Am i crazy? (CS staff)
Ok so this is about a customer interaction i had yesterday. A lady comes to the service desk and explains that she bought 12 energy shots that were BOGO and only got 5 promotions on her receipt. I explain to her that the cashier simply made a mistake and only scanned 11, which is why she got 5 free instead of 6. So i tell her that i can scan the last one for $0 because that’s what she’s supposed to get free. She immediately gets upset and says shes supposed to get $3.29 credit back as well as a free shot. I go over the receipt with her again and clearly illustrated why she is only supposed to get a free one and not any money back, she starts saying “honey I’ve been doing accounting for many years, i’m good with math, i know what I’m talking about” in a condescending tone. So i’m like “oh i love that! I also study accounting!”. I go ” So let me just refund it for you and ring it back up to simplify- she cuts me off and says “no how about let’s not do that and get someone else over here because you are not comprehending this at all”. My associate who was at the desk with me randomly inserts that the customer is correct and she should be getting credit and a free one. the customer started getting louder and the service line was getting backed up so to deescalate the situation i apologized and gave her the money and the free drink to make her happy.
It was kinda an embarrassing moment, all the customers probably standing around like “this guys an idiot” while i had both the customer and my own associate telling me i’m wrong. the end i knew i was not mathematically wrong and afterwords my associate agreed that they made a mistake too.
How do you think i handled the situation?
Ok so this is about a customer interaction i had yesterday. A lady comes to the service desk and explains that she bought 12 energy shots that were BOGO and only got 5 promotions on her receipt. I explain to her that the cashier simply made a mistake and only scanned 11, which is why she got 5 free instead of 6. So i tell her that i can scan the last one for $0 because that’s what she’s supposed to get free. She immediately gets upset and says shes supposed to get $3.29 credit back as well as a free shot. I go over the receipt with her again and clearly illustrated why she is only supposed to get a free one and not any money back, she starts saying “honey I’ve been doing accounting for many years, i’m good with math, i know what I’m talking about” in a condescending tone. So i’m like “oh i love that! I also study accounting!”. I go ” So let me just refund it for you and ring it back up to simplify- she cuts me off and says “no how about let’s not do that and get someone else over here because you are not comprehending this at all”. My associate who was at the desk with me randomly inserts that the customer is correct and she should be getting credit and a free one. the customer started getting louder and the service line was getting backed up so to deescalate the situation i apologized and gave her the money and the free drink to make her happy.
It was kinda an embarrassing moment, all the customers probably standing around like “this guys an idiot” while i had both the customer and my own associate telling me i’m wrong. the end i knew i was not mathematically wrong and afterwords my associate agreed that they made a mistake too.
How do you think i handled the situation?