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Being a Retail Worker AND Consumer
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Contributed by Anonymous on Thursday, January 21 @ 21:24:41 EST
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I have been working in retail since I decided to go back to school in 2008. The store I work for places the highest importance on customer service, which pretty much means giving the customer whatever they want. This was hard at first, because I didn't want to give the discounts and fake happy face to the angry customers. But as I realized that it wasn't my money - and lost sleep over situations I wished I'd handled differently - my job made me happier. I now take this customer service thing VERY seriously and, as I give it to all of my own customers, expect it in return when I am on the other side of the register.
I have been going to my community college for almost 10 years now. I have never been a fan of the bookstore - the employees are never happy to be there, don't even try to care about students, and have NEVER asked me if I needed help or if they could help me locate or recommend something.
Last week, I made my what are now my final trips to the bookstore.
I was purchasing my books for classes, which totaled around $800 for the new ones. I placed more value in having my books right then and there than paying half price to rent or buy used and having to wait for shipment.
After waiting 20 minutes in line, I arrived at the counter. I had to remind myself to breathe when I saw the total. I rummage in my bag and whip out my mom's shiny new credit card, with a nice note telling me she loves me and is proud of me - and here is my money for books! The clerk asks for my ID and I politely explain that it is not mine, because I am a student and money doesn't grow on trees. I then attempt to pull at her heartstrings by sharing my mother's hand-written note with her. I also ask her if I can pay the used price for my Chemistry book, which no longer has the plastic wrap on it.
First she says that the Chemistry book is not used. And I said, but there is no difference between this book and the used books from last semester - there IS a difference between the new books and this one - no plastic wrap. I wasn't really expecting a discount, but I was a little peeved when she couldn't at least back up her argument and try to explain why I couldn't have the book at the used price.
Anyway, back to the credit card... The manager comes out to make a big scene and tell me that I can't use it in the store because it isn't signed and it's not mine. She tells me that I can go and order my books online and pick them up in the bookstore later. So I said "You mean that I can go outside to the public computers - right outside the bookstore - and order my books with my mom's credit card and come pick them up right after. But I can't just pay for them here, right now in the same way?"
"Yes," she says.
I leave in frustration, go home and rent all my books online for less than half the cost at the bookstore. I now have to wait 5-7 business days for all my books.
Two days later, I go back to the bookstore to purchase a lab book (since those aren't able to be rented or used). When I get to the counter, the clerk rings up my purchases, and doesn't say a SINGLE word to me - not "Hi how are you today?" "Hello, is this all for you? Did you need help finding anything else?" Not even a total. I give the clerk my credit card. It is not signed, and she DOES NOT ask for my ID, but swipes my card anyway. I give the clerk my most incredulous look, take my books and leave.
Perhaps I am the sucky customer in this scenario, but I have never felt less valued, especially after offering up $800 of business.
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