Customers Taking it out on Sales Assistants

p1 ama on 23/06/2013 - 11:39

I was recently at a semi-large retailer where a customer wanted to return a product which the sales assistant said could not be returned because it had been opened and used. The sales assistant said that the customer should contact head office if they wanted to discuss it further because it wasn't within their power to do anything. There was obviously more to this discussion, but I wasn't there for the whole duration. It's also not a one off as I've seen it occur quite often.

I'm sure that someone here has gotten into an argument with a sales assistant before. I'm curious as to why, as customers, we take it out on sales assistants who are pretty much just following store policy and saying what they've been told to say?

General Discussion

Comments

  • tonka on 23/06/2013 - 11:55
    +3

    Depends on the circumstances. I've had 'discussions' with sales assistants who begin the conversation stubborn, claim they have no authority but refuse to escalate to manager.
    There are also those who are rude to anyone looking for after sales service, ie roll eyes when you ask for something or call you difficult or a time waster.
    You can usually tell the difference between those who have chosen to 'stonewall you' and those who are genuinely a dead end and can't help.

    It does usually take 2 people for an argument. Is it more bullying that you are referring to?

  • p1 ama on 23/06/2013 - 12:02
    +2

    Well, I do have a lot of friends in retail who say that they come across aggressive or over-demanding customers fairly regularly.

    I agree with you though, there is a difference between those who are just lazy and those who are actually at a genuine dead end, though.

    Well, it's not so much bullying, but I've seen some customers who are very insistent on getting their way and who haven't taken into consideration that the sales assistant they are talking to is probably a student working as a casual to make some pocket money, rather than somebody with the authority to do much.

    Sometimes the option of getting in a manager isn't possible, especially at smaller stores.

    • KBZ on 23/06/2013 - 13:23
      +3

      Just cause the sales assistant is a student doing this for pocket money, supposed to change what his responsibilities are as a sales assistant? I don't disagree that sales assistants probably don't have as much power, but to put in a stupid reason that they are a student doing it for pocket money a legitimate reason is stupid.

  • leonheart1 on 23/06/2013 - 12:07

    Which store was this? JB Hifi by any chance?

  • Cyberon on 23/06/2013 - 12:12

    Why do they take it out on store assistants?
    Whilst I'm sure that there are those who are genuinely trying to help, there's a large number that couldn't care less. No wonder B&M stores are struggling. You get the odd 'princesses' who are more interested in their Iphones and giving expressionless responses, than providing service.

    They are the ones who deserve to cop it.

  • sraymond on 23/06/2013 - 12:31
    +1

    There are some cases where the sales assistant has the wrong information regarding refunds/returns and needs to be educated. Either by the customer or management when the customers insists they call them. This was definitely the case a lot of times for me with the scanning policy at supermarkets. Some refused to believe you should get an item for free and behaved like it was their money. Apart from taking them to the policy sticker on the wall and banging their head on it, the only way to get what you deserved was to argue and then finally insist they call the manager.

  • Ughhh on 23/06/2013 - 16:05

    This is an interesting and entertaining read - Customers from Hell http://forums.vogue.com.au/showthread.php?t=371483

  • YTW on 23/06/2013 - 17:23
    +11

    I've worked in retail (an overseas upmarket department store in the fashion accessories section) and there are different kinds of rude customers. We got a lot of them as our customer service was a big selling point so a lot of people abused it.

    Some are frustrated and are annoyed that they've been let down by the product and feel that they should be compensated more than just by replacement or repair (believe it or not we actually had a code on the till for 'goodwill' for all the grannies that would demand their bus fare back for having to come in to complain).

    Some have a ridiculous sense of entitlement (I had one a##hole shouting at me for refusing to give him a full refund on a 3 year old bag that had been drawn all over by his kid with a biro because the strap was coming away - we'd kindly offered a professional repair even though he didn't even have the receipt).

    Some know that the more they yell and demand, the more likely it is they'll get more. Some people are just power-hungry pricks with low self esteem, so they need to attempt to make themselves feel superior to someone.

    Things I learnt…if you see a man striding purposefully up to the counter with a package…run, leave the casual teenager to handle him….his wife has sent him in with some ridiculous return. Guaranteed there will be no receipt and food stains all over the evening bag that "doesn't match". He'll be hung over from the big event they were at the night before so will be in no mood to hear a 'no'.

    STAY AWAY FROM THE LADIES IN BEIGE…oh my god…any woman dressed from head to toe in beige is a force to be reckoned with and scary as all heck. I think the beige is a disguise so they can take people by surprise.

    Then there are the nice, reasonable and happy customers…I always tried to help them more when they needed a repair, replacement etc. If they were going to be nice to me then I was sure as heck going to be nice to them!

    Oh and with regards to 'speaking to the manager'. We used to take turns being 'the manager' on a Saturday. We had one manager for the entire department and half of a floor in a VERY busy department store in a major city. We were simply not allowed to go and get the manger every time a customer demanded it - she simply couldn't be everywhere at once. Some people just stonewall at that and will just keep insisting on 'speaking to the manger' without even trying to discuss and issue with you. So we'd all wear our usual shirts/pants and make sure one of us had a jacket on. They would be 'the manager'. Worked a treat. Customer was happy. Real manager was happy. We were happy.

    • kwaker on 24/06/2013 - 05:15
      +2

      Unlike you most people start off being unhelpfull until the customers get assertive. I see it all the time im really chatty and nice but can turn into the hulk if you mess with me.

      I went to the good guys got an electric blanket for my arthritic dog which i made clear when purchaseing. it broke in 2 days. Girl was condescending and spoke to her colleague in close proximity to me attacking me because it shouldn't be for dog and it had a couple fur on it (I had covered it but a couple furs inevitable. Its not like it was resellable used and broken anyway.)

      I did the same rght back to her and said to my friend it doesn't say its not for dogs and under the law im entitled to repair or refund so if she doesn't refund me she can repair it see how she likes that.

      She said she cant refund with fur I told her its not my fault it broke so repair it. She mumbled and refunded me. I didn't get aggressive.

      According to fair trading businesses are required to escalate complaints to at least one level of management when requested and they did reference the law but I cant remember which act or if its still applicable.

      Pretending to be a manager could get you in trouble from your employer if something goes wrong generally speaking but you know you specific employer.

      • cwongtech on 24/06/2013 - 13:18

        Then there are the nice, reasonable and happy customers…I always tried to help them more when they needed a repair, replacement etc. If they were going to be nice to me then I was sure as heck going to be nice to them!

        Yep, when customers are genuinely nice and happy, we reply in kind. More than happy to help, brightens up your day if a customer isn't all fussy, and open to what you say.

        Then you have the customers that already know what they want (because of its colors) but its not the right product for them (say for shoes), and they won't budge from it.

        Sometime it seems, the comfort of looking good beats the comfort of the right shoe/your feet [Heels are an example, women wear them knowing it will hurt their feet like hell]

      • Natt on 24/06/2013 - 14:04

        Actually re the electric blanket, I am curious to know what part of it "broke".

        Had I been working there I would have told you to be sure not to fold over the blanket to fit the dog. It can cause localised heating/scorching which is a fire risk and could have broken the blanket.

        If the blanket broke because of that, it was being used for a purpose its not designed for then that could invalidate a warranty claim.

        Although if you made it clear what you were going to use it for and they said it was fine that's part of the sale contract, and you should get your $ back/repair etc.

        Although if it was a fault of a component that you could not have damaged, then there is no reasons why they should kick up!

        Sorry to play "devils advocate" but its a really interesting case :O

        Oh last time I went to Good Guys it was to try and price match Itunes cards. Although they could not tell me in their price match guarantee where such cards were excluded they just "didn't do it".

        • kwaker on 25/06/2013 - 02:55
          +2

          What part of it broke would be up to a technician to report neither the retailer or I would know at that point in time all we knew was it didn't heat. The blanket was not folded and that was not being disputed.

          So if you were a sales rep with that argmentative attitude based on accusations unestablished you shouldn't be surprised when you cop abuse like this thread is about. You approach to the customer is that you dont want to accept it and you will make up excuses not to.

          It doesn't help you as an employee to approach people like that. Unless you can see abuse or have proof dont speculate and automatically assume the customer is wrong.

        • Natt on 25/06/2013 - 11:01
          +2

          Actually I asked what part broke, and covered a few related issues based on possible answers. I never said you were not due a refund.

          I would have advised against buying an electric blanket to use for a pet in the first place. Its a fire risk and a danger imho - 1) a pet can cause localised heating 2) to fit the blanket onto a pet bed its foreseeable it needs to be folded - it certainly cannot lay flat on a bed as intended 3) the manual for the blanket may mention pets and removing them when using the blanket 4) there is a possibility pet claws can damage blankets

          As you were sold the blanket on the basis it was suitable, its a moot point as to whether use as a pet blanket broke it. You were told it was OK to use in such a manner and it did not perform as promised.

          But if that conversation did not occur and the retailer had not recommended it, then it would be reasonable imho for a retailer to question what happened to determine if they are required to refund.

          You made a comment earlier "my friend it doesn't say its not for dogs and under the law im entitled to repair or refund so if she doesn't refund me she can repair it see how she likes that".

          I disagree.

          Lets take it to a silly extreme to make it straightforward. I sell a pillow to a person and they use it as a dog chew toy. It ends up destroyed in pieces scattered around the back yard. They come back to me with these pieces wanting a refund because it now can no longer be used as a pillow for them to sleep with.

          Just because the user manual does not say don't use it as a dog chew toy that does not automatically create consumer right to refund/replace.

          See http://www.accc.gov.au/consumers/consumer-rights-guarantees/…

          Exceptions to receiving a repair, replacement or refund

          A business may refuse to give you a free repair, replacement or refund if:
          you simply changed your mind
          you misused the product or service in any way that contributed to the problem
          you asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted
          a problem with a service was completely outside of the business’ control.

          I 100% agree it would have to be "diagnosed" by the appropriate person and in practical terms a refund would be easier for a small value item. For larger $ or glaring obviously misuse it would be reasonable to a retailer to send it for examination to determine why it failed. I also agree that until that was done and that was known, that "guessing" is inappropriate and it would make me annoyed to.

          I am a bit bemused that you think I have an "argmentative attitude" and that I shouldn't be surprised if I "copped abuse". I would have refunded you straight out because you were sold something as fit for a particular purpose and it failed within 2 days. End of story.

          But I will take any abuse on the chin from a customer who thinks they have a right to a return in a blindingly obvious case of misuse. And if I have any doubts I would always side with the customer, unless I was prepared to back it up with real facts.

          But if thats a poor attiude then so be it.

          Wall of text is finished now, and that's me done on this topic. Very interesting question by the way OP :O

        • kwaker on 25/06/2013 - 20:05
          -3

          There you go with a strawman argument:

          The retailer was not questioning it. The only person questioning is you.

          I didn't say the law applies in all cases I.e misuse. I said it applies to mine - again they are not disputing I broke it. You are. Your refusing to accept the information infront of you and are fishing for a fault to blame the customer.

          I did not say it was a pet bed you infered it was
          I did not say mydog chewed it or damaged it
          My arthritic dog is highly unlikely to move enough to do anything of the sort.

          Stop making up a list of irrelevant possible ways the customer is wrong. It didn't happen so accept it for what it is.

          Im not sure how to make sense of someone that argues and accuses you with irrelevant never ending list of possibilities and not facts so I dont want to continue repeating what I've written.

          My whole point we the ladys attitude and you just acted like her.

        • Natt on 25/06/2013 - 20:46
          +2

          I had a long response drafted, but i really dont have the energy.

          Since you seem to take every comment as directed squarely at you, then I will.

          Bottom line is you used this for a purpose not intended by the manufacturer.

          It does not matter in the slightest if this caused it to fail, you were sold it for use for your dog and it did not perform.

          And I don't care if you disagree that using an electric blanket in this way could cause a fire or damage the blanket. I still would not have sold you it because I do, and I would not want to risk your safety.

          http://denver.cbslocal.com/2012/02/11/electric-blanket-cause…

          https://esa.act.gov.au/community-information/home-fire-safet…

          https://esa.act.gov.au/community-information/home-fire-safet…

          http://www.azein.gov/azein/Winter%20Weather%20Module/Winter%…

          A dog sitting on one spot on an electric blanket is never a good idea. Your opinion on this one differs from me, and that's fine. It's your choice to think you right.

    • Eivad on 25/06/2013 - 11:24
      +1

      STAY AWAY FROM THE LADIES IN BEIGE

      I never thought about it until you mentioned it, but oh my god…

  • bobjane on 23/06/2013 - 20:11
    +6

    I haven't worked in retail. However I keep fish as a hobby and sometimes sell the extras. The amount of crap people feel entitled to putting someone else through is pretty amazing. Just off the top of my head:

    • Demanding and/or begging for discounts.
    • Demanding and/or begging for discounts after the price is agreed upon and everything is bagged for them.
    • Demanding bigger discounts to compensate after they've killed all the fish and want more to kill.
    • Calling/texting at all hours - 3-7am is a regular thing.
    • Sending you 30+ (pretty regular) to ridiculous numbers of text messages (always 1 question per text, never more) over weeks sometimes months expecting you to guide them through every aspect. Despite asking them repeatedly to look it up online or take it to email when they have a lot of questions.
    • Not showing or being late to appointments.
    • Asking you to look up what bus route they should take to get here.
    • Doing any/all of the above and then never buying anything.
    • Doing any/all of the above and then buy 1 fish. And wants a discount.
    • Changing their mind after X amount of time and wants a refund.

    Compared to someone in retail full time, this is probably nothing.

    • kwaker on 24/06/2013 - 05:26
      +2

      Yeah that's typical trading attracts timewasters but I find genuine people dont waste time asking they just come because they dont want to miss out or seeing in person fullfills most questions so I dont respond to text and emails in a way that is inviting more questions. I say would you like to come see.

      Timewasters will ask the most absurb questions that are irrelevant to the product. I.e selling a book: what does it weigh what are the measurements what does it smell like

      Doesn't matter how you answer they will say too expenseive or ill talk to my partner etc.

  • spare13 on 25/06/2013 - 11:44
    +2

    My philosophy when dealing with repairs and refunds etc for customers is this:

    • Treat them as they treat you.

    It's ok to be a little frustrated, but customers aren't stupid and they know it's not your fault. I will do all I can to get the issue sorted, and you don't need to yell at me for that to happen. If you begin yelling and carrying on, and we know we are in the right, we will stand our ground to the end, and you won't get anywhere. If you were kind to begin with, you might have gotten somewhere. Customer service people, are humans and we respond to your emotions.

    • Kamsi on 25/06/2013 - 12:33

      Not all customer service people knows the legal rights of a customer, there first priority is to follow the company rules. which is why sometimes why they're in the hot waters.

      The fundamental rules of customer services is to help customers and if you don't know the answers to the question escalate to person above, don't be ass by pretending you know everything and BS you way out. This is the reason most customers get frustrated and angry towards to the customer services.

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