab where I was a manager with a kajillion rolls of film to process. Personally, I considered it rude to interrupt this person's call to ask her her name and other info needed for the envelope for her film. Rudeness, IMHO, is NOT acceptable anywhere. I give excellent customer service and have been complimented many times on it both in the bank and at the Photo Lab.
Have you run into a situation like this? Drive through window at McDonalds, the person at the window is on her cell phone. THAT drove me up the wall and prompted me to call the manager. That is TOTALLY unacceptable.

If it requires a lot of interaction, then I can understand where your coming from. I apologize for sorta misunderstanding. I was strictly comparing to what I do (which is cashier at the front of the store) and not taking into account other areas that require more interaction. I also did not mean to imply that you, yourself are rude. I guess I should read things a bit more carefully before I respond. In a photo lab or something similar, I can see where it'd be more of a problem than in a front end cashier position. Sorry for the misunderstanding.

 

[tigger248]

Sorry to hear about the rude customer but I suspect that is partly due to Target having an odd return policy. I've ran into the fact that they require you to buy something in the same department as what you return (a gift in my case). I never understood the logic in this and it was frustrating, as a customer. In my mind, this is not a customer friendly policy. Unfortunately, unfriendly customer policies have a tendancy to frustrate customers - and some are just rude enough to take it out on the employee trying to follow the rules they are given for their job. Always better to just ask for a manager rather than brow beat the front line employee, I say.

Yep, society in general needs to chill out and enjoy life!!
And get off the fricken cell phones!! :brick:

While the return policy is odd, I just wish people wouldn't take it out on the employee. I don't get to make the rules, I just follow them. I can't even say that I agree with all the policies, but I do have to follow them. In some ways, though, it can be a good thing. I had this guest around Christmas time who tried to return her kids' angel tree gifts and exchange the clothes and shoes for toys because "they don't wear generic shoes". Well, in that case, they don't deserve that type of charity! I was quite pleased to tell her that she had to exchange for stuff in the same department. It guarunteed that they would at least get some kind of clothing.

Though, I am sorry to those of you that had bad experiences with the policy. That's why I always strongly recommend gift receipts. It alleviates the problem nicely.

 

[Lynx04]

Drinking around the world is one of my fav at EPCOT. I like to grab myself a beer and sit down and enjoy the EPCOT scenery. AK is also becoming a nice place to grab a beer and sit and relax.

 

[Raven66]

Glad you know what it is like to work in a one hour lab. That is exactly where this took place. Dee, have we talked about this before? Where did you work?

Hi Gail :wave:

I don't believe we have. It was a Wal-Mart Photo lab in Michigan. We were busy busy. It can be a stressful job.

 

[beauty_Belle27]

because "they don't wear generic shoes". Well, in that case, they don't deserve that type of charity!
.

that makes me feel poor.I wear generic shoes and i'm proud.(well I used to,but now I wear my yellow chucks )my gosh! its shoes.

 

[Gail Hayden]

If it requires a lot of interaction, then I can understand where your coming from. I apologize for sorta misunderstanding. I was strictly comparing to what I do (which is cashier at the front of the store) and not taking into account other areas that require more interaction. I also did not mean to imply that you, yourself are rude. I guess I should read things a bit more carefully before I respond. In a photo lab or something similar, I can see where it'd be more of a problem than in a front end cashier position. Sorry for the misunderstanding.

Kristin,
No problem!!! I should have explained it more fully at the beginning. BTW, I can be very very rude, lol, but, I generally keep the rude comments to myself and ask for a manager rather than brow beating someone that is only following policy.

 

[Gail Hayden]

While the return policy is odd, I just wish people wouldn't take it out on the employee. I don't get to make the rules, I just follow them. I can't even say that I agree with all the policies, but I do have to follow them. In some ways, though, it can be a good thing. I had this guest around Christmas time who tried to return her kids' angel tree gifts and exchange the clothes and shoes for toys because "they don't wear generic shoes". Well, in that case, they don't deserve that type of charity! I was quite pleased to tell her that she had to exchange for stuff in the same department. It guarunteed that they would at least get some kind of clothing.

Though, I am sorry to those of you that had bad experiences with the policy. That's why I always strongly recommend gift receipts. It alleviates the problem nicely.

I know you don't write policy, but, why don't they do like many other retail stores and just issue a gift card for the merchandise? Just wondering if you ever asked.

 

[Gail Hayden]

Hi Gail :wave:

I don't believe we have. It was a Wal-Mart Photo lab in Michigan. We were busy busy. It can be a stressful job.

Hi Dee,
I was a Photo Lab Manager for Wal*Mart and I know exactly how stressful that job can be (especially training in beautiful Bentonville, Arkansas). LOL Whenever I got stressed out, I thought of the store in Kissimmee and felt a lot better, that is the number one store in the world for photo (or was when I was at WalMart).

 

[Raven66]

Hi Dee,
I was a Photo Lab Manager for Wal*Mart and I know exactly how stressful that job can be (especially training in beautiful Bentonville, Arkansas). LOL Whenever I got stressed out, I thought of the store in Kissimmee and felt a lot better, that is the number one store in the world for photo (or was when I was at WalMart).

There was this one day.......I love the dept. manager to death, but her scheduling was horrible. I was alone on a Sat. for the first 3 hours of my shift. By the time the 11 o'clock person got there I was ready for a nervous break down. I burst into tears, my hands were in the black box so she had to wipe my face for me. :lol: It's funny now, but not so much then. :zipit:

 

[jesserin]

While the return policy is odd, I just wish people wouldn't take it out on the employee. I don't get to make the rules, I just follow them. I can't even say that I agree with all the policies, but I do have to follow them. In some ways, though, it can be a good thing. I had this guest around Christmas time who tried to return her kids' angel tree gifts and exchange the clothes and shoes for toys because "they don't wear generic shoes". Well, in that case, they don't deserve that type of charity! I was quite pleased to tell her that she had to exchange for stuff in the same department. It guarunteed that they would at least get some kind of clothing.

Though, I am sorry to those of you that had bad experiences with the policy. That's why I always strongly recommend gift receipts. It alleviates the problem nicely.

1. I refuse to take up any problems with an employee - they can't change the policy so I have no problem asking for a manager! (just to put you at peace - I'm not one of those customers)

2. I will however take issues up with a manager as I know for a fact that they can change the policy - in fact - $375 out of our $400 in returned items had gift receipts and they still were telling us that we had to get things from the same department... As soon as I got the manager out there and explained that we had no need for anything in this department... after about 5 min - he figured out I was not going to suddenly remember that I needed several hundred dollars worth of new kitchen stuff... he finally issued a general gift card that we could use on anything...

It takes patience and respect to gain what you want - but if you're firm with a manager but not rude - you can achieve so much more!

Kristen, I'm sorry that you have to deal with rude customers day in and day out - you are to be commended girl - b/c I know I couldn't do it!

 

[tigger248]

I know you don't write policy, but, why don't they do like many other retail stores and just issue a gift card for the merchandise? Just wondering if you ever asked.

They do if you have a receipt and don't want it back on a credit card (like if it's a gift and was originally on someone else's card, etc.) or if it was originally paid for by a gift card. I never asked, though. Might be interesting to see if the sups know. I agree that it's a really odd policy, and I feel bad for the people who are affected by it.

 

[Gail Hayden]

1. I refuse to take up any problems with an employee - they can't change the policy so I have no problem asking for a manager! (just to put you at peace - I'm not one of those customers)

2. I will however take issues up with a manager as I know for a fact that they can change the policy - in fact - $375 out of our $400 in returned items had gift receipts and they still were telling us that we had to get things from the same department... As soon as I got the manager out there and explained that we had no need for anything in this department... after about 5 min - he figured out I was not going to suddenly remember that I needed several hundred dollars worth of new kitchen stuff... he finally issued a general gift card that we could use on anything...

It takes patience and respect to gain what you want - but if you're firm with a manager but not rude - you can achieve so much more!

Kristen, I'm sorry that you have to deal with rude customers day in and day out - you are to be commended girl - b/c I know I couldn't do it!

Managers do, indeed, have some wiggle room for policy, but, there are simply some policies that cannot be changed in the least. That makes it very very difficult for managers and employees. You are totally correct, being firm and not rude will usually get you much further than copping an attitude or being rude. It definitely makes it more pleasant all around if the manager cannot wiggle on the policy. I used to give out my District Manager's number, he had more "wiggle room".

 

[Gail Hayden]

They do if you have a receipt and don't want it back on a credit card (like if it's a gift and was originally on someone else's card, etc.) or if it was originally paid for by a gift card. I never asked, though. Might be interesting to see if the sups know. I agree that it's a really odd policy, and I feel bad for the people who are affected by it.

I was actually speaking about gift cards for those who don't have a receipt.
Home Depot does it, Ames does it, WalMart does it, the higher end stores I deal with do it and I believe mid range stores like Kohl's does it.
Just as an aside, in CT if you don't have a receipt and the item is taxable, they will not credit you with the tax, you just get the price of the item. Odd, eh?
The type of policy that Target has will not warm people to their company. Heck, it already turned me off. I certainly feel bad for you when you have to explain this to customers. I know I could not do it.

 

[Gail Hayden]

There was this one day.......I love the dept. manager to death, but her scheduling was horrible. I was alone on a Sat. for the first 3 hours of my shift. By the time the 11 o'clock person got there I was ready for a nervous break down. I burst into tears, my hands were in the black box so she had to wipe my face for me. :lol: It's funny now, but not so much then. :zipit:

That is terrible!!!! Opening is a pain enough, let alone being alone for 3 hours.
How do you like dealing with the "3 ring rule" and having your hands in the black box? That happened way too many times to count for me. Or the " is my film in yet?" question. Well, first it would help if you told me who you are. Or the " do you have one hour photo here" when you are under the sign. Ah DUH!!! How long will it take? Will it be done in less than an hour? Nope, not today. LOL I bet you and I could write one heck of a funny book.

 

[tigger248]

1. I refuse to take up any problems with an employee - they can't change the policy so I have no problem asking for a manager! (just to put you at peace - I'm not one of those customers)

2. I will however take issues up with a manager as I know for a fact that they can change the policy - in fact - $375 out of our $400 in returned items had gift receipts and they still were telling us that we had to get things from the same department... As soon as I got the manager out there and explained that we had no need for anything in this department... after about 5 min - he figured out I was not going to suddenly remember that I needed several hundred dollars worth of new kitchen stuff... he finally issued a general gift card that we could use on anything...

It takes patience and respect to gain what you want - but if you're firm with a manager but not rude - you can achieve so much more!

Kristen, I'm sorry that you have to deal with rude customers day in and day out - you are to be commended girl - b/c I know I couldn't do it!

It's weird that they offered exchange only with gift receipts. Maybe the policy changed before I started working there. But, Gail is correct in that managers can't always change things. Sometimes (like in your case), they can, but not always.

Though, in my management experience, I really appreciate guests who are not rude. Firmness lets them know what you want and that you're serious. And, I'm more likely to want to bend a rule for someone who is polite with their complaint. The thing about bending rules is that it's not something I have to do.

Unfortunately, at my Six Flags job, when someone asks for a sup, I'm one that gets to talk to them. Some of those people are really angry! I'm not a sup, just a team leader. But, I can do almost as much as a sup. I may get a promotion this year. I've applied and interviewed for it. I won't hear anything until we open though. My manager wants to watch us work, I guess as a test, before he makes his decision.

 

[Raven66]

That is terrible!!!! Opening is a pain enough, let alone being alone for 3 hours.
How do you like dealing with the "3 ring rule" and having your hands in the black box? That happened way too many times to count for me. Or the " is my film in yet?" question. Well, first it would help if you told me who you are. Or the " do you have one hour photo here" when you are under the sign. Ah DUH!!! How long will it take? Will it be done in less than an hour? Nope, not today. LOL I bet you and I could write one heck of a funny book.

:lol: That is too funny. I always wanted to tell them I left my mind reading attire at home. I think we should collabrate on that book. It would be a best seller. Or when they would send the film out and it says it will be back on so and so day at 3 and they call at noon and want to know if it's back yet. Is it 3? Do I lose some hours somewhere? If I was the only one there and they phone rang and I was in the black box then I would let it ring until I could get to it. By that time tho, they have called the main line and the photo lab is being paged non-stop.