shop work and customer service

[steve208]

ok im sure there are some managers out there who might be able to give some feed back on this.

First i would like to state that i am polite etc and concider that when i do work on a till i give good customer service BUT.....

The store i work at is threatening disaplinary action if certian things are not said to the customer. these are such things as...would you like help with your packing?? and then have you got our reward card (i wont say the name as would give away where i work and dont want to say that as hope this question can work on a generic level.)

Now my first thing is i dont want to sound false when serving a customer as i know from being a customer that its so annoying when you get the same things said to you. i will make my own comments and be nice in my own way.

second, the "reward" card that the store i work at has is essentially a credit card and i think it is profoundly unethical to promote this to people while they are shopping without explaining the full implications.

Where do i stand on these things? i will always try to please the customer but i am not a robot with a pulse!!

[welshygirl85]

I know how you feel as we get more technology in this world the more employers want us to turn into robots!

I have the same argument every time im told to do some thing, like "when you answer the phone ask for the customer name before taking any further details" and "ask the customer if there is anything else you can help them with before saying goodbye" NOOO i don't want to im not a voice recording, I have MY OWN personality!

Sadly if they want you to do it you'll have to, in every job it's the same, there will always be something you dont like.

I get my calls recorded and if I don't do it I get maked down on my quality and after so long I'll get diaplinary action.

Just think luck for you, you don't get recorded. So trick is just do it when the boss is around!

[kipchik]

I worked for a large store as a cashier,when the items went through the till,we're talking pc's etc,i had to 'persuade' the customer to buy discs if they didn't want them then,in their words,'give them to them anyway cos they're only freebies anyway',did i try to sell them?Did i hell,places like this are so common and care nowt for the customer,only their profits,with me on the till they lost a few quid but my mind is clear!

[buildersmate]

I'm afraid the company is within its rights to ask you to respond to customers in a particular way. Perhaps to do with consistency of message.

[Jules001]

just to put another angle on this, my elderly mum recently went to a DIY superstore and was asked at the checkout do you have a storecard my mum thought the cashier was asking about a reward card and she said she had one but it was old so the cashier gave my mum a form which my mum filled in and sent off only to receive a proper store card/credit card with a credit limit of �1000. I told my mum to cut it up and not use it, but feel that it wasn't really explained what she was applying for or maybe I just shouldn't let her out on her own ;)