milee
Senior Associate
Joined: Jan 17, 2012 13:20:00 GMT -5
Posts: 12,344
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Post by milee on Sept 6, 2012 21:05:10 GMT -5
Cawiau, I'm sure you and your manager will determine the correct way to handle the incident as far as company procedure. No customer should be dictating the process or procedure a company uses for personnel matters. IMHO, from what you've described, the customer is not out of line to make a complaint to the management, but is out of line to demand a certain action be taken to address the complaint.
Do consider, though, that it might be appropriate to consider if interacting with customers is the right fit for that particular employee. If this was an isolated incident and you believe she can be taught how to interact with customers in a reasonable way, then more power to you. On the other hand, unless this complaining woman was just crazy (and that's possible, every business gets them) you have to wonder if there aren't more upset customers out there who just haven't taken the time or otherwise feel awkward complaining.
For example, in our area, there's a grocery store that is more expensive than the other stores but is known for having very clean stores, high quality meats and produce and fantastic customer service. The one closest to me has always employed individuals with special needs to be grocery baggers. Most of the time, it works well for everyone, but there is this one woman who is just awful to deal with. She is rough with the bagging, which damages the expensive produce, and is always a nasty, scowling mess to the customers. Even worse, this store emphasizes that having a bagger walk your groceries out and load them into your car as part of their service, so if you get this woman, it's a long interaction with her because unless you physically wrestle the cart from her she's going to be accompanying you to the car, scowling and being rude all the way. It's really unpleasant and completely the opposite of everything this store stands for. I haven't said anything because frankly, I'd feel like a jerk complaining about the mentally challenged bagger's service, but it does mean that on days I don't feel like dealing with that or know there aren't going to be other lanes open, I go somewhere else to avoid the mess. Now I know grocery stores do huge volume, so even though I buy expensive stuff that store probably doesn't even notice I'm gone, but I'm guessing I'm not the only one who feels that way. Plenty of other grocery stores within a mile radius. If I were a manager, I wouldn't want to lose business over this, so I'd keep an eye on it.
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Deleted
Joined: May 18, 2024 18:33:36 GMT -5
Posts: 0
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Post by Deleted on Sept 7, 2012 2:47:38 GMT -5
Just call the customer and tell her as soon as she provides proof that the child in question is in fact not expecting a baby, that you will be happy to discipline the developmentally disabled employee
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