Quote:
Originally Posted by taustin
According to your account, the customer got loud first (and immediately), then, in your words, "got agitated" and questioned the late fee. That is asking for it to be waived. Had I been the manager in charge, that kind of behavior is a real warning sign that the customer is trying to pull a fast one of some kind. (However, if this was Sweden, which you imply, the cultural differences may account for the different perceptions. Certainly customer service standards are quite different in Europe, from what I've read in trade rags.)
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IT DOESN"T MATTER. Even if the customer
was "trying to pull a fast one," so what? The clerk should not have retaliated by being obnoxious and loud.
This is not to say that the clerk should have automatically accepted the story and waived the fee--though it probably would've been the simplest action. But there is no excuse for the clerk to yell at the customer. None.
Frankly, your supposition that the clerk may have been a manager only makes the situation worse. The higher you go up the ladder, the more cool-headed you should be. The clerk in the story acted unprofessionally and cost the store business. Yelling at a customer is wrong.
P.S. We were discussing Amazon in this thread. Amazon's greatest strength is probably its customer service. You have a problem with an Amazon purchase? Fine, send it back, no problem, no hassle. You call Amazon annoyed and angry, and the rep bends over backwards to fix your problem. I'm sure Amazon has plenty of people trying to "pull a fast one" and loses money on spurious returns (e.g., e-book returns), but the trade-off is the sterling reputation Amazon has for customer service, which translates into more customers and more sales.