A question about customer service

@SomeCowgirl (32273)
United States
July 30, 2010 1:15am CST
I have been a cashier and waitress before. There are times I didn't know the answer to a customer's question and I would say "I do not know I am sorry" and then I would try to figure out who might know, or I wouldn't if it was one of my "leave me the heck alone days". Sometimes it would seem as if the customer thought me to be dumb, like I was supposed to know every thing about the store. In any case, I've also been a customer of course, and I know that I have been the one to think an employee should know everything about the store. Do you think an employee of a grocery store, should know where everything is and be able to tell you exactly? Especially if they are a cashier?
1 person likes this
11 responses
@Lakota12 (42794)
• United States
30 Jul 10
Some do but the stocker would know more of where things are
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@SomeCowgirl (32273)
• United States
6 Aug 10
Exactly as they stock things all the time, and they are also involved with the rearranging of things. I know the grocery store I worked at it seemed they were always changing aisles around.
@Lakota12 (42794)
• United States
6 Aug 10
yup they have changed our ilse around in the grocery store we go to I got mad for we did know where to go and didnt take long as i hate shopping. now we are sort of getting use to the ne places.
@jaiho2009 (39084)
• Philippines
30 Jul 10
Hello Cowgirl, I don't think the cashier needs to know all about the grocery items where those things being placed. There were assigned people like the promo girl/boy who knows better where are those things being placed at grocery stores. I approach those people (promo's). Maybe with small grocery store,like mini grocery along the corner,i guess the cashier can memorize the details since the place is not big compared to grocery stores (bigger ones) Have a wonderful weekend ahead
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@SomeCowgirl (32273)
• United States
30 Jul 10
When I worked at one grocery store I was sort of supposed to know where everything was, or it helped when I put back returns etc. Now I used to also work at a small dollar store, and I could pretty much tell you where things were there.
• India
30 Jul 10
i think little knowledge abut those item u must have but even though if u face problem then u must ask for other worker yes u are right see if someone spending even a single coin for call he/she will expect for right answer
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@SomeCowgirl (32273)
• United States
6 Aug 10
I can understand expecting an employee to have basic knowledge of the layout of the store, but to go so far as to know where every little thing is is wrong. I mean knowing that usually pasta is on aisle 3 but then giving the wrong aisle because it was either moved, or the pasta is organize that they are looking for and so in the organic isle... Well here I am blabbing and lost my point...
• India
30 Jul 10
I guess you should know where all items in the store, you work in, are. But if its a large store then it might be impossible for one person to know them all. Guess you could keep a fixed position for every item and note it down on paper to save you some trouble.
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@SomeCowgirl (32273)
• United States
30 Jul 10
I don't work anywhere right now, however when it comes to a grocery store atleast, the places things are at change a few times a year it seems.
@dawnald (84124)
• Shingle Springs, California
9 Aug 10
I think that if you don't know, you should be able to say so, but then you should find out for the person or send them to a person who does know. I don't think just saying that you don't know is good enough customer service. Even if it is a "leave me the heck alone day". lol
@ptower76 (1619)
• United States
31 Jul 10
I don't think that a worker at a store needs to know where everything is at if they are not mahaging especially cashiers who's main job is to deal with the money. Of course a store with a knowledgable and helpful staff is always more attractive to the customer. I go in a store and if no one can help me find what i need, i won't be visiting that store very much. Customers can sense the desire to help in employees so if an employee turns them away, of course they will not ask the employee again. As a store owner, i would want my employees to become familiar with what I sell and where to find it. I don't know if i would keep an employee on if the employee does not want to help the customer. After all, the customer pays all our salaries.
@ANIME123 (2473)
• United States
30 Jul 10
Yup employees should know everything about the store to help them out. I wish I had a job I would treat customers ever so nicely because I don't like being rude and I never am. Still when I apply to a store I pretty much know where everything is at because I have visted that place plenty of times. Someone actually mistakened me for an employee before and I told them that I was not one and they were like oh. Still then I told them even though I'm not employee if your looking for something I can help point you in that direction and then she got happy again and she asked me where the baby clothes were at and I happly told her were they were at. Your lucky to have been a cashier and a waitree I would love a job like that so I can help people out with their questions. Still if you feel like you don't know everything about the store maybe you should study up a bit to answer customers questions with more ease so that you won't feel that the customer thinks that you are dumb.
@tweetbird (161)
• United States
30 Jul 10
Yes, I think you should know everything about the store if you're paid $20/hr instead of $7.50. Otherwise, no. If the store is owned by your family, then yes, because eventually, you will end up being the owner so it would be great to know everything about the business. If your job description is "cashier" you should know everything there is to know about making change. If your job description is "manager" then you should know everything there is to know about managing the store and employees, including scheduling, vendors, store products and where everything is. If your job description is "owner" then you should know everything about the business and the store or hire someone competent who does.
@ahslack (487)
• Singapore
30 Jul 10
For me,i work as a promoter in a particular staff,i am not the staff of the store,just a promoter that got allocated to the store from the company.But customer see me as a staff of the store.There's one time a lady was finding something and ask me for the location for it,as i am not selling the thing she is looking for and i am also new to the place,i told her that i am not sure about the location of the item she is looking her.And then she just say something like i am the staff and i should know everything here.And what can i do,i just kept quiet and only thing i can do was to smile back. For your questions,i think in a grocery store,it's okay for employee to not know everything in the grocery store,as the grocery store is very big,and what the employee can do is to ask another collegue.
@voldrox (7205)
• India
30 Jul 10
No, i don't expect them to know everything, it's natural. But yeah, if it's something important, which they are supposed to know, then i would say they are careless.
@skkalra (967)
• India
30 Jul 10
Yes...I agree if you are asked to deal customers at any store, ( or something like that )...you should be knowing not only most of the things related to that store but sometimes unrelated too.. In case you are not able to answer the query at once, it becomes your responsbility to get the satsfactory reply somehow..or if that is not very important at that time ..you may like to answer that later by telephone or mail or so.. This is required to keep the repo of the store uptodate.. Well, but at the same time if you were a cashier..Not directly responsible to handle querries...You need not know all the matters of the store ..but you MUST be able to divert the query to right person..and satisfy the customer.. In todays era,,I feel the customer satisfaction is best to win the customer and make him / her loyal to the store for long realtionship.. Good luck n good wishes..