Customer Refused to Show ID for Return

[purplecat41877]

Today, my service desk coworker-in-training needed help with a difficult customer. It turned out that the customer was refusing to show ID for an item she was returning. Where I work, if the customer is returning items that total over a certain amount and they don't have a receipt, the service desk employee is supposed to ask for ID or get approval from the store director, assistant store director, or PIC to do the return. The customer mentioned that it didn't make sense to show ID since she was returning 1 item (which was over the certain amount) and that she was in the store all the time (she did look familiar).

I called the assistant store director, explained the situation, and got approval to do the return. I took care of the transaction and sent the customer on her way.

[Kirkygirl]

Your co-worker should be posting a thank you in the forums for you.

But I can understand both why the lady had a flip-out, and why the person-in-training needed some ID. Lady's been shopping there for umpteen years, trainee doesn't know who said lady is. I usually tell my customers when they complain about ID that "I'm sorry that I haven't had the pleasure of meeting you yet." Said sincerely, it's a big ice-breaker.

[purplecat41877]

Where I work, all customers who return items over a certain amount without a receipt have to show ID or the service desk employee has to get management approval. This policy even applies to customers who've been shopping at the store on a regular basis since the return has to be recorded in a book for the records.