I spent a long day at work yesterday getting a lot done and cordially interacting with the customers and not too long before I was about to end my shift Danielle coincidentally paged me for an update on what I was working on as it was just about time for me to leave and while we were standing at the customer service area a customer that I remember had come to me earlier inquiring about an item approached.
I remember directing him toward the location to where the product was located but I had forgotten what it was that he had wanted because I had dealt with so many people during the entire day but I asked him if he’d found what he was looking for.
He replied to me that he had and with anger in his voice he told me with Danielle standing right next to me as she was helping out another customer that “Yeah, that Bibi, she don’t know nothing about nothing, but she’s supposed to be an assistant manager, huh? I asked her to go and get me the manager of the store and she told me that there is no manager but I know that is a lie”, he concluded as he was obviously pissed off, he was furious by the confrontation that he’d had with Bibi and her attitude and substandard performance toward him.
Danielle kept quiet. I told him that I would go and get the manager for him and I went and did so and while I did it seemed like I was getting a mild interrogation from the store manager on the situation with getting questions asked of me such as “What happened, how did you know about it and why didn’t you help him?”
After I’d told him that there was a customer that was very upset and had acknowledged to me that he had inquired from the assistant manager to see the store manager and that she told him there was no store manager. I explained to him that I didn’t know the entire details to what went on as I had nothing to do with it and that I knew the customer because he had come to me earlier on and that I asked him if he’d found the item that he was looking for all I did was direct him toward the area of the product when he had asked me about it, the man didn’t seek any other assistance from me other than that.
It appeared to me as if the store manager was just really disappointed because I was there in present to witness another personal complaint by another in regard to Bibi’s negative attitude and unprofessional behavior. I bet if I was the one who had gotten into the confrontation if would have been just fine and if I had of been in the many complaints of Bibi’s track record I’m sure that I would have been gone just out of spite because I am one of the good ones.
I genuinely and generally never get into disputes with customers it is unnecessary and if it were to happen it would not be of any of my intentional doing as through out life we all come into contact with various types of people bearing all modes of disposition that is just part of life and nothing to be penalized for we just have to use our brains, ability and experience to handle the situation within the best manner possible while attending to perform our responsible duty in the workplace.
When one is sick and/or abusing their authority within the workplace and they keep getting away with it because it will be covered up by fellow colleagues that is an entirely different story.
A week ago, the store manager summoned me and other coworkers at the store into his office for a routine update for us employees in regard to our job requirements and on the ongoing improvement within our customer service to give the customer the best experience possible when they come into the store and we were given a document to sign our names to it as in agreement toward those reasonable goals.
And our manager expressed and explained to us that it is okay and that we will not be found at fault to interrupt our assignments when need be in order to take out the time to help the customers no matter how frequent they may require assistance.
Yesterday the store manager brought to me the same documents and I had said to him “Didn’t we go over this already?” And he said yes but that these reprinted documents now had each of us employee names written on them so that he could hang them all upon the break-room walls with our signatures on them so I resigned the paper.
As associates and team members actually adhering and abiding to professionally accomplish a goal set by ethics, Bibi-even though she didn’t get her position honestly-as assistant manager should be setting an example instead of contributing to a problem.
Whereas certain other members of staff are doing a much better job at being decent and productive toward the service of the customer and work environment it sure is interesting how the same code of conduct doesn’t have to apply to a corrupt member within a managerial position.