u/Flashy_Dark_2659

I was told by my manager today that, from September, our Customer Experience department is apparently going to become Aldi/Lidl style.

The idea is that all CX colleagues will work on the shop floor, helping with deliveries, etc., and only open a checkout when a customer actually needs one.

Kiosk/Selfscan will obviously remain manned at all times.

Apparently there will also be no dedicated ‘Captain’ or ‘Runner’.

I have no idea if this is 100% confirmed or not.

Thoughts?

I have a couple of questions about the Challenge 25 policy that I am unsure about, and if I’m following it correctly.

Firstly, if there are 2 people together purchasing an age restricted product, one looks visibly over 25 however the other person doesn’t, I usually ask “Who’s paying?”, then follow the policy as normal. Are we allowed to do this?

Secondly, this has happened to me a few times, when a customer had given me their ID it feels fake - very flimsy, and feels like it would break very easily, not like my ID or any other persons ID I’ve checked (if that makes sense). Are we allowed to refuse the ID and if so what would my reason be to the customer if they challenged my decision? Excessive damage?

Thanks :)

Im sure nearly every colleague has followed the returns policy ‘no receipt or nectar card - no refund’, and 99% of the time, the customer demands a manager and they override it…

Anyway, a couple of months ago a new GM/Clothing manager joined out store, and last week he came down to checkouts with a sheet of paper he printed out, and made it extremely clear that we MUST follow this policy (no receipt/nectar, no refund) as he said he was loosing too much money on his department, and if any customer disagrees we need to call him down where he will tell the customer no.

So today a customer came in and wanted a refund, we said no, following his ‘very strict instructions’. The customer wanted a manager, so we called him down…I’m sure you know what happened next.

Honestly, it frustrates me. What is the point of these rules, 1. Posted on the website, but 2. Multiple sings placed on the customer service desk stating the returns policy.

All it does is humiliate colleagues. 🤦‍♂️🤦‍♂️🤦‍♂️

But if we don’t follow this policy, what happens?? We get in trouble!! It’s corrupt!

I attended a meeting the other week, which I was elected to attend and it was a 30min drive there and back for me.

A college informed me that store should pay me back the petrol cost? Is this true?

I know it would only be a few quid but it would still be nice 🤷‍♂️🤷‍♂️