So the next question in the lady wanting a gift card is do all the customers behind her get one too? After all the associates were all trying to solve her issue making others wait. My thought is she waited her turn and people were called in to help and she had their full attention. I do not warrant a gift card for my wait. Personally, I would have never asked for a gift card because staff was trying hard to fix the problem. Should the person behind me receive a gift card because they had to wait for an associate to go in the back to get my layaway? Who's time was more valuable? Everyone's time is valuable!
I go to salon to by hair products. Sometimes the stylist tells the person in the chair to wait while they ring me out other times I am told to wait while they finish the person in the chair. Because one of us has to wait shouldn't we get a gift card? Going into any business means you may have a wait of some sort.
As far as training, those who have worked customer service know you learn a lot in the first day of training. The most common transactions are drilled in and you have no issues handling them. You perform them day in and out. Odd issues are brought up in training but if you rarely have to deal with them you do need help.
I agree 100% with this! Life happens and sometimes its takes longer than you expect to get something done. It sounds to me like the associates were trying as hard as they could to fix her issue, rather than just standing around doing nothing, or telling hte customer sorry, we don't know so we can't help you.
I've also had the same experience in my hair salon; sometimes he'll be cutting my hair, and is the ONLY one there, and the phone rings. so he has to stop adn answer it. no biggie.
I also work in retail, so maybe this colors my opinion, but there are a lot of entitled people out there, who demand compensation for the tiniest inconveniences. Which, if I'm working to solve, sorry, you don't get. I'm not authorized anyway to give anything to customers. But if there is a legitimate reason, i will do everything I can for the customers. For example, i had one customer return something as it was either defective, or the wrong item, or something of that nature. Normally, if they return an online purchase, we don't refund the shipping. but in this case, and it was unusual, but i dont' recall the detials, i felt since it was OUR error, her shipping should be refunded, and she should not be charged any on her re-order. CS agreed with me, and the customer was happy.
And on the training issue, yes, i was trained on certain register functions, sales, returns, etc. but every now and then I get something I haven't seen in a while, or at all ever, and I need to ask someone how to do it corerctly. It doesn't mean I don't know how to do my job, but if its somehting I did once two years ago, chances are, I won't remember how.