Customer service is the biggest thing in retail now, and when I went through training at my job (Sally Beauty Supply), they told us we were supposed to do anything we could to make a customer happy. The only think we can NOT do is give a refund if there is no receipt for the transaction. We can do an exchange, but no refund- very understandable, and I think that's the way it is at most places.
Anyways, this lady comes into the store one day and I'm working by myself. She brings back this bottle of tea shampoo and said she wanted tea TREE shampoo. Not a huge difference, but it was a little difference. Anyways, she says she doesn't have her receipt, so I calmly and very kindly inform her that if there was ANYTHING she needed in the store I would be more than happy to exchange it, but I could not give a refund. This item costs, at the most, $4. Granted, that's not a lot of money, but I risk my job if I break this rule. The woman absolutely FLIPPED OUT. She asked to see my manager and when she found out my manager wasn't in she lost it. She had her little 4 year old daughter with her, who I knew by name because they had been in the store so often, so it kind of surprised me that she would act this way in front of her child. The woman screamed at me and cussed me out for nearly 10 minutes before someone else came in the store and the way they looked at her embarrassed her enough to leave.
The clincher? She STILL comes back and bitches about that bottle of shampoo I wouldn't take back. ARGH!!
