I'm still quite confused over the line between standing your ground and cause for being fired when it comes to dealing with combative customers.
See, I recently had a customer who was at my Uscan trying to incorrectly enter an item. When I went up to intervene, he arrogantly tells me he doesn't need my help. He's still there on the wrong screen trying to enter the item, or whatever it is he was doing. And I remain there off to the side, about a couple feet away from them, but still looking at their screen.
The guy suddenly asks me, very aggressively, if I have a problem. Realizing that this is now a hostile customer, I don't make eye contact or respond (I mean, what do I say? Anything I say will get me fired.). But I'm still worried they are entering that item incorrectly. I mean, you get my dilemma here, right?
Also, I know you'd say to get a manager or security guard involved, but... managers are busy, CSMs are on register, security guards are no where in sight.
After a few seconds of this guy asking why I'm still there, I backed away a bit and went to my station. But I was still watching them. Eventually they figured out how to put the item in correctly. But a bit later they triggered a help screen. And now I had to go up to them to clear it. So I walked up, said nothing, and cleared it. They paid and left.
But see, that's the thing. What if they put in the wrong item, or worse, didn't scan the item? They don't want my help and they are ready to fight if I try. Just let them walk out the door in victory? Remember, no security guard in sight, and the CSMs are either somewhere else or on register.
You do seem to attract a lot of trouble, don't you? Most people don't like to be offered help unless they ask for it. Of course the asking doesn't have to necessarily be verbal. Sometimes a person will stop what they're doing and just look at you until you help them. I probbaly would have gotten mad at you too if you were hovering over me.
I do self-checkout because I don't want to deal with employees, so yea, don't need your help unless the machine forces it on me. Just like I hate how we're required to acknowledge all customers but I'd say over half don't want to be bothered. Many people are even shopping with earbuds nowadays and/or glued to their phone. But I'm that way in any store; unless I ask for your help, I want to be left alone.
I'm still quite confused over the line between standing your ground and cause for being fired when it comes to dealing with combative customers.
See, I recently had a customer who was at my Uscan trying to incorrectly enter an item. When I went up to intervene, he arrogantly tells me he doesn't need my help. He's still there on the wrong screen trying to enter the item, or whatever it is he was doing. And I remain there off to the side, about a couple feet away from them, but still looking at their screen.
The guy suddenly asks me, very aggressively, if I have a problem. Realizing that this is now a hostile customer, I don't make eye contact or respond (I mean, what do I say? Anything I say will get me fired.). But I'm still worried they are entering that item incorrectly. I mean, you get my dilemma here, right?
Also, I know you'd say to get a manager or security guard involved, but... managers are busy, CSMs are on register, security guards are no where in sight.
After a few seconds of this guy asking why I'm still there, I backed away a bit and went to my station. But I was still watching them. Eventually they figured out how to put the item in correctly. But a bit later they triggered a help screen. And now I had to go up to them to clear it. So I walked up, said nothing, and cleared it. They paid and left.
But see, that's the thing. What if they put in the wrong item, or worse, didn't scan the item? They don't want my help and they are ready to fight if I try. Just let them walk out the door in victory? Remember, no security guard in sight, and the CSMs are either somewhere else or on register.
Its your fault really. Were you starring at his dick or something? If people need help they will ask. I would have been hostile to your u as well for just sitting there starring like hes stealing something. If the customer is being a ass hole and theres no one you can get to help out then yea f u c k it let them walk out with it. Krogers problem.
You do seem to attract a lot of trouble, don't you?
No, not really. The last incident like this was months ago. Probably early spring time.
Anonymous wrote:
Most people don't like to be offered help unless they ask for it.
Well that's too bad, cause those help screens aren't going to fix themselves. Also, there's lots of items that don't scan, and customers just go ahead and put them in their bags. I'm sorry but I think I'm obligated to intervene in those situations.
Anonymous wrote:
I probbaly would have gotten mad at you too if you were hovering over me.
Wasn't hovering over them as in, looking right over their shoulder, or standing a couple inches away from their body. I was standing in the area of the next adjacent Uscan, like I said, a couple feet away. The same distance a customer would be if they were using that particular Uscan. Also, what's there to get mad about? My job is to make sure you ring up your items correctly.
Its your fault really. Were you starring at his dick or something? If people need help they will ask. I would have been hostile to your u as well for just sitting there starring like hes stealing something.
I find it interesting that out of the hundreds of customers that I do this with every month, only that one customer has that problem. No one else would have a problem. Nope, just that one.
Frontenac, ignore all these *******s on here with their negative, NON helpful comments. Dick heads like them probably swam out of the same cess pool as that scum bag customer you were dealing with.
Next time anything like that happens have a manager review the camera footage and give your side of the events. If ANY one---customer or otherwise----crosses the line and comes at you in a physically threatening way, do what ever you have to to defend yourself. Get the police involved. Anyone even talks of firing you for it you talk of suing them.
Frontenac, ignore all these *******s on here with their negative, NON helpful comments. Dick heads like them probably swam out of the same cess pool as that scum bag customer you were dealing with.
Next time anything like that happens have a manager review the camera footage and give your side of the events. If ANY one---customer or otherwise----crosses the line and comes at you in a physically threatening way, do what ever you have to to defend yourself. Get the police involved. Anyone even talks of firing you for it you talk of suing them.
That customer contributes to your tiny check every week. The customer is always right. Learn your place c u n t
Frontenac, ignore all these *******s on here with their negative, NON helpful comments. Dick heads like them probably swam out of the same cess pool as that scum bag customer you were dealing with.
Next time anything like that happens have a manager review the camera footage and give your side of the events. If ANY one---customer or otherwise----crosses the line and comes at you in a physically threatening way, do what ever you have to to defend yourself. Get the police involved. Anyone even talks of firing you for it you talk of suing them.
I'm still quite confused over the line between standing your ground and cause for being fired when it comes to dealing with combative customers.
See, I recently had a customer who was at my Uscan trying to incorrectly enter an item. When I went up to intervene, he arrogantly tells me he doesn't need my help. He's still there on the wrong screen trying to enter the item, or whatever it is he was doing. And I remain there off to the side, about a couple feet away from them, but still looking at their screen.
The guy suddenly asks me, very aggressively, if I have a problem. Realizing that this is now a hostile customer, I don't make eye contact or respond (I mean, what do I say? Anything I say will get me fired.). But I'm still worried they are entering that item incorrectly. I mean, you get my dilemma here, right?
Also, I know you'd say to get a manager or security guard involved, but... managers are busy, CSMs are on register, security guards are no where in sight.
After a few seconds of this guy asking why I'm still there, I backed away a bit and went to my station. But I was still watching them. Eventually they figured out how to put the item in correctly. But a bit later they triggered a help screen. And now I had to go up to them to clear it. So I walked up, said nothing, and cleared it. They paid and left.
But see, that's the thing. What if they put in the wrong item, or worse, didn't scan the item? They don't want my help and they are ready to fight if I try. Just let them walk out the door in victory? Remember, no security guard in sight, and the CSMs are either somewhere else or on register.
You sound like a drama queen and i do mean "queen". Always bitching on here. Always having problems. Most folks just deal with **** and move on.
Agreed, Mr.Frontenac, ignore all the angry posts. From your posts it's clear that you care about your job and you want to do it right for the customer and for the store.
If there is a customer who is so full of himself, that just a thought of having to accept help sends him into aggressive mode, back off. Tell him that standing in that area is your job, and if he needs help, holler.
Then stand back and let him struggle until he or the screen calls you. If you notice that something didn't scan and he put it in a bag, it's your job to tell him that and fix it for him. Don't let them intimidate you. They are trying to steal, they are in the wrong. If they send you away, call a manager. If manager doesn't come on time, let the customer take the merchandise and tell the manager later. You don't need to get hurt by an a**hole. Besides, I don't think we are allowed to physically stop a thief.
Hopefully someone with more experience here can tell you some phrases they use to disarm aggressive customers.
I'm still quite confused over the line between standing your ground and cause for being fired when it comes to dealing with combative customers.
See, I recently had a customer who was at my Uscan trying to incorrectly enter an item. When I went up to intervene, he arrogantly tells me he doesn't need my help. He's still there on the wrong screen trying to enter the item, or whatever it is he was doing. And I remain there off to the side, about a couple feet away from them, but still looking at their screen.
The guy suddenly asks me, very aggressively, if I have a problem. Realizing that this is now a hostile customer, I don't make eye contact or respond (I mean, what do I say? Anything I say will get me fired.). But I'm still worried they are entering that item incorrectly. I mean, you get my dilemma here, right?
Also, I know you'd say to get a manager or security guard involved, but... managers are busy, CSMs are on register, security guards are no where in sight.
After a few seconds of this guy asking why I'm still there, I backed away a bit and went to my station. But I was still watching them. Eventually they figured out how to put the item in correctly. But a bit later they triggered a help screen. And now I had to go up to them to clear it. So I walked up, said nothing, and cleared it. They paid and left.
But see, that's the thing. What if they put in the wrong item, or worse, didn't scan the item? They don't want my help and they are ready to fight if I try. Just let them walk out the door in victory? Remember, no security guard in sight, and the CSMs are either somewhere else or on register.
You sound like a drama queen and i do mean "queen". Always bitching on here. Always having problems. Most folks just deal with **** and move on.
Try to assist as much as you can, if they don't want to deal with "people" they need to shop online and be a cave dweller. Your job is to assist and be a visible to assist when needed and also "watch over" customer to look for anything that might not be on the up and up. You did the right thing, if someone is combative, just keep a watchful eye and do something else. If someone is agree because your doing your job....so be it. Most people that get act like this are up to something or just the type of personality that doesn't want anyone telling them anything. I do miss the old SCO system, in situations where you believed something was going on, you could just watch the Cashier Station screen and take control and stop a transaction. If anything just keep doing what your doing, I would suggest getting in the habit of walking around looking at the customer screens/items being scanned and just standing in the middle of the SCO units. The more visible and making eye contact/saying hi, the less likely these customers will act like this.
Agreed, Mr.Frontenac, ignore all the angry posts. From your posts it's clear that you care about your job and you want to do it right for the customer and for the store.
If there is a customer who is so full of himself, that just a thought of having to accept help sends him into aggressive mode, back off. Tell him that standing in that area is your job, and if he needs help, holler.
Then stand back and let him struggle until he or the screen calls you. If you notice that something didn't scan and he put it in a bag, it's your job to tell him that and fix it for him. Don't let them intimidate you. They are trying to steal, they are in the wrong. If they send you away, call a manager. If manager doesn't come on time, let the customer take the merchandise and tell the manager later. You don't need to get hurt by an a**hole. Besides, I don't think we are allowed to physically stop a thief.
Hopefully someone with more experience here can tell you some phrases they use to disarm aggressive customers.
I do miss the old SCO system, in situations where you believed something was going on, you could just watch the Cashier Station screen and take control and stop a transaction.
Isn't the handheld supposed to be able to do that?
Agreed, Mr.Frontenac, ignore all the angry posts. From your posts it's clear that you care about your job and you want to do it right for the customer and for the store.
If there is a customer who is so full of himself, that just a thought of having to accept help sends him into aggressive mode, back off. Tell him that standing in that area is your job, and if he needs help, holler.
Then stand back and let him struggle until he or the screen calls you. If you notice that something didn't scan and he put it in a bag, it's your job to tell him that and fix it for him. Don't let them intimidate you. They are trying to steal, they are in the wrong. If they send you away, call a manager. If manager doesn't come on time, let the customer take the merchandise and tell the manager later. You don't need to get hurt by an a**hole. Besides, I don't think we are allowed to physically stop a thief.
Hopefully someone with more experience here can tell you some phrases they use to disarm aggressive customers.
Good luck!
Most customers are pretty smart and dont need the help of some dumb ass spying associates. Make yourselves useful and get some carts.
