Customer is always right!
By Bhem
@JustBhem (70555)
Davao, Philippines
September 5, 2017 8:38am CST
I worked as a Cashier in one of the largest Super Market in the Philippines a long time ago. It was my first time working as a Cashier so I really don't know how to deal with a customer in front of you.
One time, one of my friend also a Cashier who place beside my post experienced a humiliating instance in one of her customers. The customer was in a hurry and was using a credit card but she forgot to bring her ID and the policy is, if you are using a credit card in every store you must submit your ID for the verification.
My friend explained to the customer that in order for her to proceed she needs to check her ID. But the customer keeps insisting that it's okay and that she is the real owner of the credit card. The customer already yelling because she is in a hurry but couldn't go because of the items she purchased. The commotion went ballistic, the customer throws all the items she had to my friend. And keep insisting that customer is always right.
It was a sad experience for her because of that instances. My friend was suspended for 3 days, and the customer? We didn't know what happens after as the management doesn't want us to know about that.
What do you think?
8 people like this
12 responses
@hereandthere (45651)
• Philippines
5 Sep 17
i'm guessing presenting the ID is to make sure/double check it wasn't stolen/fraudulent purchase. the company laid down that rule and she was following it, so why was she suspended and lost 3 days' worth of salary? it was the customer that was unreasonable and rude. and why wasn't there any supervisor around while it was happening?
3 people like this
@hereandthere (45651)
• Philippines
5 Sep 17
@JustBhem that should be part of training. they should orient employees on how to handle such situations.
2 people like this
@JustBhem (70555)
• Davao, Philippines
5 Sep 17
The supervisor came after the customer throws the items to the cashier.
The reason for her suspension is that the cashier should have called the supervisor before the client insisted about her ID. And the cashier's reason is the customer is already yelling and she cannot concentrate anymore because a lot of people are already flocking the place and watching them.
I should say, the management was not fair.
It happened in SM Megamall.
2 people like this
@JustBhem (70555)
• Davao, Philippines
5 Sep 17
@hereandthere
We trained for that but as a newbie, we followed the policy. And I can't blame her, I would do what's need to do but if the customer insisted she left it I'll probably let it pass or call my supervisor so that they will be the one to handle it and attend to other customers.
2 people like this
@fishtiger58 (29823)
• Momence, Illinois
5 Sep 17
That's what they say in the retail world that the customer is always right. But your friend was following store policy she shouldn't have been suspended for that. That customer was wrong.
2 people like this
@fishtiger58 (29823)
• Momence, Illinois
5 Sep 17
@JustBhem there are lots of people out there that like to cause trouble for others.
1 person likes this
@JustBhem (70555)
• Davao, Philippines
5 Sep 17
@fishtiger58
Yes, and I still don't know why? I don't understand the thought why you need to humiliate people when you know you are the one who does it wrong.
1 person likes this
@sumofalltears (3988)
• United States
6 Sep 17
If your friend was following store policy she should not have been suspended. When I worked as a cashier and a customer had a problem and would not listen to me, I called management to take care of it. Management can issue refunds or state store policy more forcefully.
1 person likes this
@sumofalltears (3988)
• United States
6 Sep 17
@JustBhem Wow tough supervisors. I would have appealed that, but I am prone to fight for what I think is right.
1 person likes this
@TiarasOceanView (70035)
• United States
5 Sep 17
Oh dear your poor co worker..that is terrible, it was not her fault.
2 people like this
@Happy2BeMe (99399)
• Canada
5 Sep 17
Your friend should never have been suspended for following the stores policy. The customer should have been banned from the store for her rude behaviour.
2 people like this
@Happy2BeMe (99399)
• Canada
6 Sep 17
@JustBhem that is ridiculous, she handled it well.
1 person likes this
@JustBhem (70555)
• Davao, Philippines
6 Sep 17
@Happy2BeMe
Yes, I believe she handles it well but the customer is rude.
1 person likes this
@JustBhem (70555)
• Davao, Philippines
6 Sep 17
She was suspended for 3 days because she did not call the Supervisor right away when the customer insisted she doesn't have ID to verify her credit card. It's the job for the Supervisor to settle the issue if the customer really insisted.
My friend explained that she was nervous that time and the customer was yelling already that is why calling the Supervisor was too late.
@mildredtabitha (16053)
• Nairobi, Kenya
6 Sep 17
The management was unfair and I guess they did it to prevent the customer from creating a bad image to the company. Some customers might be wrong and if you pretend to punish the cashier infront of their eyes, the customer will be convinced that they are right and so they will not create any bad image by gossiping after they leave.
1 person likes this
@CodenameFStop (99)
• United States
5 Sep 17
Having worked in retail during my time in school, I understand the situation your friend went through very well. It's a shame that she was suspended for 3 days despite following company policy. I don't think that that was right at all.
During my time in management at a retail store here in the U.S., I learned very quickly that if a customer yells loud enough and at the right people, they'll eventually get what they want. By then, it's not so much about the customer being right, but rather trying to get the screaming person out of the store so that they don't ruin the shopping experience of anyone else shopping there.
1 person likes this
@JustBhem (70555)
• Davao, Philippines
5 Sep 17
So that is why the customer yells so loudly so that she can have what she wants. But eventually, the cashier still steer her to have her ID.
I'm thinking now, what if it happens to me or it was me. I'll probably let it pass or ask our Supervisor for the issue so that I can serve another. But my friend is kind to follow the policy.
