We did receive a call from one of our customers in regards to her treatment while in our storeIt was unfortunate that this happened and we did look into the matter thoroughlyUpon completion of my review of the complaint and
after speaking with other employees in the area I did determine that our employee could have handled this situation betterWe do have a policy about customers bringing bags into the store and all employees are suppose to inform the customers as they see this. Our store is a very busy store and can be loud at times especially on SaturdaysOur employee noticed two individuals entering the store through the entrance door as he was standing in the exit area about feet away and attempted to inform them that they needed to leave the bag at the front counterIt appeared to our employee that they did not hear him over the noise so he spoke louder in order to get their attentionOne of the individuals gave the bag to the other and she exited the store through the exit doorWhen she tried to come back in again with the bag a second time our employee again told her that she could not bring the bag back into the store with herShe left the store while the other individual located the individual with the car keysI did call the customer back after review to assure her that I did look into the matter and did write up our employee addressing him on how to handle a similar situation in the future when informing customers of our store policies1) If the customer can not hear you stating the policy than you must walk over and tell them the policy in a polite manner2) If a customer does not adhere to our policy than page a manager or supervisor for further assistance with the incident3) When addressing a customer about any issues, never raise your voice above everyone else in order to be heard as it can be considered rude. We did apologize for the inconsiderate way our employee handled this incident and tried to reassure her that he will not do this again in such a inconsiderate mannerIf the customer would have informed us at the counter that she needed us to page someone for her we could have accommodated that request, as we do on a daily basis for other customers
We did receive a call from one of our customers in regards to her treatment while in our storeIt was unfortunate that this happened and we did look into the matter thoroughlyUpon completion of my review of the complaint and
after speaking with other employees in the area I did determine that our employee could have handled this situation betterWe do have a policy about customers bringing bags into the store and all employees are suppose to inform the customers as they see this. Our store is a very busy store and can be loud at times especially on SaturdaysOur employee noticed two individuals entering the store through the entrance door as he was standing in the exit area about feet away and attempted to inform them that they needed to leave the bag at the front counterIt appeared to our employee that they did not hear him over the noise so he spoke louder in order to get their attentionOne of the individuals gave the bag to the other and she exited the store through the exit doorWhen she tried to come back in again with the bag a second time our employee again told her that she could not bring the bag back into the store with herShe left the store while the other individual located the individual with the car keysI did call the customer back after review to assure her that I did look into the matter and did write up our employee addressing him on how to handle a similar situation in the future when informing customers of our store policies1) If the customer can not hear you stating the policy than you must walk over and tell them the policy in a polite manner2) If a customer does not adhere to our policy than page a manager or supervisor for further assistance with the incident3) When addressing a customer about any issues, never raise your voice above everyone else in order to be heard as it can be considered rude. We did apologize for the inconsiderate way our employee handled this incident and tried to reassure her that he will not do this again in such a inconsiderate mannerIf the customer would have informed us at the counter that she needed us to page someone for her we could have accommodated that request, as we do on a daily basis for other customers