Customers seem to think that the "service" part of customer service is the equivalent of "bend over, touch your toes and look through your ankles" in that every request must be met instantly, without question and the customer must then be begged for another.
I'm there to help. If I CAN help you I will. BUT YOU ARE NOT ALWAYS RIGHT, no matter what you think. And this is not your house. My job is more important than your sense of self-worth. To wit:
If you buy sunglasses at Wal-Mart, they come with that really clunky thing that has the security tag and the UPC code strapped around the nosepiece. This is of course to prevent theft. And it ain't coming off except with either a knife or a pair of scissors.
Customers generally gravitate up to the counter for things like stamps, scissors, copies, band-aids and all sorts of what-not. If we can help, we're glad to.
However, if you're asking us to remove the security tags from a piece of merchandise, there is an ironclad rule which we must follow: THE CUSTOMER MUST HAVE A RECEIPT FOR THE ITEM.
Which, you know, only makes SENSE. Most customers understand why we ask, and fish the receipt out of the pocket or checkbook where they've crammed it. Some fish for a while, but I don't cut until they do find it. Some idiots get offended and think you're accusing them of stealing.
I had encounters with not one but TWO idiots this over the last few days. One was a woman who ran up with a pair of sunglasses in a Wal-Mart bag.
"Can you cut this tag off for me," she hollers breathlessly, holding out the bag. I ask for the receipt. "I don't have it," she says.
I pull the scissors back. And she turns up the nastiness. "My husband is right there." I can see registers 7-14, and I don't see anybody obviously with her.
"He's on the other end, paying for these. I'm not trying to steal them." I go ahead and cut them. She runs off. I come out from behind the customer service desk and walk out from the area to see if she walks straight out of the store or goes out to a register to meet someone.
She sees me coming after her and then really gets ugly. "This is my husband. Here is the receipt. I told you I wasn't going to steal them."
I just said "Thank you, ma'am" and let her go. But look. Anyone can grab a pair of sunglasses and a bag out of the trash or off a register. Having a BAG doesn't mean you bought it. Having a RECEIPT means you bought it.
The second idiot was this guy who actually said "Are you accusing me of stealing?" I said "No sir, but people do things like this all the time. That's why I have to see your receipt."
He coughed the receipt up.
I wonder what sort of fantasy-land these people live in where everyone is just so honest? Or maybe I'm just jaded, bitter and cynical.