Descriptive Reflection on Interpersonal Communication Issue - Problem
A large part of being a good service personnel is to ensure customers are kept satisfied throughout their entire experience with us. Therefore, a clear protocol for communication is crucial to deliver good customer service. A recent interpersonal communication problem I encountered was during my time as a part time retail assistant.
It was a Saturday afternoon and as usual, weekends are the busiest and long queues were forming at the cashier. Every staff have been assigned to different duties and were occupied with their own. I was allocated to manage the cash register with another colleague. The worst thing one could receive during peak times is a phone call and that was when the phone rang. It was a call from a customer who previously made a reservation for a shirt and he notified that he would be collecting it later in the evening. As per request, I set aside the shirt and I informed my colleague about it.
As the customer arrived to pick up his shirt, it was nowhere to be found. I rummaged through the few clothes packaging but to no avail. I remembered vividly about reminding my colleague and she even nodded upon my request. As the customer was in a rush, I quickly confronted and questioned my colleague about it and to my dismay, she told me that it was sold to another customer. Not only was she not apologetic, she blatantly told me that it was not her problem. Her response towards the situation triggered me and I started reprimanding her. Thereafter, she complained to other part timers that I was being unreasonable.
If you were in my position, how would you have felt? Was there more that could have been done to mitigate this entire problem?
Dear Jessika,
ReplyDeleteThank you for your insightful sharing!
If I were in your position, I would have used more communication means to inform her. For example, sending her a text regarding it. This will act as a 'black&white' evidence that you have already done your due diligence. This way, she would not have been able to fault you.
Alternatively, a paper note could have been stuck onto the packaging of the clothing. This will remind your colleague to not take the reserved item.
I hope my comments have helped you in a way or another. Looking forward to reading your second blogpost!
Regards,
Min Wee
Dear Jessika,
ReplyDeleteThis is precisely the reason why I detest working in the retail scene. Jokes aside, if the same situation were to happen to me, I would definitely feel unjust in the sense that my colleague did not have my back which lead to a unsatisfied guest leaving the doors of the shop.
If I were in your shoes, I would have personally have went to reserve that particular shirt the guest requested and at the same time ask someone else to mend the cashier. In another situation where you are the only cashier on duty, I will trouble my colleague to bring the shirt to me and personally reserve the shirt at a corner with a note indicating that it is reserved.
With regards to you reprimanding you colleague after the incident, I would have done it differently objectively by talking it out nicely as the problem here lies in the situation and not the person. Ultimately, it is to find a solution to prevent the latter from happening. At the end of the day, I am certain that the message could be brought across with clearer intentions e.g double confirming. Hope this helps!
Cheers
Ivan
Dear Jessika,
ReplyDeleteI was in total shocked upon reading your reflection. If I have not read your post, I would never imagine such nasty act actually happens in this society. Imagine I was being put in your situation, I would have reacted the same way as well. Fortunately, i am blessed with the privilege to attend Career and Professional Development module in my school, and i had the opportunity to learn the correct way of dealing with such problem.
Firstly, I would have mentioned this reserved shirt to more than one colleague. Secondly, I would send a confirmation text to the colleague that kept the shirt. Most importantly, I would keep calm and refrain confrontational behaviour in front of the guest.
A final piece of advice I would like to give you is let bygones be bygones. Forgive and forget, and may you lead a happier life. Once again, I applaud your bravery for withstanding this ordeal.
Best regards,
Yong Jia