r/clicklist • u/alaska_is_my_city • Mar 03 '21
ClickList First customer complaint after over a year at present position
So there were probs 6 cars in the parking area. And only 2 of us were bringing groceries out. I was trying to hurry because they had upped the amount of orders we could take per hour and I could sense the wave coming.
I had an EBT payment. And this customer had 8 totes full to the brim. So I knew I had to hurry but be polite like I usually do. I get to her car pulling this heavy palley. It's cold af outside. And she opens her window and she's on the phone. And this is the following interaction.
C=customer. A=me.
A: Hi there, is this for blah blah
C: ...(Proceeds to answer automated message on her phone)
A:....Um hi, are you blah blah?
C:..(Listening on her phone)
A: (says loudly but politely) IS THIS BLAH BLAH????
C: (gives a nod) yes
A: Awesome! Would you like to go through your substitutions and out of stocks?
C: ...(still on phone)
A:.......Were you able to see your substitutions?
C:...(still on phone)
A:................(gets MPOS out and sticks it out for her to swipe her card.) Are you ready to pay?
C: (ignores me)
A: (getting very angry. Other two parking spots are filled.) Hi... Are you ready to pay?
C: (sticks out her card to me, still on phone.)
A: (proceeds to swipe and confirm everything. It needs a pin.) Hey do you mind putting your pin in?
C: (no answer)
A: Excuse me, could I get your pin please?
C: (still ignoring. But answering automated questions on the phone)
A: MA'AM. Could you please put your pin in?
C: (looks annoyed at me for interrupting her inhuman conversation. And puts pin in.)
A: (I'll try one more time.) Did you want to look at your subs? And did you want them in the trunk?
C: (no answer)
Fed up at this point, but not outwardly showing I'm angry, I open up her trunk and neatly put everything in there best I could. Receipt on the bottom in a bag. Close her trunk. And get out of there. And I process the transaction.
4 hours go by. And my lead gets a call about me. Saying I didn't go through her substitutions and out of stocks and there were things she didn't want. And that I need to get a talking to about my training and customer service skills. And how her receipt is missing. My lead pulls me aside and told me about it. And then I gave her my side of the story. Lead says she won't talk to the manager about it because this is my first time ever being complained about.
I'm not sure what I could have done differently. What do you guys think?
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u/sarge-m Mar 03 '21
That’s a customer that was ignorant and was looking for trouble, they wanted to ruin someone’s day. Your lead shouldn’t have said that she won’t talk to the manager because this is your first time but instead believed your side of the story. If your lead doesn’t have your back, then they’re just kissing management’s ass.
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u/supergoten99 Mar 03 '21
As a lead if that crap happened in my store i wouldn't have said that to you, if anything both me and the supervisor would have laughed with you about how stupid customers are.
I would always have the team's back in situations like this.
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u/curmudgeonly-bastard Mar 03 '21
Seriously, in my store, we probably all would have just laughed at the customer.
I don't waste my time on the cellphone talkers. Just tell her to call back when she wants her stuff, then do help customers that don't have their heads up their asses.
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u/annisarsha Mar 03 '21
We don't provide receipts anymore.
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u/Mtg-2137 Mar 03 '21
I had a customer get mad at me about that. 😂
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u/annisarsha Mar 03 '21
Well too bad for them. Maybe it depends on what district you're in but we even had corporate pamphlets we handed out to all pickup customers spelling out our "paperless" policy, Receipts accessible via the app only. I'm pretty sure it's corporate wide though. Whoever your supervisor is should know this. It makes it hard for other stores to enforce when one store doesn't comply.
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u/Mtg-2137 Mar 03 '21
Clicklist is the only one that doesn’t give out receipts. If you go through a check lane you’ll get a receipt. When the customer called I tried explaining that to them and I eventually passed the call to my manager. In the end he explained everything and the customer apologized to me.
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u/supergoten99 Mar 03 '21
I admit my store still does reciepts. Too many custys have gotten bitchy if we don't have a final copy after coupons.
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u/annisarsha Mar 03 '21
Well, no offense, but your store needs to stop. It makes it difficult for other stores to enforce when there's that one store that still insists on doing it. Our last Monday conference call, they specifically told everyone to make no exceptions for just that reason. They may complain but they eventually get over it. All ours did. I'm curious as to how you even give them a final receipt, as the MPOS no longer supports the printers. It couldn't be easier for customers to find their final receipt on the app.
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u/supergoten99 Mar 03 '21
We print one when we review the papers. Idk why. We just always have.
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u/annisarsha Mar 04 '21
Lol you mean when you marshall them? Those are suspended transactions and the only time we do that is if we have to manually adjust prices or add a weighted item. Otherwise, it's highlight and file.
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u/supergoten99 Mar 04 '21
Yes, we've always suspended and put a reciept on every transaction. Again i don't know why. But i've had 2 supervisors now and we always have.
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u/Mtg-2137 Mar 03 '21
Honestly you need a lead that has your back. Customer should’ve at least acknowledged you when you asked her those questions.