tag:blogger.com,1999:blog-3724081604445890368.post8690916257582850937..comments2022-10-25T05:00:22.855-04:00Comments on I WORK AT PENCILS: Kracked KindleUnknownnoreply@blogger.comBlogger4125tag:blogger.com,1999:blog-3724081604445890368.post-88277083952701339202011-10-08T20:54:19.810-04:002011-10-08T20:54:19.810-04:00In my pencils store the managers won't take ba...In my pencils store the managers won't take back anything with a broken screen, even if it is within the 14 day return policy because when we send it out for credit (RTW) or (RTV) we will get very little money back if we get any back at all!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3724081604445890368.post-19590689596898134292011-10-04T15:35:12.463-04:002011-10-04T15:35:12.463-04:00They should just do to the Kindles what we do with...They should just do to the Kindles what we do with laptops and most other devices with a screen, and that is open it and turn it on in front of the customer.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3724081604445890368.post-86216227278947869042011-09-27T00:20:03.300-04:002011-09-27T00:20:03.300-04:00Making the decisions of when to follow policy and ...Making the decisions of when to follow policy and when to bend the policies to take care of the customer's needs have been and always will be one of the hardest parts of the job..<br /><br />As a manager, I would have (and do daily) taken care of this customer immediately and without hesitation swapped this kindle out for a new one. Then I would have asked the Tech to open the new one and inspect it for damages on the spot for the customer, just to insure that he wouldn't find another cracked screen upon opening at home.. AND while he was at it, I would have asked the Tech to reiterate and go over the TSP with the customer once more, as YES, after that magical 14 day time frame, policy would have to step in and be applied.. <br /><br />Why? Because while customer service is our job, so is trying to sell Pencil's products and trying to protect our profit margins. There should be no reason why the two can't function together and managers such as this Matt fellow don't belong in the grey shirt, as they clearly don't have the proper skill-sets to be a retail manager. Firm is good, but flexible builds customer and associate trust.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3724081604445890368.post-48381525879542380592011-09-26T10:29:42.551-04:002011-09-26T10:29:42.551-04:00This is what I hate about retail. Some managers wa...This is what I hate about retail. Some managers want to appear as tough and the kind that follows the corporate book but in the end succumb to the customer because of the District Manager's bullshit "Delight the Customer" policy.<br /><br />Other managers allow customers to return everything and than hide behind the "Delight the Customer" policy by returning the ink (already in the printer), the printer itself, and the extended warranty!<br /><br />No wonder OfficeMax is loosing money...Anonymousnoreply@blogger.com