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

[CaliBear]

To the people saying those of us who don't find the cashier's behavior offensive are apathetic, no I'm not. If it was two cashiers talking to each other and not ringing me up because they're so busy with their conversation, I would definitely have a problem with that. That has happened to me- at Starbucks- and trust me, I complained directly to the two offenders and never went back.

But in the OP's scenario, the cashier went about her job of ringing the customer up. I'm assuming the OP was there for convenience sake and it doesn't sound like the phone call slowed the cashier down or inconvenienced the OP in any way so to me it's no big deal. I don't go to 7-11 or similar places for customer service. I don't get why anyone else would either.

 

[aprilgail2]

I don't think this is uncommon, especially at 7-11, and I wouldn't be bothered in the slightest. The cashier owes me correct change and the right price, not a conversation. Handing over a bag instead of bagging it for you is the only questionable part to me, but not worth complaining to management over.

I agree- I don't care what you do as long as I get what I went in there to get and get out. Personally in 7-11 I never expect anything different, certainly don't expect conversation because around here not many in 7-11 even speak English!

As long as you aren't surprised if she reaches out and smacks your hand away before calling the cops for what would look like attempted assault.

One local food store sometimes has special needs people bagging groceries- one time I wanted 4 things in a separate bag than the rest and as the girl was bagging I pulled them aside and said I needed these in a separate bag- she screamed at me "don't tell me how to do my job"- I just looked at her and said "well since I am paying I want them in a separate bag. The girl sat down on the floor and crossed her arms and wouldn't finish bagging my things. I did not call and complain, just stepped around her and finished it myself and have not been back to that store since. If I don't like the service I just go elsewhere, I am not going to complain every single time I get crappy service.

 

[SydSim]

I went into a store that had numerous signs touting "If we don't smile and say 'Can I help you?', we will give you $1". Each employee had a $1 bill attached to his/her name tag.

I was standing at the customer service desk waiting for a rep to come back from putting something away at the end of the counter. When she stepped in front of me, she didn't look at me (actually never looked up at all), certainly didn't smile, but did mumble "Can I help you?". I said "Sure, you can give me your dollar!"

She quickly looked up at me, smiled and said "What?". I repeated myself, explaining what she did. We went back and forth, then I gave up and proceeded with my shopping.

Once I was done, I asked for the manager and explained the entire situation. HE and I went back and forth as well before he gave in and said "Ok, here's your dollar", in a sarcastic "ok you win, aren't you proud you went through all this to get a dollar?" kind of way.

Wasn't trying to get a dollar per say, actually trying to call them on their service. I do not like someone waiting on me without actually looking at me. I can only imagine if I took care of my
patients that way.

 

[declansdad]

To the people saying those of us who don't find the cashier's behavior offensive are apathetic, no I'm not. If it was two cashiers talking to each other and not ringing me up because they're so busy with their conversation, I would definitely have a problem with that. That has happened to me- at Starbucks- and trust me, I complained directly to the two offenders and never went back.

But in the OP's scenario, the cashier went about her job of ringing the customer up. I'm assuming the OP was there for convenience sake and it doesn't sound like the phone call slowed the cashier down or inconvenienced the OP in any way so to me it's no big deal. I don't go to 7-11 or similar places for customer service. I don't get why anyone else would either.

You should always expect basic customer service, something this cashier didn't provide. I don't care what type of store you shop at, this was terrible service.

 

[DisneyNutMary]

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

I do patronize a few if the businesses, but I live about 20 miles - and in a different state- from where I work, only use a few.... a bagel store, a gas station, a pizzeria and a Chinese food rest. I honestly can't say the kind of service they give, as I am always recognized, so I can't assume they are nice to everyone, or just me because I'm known to them.
But, my comment on the immigrant store owners was meant to counter an opinion posted that in different countries they don't value customer service, it's simply an assumption with no basis meant to excuse the OPs treatment.

 

[Hrhpd]

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.

Hope your wife has easy access to bail money if physical altercations are the way you handle poor customer service.

Meh, yes, it was rude. However, I am not so full of myself that I would care in a 7-11. I go in, get my stuff and want to get out of there. Secretly, I probably would be glad the cashier was otherwise preoccupied so I didn't have to engage in trivial conversations.

Now, if I was the Queen of England, I might be miffed that my importance to the human race was not recognized.

That said, if this was in a nice restaurant where you pay a premium for good service, then all bets would be off. But 7-11? Wouldn't even raise my blood pressure a point.

 

[Pugsley]

Meh, yes, it was rude. However, I am not so full of myself that I would care in a 7-11. I go in, get my stuff and want to get out of there. Secretly, I probably would be glad the cashier was otherwise preoccupied so I didn't have to engage in trivial conversations.

Now, if I was the Queen of England, I might be miffed that my importance to the human race was not recognized.

Wow, really? Expecting common courtesy means you are full of yourself? This is an interesting thread and I'm wondering if there's an age discrepancy between the people who would be bothered by the behavior of this cashier and those who wouldn't. I'm thinking maybe older people (like me) grew up with better (and friendlier) customer service and generally felt valued as a customer. Also, maybe those of us who didn't grow up with cell phones are less patient with people who can't get off the phone long enough to deal with someone face to face. In my opinion the clerk's behavior would be unacceptable whether it was at 7-11 or at the Ritz. I don't need someone to kiss my butt, but it really shouldn't be that difficult to look me in the eye and address me when I am patronizing your business.

 

[WDSearcher]

Clerks and cashiers talking on their phones used to really bug me until I noticed the number of customers who were so involved in their cellphone conversations that it was taking them forever to get through the checkout line. I stood behind one woman in Publix who was chatting about her kids' upcoming birthday party and complaining about her dog's groomer ... the girl checking her out finished up -- having not even had the customer make eye contact or say hello -- and told the woman the total. Nothing. Woman keeps talking. All the groceries are bagged, people are waiting, so the cashier says again, "Excuse me, but that'll be $xxxx.xx". The woman rolled her eyes, put her hand over the mouthpiece of her phone, and said, "Hello? I'm on the phone!" I tapped her on the shoulder and said, "Hello? I'm behind you and would also like to check out!"

The woman looked at me like she suddenly figured out that the world didn't revolve around her and that it was a HUGE surprise. She paid with her debit card -- all the while talking on the phone -- and never said thank you to either the cashier or the bag boy. But she DID make it a point to say (loudly) into her phone, "No ... I'm back. People at Publix are so RUDE today".

So ... I think sometimes the clerks are just giving back what they're getting. I always make eye contact, say hello, say thank you ... even if they don't. Somewhere, it'll sink in that they just waited on someone who was being polite and they were totally rude. And I can walk out knowing that at least I didn't contribute to the crazy.

 

[Kristibo42]

I work retail. I say it is not difference then if a customer walks up on a cell phone. Lays their stuff down and doesn't even talk to the cashier. I hate it. I will never walk up to a cashier with a phone attached to my ear. IT JUST RUDE EITHER WAY!!!!

 

[DisneyNutMary]

I work retail. I say it is not difference then if a customer walks up on a cell phone. Lays their stuff down and doesn't even talk to the cashier. I hate it. I will never walk up to a cashier with a phone attached to my ear. IT JUST RUDE EITHER WAY!!!!

Totally agree with this!!!
Five minutes off the phone to interact with a person in front of us will not kill anyone.

 

[disneylovin24]

This has never happened to me before and wondering how all of you might have handled the situation.
Today I went to my local 7-11 type store for milk and bread. I was the only customer in the store. I approached the cash and noticed the cashier was on her cell phone speaking loudly to someone in her own foreign language. Fine, not a problem. I placed my items on the counter and waited for her to acknowledge me. Well, without taking a breath out of her conversation she scanned the items and started pointing with her finger at the amount on the cash register, all the while talking loudly on her phone. I paid her, she gave me back my change and I waited for her to bag my purchases. Nothing. I asked her for a bag and she placed a folded one beside the milk containers for me to use. I bagged my own purchases and just stared at her. The entire time she had not paused in her conversation for even a second. It was as if a real person was not standing in front of her, she just went through the motions ringing up my purchases. Her full attention was on her conversation.

Her rudeness amazed me. My kids were with me so I did not say anything to her but certainly used it as a lesson for them. I don't know if she was the owner or an employee but I would never want someone like that working for me. Just curious if any of you would have said something to her or not. As I left the store her mouth was still going full speed!

As someone who has worked as a cashier 4 summers in a row now I found that unacceptable! First rule I'm always told is never be on your phone! I don't like when customers do it, its rude and annoying, but at least they aren't getting paid.

 

[Acklander]

Wow, really? Expecting common courtesy means you are full of yourself? This is an interesting thread and I'm wondering if there's an age discrepancy between the people who would be bothered by the behavior of this cashier and those who wouldn't. I'm thinking maybe older people (like me) grew up with better (and friendlier) customer service and generally felt valued as a customer. Also, maybe those of us who didn't grow up with cell phones are less patient with people who can't get off the phone long enough to deal with someone face to face. In my opinion the clerk's behavior would be unacceptable whether it was at 7-11 or at the Ritz. I don't need someone to kiss my butt, but it really shouldn't be that difficult to look me in the eye and address me when I am patronizing your business.

I'm 52. I don't consider it good customer service, but it wouldn't bother me at all, and certainly wouldn't be worth the effort of complaining about it.

 

[Arsenal1982]

I guess I'm the odd ball. I could care less whether the cashier is on her phone or acknowledges me. When I go to the store, I am going to actually purchase items, not make friends. The cashier not acknowledging me is going to have absolutely zero impact on my life.

 

[declansdad]

I guess I'm the odd ball. I could care less whether the cashier is on her phone or acknowledges me. When I go to the store, I am going to actually purchase items, not make friends. The cashier not acknowledging me is going to have absolutely zero impact on my life.

Having the cashier acknowledge you is not making friends; it is just basic customer service.

 

[Arsenal1982]

Having the cashier acknowledge you is not making friends; it is just basic customer service.

Again I could care less whether they do or don't. It has zero impact on my life. It's irrelevant to me.

I'd have a bigger problem if the cashier is super friendly but doesn't know how to ring people up in a timely manner.