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Post Info TOPIC: Talk about being a penny pincher
Anonymous

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Talk about being a penny pincher
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I found out today that when they decide how many hours to give a department, they actually figure in hours for talking to customers on the phone.  Our bakery department is allotted seven hours per week.  That's one hour per day  Pharmacy is given four hours per week.  Of course in their fantasy world every phone conversation would go like this:

Bakery department. May I help you?

I'd like to order a cake.

Okay when do you need it?

I need it this Saturday at two o'clock.

Okay what kind did you need?

I need a quarter sheet white cake with white icing with red trim and red roses and I want it to say Happy Birtheday Bill.

Okay I need your name and phone number.

It's Mary Smith phone number is 555-1234.

Okay, thank you very much. Have a nice day.

 

This is what really happens:

Bakery department. May I help you?

I'd like to order a cake.

Okay, when do you need it?

I need a cake to feed 40 people.

Okay, a half sheet should be big enough.  What flavor do you want?  We have white, chocolate, yellow, or marble.

Do you have carrot cake in that size?

No, carrot cakes only come in as 8-inch double layers.

(Hear customer yell across the room) honey, they don't have carrot cake that big.  The only have white, chocolate, yellow, or marble. 

Customer finally decides on cake flavor and then asks, "Do you have a Batman kit?"

I think we do but let me go check.  Yes, we do have a Batman kit.

Okay, I need it to say Happy Birthday Jimmy.  You know what?  He's decided he wants the Spiderman kit instead.  Do you have that?

I'll go look.  Yes, we do have it.

I'll take that one and can I change it to a full sheet?

Yes, that will be fine. When do you need it?

I need it in 30 minutes.

 

Another typical conversation similar to the one above is when the person on the phone never answers your questions in the order you ask them.  You ask them when they want the cake.  They tell you what flavor they want.  You ask them what size they need.  They tell you what they want written on it.  You ask them what flavor.  They tell you when they want to pick it up.



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Anonymouse1


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How many hours does the Front end get for calls?

I start at 10pm and will answer calls when I know the acsm is closing the fuel station or if the service desk is paged too many times.

The most annoying call I have ever had was a lady wanted to know if we carried mason jars.  She was in the store about 25 feet from the phone I used to answer the call...

Correction:  The most annoying calls are the fast alert calls.  It takes three minutes to tell me there is a fast alert, where it is,  tag # and ask me to acknowledge the call.  They adjusted the fast alert system recently.  Now it calls me two and sometimes three times for the same fast alert within 3 minutes.  I had already logged into the computer and acknowledged the alert and I get another call.

"Hello.  (pause).  Store 7xx you have a fast alert.  (pause)  Press 1 to hear the call.  (pause)  The fast alert is in the deli island  (dot) (pause)    The tag id is an34098.  Check your fast alert system.  To respond with accept, press 1.  (pause).  (pause).  Good bye"

First, whoever decided how to attach the numbered sensors is an idiot.  Can't read any serial numbers on any of the sensors in the entire store.  I have used a mirror and taken a picture on my phone just to read the serial number.

Second, I have to log into citrix to acknowledge the fast alert on the map so I will know where it is.  It is always the same 5 coolers.

The fast alert call could be 20 seconds tops.  "Store 7xx, check your fast alert system.  Press 1 to acknowledge"

I thought I had it bad.  I was at another store one morning and the the csm kept paging the store manager about the fast alert.  Repeating word for word what the robot call said like a town crier.

 



-- Edited by Anonymouse1 on Tuesday 25th of June 2019 06:34:45 AM

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Mr Frontenac


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Anonymouse1 wrote:

The most annoying call I have ever had was a lady wanted to know if we carried mason jars.  She was in the store about 25 feet from the phone I used to answer the call...

 Wow, that is a whole new level of lazy.



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mega-kitteh


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Here's at our store:

E: Bakery Dept
C: I need a cake
E: Ok what size?
C: Just a Cake
(Asks this EASY question CLEARLY THREE TIMES)
C: *HUFFS* Full sheet
E: What flavor white, chocolate, marble, carrot.
C: A full sheet cake
E: *inaudible sigh* asks flavor question 3 times
C: *giggles* oh white. NO chocolate
E: Any filling? (Lists filling)
C: Rasberry
E: What kind of frosting buttercream or whipped
C: The sweet kind
E: They're both sweet ma'am one is just more sweet than the other.
C: The sweet one
E: *Facepalms* Ok got it. I need your name and number please and the date you need it by
C: *gives name and number and date

Customer NEVER shows up until 3 days AFTER it's been ready. By then it's been devoured by us. ABSOLUTELY LIVID customer DEMANDS that we give them a NEW cake for free EVEN THOUGH they NEVER answered their phone. We refuse, and they knock a display over onto the floor. To be nice and keep the peace, our manager escorts the customer to the doors and tells them.to leave.

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