Does a cashier have to speak to a customer when serving them?

[scoutie]

I'm a mystery shopper, and 7-11s are shopped. Chances are pretty good that this employee will continue to act like this and it will be reported.

 

[CdnCarrie]

I agree that it's extremely rude, and unacceptable. But it wouldn't annoy me enough to actually take the time to write or call or storm off, or never shop there again. It's a 7-11. If I'm stopping there for milk it's purely for my convienence and no other reason. If I'm writing emails, or seaking out another places to pick up a quick jug of milk. I'm am no longer convienienced which defeated my purpose. I'd probably just roll my eyes, grab my purchases and move on with my life.

This. And unless it's a regular occurrence I would never boycott the store. Minimum wage positions tends to have a high staff turnover. Unless you're at the store daily you may never encounter this staff member again.

 

[crazyme5kids]

I would have reached out and taking her phone from and hung it up. Then asked her for her managers name and number.


That is unacceptable.

Bet you'd feel like a real man doing it too. If it were a 6" two hundred pound guy would you be saying that?

 

[scoutie]

I would have reached out and taking her phone from and hung it up.

That crosses a pretty big line.

If somebody did that to me, there would be trouble. You don't know why she was on the phone, and to get in her personal space and take her property from her? Dangerous.

 

[ironpig70]

What the cashier did is unacceptable but so is reaching out and taking the phone. What makes what you say you would do any better?

Bet you'd feel like a real man doing it too. If it were a 6" two hundred pound guy would you be saying that?

Doesn't matter if it was a guy or a 5 headed giant.

Customer service has gotten to the point where this is acceptable as many people have said they don't care.

Sometimes to get people to wake up and take notice is to make it a scene.

 

[powellrj]

OP didn't say it was a 7-11, they said it was a 7-11 type store. Chances are anymore unless it is a national chain, the person that waited on them was the owner. My DH services stores and the owners spend all day on the phone. They want to talk to him, but they usually do it as they are talking on the phone too. We may not like it, but its kind of a sign of the times. Different countries, different customs and I don't think customer service is valued in different countries as it is here.

 

[crazyme5kids]

Doesn't matter if it was a guy or a 5 headed giant.

Customer service has gotten to the point where this is acceptable as many people have said they don't care.

Sometimes to get people to wake up and take notice is to make it a scene.

If that is true, I would say you have a much bigger problem than a cashier on a telephone. If I were a customer in a store and saw you do that, I wouldn't be saying, "Way to go!!!". I'd be saying, "What an ***."

 

[Bob NC]

Does a cashier have to speak to a customer when serving them?

I'm kind of torn.

Though I do like personal, friendly service, sometimes I prefer impersonal, quick, efficient service.

If they are talking on the phone AND making me wait it's one thing, if they are talking on the phone but jump right on ringing me up and collect my money and make change quickly, I guess I can live with the latter.

 

[Squirlz]

I went to a fast food place years ago and the young thug-wannabe at the counter just stood there silently waiting for me to order. So I stood there silently staring right into his eyes. Finally he mumbled a cannahepya. i win!

 

[Bob NC]

I went to a fast food place years ago and the young thug-wannabe at the counter just stood there silently waiting for me to order. So I stood there silently staring right into his eyes. Finally he mumbled a cannahepya. i win!

If I had a vuvuzela I'd be blowing it for you right now!!!

 

[declansdad]

Doesn't matter if it was a guy or a 5 headed giant.

Customer service has gotten to the point where this is acceptable as many people have said they don't care.

Sometimes to get people to wake up and take notice is to make it a scene.

If that is true, I would say you have a much bigger problem than a cashier on a telephone. If I were a customer in a store and saw you do that, I wouldn't be saying, "Way to go!!!". I'd be saying, "What an ***."

and to add, I would probably take the cashier's side at that point as well.

 

[njmom47]

A lot of convenience stores (around here anyway) are (foreign) family-owned. I think even if you complain to a store "manager" it would be his cousin, daughter, niece, whatever, and nothing would happen.

But if you took it to headquarters, you might get some response.

I worked in a convenience store for a few years, and it was probably my favorite job. But I was always polite and friendly. And I do think either a Hello or Thank you is in order. After all, you are helping pay their salary.

 

[njmom47]

Although I sympathize with you, you kinda have to adjust your expectations accordingly. Like pulling into a gas station and then getting upset because they dont pump your gas.

Haha, that's supposed to happen in NJ (and Oregon too).

 

[Lisaren]

I have had this happen more than once. If I am not in a big hurry, I stand and look at them and wait until they speak. I have stood there 5 minutes waiting for them to finish the phone call. If I am in a hurry, I just give them the money, get my change, and leave. I have never complained to a manager or sent an email - not that important.

 

[dAnconia]

If it was somewhere I shop regularly I would find an alternative gas station. If it was not a usual stop then I would chalk it up to gaining a funny story to share with others.

 

[DisneyNutMary]

Different countries, different customs and I don't think customer service is valued in different countries as it is here.

I disagree. I work in a warehouse club, in a very immigrant rich area. Many of our members are immigrants who own businesses- restaurants, convenience stores, gas stations, etc. We find these are the customers who expect the highest level of customer service, and are not shy to point out when they are not getting it. As the customer service manager, I deal with it every day, and I deal with the corporate backlash when they write letters to complain about the smallest things- like when we announced the store as closing in 20 minutes, when actually it was closing in 30 minutes, or when we ran out of the sale bottled water during a heat wave.

Apathy about poor customer service just leads to more poor customer service. I don't care where I am, I expect good customer service, and I am always happy to thank the cashier for it. I don't expect small talk, just eye contact at the beginning, full attention to my transaction, and a spoken total when it's time. Oh, and a thank you at the end.
I guess it's the customer service mgr in me, but I hold my cashiers, their supervisors, and my customer service team to always deliver the highest level of service with a smile. After all, the customer can easily choose to go elsewhere.

OP, I would have waited a few minutes to give the clerk a chance to address me, but probably would have walked out empty handed anyway. I am sure you could have gotten your items somewhere else, even though it would be inconvenient, but it would have sent a message, whether she cared or not. Then I would have called or emailed the manager or the corporate office expressing my displeasure.
The world was a much nicer place when people were nicer to each other.

 

[freckles04]

I went to a fast food place years ago and the young thug-wannabe at the counter just stood there silently waiting for me to order. So I stood there silently staring right into his eyes. Finally he mumbled a cannahepya. i win!

This struck me so funny!

That happened to me several times, only I wish I had the guts for a stare-down.

Speaking of customer service, maybe it's just the area where I live, but I've noticed SO MUCH that when checking out, the customers say "Thank you" and the cashier will sometimes say "You're welcome" but usually just gives no response at all. Isn't the cashier supposed to thank YOU for your business? I rarely have that happen anymore. I do from one older gentleman cashier in particular at Kroger... he always tells me, "Thanks for coming through my line, and I hope you come back soon!" Now that's good customer service.

 

[FayeW]

A couple of years ago I had a cashier conduct almost our entire transaction with her back turned to me, having an animated conversation with the cashier next to her. I made a game of it, waiting to see if she would ever actually make eye contact with me or acknowledge me directly. It was really quite comical. She didn't, just mumbled the total, gestured to the debit machine, and handed me the receipt sideways.

After I got home I called the store and spoke to the manager. I told him what happened and was quite clear that I wasn't looking for anything other than to make him aware of the extremely poor customer service from one of his staff members. I made the call because the store can't fix something if they don't know it's broken, and an employee turning their back to a customer is just not acceptable.

 

[Disney Doll]

I'd contact the owner tell him his employee was rude and that I would not be frequenting his store again.

Speaking with one's wallet is usually quite effective with those who own businesses.

 

[CPT Tripss]

I disagree. I work in a warehouse club, in a very immigrant rich area. Many of our members are immigrants who own businesses- restaurants, convenience stores, gas stations, etc. We find these are the customers who expect the highest level of customer service, and are not shy to point out when they are not getting it. As the customer service manager, I deal with it every day, and I deal with the corporate backlash when they write letters to complain about the smallest things- like when we announced the store as closing in 20 minutes, when actually it was closing in 30 minutes, or when we ran out of the sale bottled water during a heat wave.

Apathy about poor customer service just leads to more poor customer service. I don't care where I am, I expect good customer service, and I am always happy to thank the cashier for it. I don't expect small talk, just eye contact at the beginning, full attention to my transaction, and a spoken total when it's time. Oh, and a thank you at the end.
I guess it's the customer service mgr in me, but I hold my cashiers, their supervisors, and my customer service team to always deliver the highest level of service with a smile. After all, the customer can easily choose to go elsewhere.

OP, I would have waited a few minutes to give the clerk a chance to address me, but probably would have walked out empty handed anyway. I am sure you could have gotten your items somewhere else, even though it would be inconvenient, but it would have sent a message, whether she cared or not. Then I would have called or emailed the manager or the corporate office expressing my displeasure.
The world was a much nicer place when people were nicer to each other.

Have you patronized those business to see whether they deliver the quality of service they get in your store?