Top Tips for Speedy Customer Service

One of the more stressful jobs in any store could quite possibly be customer service. In many ways, the person running the counter there is a representative of the store- just like the clerk. However, just as with standing in line to check out, there are also some tips to make the customer service experience wonderful for both parties involved. Below are some tips based on experience that I feel are quite beneficial to those who may have to encounter returning an item soon (since Christmas IS coming).

1) ALWAYS have your receipt

You may be one hundred percent certain that an item fits you perfectly only to turn around a few days later and think otherwise. Returning to the store to exchange or get a refund is supposed to be a pleasant, fast experience for all. No matter how certain you are of an item, always keep the receipt. By keeping it, I mean handily in a wallet or handbag where you can pull it out and have it when required. This doesn't mean, mind you, to crumple it up to a small ball and stuff it in a pocket so that reading the numbers on the paper can be either scanned or typed in manually without contorting your face to try to figure out if something is a T or an I.

Why should you keep your receipt? I can't speak for every store in the world, but, the ones I've worked in (and currently do) have a policy in regards to refunds. Receipts can honor the items for the prices listed. If you have no receipt, we have no proof of how much you paid for it. Was it on sale? Clearance? We have no way to know, so when we scan the barcode on the item, we're given the current price. If you paid $99 for something and we scan it without a receipt, it may ring up $79 and there's nothing we can reallly do for you. It's a downer, yes, but we can't verify what price you paid for an item.

If you truly need another reason to hold onto this otherwise worthless piece of paper, consider that having it means you're in and out - pending no problem with the scanning or other unintentional misfortunes. Sometimes, stores only have 2 managers on call at any given time. This means if both are occupied away from the front (and let me tell you they generally are nowhere near a service desk) you have an indefinite wait period for a manager to come up front to give the customer service computer the override needed in order to complete the transaction. We don't want customers to wait around forever in order to return one or two items and we feel the customer doesn't desire to wait around long either.

Adding onto that, regular returns with receipts don't require identification. Some stores do require it when you lack proof of purchase. This means you may have to sign something to verify you returned an item and it also means you will definitely have to wait until management comes to override the system (or approve of the return).

2) Returns Only means just that

We understand completely that we appear to be doing nothing up behind the counter and you want out with your two or three items fast and the person in front of you has enough food to feed a small army. However impatient you may be, when the sign above us or on our registers reads: Refunds Only that is what it means. We are not a ten items or less checkout system for those in a hurry. Also, we are not the ones responsible for who is on checkouts nor are we the reason there is only one or two clerks on at any given time.

We can only take so much of a snotty "we're better than you" attitude from a customer. Just because you've had a bad day or are in a hurry or didn't even consider the time it may take on a busy day to get what you need and get out - it's not our fault. Don't take it out on us or cop an attitude because we say, "I'm sorry, this is for returns or exchanges only." However, if you ARE returning something and wish to purchase other items at the same time you're returning, we can do that. Because you're using your returned money against the other order.

3) Long Lines Happen

Now, when we have only one person on customer service (ie: almost all the time at some stores) lines can form and believe me fully when I say that the person behind the desk is trying their hardest to get the line taken care of as soon as possible. Especially around Christmas, as a prime example. Some places just don't have the manpower or the budget to have more than one person on a station. While we may hate it, we have to deal with it. However, what most customers don't understand is that if they need to return an item they either have to deal with it, too, or else come back another time. I don't mean to sound harsh, but, it's true.

The best we can do is take and open a community register. Some stores have one just in case there's a rush suddenly and we need a person to come on another register immediately. Instead of having to get money, open the drawer and sign on, all the fuss is already done and all the operator needs to do is hop on. We can not command people to get on registers, nor are we authorized to tell others to get on register. The only thing we can do is call for more help on registers and hope that there's one or two people available.

However inconvenient this may be, you do not, as a customer, have any right whatsoever to act like a troll and scream, throw fits and use crude language at workers trying to help you out. (I've seen this happen, it's pretty nasty) Doing so can cause you to be not welcome to the store anymore and I, as well as you, probably don't want that, regardless if it is your first time in the store or you are considered a regular.

4) Inventory is not always our specialty

While some stores have only a limited amount of items and knowledge of every item is possible, in huge chain stores (such as K-Mart, for example) it's virtually impossible for every employee to know what is in stock and how many items we have left. Most of the time, we aren't made aware of anything except for recalled items. This means if you call or stop in and ask about an item, we can't just instantly look it up on our computers, tick away and get you an answer. You just may have to be placed on hold and forwarded to the proper department to assist you.

Whatever you do, do not get hostile at the service person because they don't know everything. We can only do as much as we have information for and we understand sometimes that irritates you. It also upsets us because we are there to assist the customer and it appears to some like we shouldn't be up there. Even managers may not know if something is in stock. The best we can ever do is find someone in the department to check out in the back to see if there are any extras out there that may have not been stocked yet.

5) We are not your punching dummies

This is the one that can chase people off of the job and sometimes set people off so much they end up in tears. We may not always be able to help you as you fully expect to be helped but that does not mean you can berate, belittle and end up treating the service desk person like a punching dummy. Customer Service expects to be treated professionally, as they should treat the customer. This means if we ask for your ID because of any number of reasons we may need to see it, you should never throw insults or act infantile. We only do what the computers ask us to, meaning on occasion we may need verification of who you are to make sure your identity is not being used falsely. It isn't being nosey and it isn't for any illegal reason.

We understand you have bad days and naturally, so do we. However, we can not act out against you and it's rather rude to feel that you can act out against us and treat us however you feel we deserve. This includes calling us names or scowling angrily like everything is the CS person's fault. It isn't in all instances. We, like clerks, have no say on what prices ring up as and we can't always adjust them without managerial overrides. Remember this next time you feel rushed or get angry at a person in Customer Service. While we aren't always flawless, sometimes things just aren't our fault.