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plugger147
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| wizzzard |
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wizzzard
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 Posted: 02:22 - 12 Sep 2009  Post subject: |
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I'd say massive no-no on many levels.
She could see it as being undermined a second time which would make her feel worse and he wouldn't be overly happy about her personal life ( you in this case ) overlapping into her work life.
He may have offered the refund as a way of clearing a busy shop of an idiot who could have damaged trade and at the same time alleviating the preassure on your partner. If this were the case he should still have vocally backed your wifes actions and then barred the customer though.
Professionally if anyone should bring his behaviour up it should be her and from your description of her she sounds more than capable.
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plugger147
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| iooi |
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iooi
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Posted: 09:11 - 12 Sep 2009  Post subject: |
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No way.......
What was the reason he gave for the refund ?
My biggest issue about your Mrs would be why the manager let the person start getting personal.
When giving the refund he should have made it very clear that he will not tolerate personal insults on his staff and that they are not welcome back in the shop.....
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| Skudd |
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Skudd
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Posted: 11:05 - 12 Sep 2009  Post subject: |
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She wasn't serving Hetzer was she? Sounds like it. 
No, your wife should deal the issue with her employer, but it does sound like your wife is strong enough and the boss was defusing the situation, but he should have gone back to your wife and explained his actions. I ounds like she has followed procedures and the boss has done what he is paid for.
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| wizzzard |
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wizzzard
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| Posted: 12:46 - 12 Sep 2009 Post subject: |
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Oh fuck now you've done it. You just called chuck Norris a girl 
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Skudd
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wizzzard
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| Posted: 14:08 - 12 Sep 2009 Post subject: |
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That will be his retracting penis. When in a combat situation it hides itself away inside his body so the big man has no vulnerable areas 
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plugger147
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| Posted: 14:32 - 12 Sep 2009 Post subject: |
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pmsl, it's close just give him a shave add a few pounds and loose the guns and your there. 
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st3v3
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| Wafer_Thin_Ham |
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Wafer_Thin_Ham
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Posted: 18:30 - 12 Sep 2009  Post subject: |
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I wouldn't......not your place to get involved.
Fuckwits are part and parcel of retail unfortunately.
I'm surprised she didn't refuse to serve said customer and just walk away. It's usually the best thing to do if they give you abuse. 
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Skudd
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| Posted: 18:35 - 12 Sep 2009 Post subject: |
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| st3v3 wrote: | | Skudd wrote: | She wasn't serving Hetzer was she? Sounds like it.
No, your wife should deal the issue with her employer, but it does sound like your wife is strong enough and the boss was defusing the situation, but he should have gone back to your wife and explained his actions. I ounds like she has followed procedures and the boss has done what he is paid for. |
Does it fuck. The 'boss' made his staff look like an incompetent fuckwit while giving a customer the satisfaction of getting one over said staff. Unless the customer was known outside work the the boss.... |
Have you ever dealt in conflict management? Thought not.
What the manager did was defuse the situation, he managed it, that's what managers do.
The boss can make decisions that the staff can not. Yes he gave the person a refund, but I bet it was only small change compared to the losses he could get from staff being off for stress, bad publicity, possible violence, etc. You need to look at the bigger picture.
We do not know if the manager had explained to the customer what the stores policy was and that on this occasion, for good will, the policy can be over ruled.
It is a win win situation, the customer thinks they have won, but the store have won by getting the customer out of the store and defusing the situation.
Hopefully the Boss will have explained this, but if he has not then when pressed he should do. In no way does it show any bad light on the assistant and should not be seen as such either.
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plugger147
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| st3v3 |
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st3v3
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| Posted: 22:58 - 16 Sep 2009 Post subject: |
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| Skudd wrote: |
Have you ever dealt in conflict management? Thought not.
What the manager did was defuse the situation, he managed it, that's what managers do.
The boss can make decisions that the staff can not. Yes he gave the person a refund, but I bet it was only small change compared to the losses he could get from staff being off for stress, bad publicity, possible violence, etc. You need to look at the bigger picture.
We do not know if the manager had explained to the customer what the stores policy was and that on this occasion, for good will, the policy can be over ruled.
It is a win win situation, the customer thinks they have won, but the store have won by getting the customer out of the store and defusing the situation.
Hopefully the Boss will have explained this, but if he has not then when pressed he should do. In no way does it show any bad light on the assistant and should not be seen as such either. |
I've worked in retail, I've dealt with customer disputes and had managers back me when customers are having a go. If I was working in a shop, and my manager got involved in a dispute and over-ruled me when it was vital they didn't (like making a stand on policy) then I would hang my uniform up when the customer left. I would not be underhandedly outspoken like that, you are there for a reason, that reason becomes ineffective when you can't trust ya boss to back you.
Bigger picture is all fine and well, but they are in the wrong then everyone will see that. Word of mouth is the strongest form of advertising available, if you are advertised as a branch that will take it laying down you will have them all in there taking the piss, but if you treat 1 twattish customer 'politely but firmly' then people will see they are a twat thus the bigger picture balance is restored.
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iooi
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plugger147
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Skudd
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| Posted: 10:31 - 17 Sep 2009 Post subject: |
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| st3v3 wrote: | lol:
I've worked in retail, I've dealt with customer disputes and had managers back me when customers are having a go. If I was working in a shop, and my manager got involved in a dispute and over-ruled me when it was vital they didn't (like making a stand on policy) then I would hang my uniform up when the customer left. I would not be underhandedly outspoken like that, you are there for a reason, that reason becomes ineffective when you can't trust ya boss to back you.
Bigger picture is all fine and well, but they are in the wrong then everyone will see that. Word of mouth is the strongest form of advertising available, if you are advertised as a branch that will take it laying down you will have them all in there taking the piss, but if you treat 1 twattish customer 'politely but firmly' then people will see they are a twat thus the bigger picture balance is restored. |
Most times managers will back the colleague up, but there are times when a policy needs to be over ruled and the manager needs to do this AND take the flack for doing so. Throwing your dummy out because you don't want your ego dented, lets face it that is what we are talking here, is utter crap. The calling the manager for all further refunds is spitting the dummy out too, again compromises are brought by the apology, the manager could if they wanted to follow rules and regs, pull the employee for not doing thier job if they start the work to rule crap af calling a manager for all refunds.
The best idea is to do your job to the best of your ability, if things are above and beyond you, then call the manager and let them do thier job. Keep the egos out of it, as that is all that has been dented.
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plugger147
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iooi
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Clanger
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| Posted: 21:06 - 20 Sep 2009 Post subject: |
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Best leave it be.
I have had a customer be extremely rude to me, and the manager at the time - had it out with him and his wife in the shop, and said that we would no longer serve them.
One letter from the couple to the big boss, there was an apology from the boss, and these people are free to come back in the shop, and I have to continue serving them!!! Though not with a smile. 
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st3v3
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| Posted: 21:32 - 20 Sep 2009 Post subject: |
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| Skudd wrote: | | st3v3 wrote: | lol:
I've worked in retail, I've dealt with customer disputes and had managers back me when customers are having a go. If I was working in a shop, and my manager got involved in a dispute and over-ruled me when it was vital they didn't (like making a stand on policy) then I would hang my uniform up when the customer left. I would not be underhandedly outspoken like that, you are there for a reason, that reason becomes ineffective when you can't trust ya boss to back you.
Bigger picture is all fine and well, but they are in the wrong then everyone will see that. Word of mouth is the strongest form of advertising available, if you are advertised as a branch that will take it laying down you will have them all in there taking the piss, but if you treat 1 twattish customer 'politely but firmly' then people will see they are a twat thus the bigger picture balance is restored. |
Most times managers will back the colleague up, but there are times when a policy needs to be over ruled and the manager needs to do this AND take the flack for doing so. Throwing your dummy out because you don't want your ego dented, lets face it that is what we are talking here, is utter crap. The calling the manager for all further refunds is spitting the dummy out too, again compromises are brought by the apology, the manager could if they wanted to follow rules and regs, pull the employee for not doing thier job if they start the work to rule crap af calling a manager for all refunds.
The best idea is to do your job to the best of your ability, if things are above and beyond you, then call the manager and let them do thier job. Keep the egos out of it, as that is all that has been dented. |
It's all about ego, taking that point out of the equation makes for a redundant scenario.
It's retail, it's about how a shop and shop front looks. If they look like a set of incompetent twats they will be regarded and treated as such.
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Skudd
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st3v3
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| Posted: 23:14 - 20 Sep 2009 Post subject: |
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Skudd
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Old Thread Alert!
The last post was made 16 years, 356 days ago. Instead of replying here, would creating a new thread be more useful? |
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