My biggest peeve with customers is how they STILL do not know how to put their cards into the Chip and PIN machine.
This started to annoy me about 4 months into the whole Chip and PIN fiasco. And, now that we have had Chip and PIN machines for over a year, you think they would get it right. NOPE!
Chip and PIN was made to stop fraud, so you think that customers would be happy with that. No. Also, the machines that are in front of the tills are there for the customer to use...not for the employees, and it is evident because they are hard for the employee to reach. It is there for their convienence and to make the transaction faster. Do they appreciate or realize this? No
When this first started, we were instructed to educate the customers on it. We told them how to put the cards into the machines and told them that they only need to follow the instructions on the screen to make the transaction go smoothly. It is not hard at all! Simple really!
I would say that in the first few months,I tried to have patience, especially with the older generation of customers, as it was all new to all of them.
What happened was, they would always hand ME their card, and I would show them that they could put the card in for themselves and told them to follow the screens instructions. Also, in a memo that was sent from Head Office, we were told not to even touch their cards. They would sometimes do what they were told, and then they would bitch about how hard it was. Yes, it is soooo hard to put a card into a machine, press enter and key a PIN number in! After a few months, I grew tired of their laziness and apathy toward doing what as expected. Here is a rundown of all the problems and various situations that I hate to deal with:
PROBLEM A: putting card into machine
SITUATION A:
I ring their items through and they try to hand me the card. I tell them to please place the card in the machine. They try to do it, but complain with one of a few sentences. Either "they do it FOR me at (different store)", Which way does it go"? "This is ridiculous, I do not like this new PIN thing"!
So, they place the card into the machine wrong. MOSTLY ALWAYS! Not many have ever or will ever (it seems) get it right. So, I end up doing it for them anyway.
SITUATION B:
They put the card in wrong, and they keep messing around with it and pulling it in and out of the machine and getting flustered, because after attempting 6 different ways to put the card in, they have STILL managed to get it wrong. This is strange because there are only four ways it can be put in the machine, so this means that they keep trying the same way. If it did not work before then it is not going to work now, idiot. Then when I try to take the card from them and put it in correctly, they either bat my hand away or snatch the card away and continue trying the wrong way. Even after I tell them "chip downand facing you" they just do not get it!
PROBLEM B: not paying attention to the screen
SITUATION A:
Ok, so we have managed to get the card into the machine, now comes the fun part...keying in the PIN or hitting "enter". OOOHHH......difficult stuff here! So, the card is in and I press "card payment" on my screen, then it prompts them to enter the PIN on THEIR screen, but they are too busy fussing with the kids, looking at a magazine or just staring into space. Basicly doing ANYTHIG but looking at the screen. So, I have to tell the to enter their PIN.
SITUATION B:
So, card in the machine, and they enter their PIN. It is wrong, so the machinse says "PIN failure, please try again". They snatch the card out of the machine and put it in their wallets before I can say "no......". The we have to repeat the whole drama over again because they did not read what the screen said.
SITUATION C:
At my store, the reciept will not print unless the card is taken out of the machine. This is to assure that no one leaves it there,I guess. Anyway, the machine says "REMOVE CARD" when the transaction is complete. They never do this at all! Sometimes I do not realize that the card is still in the machine so I am waiting for the reciept along with them. Only when I notice do they say "Oh, it said "REOVE CARD" but I wasn't sure if I should". DUH! Where did you come from, you moron!?!
PROBLEM C: "they are all different"
NO! THEY ARE NOT! All PIN machines need the cards to go in the same way....chip down facing the keypad. That is how every machine is, unless it is a swipe machine. When I tell them to put it in the machine and they do it wrong, I say to them "chip down, facing you" or "chip down, facing the keypad".They always say "it is different in every store, that is why I don't know how to do it" I always say "no, it is actually the same in every store unless it is to be swiped". The chip always goes into the machine so the machine can read it (again, DUH!) and it always faces the keypad. Customer says "Oh, I will try to remember that" (no, you won't cause the next 5 times I see you in here we will go through the same thing!).Or they grumble something like "no, it is different" UGH!
PROBLEM D: they tell you their PIN nubers!
Yes, I have had about 20 people actually say the numbers aloud or tell me their number so I can keyi it in for them! WTF?
PROBLEM E: they don't know their PIN
Sometimes they just forgot their PIN and sometimes they have about 8 cards all with different PINS and forget which PIN is for which card. They always ask if they can sign. I am sorry, but over a year ago, everyone in England was sent a pamphlet in the mail telling them that PIN numbers were nessacary to pay for goods with a card that has been issued a PIN. . NO....we cant let you sign, jackass!
PROBLEM F: taking the card out before you are done
This happens for many reasons, but the most popular are either they key in the PIN and forget to press enter, so they yank the card out, or they think they messed up, so instead of pressing the cancel button or typing it in again, they yank it out and we have to start all over. It says "PLEASE DO NOT REMOVE CARD" And it says "REMOVE CARD " when they need to do so. Errrgh!
PROBLEM G: getting a refund on a card
Now, when you pay by card you have to get the money refunded back onto the card.That is a rule. So, when I tell you that I need you to put the card in the machine do not look at me all dumbfounded. And when you do put it in the machine, do not look at me weirdly when I ask you to put the PIN in. It is for your own good, asshole!
Finally, this is not really a problem but it is just dumb.....the adults have the kids do the whole thing! They have the kids whining saying "can I do it"? They let them, and the kids know the PINS and everything. Sad thing is that the kids get it right every single time. They always put the card in right and always read the screen. Seriously, every time I have had a kid do the payment for the parent they always do it correctly! And, when the parents do it themselves, they usually do it wrong and the kids correct them. When it comes time for the parents to be paying attention to their screen, the kids are the ones who say"you can put your number in now" or "take your card out, mom"!
Thing that really gets me all befuddled is that, when people go to get money out of a cash machine, there are no employees or anyone there to help them.They manage to put the card in correctly, eventually, and manage to follow the screens instructions. So, why can't they apply the same sense when it omes to Chip and PIN machines? WHY?
Does anyone have any stories about this? Or does anyone hate it as much as I do? Please share!
This started to annoy me about 4 months into the whole Chip and PIN fiasco. And, now that we have had Chip and PIN machines for over a year, you think they would get it right. NOPE!
Chip and PIN was made to stop fraud, so you think that customers would be happy with that. No. Also, the machines that are in front of the tills are there for the customer to use...not for the employees, and it is evident because they are hard for the employee to reach. It is there for their convienence and to make the transaction faster. Do they appreciate or realize this? No
When this first started, we were instructed to educate the customers on it. We told them how to put the cards into the machines and told them that they only need to follow the instructions on the screen to make the transaction go smoothly. It is not hard at all! Simple really!
I would say that in the first few months,I tried to have patience, especially with the older generation of customers, as it was all new to all of them.
What happened was, they would always hand ME their card, and I would show them that they could put the card in for themselves and told them to follow the screens instructions. Also, in a memo that was sent from Head Office, we were told not to even touch their cards. They would sometimes do what they were told, and then they would bitch about how hard it was. Yes, it is soooo hard to put a card into a machine, press enter and key a PIN number in! After a few months, I grew tired of their laziness and apathy toward doing what as expected. Here is a rundown of all the problems and various situations that I hate to deal with:
PROBLEM A: putting card into machine
SITUATION A:
I ring their items through and they try to hand me the card. I tell them to please place the card in the machine. They try to do it, but complain with one of a few sentences. Either "they do it FOR me at (different store)", Which way does it go"? "This is ridiculous, I do not like this new PIN thing"!
So, they place the card into the machine wrong. MOSTLY ALWAYS! Not many have ever or will ever (it seems) get it right. So, I end up doing it for them anyway.
SITUATION B:
They put the card in wrong, and they keep messing around with it and pulling it in and out of the machine and getting flustered, because after attempting 6 different ways to put the card in, they have STILL managed to get it wrong. This is strange because there are only four ways it can be put in the machine, so this means that they keep trying the same way. If it did not work before then it is not going to work now, idiot. Then when I try to take the card from them and put it in correctly, they either bat my hand away or snatch the card away and continue trying the wrong way. Even after I tell them "chip downand facing you" they just do not get it!
PROBLEM B: not paying attention to the screen
SITUATION A:
Ok, so we have managed to get the card into the machine, now comes the fun part...keying in the PIN or hitting "enter". OOOHHH......difficult stuff here! So, the card is in and I press "card payment" on my screen, then it prompts them to enter the PIN on THEIR screen, but they are too busy fussing with the kids, looking at a magazine or just staring into space. Basicly doing ANYTHIG but looking at the screen. So, I have to tell the to enter their PIN.
SITUATION B:
So, card in the machine, and they enter their PIN. It is wrong, so the machinse says "PIN failure, please try again". They snatch the card out of the machine and put it in their wallets before I can say "no......". The we have to repeat the whole drama over again because they did not read what the screen said.
SITUATION C:
At my store, the reciept will not print unless the card is taken out of the machine. This is to assure that no one leaves it there,I guess. Anyway, the machine says "REMOVE CARD" when the transaction is complete. They never do this at all! Sometimes I do not realize that the card is still in the machine so I am waiting for the reciept along with them. Only when I notice do they say "Oh, it said "REOVE CARD" but I wasn't sure if I should". DUH! Where did you come from, you moron!?!
PROBLEM C: "they are all different"
NO! THEY ARE NOT! All PIN machines need the cards to go in the same way....chip down facing the keypad. That is how every machine is, unless it is a swipe machine. When I tell them to put it in the machine and they do it wrong, I say to them "chip down, facing you" or "chip down, facing the keypad".They always say "it is different in every store, that is why I don't know how to do it" I always say "no, it is actually the same in every store unless it is to be swiped". The chip always goes into the machine so the machine can read it (again, DUH!) and it always faces the keypad. Customer says "Oh, I will try to remember that" (no, you won't cause the next 5 times I see you in here we will go through the same thing!).Or they grumble something like "no, it is different" UGH!
PROBLEM D: they tell you their PIN nubers!
Yes, I have had about 20 people actually say the numbers aloud or tell me their number so I can keyi it in for them! WTF?
PROBLEM E: they don't know their PIN
Sometimes they just forgot their PIN and sometimes they have about 8 cards all with different PINS and forget which PIN is for which card. They always ask if they can sign. I am sorry, but over a year ago, everyone in England was sent a pamphlet in the mail telling them that PIN numbers were nessacary to pay for goods with a card that has been issued a PIN. . NO....we cant let you sign, jackass!
PROBLEM F: taking the card out before you are done
This happens for many reasons, but the most popular are either they key in the PIN and forget to press enter, so they yank the card out, or they think they messed up, so instead of pressing the cancel button or typing it in again, they yank it out and we have to start all over. It says "PLEASE DO NOT REMOVE CARD" And it says "REMOVE CARD " when they need to do so. Errrgh!
PROBLEM G: getting a refund on a card
Now, when you pay by card you have to get the money refunded back onto the card.That is a rule. So, when I tell you that I need you to put the card in the machine do not look at me all dumbfounded. And when you do put it in the machine, do not look at me weirdly when I ask you to put the PIN in. It is for your own good, asshole!
Finally, this is not really a problem but it is just dumb.....the adults have the kids do the whole thing! They have the kids whining saying "can I do it"? They let them, and the kids know the PINS and everything. Sad thing is that the kids get it right every single time. They always put the card in right and always read the screen. Seriously, every time I have had a kid do the payment for the parent they always do it correctly! And, when the parents do it themselves, they usually do it wrong and the kids correct them. When it comes time for the parents to be paying attention to their screen, the kids are the ones who say"you can put your number in now" or "take your card out, mom"!
Thing that really gets me all befuddled is that, when people go to get money out of a cash machine, there are no employees or anyone there to help them.They manage to put the card in correctly, eventually, and manage to follow the screens instructions. So, why can't they apply the same sense when it omes to Chip and PIN machines? WHY?
Does anyone have any stories about this? Or does anyone hate it as much as I do? Please share!
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