The mantra of "the customer is always right"

How do you know whose money has been spat out of the machine though? The procedure is to inform the person trying to hand it in to take it to the cashiers office. It was the cashier that she should have tried to leave her details with.

My point was there is a difference between being rude and not letting someone have their own way. She was fine until I told her what she didn't want to hear.

 

And you shouldn’t br surprised when they take their custom elsewhere

 

Without knowing the layout, I'd say she came to you because you're sat behind "the desk" looking all official. Looking like you're there for the sole purpose of helping people. Is it a reception desk? If so then there's your answer.

It's perfectly possible to help people while keeping a smile on your face and maintaining a relaxed atmosphere. No offence, mate, it could just be the way I'm reading it, but it doesn't sound to me like you did much to help this woman. She was obviously wound up about the money. You couldn't have known that she was also stressed about her cancer treatment, but working where you do, it's not a stretch to know that she could have been there for some form of treatment. You could have sat her down, had a polite chat, taken an interest, and then explained to her what her options were. I suspect the phrase "it's not my responsibility" just added fuel to the flames.

Sorry. All of that sounds like I'm having a go. I'm not, honest. I just like to think we could all try a bit harder to help one another.

 

But for me customer service would have meant me taking her details. You knew that the money wouldnt appear, but it would have reassured her. And if it had been handed in you had her details to contact her.

 

Not at all. I just wanted the ground to open up to be honest mate.

 

If it happened again. I would explain things a little better. (I maintain I wasn't rude to the patient). I would take her details and pass them on to the Cash office. I still wouldn't handle the money though. I'm not permitted to do so. I would advise the person attempting to hand it in to go to the cashiers office. It would be then their job to contact the patient and also take the details of the person handing it in.

 

I'm sure you werent rude but to me good customer service is making things easier for the customer. And in this case, taking her details and explaining that the money if found would be handed in to the cash office and you'd make sure you passed her details on would have done the trick..

 

I think @Old Goat is right in that you being behind a desk makes you a point of authority / perceived help. Someone who is stressed often isn't rational, so whilst you can examine your approach & maybe sometimes hone it for next time, sometimes whatever you say is "the wrong thing" and words you might say are taken out of context. Often saying as little as possible & making reassuring noises & gestures has worked the best.

NB Does not apply to only using 21 words to thank your former employee to the public.

 

That's exactly how it happened. Nothing I said or did made any difference to her demeanour. I directed her to the cashiers office but she made no attempt to hand them her details. I explained she needed to contact the bank, yet she felt put out by having to contact her own bank as that would take time out of her stressful day. I get your point about rationality. However, her leaving gambit suggested she was totally rational.

I've learnt my lesson though mate.

 

I was always kept away from customers. Maybe it was my "Do I look like a f**king people person?" T-shirt.

 

The Cash Machine 'owner' will be paying the hospital for the privilege of having their cash machine on their premises.
The Hospital should have a named person responsible for checking the machine - e.g. if it was smashed up that person would contact the bank.
And any problem with the machine should be directed to that person/department.

The person who didn't get her money should have contacted the bank direct.

I'm with SD on this one - if he agreed to look out for the money and records show the machine had paid out, the money had gone awol then he'd be questioned.

 

He only had to take her details. That's not taking responsibility for any money.
Usually if the money is not dispensed it either isnt there or gets swallowed back into the machine and the bank can account for that.

 

Customer service is so insincere.

 

I totally agree but I always appreciate genuine helpfulness.

 

I finished with customer service jobs a few years ago because of it. I worked in the recycling bit of my place just moving cardboard ready to be offloaded. I told them to collect the cardboard with the least amount in it as we work through one bay at a time. He just did the complete opposite and I shouted him not that bay and he stuck 2s up at me and then I told him to get out of his truck ye bald fooker. Reason why we do this working from 1 bay at a time is to check weigh amount of recycling we've processed on a daily basis. Now I'm back in the factory as I asked to he moved a bit ago. Its awful but not as bad as dealing with some folks.

 

The lady could have phoned the bank and straight away to find out if the money had been taken from her account.

I'd have done exactly the same thing in SD'd position - I would not have taken the lady's details but done what SD did which was to give her a form to fill in.