Customer complaint

buckle

Worked over 2 years in retail as a supervisor.

I was breathing into my finger, using the hot air to increase traction so I'm able to open a bag to pack things for a customer. The customer yells at me saying he's allergic to saliva and it's really unhygienic. I explained I wasn't spitting and just breathing air. There's no saliva on the bag. He glares at me and says he doesn't care, just do as he says. I took longer to open plastic bags but it was done. At the end of the transaction I asked if he would like a receipt, twice. He ignores me and walks towards the door. Then he walks back and demands why I haven't given him a receipt. I explained I asked twice and he didn't say anything so I thought he didn't want a receipt. He starts yelling everyone wants a receipt and demands to see the manager. It's our store policy to ask customers if they want a receipt because we're going green, and only print the receipt if they say yes.

My manager told me later on this customer plans to put this complaint into writing.

I'm not sure if anything will happen. Anyone able to tell me if I should expect this complaint to be held or dropped?

specialboy

Is there any CCTV covering you whie you work? We're there any witnesses to the incident?

buckle

specialboy wrote: »

Is there any CCTV covering you whie you work? We're there any witnesses to the incident?

There is CCTV but it doesn't record audio. No witnesses. Manager only came after I ran the bell because customer wanted to complain. I think I was polite to this customer. I don't agree breathing to my finger transmit saliva but if a customer request me not to do that I'd oblige. I did politely ask twice if he wanted the receipt but he just ignored me and didn't respond even when I said bye. My manager supports me but I'm not sure what will happen after the customer writes to our head office.

Podge52

To easily open a carrier bag pull the handles apart and the inner creases pop out of the top giving you something to get hold of.

buckle

Podge52 wrote: »

To easily open a carrier bag pull the handles apart and the inner creases pop out of the top giving you something to get hold of.

Tried that already. There are creases designed on the bag but it doesn't help. If there's not enough heat in my fingers my fingers just slide against the plastic. Not every retailer's carrier bag is the same.

Podge52

buckle wrote: »

Tried that already. There are creases designed on the bag but it doesn't help. If there's not enough heat in my fingers my fingers just slide against the plastic. Not every retailer's carrier bag is the same.

I meant this.

http://www.youtube.com/watch?v=lZrC3OUZ3i0

surreysaver

Just print a receipt unless the customer expressly says they don't want one when you ask. No doubt your company would refuse a refund on defective goods if the customer didn't have a receipt, even though the company refuses to automatically produce them. Printing an extra receipt is hardly going to cause the World to explode.

agrinnall

surreysaver wrote: »

Just print a receipt unless the customer expressly says they don't want one when you ask.

But then the OP could fall foul of company policy, damned if you do, damned if you don't. Sounds to me like the sort of customer who likes to be stroppy and will pick on anything to show it. I don't think you've done anything wrong and hopefully your management will back up you; if they won't then that shows you what they are like and you should think about your future there.

And what the hell is "allergic to saliva", is he dissolving from the inside because of his own saliva?

FBaby

Is there a policy on how to open bags?! If not, or there is one that doesn't stipulate that you can't link your finger to open it (if this is what the customer is going to claim), then they can't hold it against you.

It then comes down to politeness. He will probably say you were rude, you say you were not. Any witnesses?

shortcrust

When you work in a customer facing role you will likely get a complaint sooner or later. It's important to remember that they're often not really about you or the service you gave. Some people are just a bit crazy! You haven't done anything wrong so try not to worry. Stay calm and just put your side of events when called upon to do so.

dori2o

My wife works in a shop and she has a sponge type thing she has on the till which she dampens everyday, she then rubs her fingers on this when she needs a bag. It's the same as licking your forefinger and thumb as many people do to open bags, flick pages of a book etc.

As for the complaint, don't worry about it. It's his word against yours, the employer has no proof as there is no audible recording.

He said he's allergic to saliva, you accepted that and gave him a different bag. You offerred a receipt and he walked away.

Based on your version of events I'd say you acted in a professional manner under difficult circumstances.