Customer Service Nightmares (Damn, Google, you scary)

[CimminyCricket]

As the assistant manager of my current job, I back up my coworkers almost every time. My other job I had, the managers would just come up and give the customer what they wanted despite the meetings and whatnot of store policy us employees were told to always follow. That's always fun.

Oh man I hate it when they can't decide between "FOLLOW COMPANY POLICY!!11!!" and "GIVE THE CUSTOMER WHAT THEY WANT!!111" Like, pick one and I can work with it.

I'm so glad I switched to the early morning shifts and usually don't have to deal with people anymore.

It's because of this that I'm looking for a new job. I have this thing with the rules being the rules. I'm an assistant manager and I'm always being told "you should take care of the customer, customer satisfaction is key". I agree, I should take care of the customer, but only if doing so does not lead to me going against the SOP of the company.

[Jessweeee♪]

Oh man I hate it when they can't decide between "FOLLOW COMPANY POLICY!!11!!" and "GIVE THE CUSTOMER WHAT THEY WANT!!111" Like, pick one and I can work with it.

You're not supposed to pick one, you're supposed to be the scapegoat. If you don't break the policy, your customer gets mad and calls corporate and you and your boss and maybe some other people get yelled at. If you do break the policy, the customer is happy and the only one that takes the fall for it is you, everyone else is in the clear.

[Shauna]

I guess I'm lucky in that my work does insist we follow policy at all times, so there is no giving the customer what they want if we are simply not within our remit to do so, and as we are on the front lines we often know more about what we're talking about than our managers. So on most cases, our managers will back us 100% if we explain the situation.