Walgreens/CVS/Rite Aid/Etc Informative - Customer Service
What follows is strictly my opinion, based on experience, and in no way reflects the policies of any company.
To the customer (things to consider)...
- Retail employees are among the lowest paid in any industry.
Ask yourself... How much am I willing to tolerate for $7.00 an hour?
- Payroll is the biggest expense and cutting hours is the quickest way to increase profit.
- Payroll is determined at the corporate level.
Thought...as corporations chase the military philosophy of "more with less", the days of one-on-one customer service are over.
- Save your anger/frustration for the person who has the ability to make a decision.
Cashiers, photo techs, RX techs, etc are doing as they have been taught. If you have an issue you want resolved always ask for a manager.
- If you have a complaint, here are some tips...
1) Be specific, include names, dates, times, etc
2) Offer a realistic solution...complainers get the 'corporate band aid' (ie gift card, small monetary compensation, apology, etc)...complainers with solutions get the above, respect, and the real possibility of generating a change in policy.
3) Complain to the right person...get the district phone number or, even better, go to the corporate website (they all have a customer compliment/complaint link).
4) Be just as quick to give a compliment (compliments at the store level go nowhere...always write or call corporate)
5) Ask for a response
To the non-managerial employees...
- Never argue with a customer, you will lose.
- The second a customer gets upset, call a manager.
- You have the same choice as customers, if you don't like it, find another job.
- If you feel it is your duty to save the company money, you are on the wrong track...when you fight with the customer over $5, $10, even $100 you are risking the loss of a lifetime customer who will potentially spend THOUSANDS of dollars.
To the management...
- Always back up your employees (Ma'am, my cashier was exactly right. She is required to uphold policy. However, in this situation I am going to bend policy a little bit and do what is best for you.)
- If a customer cusses or becomes verbally abusive in any way, you have the legal right and responsibility to politely ask them to leave. If you don't, you run the risk of allowing a hostile work environment and that will get you fired.
- Never argue, you will lose.
- Apologize, take responsibility, offer solutions, and follow-up.
To receive the quickest service in the pharmacy...
1) Go before 10 am or after 8 pm and never on a Monday
2) Call ahead and make sure it is ready
3) If you are in pain, say so
Again, "more with less"...RXs are generally understaffed, underpaid, and overworked.
Customer demands for faster service have led to an increase in errors.
[snip - solicitations not allowed]