Lady flags me down. She says, "these items are 4 for 5." I look at the screen and I see each of them showing a price of like 3 for 5, but that's without the plus card. Below each of them is the plus card discount making each $1.25. So I count each item to make sure it's 5 items, and I notice she has 6, and also the 6th item didn't have the discount applied to it, so I hit "Pay Now" and it comes after. I do the math in my head and I'm pretty confident $1.25 is 4 for $5.
She complains again, that it's not showing up as 4 for $5. And as I try to explain that $1.25 is 4 for $5, she abruptly walks away in some show of teenage angst. I assume she didn't want to bother. So I void the order and put the stuff on my station.
A couple minutes later she unexpectedly returns and shows me a picture on her phone that she took of the price tag on the self that it says 4 for $5. And she proceeds to say this in an extremely condescending tone, "next time when I say something is a certain price, you better believe me. I'm not a f*cking liar." Then she grabs the items from my station, with attitude.
Flags me down again cause she's scanned the 6 items. And then she doesn't say anything just looks at me like I'm a dog that ate the pie off the kitchen table and should know better. So I explain to her again. "yeah, they are 4 for 5." She replies, with attitude, "then why isn't the total $5? Is there tax on this?" I explain to her, "because you're buying 6 of them. the 6th one makes adds $1.25 to the $5 to make the total $6.25." In my mind, I'm thinking to myself, "why am I explaining this?"
She replies, "then why the f*ck didn't you say that the first time?" Commands me (Yes, I think command is the right word) to void off the 6th item. Pays, and then leaves.
I guess my mistake here was assuming that just because I figured out the math and pointed out the individual price of the item ($1.25) that the customer would instantly realize it. Her being a jerk about it, didn't help. I felt like I was being goated to argue with her. And you know Kroger policy, don't argue with customers. It just leaves a bad taste in my mouth. Like, keep your negativity to yourself.
You don't have to argue to make someone look stupid, if they walk into it, just go with it. "I'm sorry miss, I assumed you know how many items your were purchasing, I did inform you that they were indeed charging $1.25 with the Plus Card discount". When you ask "Is there anything else I can help you with"....and walk away! Urban/Inner City stores you will get this multiple times a day, you kinda want to established your nice, but not a push over.
You just have to remember to take the higher road, but still get your point across. When you do have to end it like that, remembering make your points before hand and then say it....and after no response of an eye role...walk away.
This is a splendid example of why, when I worked in retail, I always refused ro train on registers/customer service counter. As it was, working in my sales areas, I'd have human douche nozzles trying to treat me like their personal toilet paper.
And I would just walk away. Every time. You'd get as far as 'well, if you people would---' and you'd be all alone in the world, talking to yourself. Had many a manager try to jam me up over that, but there was nothing they could say, cuz walking away from abuse is exactly what they themselves always told us to do.
You don't have to argue to make someone look stupid, if they walk into it, just go with it. "I'm sorry miss, I assumed you know how many items your were purchasing, I did inform you that they were indeed charging $1.25 with the Plus Card discount". When you ask "Is there anything else I can help you with"....and walk away! Urban/Inner City stores you will get this multiple times a day, you kinda want to established your nice, but not a push over.
I would never ever apologize to this woman. The minute she cussed as me, I'd be calling management to deal with her. Scum dont like doesn't deserve the time of day!
You don't have to argue to make someone look stupid, if they walk into it, just go with it. "I'm sorry miss, I assumed you know how many items your were purchasing, I did inform you that they were indeed charging $1.25 with the Plus Card discount". When you ask "Is there anything else I can help you with"....and walk away! Urban/Inner City stores you will get this multiple times a day, you kinda want to established your nice, but not a push over.
I would never ever apologize to this woman. The minute she cussed as me, I'd be calling management to deal with her. Scum dont like doesn't deserve the time of day!
Haha, anonymous, what EUID_Unknown is saying is NOT an apology, it's an insult. He is trying to say, that you can insult a customer who is insulting you and being abusive. You just need to do it nicely, so they don't notice it. So instead of walking away from that kind of a situation you don't feel like a piece of crap which customer would like you to feel like. Instead, you walk away winning the battle. Or at least being even.
