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Post Info TOPIC: Sick and tired of nasty, rude customers


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Sick and tired of nasty, rude customers
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A customer came through my line today and got two packs of some sort of vitamin. She was perfectly friendly for the first part of the transaction, and we had a conversation about the pretzels from the bakery. It then came time to pay and she said the vitamins were supposed to be buy one get one free. Sure enough they were and they came off as they were supposed to. She then had some coupons she handed me one by one and they all worked except for the last one, an additional $1 off the vitamins which of course won't work because she already got them buy one get one free. And there she went. "I CANNOT BELIEVE THAT COUPON DIDN'T WORK" "THIS IS BULL****". So I decide to put the additional $1 in as a "make it right" just to make her shut the hell up. Standard procedure for this is to do a "price override" and select "Make it right" as the reason. It shows up as a void of the original item, and the overridden price comes up below it. Now the lady is sure I have charged her twice for the vitamins even though HER TOTAL IS CLEARLY LESS. I try explaining this to her but she is so caught up in herself she marches out of the store without paying for any of it. Words cannot describe how much I wanted to tell her where she could shove her $1 off coupon and shout "Do us a favor and don't come back" as she left. There are so many times when I feel like I could just walk out when customers berate me like this. It makes me wonder why I even bother trying to be friendly to customers and help them with their problems. The thing that especially got me is that I didn't have to giver her the $1. Looking back I wish I had told her that wasn't going to get it, but I did it to be nice. No good deed goes unpunished.

The thing about this is that experiences like this are not uncommon. I dread going into work because I am sure there will be at least one crazy customer. I wanted to transfer for a while, but I realize that every store has its fair share of crazy customers. Anybody have any tips for dealing with these situations, and the bad-apple customers who see whatever prices they want to see and demand that they are right? Can I turn away rude customers?



-- Edited by kingstoopids on Wednesday 13th of September 2017 12:31:03 AM

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I understand completely.

 

I came from a store they literally called "the ghetto kroger", because it was in a very bad location that was riddled with crime nonstop. I had seen it all, people fainting in the middle of UScan, customers threatening to kick employees asses for something stupid, a customer yelling at cashiers for things that are THEIR faults.. 

I had a shift at another store, begged to get out of it, never got out of it, worked it at the new store, transferred that night. You might think it will follow you, I promise, if you pick a good one it won't.

The one I moved too was further away, but that was worth it to me. I wrote transfer papers the night my shift ended and turned them into both stores. My new store is a training store, which is great because there are a ton of learning opportunities and advancement opportunities are especially easy when we are the training store.. We've trained and seem people come and go, I trained a new store manager that originally came in as just a cashier, i'm so proud of him :P

I've seen CSMs and ACSMs trained at my store, it's a great environment and everyone who gets hired fits in with "the friendliest staff in town", we've literally won awards for it. We all work as a team, even though sometimes we get pissed off with one another. We all hang out, have each others numbers, etc.

 

My point is, try a transfer. I was worried at first I made a bad decision as i was bored, but that was before I became friends with everyone there and grew into my supervisor role. Now, you really couldn't pay me to go back to my old store. I refuse. The people are lazy and customers are beyond bat**** nuts.



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Anonymous wrote:

I understand completely.

 

I came from a store they literally called "the ghetto kroger", because it was in a very bad location that was riddled with crime nonstop. I had seen it all, people fainting in the middle of UScan, customers threatening to kick employees asses for something stupid, a customer yelling at cashiers for things that are THEIR faults.. 

I had a shift at another store, begged to get out of it, never got out of it, worked it at the new store, transferred that night. You might think it will follow you, I promise, if you pick a good one it won't.

The one I moved too was further away, but that was worth it to me. I wrote transfer papers the night my shift ended and turned them into both stores. My new store is a training store, which is great because there are a ton of learning opportunities and advancement opportunities are especially easy when we are the training store.. We've trained and seem people come and go, I trained a new store manager that originally came in as just a cashier, i'm so proud of him :P

I've seen CSMs and ACSMs trained at my store, it's a great environment and everyone who gets hired fits in with "the friendliest staff in town", we've literally won awards for it. We all work as a team, even though sometimes we get pissed off with one another. We all hang out, have each others numbers, etc.

 

My point is, try a transfer. I was worried at first I made a bad decision as i was bored, but that was before I became friends with everyone there and grew into my supervisor role. Now, you really couldn't pay me to go back to my old store. I refuse. The people are lazy and customers are beyond bat**** nuts.


 Thanks so much for the advice! Im eying a smaller store in a suburban part of town. We'll see how it goes!



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Shoulda called a manager right away.

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"Resistance is futile...you will be assimilated" - The Krog



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You said it Suburban Stores are COMPLETELY different from City Stores and the Company does not even see that! If you look at Metrics, I would say most City Stores have lower scores specially if they are located on transit routes. Its very hard for associates of different economical or social backgrounds to highly satisfy customers of another.

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Anonymous

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kingstoopids wrote:
Anonymous wrote:

I understand completely.

 

I came from a store they literally called "the ghetto kroger", because it was in a very bad location that was riddled with crime nonstop. I had seen it all, people fainting in the middle of UScan, customers threatening to kick employees asses for something stupid, a customer yelling at cashiers for things that are THEIR faults.. 

I had a shift at another store, begged to get out of it, never got out of it, worked it at the new store, transferred that night. You might think it will follow you, I promise, if you pick a good one it won't.

The one I moved too was further away, but that was worth it to me. I wrote transfer papers the night my shift ended and turned them into both stores. My new store is a training store, which is great because there are a ton of learning opportunities and advancement opportunities are especially easy when we are the training store.. We've trained and seem people come and go, I trained a new store manager that originally came in as just a cashier, i'm so proud of him :P

I've seen CSMs and ACSMs trained at my store, it's a great environment and everyone who gets hired fits in with "the friendliest staff in town", we've literally won awards for it. We all work as a team, even though sometimes we get pissed off with one another. We all hang out, have each others numbers, etc.

 

My point is, try a transfer. I was worried at first I made a bad decision as i was bored, but that was before I became friends with everyone there and grew into my supervisor role. Now, you really couldn't pay me to go back to my old store. I refuse. The people are lazy and customers are beyond bat**** nuts.


 Thanks so much for the advice! Im eying a smaller store in a suburban part of town. We'll see how it goes!


 No problem! I was originally at the 2nd smallest store in town, then moved to the smallest store in town. We still do quite a lot of business in a very rich community, meaning the customers are happier when we assist them. They don't blow up, it's a little bit of a slower pace, but busy enough to keep you busy doing something all day long. Maybe try learning new things, too. If you're front end, try moving to UScan. That was my first choice of moving up, and I loved it. UScan will (most of the time) always keep you extremely busy. 

My old store was very low income. Impossible to please people. Look on the bright side though, serving the worst customers really teaches you a lot. Now, my upset customers do not phase me one bit. Nothing compared to my other store. 



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Anonymous

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I tried calling the manager and making the customer wait.  I got in trouble for it because "I showed up to work for the day."  The innocent person is proven guilty until proven guilty until tossed in jail and punished.  Thank you (sarcastically) Kroger.



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