Complaints
It's too crowded! My three-year-old is being pushed around by all these school kids.
True or False: No one cares if I'm on my phone all day. Buzzfeed quizzes just get me.
False. Find out what type of taco you are on your own time, kids!
A customer is yelling at you for something that isn't your fault. So you start yelling back at them. Right or Wrong?
Wrong. Never yell. Don't lose your cool.
Timmy's grandpa is walking around looking very lost. He makes eye contact with you, but doesn't say anything. So, you continue on with your day.
Timmy's grandpa needs your help, even if he doesn't want to ask. It's pretty easy to tell when someone looks lost. Ask if you can help them with anything.
The bathrooms are disgusting. It looks like a hurricane went through there.
"I apologize. I will have our housekeeping staff clean these right away."
Can you wear shorts to work?
Yes, but don't get crazy. Make sure they are at least mid-thigh length, and not too tight.
A customer is being very unreasonable. You have to fight the urge to roll your eyes. Do you let the urge win?
You might not realize you're doing it. Be very conscious of your reactions to what the customer is saying. They are watching you very closely.
Darla is upset because she really wanted to see the Supercoolness show today. It said on our website we were doing it, but instead we are doing Dr. Watts. You apologize, but there's nothing else you can do. She walks away, clearly still upset.
Definitely apologize, but also offer alternative dates where we will be doing Supercoolness. If Darla can't make those dates, ask a supervisor and they may be able to offer another solution.
"My kids are 12 and 15. They are way too old for this place. We've been here for an hour and are already done with everything. We want our money back."
Apologize that they felt this way. Suggest some cool things they may have missed. Never offer a refund unless approved by a supervisor.
Johnny and his family come in with a groupon that's been expire for 5 years. What do you do?
Groupons never lose the value that was originally paid. So, they can put the expired groupon towards one ticket. Everyone else will have to pay normal price.
Macy's grandma wants to sign her up for summer camp, but wants to know if she can do 3 days of the week instead of 5. You're not too sure, but you tell her it's probably fine.
Wrong. If you don't know--ASK. Never guess. Often times your guess will be wrong, and the visitor has the wrong information.
It's a slow day, and not really much to do, so you're all just sitting around talking. A customer walks up, and you don't see them right away because you're too lost in the conversation. Once you see them, you're perfectly polite and courteous though, so it's fine.
Think about how things look from the customer's point of view. Seeing a bunch of employees sitting around talking can be considered rude and sometimes intimidating.
"One of your co-workers was just extremely rude to me. I asked a question and they completely ignored me." It wasn't you, so it's not your problem.
Always take responsibility. Even if it wasn't your fault or something you did. Apologize. Act like you care. Get to the bottom of what happened. Ask questions.
Marky Mark gets sick on his school trip and has to go home early. You feel bad, so you give him a free pass to come back another day.
Never give out a free pass without a supervisors approval. And never promise anything you know you can't give yourself.
It's pretty slow, so you and your co-worker are just hanging out at the desk, talking about your lives. You start talking about how crazy the party was on Saturday. So wild. It's fine, no one's around.
Someone is ALWAYS around. Even if it isn't little ears, even a supervisor or director could be around. Just because you can't see them, doesn't mean they can't hear you. Be mindful of what you say.
No. Never have a personal conversation with a co-worker while a customer is waiting on you. Customers should always have your full attention. It definitely looks rude from their point of view, even if you don't mean anything by it.
"My son was on a field trip and bought a plasma ball in the store. He came home and opened it and it was broken. We live 2 hours away."
Apologize. Offer to send a new one right away. Take their name and address. For an extra touch, address the package to the kid. It makes them feel special. Always check the item to make sure it isn't broken before you send a new one.
Philip is fed up with all the emails he's getting from us and wants to stop his membership immediately. Can he do that?
No. There are no refunds on memberships once they are already in use. Philip will have to finish out his year and then can choose not to renew.
Davey, a well-known member here, shows up, drops his bag on the counter, throws his membership card at you, and says nothing. You take it and check him in without a word, and you both move along with your day.
First, ask for ID. He may be annoyed with you, but he should be expecting it at this point. Also, even if he doesn't say anything, always say hello. Be courteous and kind. Tell him to have a good time, etc.
A mom on the field trip asks you if there's a private place she can go to pump. You tell her there's a family bathroom that she can use.