The Importance of Employee
Empowerment and Customer Service
A
new returns desk cashier faces her first irate customer who is trying to return
a broken tape measure. She politely explains the manufacturer’s warranty which
does not cover his particular situation -a broken end. She then refuses his
demand for a refund. The customer explodes and becomes verbally abusive towards
the new cashier. She withers under his tirade and starts to cry. That’s when I
happen along and decide to intervene.
I
call the head cashier, explain the situation, and suggest that the new cashier
needs a break to calm herself. Then, I guide the irate customer away from the
returns desk and walk towards the hardware department. We discuss his issue, and
I explain that the cashier is correct in her refund refusal, as it follows the
manufacturer’s warranty limitations. She is just following her training to the
letter. After all, it is her first day on the job.
I,
then, explain that I will replace his broken tape measure at no charge, despite
the manufacturer policy. This decision completely de-escalates the situation.
In fact, he freely opens up regarding the pressure he is under to complete a
spare room in his home, as company is expected to use it in the coming days.
After
picking up his new tape measure he proceeds to spend an additional $400 on
building materials for his project. Once the shopping is complete I suggest he
approach the cashier and apologize. He does.
Empowerment: An empowered employee
(cashier) could have prevented all the drama by asking the right questions and
determining that by simply exchanging the tape measure, yes, breaking a rule,
that a happy customer would have been the end result.
Customer
Service:
From a customer service point of view, a new cashier should not have been assigned
the returns desk. They may lack the confidence and experience to deal with
irate or difficult customers. This only adds fuel to the fire.
Don O’Connor,
POTSHOTZZ
@POTSHOTZZ
daisy@potshotzz.com
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