Another complaint and a bad manager

[WHShit]

It was 2 days before Christmas, and there were 3 of us downstairs on Books and Entertainment. There were 2 girls on the tills (we only have 2 tills, which causes problems as it is), and I was running around the shopfloor helping people. An older couple asked me for help with buying some cd's and dvd's for their grandkids for Christmas, so I was with them for awhile. I ended up behind the till looking in the cabinets for some dvd's when a customer comes up to me with a list, shoves it in my face and says "I need these books". Now, there were about 15 books on the list and they were all Education books that I knew we probably wouldn't have in stock. I told him that I was with a customer, but I would help him after. I also showed him where the Education books were and said he could have a look for himself if he liked. I was polite. So, he went to look and I helped my customers. About 15 mins later I was still with these customers and I see the Guy With The List on line again and he has a bunch of books in his hands. I figured that he found what he was looking for. Well, I had to go behind the tills again to look in the cabinets and I hear the Guy With The List asking about the books on the list again and getting nasty with the Christmas temp, Caroline. He asked her is we had these books, and shoved the list in her face, and all she did was turn and look at me as to pass the question to me. All I said to her was that I was with a customer and I really don't know much about the Education books, as I did not go to school in England. I asked her to try looking them up on the computer and said that I would help as soon as I was done with the customers.

So, I finished with the customers and was talking to he manager, when I see the guy walk upstairs. I figured Caroline helped him and all was well. I told the manager about the guy and his list and how he was rude to Caroline.

Around 5:00, I get asked to come into the office. The manager (who I have had problems with on so many occasions and absolutely HATE) says that this Guy With The List complained about me personally, saying that I refused to help him and that I said that I didn't go to school here so I couldn't help him. WHAT THE HELL!!!?? I never said that! He wasn't even my customer!

I told the manager the whole story...and that I only spoke to the guy while I was with other customers and that I was polite the whole time. The manager said that he was "concerned" about how I tell customers I did not go to school here and that I did not try to help him. I tried to defend myself saying that if they ask me to find an education book for them and do not give me much information, it is difficult for me to help them. For example: if someone says that their kid is in "6th form" or "year 4" I do not understand what it is. In America, we have Kindergarten-12th grade. I understand that, but I still struggle to understand all the different expressions for years in school in England. It may look like I am not trying to do my job if I am unable to help, so I tell them the truth and offer to get another member of staff to help them. I am just trying to not look like a bad employee. And this did not even happen with this guy...I didn't help hi cause I was with other customers!!!!! I also enquired as to why Caroline wasn't called into the office, as she was with the customer and didn't even try to help him. I wanted to know why I was being held responsible for not helping someone that wasn't my customer. He said that Caroline was a temp and she did nothing wrong!!! It is not fair that I was in trouble for this. This girl didn't even TRY to help the customer...she passed it onto me who was very busy and had people waiting. It doesn't matter if she is a temp...if she is working at a job, she should at east try to do it! The manager did not see this viewpoint, of course.

The manager said that it looks bad for the business and that I am too truthful. He said that I should know about the Education books by now and that I have to "fake it". I am not even going to get into the problems with that! It seems that the manager wanted me to give a less than satisfactory performance instead of telling the truth and getting someone else who could help the customers better. I got a warning, which prompted me to consider finally filing a complaint about him. I really felt that I did nothing wrong at all. This guy complained about me and he wasn't even my customer! I was very upset!

Later, I talked to Daniel, a co-worker, who told me that he was upstairs when the guy complained and the guy NEVER complained about me personally! He just said that one girl was busy with a customer and said that she didn't go to school here. So, the manager lied to me! This is when I got very angry and decided to file a grievence against the manager. He had done so much since I started at this store and it all piled up! I am currently appealing th outcome of the first grievence.

This is about both a bad customer and manager...so I wasn't sure where to put it. Feel free to move it...not that you need my permission. Haha

[Chanlin]

Just to throw in my two cents here. Even if you were still in the states with little information to go on finding a book for a class can be near impossible. Especially if you don't know at least the name of the authors, the publisher, or at least the name of the book.

And seriously, what teacher wouldn't provide at least that much information. Unless it's something thats very common (i really must admit I don't know anything about the school system overseas) how could anyone be expected to find it with just say for example, the 6th grade (year, form etc) math book.

[BookstoreEscapee]

And seriously, what teacher wouldn't provide at least that much information.

You'd be surprised...I can't tell how many people came in looking for textbooks (which, in general, we don't even carry and usually have to order) and all they have is the title and author...no edition number or anything. Then you plug in what they have and get all 17 editions of the book, of which 2 or 3 are sometimes still available and they have no idea which one they need. Not to mention every study guide and supplement available that starts with the same title.

We also get teachers who assign certain vague criteria for choosing a book for a report or something (usually elementary school) and leave the actual title up to them...then they expect us to find them a book that fits the criteria. Practically every parent double checks the return policy "in case the teacher doesn't approve the book." I so wish the teachers would just give them a list to choose from. It would make the booksellers' lives sooo much easier.

[georgiab]

For him to suggest that you just "fake" it is ubsurd just for the fact that he felt the other girl was not at fault because she is a temp...Uh hello she works there to just like you said and why not have her just "fake" it!!!