The first two should be enough said. I could be here all day...
1. Nothing is ever said about keeping customer satisfaction our top priority.
Focus is kept on "statistics" of rewards card sign ups and Credit Card applications, but never anything said about making the customer feeling valued.
I had a customer one day that was denied a coupon by a supervisor for using a coupon that was printed out at the POS. The coupon was not supposed to be effective until 4 days later, but upon scanning the coupon a message popped up on the screen letting me know why the coupon wasnt accepted. However, there was a very convenient button for a manager over-ride. Being customer service oriented, I told the customer the details and explained to them it should be OK with an approval. Our supervisor told the customer that the coupon wasn't within the time frame and denied the customer usage of the coupon. In return, the customer left upset with all their items unpaid for. When customer service is as easy as 1-2-3 (typing in a short number) why not just do it? After all, thats the reason why people prefer one store over the next,
2. Register screen locks up when rewards card is scanned, demanding personal information.
Any cashiers' duty is to get the customer out the door as soon as possible with complete satisfaction, right? Just recently, the Kmart POS registers have been changed to prevent us from ringing up more items until the customer either provides the cashier with an email address or selects "No" on the pin-pad device once a rewards card is scanned and they haven't provided an email in the past. The biggest problem about this is that if a rewards card is scanned mid transaction the register still gives an audible beep of items being scanned, when before a lack of a beep indicated the screen needed attention. Not fun when you have to re-scan everything. What I don't get is why it doesn't save the scans in memory, until input has been provided on the screen like it used to behave.