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A customer told me to just say yes to every return, and it blew up in my face
I work the customer service desk at a big retail store in Columbus, and a coworker who'd been there 6 years told me to just approve every return without asking questions to keep the line moving. I did that for about a month until a guy brought back a $300 pressure washer that was clearly used and full of mud, and I refunded him on the spot. My manager pulled me into the office the next day because that same guy had done the same thing at two other stores. She said the rule is we verify the receipt and check the item, not just hand out money. So now I'm stuck between speed and following policy, and I honestly don't know which one keeps customers happier. Has anyone else been told to bend the rules for speed and had it backfire?
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morgan.joseph12d ago
A $300 pressure washer full of mud... seriously? That guy didn't even try to hide it. He just rolled up with a dirty machine and you handed him cash like it was nothing. The fact that he pulled the same trick at two other stores tells you he knew exactly what he was doing and was counting on people not checking. Your coworker's advice sounds nice in theory but it only works until somebody like that walks in the door.
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