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Customer is right, always!!

In a busy period of sales, a customer buys a stuff for 39 pence and I give back 11 pence back as change. He then decides to buy another stuff for 39 pence. I ask for additional money. He says with stern voice that he gave me one pound and added that he did not have 50 pence coin at all.
Since, working at the till had become more of a reflex action for me, my hands reach out for correct change. I was pretty confident that he gave only 50 pence. I did not utter anything other than saying 'ok' and sported a disbelief smile and paid back the change of 22 pence.
At that second, it was a conflict of two men inside me. One, very angry that the customer is wrong and trying to cheat me, and that he is questioning my integrity. Second, was the thought don't say anything. I could be wrong and there is a bigger line to clear. Fortunately, the later prevailed, I did not utter a word.


Anonymous said…
i think u got it wrong here.
"the customer is not always right but he is still your customer. - ron zemke and jan carlson- authors of Service America and Service Edge - a foundation book of the customer service industry"
Anonymous said…
John! Lets not get into who is right or wrong, the fact is that u have been impoverished by (howmuchever) it means in rupees! Safe to have a calculator as the Japs do! (Rajesh Chandramouli)
John Samuel said…
Yes Rajesh, having a calculator is a good idea. The till itself has a function wherein after the total is displayed, one can enter the amount tendered by the customer. The till tells the amount to give back. Also, it has an option to press, 'Cash' and give the change. For small transactions, I dont enter the amount given by the customer to save that little time while the line is big. I think I need to enter at all times.

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