[silverwick]

Well, I can certainly understand her frustration with the the rare nutjobs who cross the line when frustrated over a company return policy. I do not know juilee, in fact this is my first post, I believe. Do I believe that the attitude of "let them go somewhere else" is the best policy? Certainly not. But I can certainly sympathize. I have been in retail for 12 years now or so and most of that spent at the service desk. I can honestly say I have NEVER EVER had a customer complaint or have even been rude to a single soul. I know this sounds absurd but it is nevertheless true (if you were to ask any person I worked with, they would agree). I have seen return policies go from extremely lax (and many many people repeatedly cheating the system-such as grabbing an item off the shelf and returning it for store credit) to having to politely deny all persons without a reciept. Now I completely understand the frustration as a consumer at being unable to return merchandise obviously purchased at a perticular store but I think what Jubilee was responding to is the people that just go effing nuts. When I get a customer that is unhappy with the policy, I smile and very politely tell them that I'd be more than happy to get a manager to speak to since I am simply at the mercy of company policy and have no leeway when the manager may be able to better help them. The only big big frustration I have is when after this statement the customer starts screaming at me (truly screaming) that I had better effing get the manager up her since I am so stupid and incompetant, etc. I have also been called many many many many names at simply doing my job. I have also been physically threatened, spat at, had items thrown at me and physically hit. I have never ever done anything to provoke such a reaction from a person but nevertheless it happens. What I believe Juilee was trying to say so poorly is while you may not like the policy of a store, the policy was created by the company and not a single person at that store (well, in general, if it is a mom and pop store it may well have been) and it is not thier fault that policy dictates that you be denied a return. We are but at the mercy of those with the true power, who need not feel the consequences of thier decisions, unlike those who are on the front line, having to execute those decisions and baring the full brunt of the unsatisfied masses. All that those of us stuck on the front lines would like to say is PLEASE understand that we are but doing our jobs as dictated by those that sign our paychecks. We have no control over what we can or cannot do. Most of us would just rather give you the money if we could, it would be less stressful and time consuming. Now, that being said, if the person helping you is being rude and a jerk, by all means, complain to their manager AND contact corporate hq. I would suggest not escalating the situation by resorting to thier level. When I get a customer that is rude to me, I simply get them a manager or be extra extra extra polite until they calm down (they almost always end up apologizing for getting out of hand). I am very very good at what I do and DEMAND that those I work with act in a professional manner towards customers (or else I have them go to a different department) and feel other stores should have the same professional attitude that we show. As for chatting with other employees while on the job, while it is certainly acceptable at certain times, in front of a customer is never the right time. The customer in front of you is the most important person in the store and should be treated that way, as far as you are allowed to help them.