So I got written up for following the coupon policy.... customer had a 40% off coupon and the item was already on Sale. I go my written up for having bad customer service and not making the customer happy....should I fight this?
8 replies (most recent on top)
The paper coupons are bad enough, but what about the ones that are sent to their card ? When a purchase is made and the coupon doesn't sow up on the register. I lost count of how many phones I've had stuck in my face with the customer saying see I sent it to my card. If they have a paper coupon at least I have some type of paper work to show for my actions.
Accept ALL coupons, because you are not making any money on the FS anyway, you are basically just giving away the store, except for the Pharmacy, "the Holy Grail", of course.
What's the point of a coupon policy if the DL is just gonna tell you to ignore it?
Store manager. I tell my people to take all coupons. If a customer complains to corporate, my boss calls me and to take it anyways and give them extra bucks..in my store we take them all. No need for customer service issues and everyone pretty much knows our coupon system is a disaster
Managers aren’t typically big on writing people up just for getting one 0 on mCC. Sounds like you may have some history of performance issues with service. Just know that all terminations go through Advice and Counsel and require all of the available documentation for the performance issue or policy violation.
My advice is to call your manager every time this type of situation comes up. If after several times they give you a consistent solution then you know what their expectation is. Attempt to resolve similar situations on your own and if they call you out on it then you can mention that this was how they handled it for you in the past. Ask for clarification and how you could improve. Stop being defensive and trying to look for a fight with your manager. You will lose every time and if you were on my team with that attitude it wouldn’t be for long.
Yeah the coupon policies are crazy. In your particular situation, if you make the customer happy, but violate the coupon policy in the process, you get written up. If you follow corporate policy and the customer leaves unhappy, look what happens. Cvs has it's employees in a vice grip. They want you to make ALL customers happy without violating company policies. Sometimes the ONLY way to make customers happy is to violate company policy in the process. What do you do? If it were me, I would fight it, since you followed expressed cvs company coupon policy! But that's just me. You do what you feel is right. This is why cvs is so horrible!
If you have a Union, you can try to fight it !
But, you are Damed if you do and Damed if you don't with these coupons !!!
Sounds like your Manager is out to get you...just saying.
Good Luck
Edit: I nicely told the customer that % coupons do not apply to sale items and the customer didn’t argue with me at all. They gave me a 0 and wrote a nasty comment on their survey tho