Tesco misprice discussion area part 9

Constantine

Clasics wrote:

My God, if ever we found out exactly where you worked, Constantine....I'd be prepared to travel

I dread that day ever happening :eek:

I was not trying to be boastful, just trying to give a bit of perspective.

ben500

Constantine wrote:

I would suggest that it is because outside of these threads, r and r plays only a small part of the overall customer service experience. Congestion, for example, is part of the Mystery shop, as is availability. Both KPI's that affect a far higher percentage of customers.

Out of 22,000 customers last week, 2 recieved an r & r in my store.

Tell me something has your approach to r&r seekers softened or hardened as a result of this thread? Do you view such people as potential fellow members?

Clasics

Constantine wrote:

I dread that day ever happening :eek:

I was not trying to be boastful, just trying to give a bit of perspective.

I certainly didn't see it as a boast - more a challenge

ben500

Clasics wrote:

I certainly didn't see it as a boast - more a challenge

He's not daft, he's seen the documentaries on tv when the locust land :rotfl:

bylromarha

Was getting a few bits on the way home tonight. V late, all tired...cashier didn't charge me for an item. Was walking past CS desk as I was checking hte receipt and saw there was no queue, so went and asked them to charge me for it...the staff and I are on v friendly terms now so thought I may as well point out I'm an honest kind of chapess.

They had a 10 second discussion, told me it was like an overcharge as the cashier made a mistake, and just waved me away and told me to keep it.

Salves my conscience as I'm not stealing the item + gives me integrity at CS desk.

benedictadams

bylromarha wrote:

Was getting a few bits on the way home tonight. V late, all tired...cashier didn't charge me for an item. Was walking past CS desk as I was checking hte receipt and saw there was no queue, so went and asked them to charge me for it...the staff and I are on v friendly terms now so thought I may as well point out I'm an honest kind of chapess.

They had a 10 second discussion, told me it was like an overcharge as the cashier made a mistake, and just waved me away and told me to keep it.

Salves my conscience as I'm not stealing the item + gives me integrity at CS desk.

I thought i was the only person who reminded shops that they hadn't charged me for an item

But I am always checking my receipt to ensure that they haven't overcharged me either (has only happened twice this year, once in the Co-op when the cashier had to enter a reduced price and typed it in wrong, and today in the post office when they attemptd to overcharge me for a cd and then fogot to take off the overcharge at the end :mad: )

MyUserNamesTaken

bylromarha wrote:

Was getting a few bits on the way home tonight. V late, all tired...cashier didn't charge me for an item. Was walking past CS desk as I was checking hte receipt and saw there was no queue, so went and asked them to charge me for it...the staff and I are on v friendly terms now so thought I may as well point out I'm an honest kind of chapess.

They had a 10 second discussion, told me it was like an overcharge as the cashier made a mistake, and just waved me away and told me to keep it.

Salves my conscience as I'm not stealing the item + gives me integrity at CS desk.

I had the same today. I was undercharged. I went to CS to give them the extra. They waved me away saying "If that's what it scans at, then you can have it at that price". Thought I'd make the effort, though.

kellywelly_2

But surely employees should be fully versed on all aspects of thier duties. This will of course include knowledge of stock and availability, right down to how a disabled member of the public can gain access to all departments of the store.
But knowing and implementing the returns policy is very high on the list
Also I would still question the bullying tactics that some have reported here, I recall reading somewhere that people have been accused of all sorts and called liars etc in full view of other members of the public.
I would advise all members of staff to tread very carefully when employing tactics like this as they could be holding themselves open to charges of defamation as well as slander!

redcar_2

Although this isn't from experience as I've not had an R&R task on a mystery shop I guess the main problem is that the mystery shopper has to be covert. To have an R&R 'set-up' for the 'shopper' at least some of the staff would have to collude by leaving out a wrong SEL or similar. Then these staff would need to make sure only the mystery shopper bought the item, as otherwise they would be deliberately ripping off innocent shoppers by leaving up incorrect prices (which we obviously know they don't do once alerted to a misprice ). Just sounds way too complicated to me and too risk prone for the store. What I was wondering though is what would happen if 'inadvertantly' an R&R situation happened to a mystery shopper... However now Constantine has highlighted how rare they can be I don't think I'll be drawing attention to myself on a job by looking. Guessing also that Tescos are getting plenty of feedback on how these aren't handled well from MSE-ers alone.

On whether staff get the heads up for visits, no I don't think that could be possible. The time of the shop is determined by the mystery shopper within the window given (usually at least 6 hours) so even if managers are told the date of the shop, there is no way they would know when the shopper was coming.

Constantine do you know and are you able to tell us the rates of R&Rs generally in other stores - 1 in 11,000 customers seems very low. Do you think that is just the fantastically good price watching in your store or are your CSs trained like bulldogs not to give one? Just thinking that makes any R&R-er really conspicuous...

benedictadams

I have never been knowingly overcharged at any store that i have been to (apart from the exception of the one occassion mentioned in my last thread)

Am i lucky (or unlucky as i don't get a freebie) or am i a typical bloke who just goes in to the shop gets what he needs and doesn't hang about for more than 10 minutes in store

From earlier threads i know that Asda will do a two pound gift card if you find you are overcharged

what about the other stores

mainly

Sainsburys

Somerfield

and Co-Op in the Birmingham area (different societies might have different rules)- although Co-Op and Somerfield normal end up out of pocket from me as i get the 2 for 1 and the 2 for £x when they are reduced so i get stuff for virtually no-cost