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This is my first post although I have read stories on CS for years. I waited to post my own stories due to the fact that I was a manager and my employees were the ones to show me this site.
Cast:
Me:new guy who is awesome
CM: Co manager
SC: ignorant woman
At the store I managed a return could only be processed by a manager or certain full-time employees. One of the other managers of my store was processing a return for an SC.
CM: "How can I help you today ma'am?"
SC: "You guys are so stupid that you sold me these pair of shoes and they are two different sizes."
CM; "Ok let me just take a look at that and we will get you taken care of"
At this point the SC proceeds to pull out a bag that is obviously not from our store with the box of shoes in it. CM asks to see the receipt and see's that it is from our competitor down the street.
CM: "I'm sorry ma'am I can not return these for you as you did not purchase them here. This receipt is from (other store)."
SC: "Don't try to get out of your stupid mistake by blaming someone else! I bought these from this store and you WILL give me back my money"
I was standing nearby and decide to try and help because I can see CM is getting upset. The problem in this situation was that we sold this exact pair of shoes ourselves so we had them in the store but there is nothing we can do without a receipt. Even as managers we were very limited in our options.
Me: "Ma'am do you have the receipt from when you purchased the shoes?"
SC: "It's right here!" She slammed down the receipt from the other store while screaming this at us.
Me: "Ma'am this is from (other store) and we can not do a return without a receipt from our location."
I would like to say that she understood and left at that point, but this would not be CS if that had happened. Instead she proceeds to argue with us for at least 15 minutes insisting that she had bought it at our store even though the bag and receipt she had were from our competitor. She at one point tried to say maybe the "real" receipt was at home. I went as far as to offer her our email address so her husband could scan it and send it to us and then I would do the return for her. Of course this option was not to her liking.
I was known at my store for backing customers into the ground and always backing my employees (many stories for later). Unfortunately our direct supervisor was there that day and was known for being a panty waste. He came over to speak to her as we were trying to get her to leave and not only gave her a replacement pair of shoes, but let her keep the ones she wanted to return on top of it.
The woman actually had the nerve to look at CM and me and say "at least one person here knows how to give good customer service." Needless to say after that little encounter I went on a extended smoke break to keep from hitting someone.
I will post more of my little adventures later for everyone.
Cast:
Me:new guy who is awesome
CM: Co manager
SC: ignorant woman
At the store I managed a return could only be processed by a manager or certain full-time employees. One of the other managers of my store was processing a return for an SC.
CM: "How can I help you today ma'am?"
SC: "You guys are so stupid that you sold me these pair of shoes and they are two different sizes."
CM; "Ok let me just take a look at that and we will get you taken care of"
At this point the SC proceeds to pull out a bag that is obviously not from our store with the box of shoes in it. CM asks to see the receipt and see's that it is from our competitor down the street.
CM: "I'm sorry ma'am I can not return these for you as you did not purchase them here. This receipt is from (other store)."
SC: "Don't try to get out of your stupid mistake by blaming someone else! I bought these from this store and you WILL give me back my money"
I was standing nearby and decide to try and help because I can see CM is getting upset. The problem in this situation was that we sold this exact pair of shoes ourselves so we had them in the store but there is nothing we can do without a receipt. Even as managers we were very limited in our options.
Me: "Ma'am do you have the receipt from when you purchased the shoes?"
SC: "It's right here!" She slammed down the receipt from the other store while screaming this at us.
Me: "Ma'am this is from (other store) and we can not do a return without a receipt from our location."
I would like to say that she understood and left at that point, but this would not be CS if that had happened. Instead she proceeds to argue with us for at least 15 minutes insisting that she had bought it at our store even though the bag and receipt she had were from our competitor. She at one point tried to say maybe the "real" receipt was at home. I went as far as to offer her our email address so her husband could scan it and send it to us and then I would do the return for her. Of course this option was not to her liking.
I was known at my store for backing customers into the ground and always backing my employees (many stories for later). Unfortunately our direct supervisor was there that day and was known for being a panty waste. He came over to speak to her as we were trying to get her to leave and not only gave her a replacement pair of shoes, but let her keep the ones she wanted to return on top of it.
The woman actually had the nerve to look at CM and me and say "at least one person here knows how to give good customer service." Needless to say after that little encounter I went on a extended smoke break to keep from hitting someone.
I will post more of my little adventures later for everyone.
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