Friday, September 17, 2010

Best Customer Experience Ever!

I had a lady today use Easy Shop, the scan-as-you-shop experience our store offers to shoppers. Randomly, we are required to give audits. The attendant's Easy Shop gun will go off when it wants to audit someone.

I went to give this lady an audit, and she seemed fine at first. I found she didn't scan the eggs, and I told her about this politely by suggesting my gun wasn't seeing the eggs on her order. She insisted she scanned them. As I continued, she asked if I was scanning every item. I told her I only had to scan some of the items out of each bag. She thought that was obsurd.

She got more angry as I went on, and at one point she requested a manager. I didn't hear her clearly, so I politely asked her what she said. She replied "I said I want to speak to a MANAGER!", yelling really loud! I called the manager up, and he came on by. She was dumping all the groceries out of her bags by this point as she was yelling at the top of her lungs about how she was never shopping there again and how she's spent thousands of dollars there in the past.

We discovered that she had apparently done something wrong (mistakenly or intentionally, we don't know) at another store because her Easy Shop status was blue, which is one step from red (where the customer is banned from using Easy Shop). It was the very first time she had ever used it at our store. We don't know why it was blue, but the manager is looking into the matter at this time.

Anyway, that was the craziest customer experience I have ever had. I'd say it was pretty epic!


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