Customer Service Training In Needed at Kohls

Why be passive aggressive and try to under handedly sell her out on
here? I cannot understand how people can put on a fake pleasant
personality, but will backstab you in a heartbeat. I understand
rudeness and it is never condoned. What you are doing on here
outweighs it. Are you trying to fire her for not being nice enough? I
work in retail and kohls can stretch you to the max. If she was short
with you, it was an off day. Everyone gets t hem and you just cannot
paste on a plastic smile everyday to appease the customers that you
feel should be worshiped. By the way, I highly doubt she was as
terrible as you feel is worth this post. Just how bad can, "we cannot
take this" sound? Was brimstone spewing out her mouth and did she
curse you out so bad, telling you never to repeat that mistake again
or else?? Or Did you debate the coupon until she had to show you
evidence on why its not valid? Give me a break and you should know out
of all people. You work in retail yourself. lol

As a former Kohl's employee I can tell you that it was TERRIFYING to
have to tell a customer that a coupon was not valid. 80% of the time
they acted like it was my fault the coupon was not valid and the other
20% was courteous but still rather rude about it.

It's unfortunate that you had a bad experience with your cashier.
However, it seems that people cannot accept the fact that even
cashiers have off or bad days. Perhaps she was having a bad day, or
had an unpleasant experience with another customer prior to checking
you and your Mother out. I know this from experience. It was hard not
to have a poor\sour attitude after a customer THREW a kitchen aid
stand mixer at me when I would not give her the senior discount (when
she was only 35).

As a former cashier myself, I hated telling people they could not use
a coupon-it was like preparing yourself for battle, you never know how
the customer was going to react. I mean, how many angry letters are
on here about stores not taking coupons that were not valid for the
transaction? Maybe she was having a string of bad customers that day
or was not feeling good but could not go home.
Most companies require the cashier to give you a friendly greeting, be
pleasant, and thank you at the end of the transaction. I agree with
your complaint on that basis. I don't think her simply telling you
the coupon was not valid was rude-unless she snapped at you, or threw
the coupon back at you, which is not in your letter. Any of these
things could have been discussed with the Manager on duty at the time
of the transaction. Chances are more than 1 girl that works there
matches your description and may have been working at the same time.
Being a cashier is very repetitive work-you can only talk about the
weather so much in a given day...and you hear the same "funny" jokes
over and over (and over). If you want an interaction instead of a
transaction, you may have to start off the conversation yourself.

Am I the only person that doesn't care about cashiers acting
enthralled to have me checking out with them? I mean seriously, these
are mostly minimum wage or close to it employees. Most don't take
their job too seriously and are working through college or using
retail to supplement their income. It really doesn't bother me how
"nice" to me they are. Just as long as they are not flat out rude, I
am fine.

I've always found the people that think every store employee should
act like they are thrilled to see them, to sound very narcissistic.
Do I really need to feel that important that if someone simply doesn't
smile my way it's going to ruin my whole experience?

I have never had a bad experience at Kohls. My local one has very
helpful employees. Must have a good training team.

Last Christmas season I had a percent off coupon and I went and picked
out all this stuff and went to pay only to find out that the coupon
discount started the next day. The cashier looked at the expression on
my face and gave me the discount anyway and said "Merry Christmas!"

That is what customer service is about. If she had refused I would not
have raised my voice or made a scene since it was my fault for not
reading the dates. Since she gave me the discount she made me a happy
customer and I have not forgotten what she did that day.

1. It's all about the manager. Managers are key to training and
enforcing good customer service.

And when that doesn't work

2. Some people just don't GET it. I imagine them either bailing on
the service industry as soon as possible, or lasting forever and being
horror stories that we read about on sites like this (or, in the
future, that we'll get telepathically from our friends), in decades to
come.

I guess I am on the other end of the spectrum because the one thing I
hate with a passion is excessive perkiness and that big smile that
means nothing.

Also, I would not have found this cashier you speak of that gruff or
rude. I would have figured she had a bad day and probably tried to
make conversation like "I bet a lot of people did not notice the date
on the coupon and are trying to use these." or " It must be busier
with all these coupons Kohls is putting out lately."

Had she been really been more intense in her comment to you, I imagine
you would have included her name and the register number in the
complaint. This way the manager could know who should be reminded to
not allow their negativity to show thru to the customers.

I'd be the last person to suggest the tone in which "no, I cannot take
this" was said, because I'd probably get whacked up the side of the
head for doing so. But, perhaps the cashier's comment reflected was
she had mistakenly accepted an invalid coupon in the past, and she
didn't want to make that mistake again. It all depends how it was
said, and what else her manner was. It is hard to climb through the
internet and do that. You say she appeared "angry", which seems to
indicate something else may have been going on. Hopefully the cashier
didn't assume you were trying to pull a fast one.

As Nate suggested, a conversation with a manager might result in a
positive change and prevent a reoccurrence of this sort of thing. Or,
maybe this cashier simply isn't cut out for this job, and she'll just
keep irritating customers.

Everybody has bad days...
I think she could have been more friendly, but I don't see how she was
"directly" rude. She was only rude because of her absence of
politeness and bubbliness.
I think addressing this with the manager would be a good option
because s/he can tell her to lighten up.

i personally don't usually fault someone for not talking during a
transaction.

every time it's mentioned, i just think back to a story i read on
notalwaysright where a barista was scolded by her customer for not
smiling (hence a bad attitude). ... only for the barista to burst
into tears and say "My father died last night". (the customer looked
extremely embarrassed then)

So... I'll never be the one to scold a cashier for not being
talkative, cos I'd hate to be getting into a situation like that

... and frankly my mood's not always sweet and angelic all the time,
so i'd never demand a cashier (even if i felt they were service) to be
better than me. i can't help but think "they're human".


but that's me.

That's so unlike any employee I have ever encountered at Kohl's. If
that was her normal attitude, I doubt she'll last very long. Sorry
this happened to your mom. If you go back with the coupon, maybe you
can talk to the manager then. They might even deduct the ten dollars
from your bill. Remember to bring your receipt.