I had a most unfortunate and frustrating experience recently. I bought a new pair of sunglasses because I lost mine. I had searched for the lost pair for a week but to no avail. I picked up a new pair at the local mall sunglass shop.
Of course as soon as I got home I found the old pair. Perfect. Since I didn’t need two pairs, I headed back to the mall the next day to return the new one. That’s when things went south.
There was a single cashier on duty. When I arrived, there were only two other people in the store. The cashier began processing my return. She began having difficulty with the system as she processed the transaction. This is where things started going Antarctica south. It became very clear this poor cashier had been tossed alone on an island like Tom Hanks in Cast Away.
From here forward in the story, I’m going to highlight some customer service, training, and leadership suggestions and issues I hope you take away and use in your organization.