Comments on: “Just doing my job.” http://www.hooversbiz.com/2008/12/22/just-doing-my-job/ Individuals - Companies - Industries: How We Work Now. Wed, 28 Jul 2010 23:09:19 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Glenda http://www.hooversbiz.com/2008/12/22/just-doing-my-job/comment-page-1/#comment-13575 Glenda Tue, 23 Dec 2008 15:16:08 +0000 http://www.hooversbiz.com/?p=1689#comment-13575 If you trade with Kroger and they overcharge you for an item, the checker doesn't really have much authority to "make it right." But if you take a moment to step over to the customer service desk, Kroger will give you your money back for whatever you bought, plus give you the item! I like that way of doing business. I once had a checker tell me, "Well, that's the price that came up." I'm like, "Can we get someone to help us?" Evidently not. But I walked the few steps to CS and got my money back plus the item. Not an ideal situation, but at least they're trying! If you trade with Kroger and they overcharge you for an item, the checker doesn’t really have much authority to “make it right.” But if you take a moment to step over to the customer service desk, Kroger will give you your money back for whatever you bought, plus give you the item! I like that way of doing business. I once had a checker tell me, “Well, that’s the price that came up.” I’m like, “Can we get someone to help us?” Evidently not. But I walked the few steps to CS and got my money back plus the item. Not an ideal situation, but at least they’re trying!

]]> By: Bryan Person http://www.hooversbiz.com/2008/12/22/just-doing-my-job/comment-page-1/#comment-13558 Bryan Person Mon, 22 Dec 2008 14:42:59 +0000 http://www.hooversbiz.com/?p=1689#comment-13558 Tim: One of the problems is that supervisors/managers aren't empowering their employees to help the customer directly. I'm thinking back to an encounter I had with a customer-service rep at a local supermarket chain a couple of months ago (hint: it starts with "R"), where the employee kept telling me there nothing he could do for me to resolve a dispute over the price of an item. After five minutes of, ahem, directionless back-and-forth with said rep, I asked for a supervisor. I explained the problem to him, and he promptly offered me store credit for the disputed amount. ME (to supervisor): Thank you for this, but why couldn't [customer-service rep] have just done this in the first place? It would have saved getting me so worked up. SUPERVISOR: Well, he's new, and I haven't trained him. Inexcusable, as far as I'm concerned. The customer-service reps should be empowered to resolve disputes for customers on the spot, especially if they're under a certain amount (say, $25?). Thing is, because of this supermarket's handling of the dispute (and we're talking a meager $5.99), I now take all of my business to the competitor. Bryan Person | @BryanPerson Tim:

One of the problems is that supervisors/managers aren’t empowering their employees to help the customer directly.

I’m thinking back to an encounter I had with a customer-service rep at a local supermarket chain a couple of months ago (hint: it starts with “R”), where the employee kept telling me there nothing he could do for me to resolve a dispute over the price of an item. After five minutes of, ahem, directionless back-and-forth with said rep, I asked for a supervisor. I explained the problem to him, and he promptly offered me store credit for the disputed amount.

ME (to supervisor): Thank you for this, but why couldn’t [customer-service rep] have just done this in the first place? It would have saved getting me so worked up.

SUPERVISOR: Well, he’s new, and I haven’t trained him.

Inexcusable, as far as I’m concerned.

The customer-service reps should be empowered to resolve disputes for customers on the spot, especially if they’re under a certain amount (say, $25?).

Thing is, because of this supermarket’s handling of the dispute (and we’re talking a meager $5.99), I now take all of my business to the competitor.

Bryan Person | @BryanPerson

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