This story was originally posted on: April 23, 2010
Around a month ago, the Wal-Mart where I work, put up these little laminated signs on a part of the register that is constantly in the cashier's line of sight when they're facing the keyboard. On this sign are 3 new "phrases" we're supposed to actually say to a customer during the transaction.
--Did you find everything you were looking for?
--It was my pleasure to serve you.
--We look forward to seeing you again.
At first we were told that these were just there for those who don't normally engage and interact with the customer, so they'd have something to say.
From the instant I saw them, I balked, because there was no way in hell I was going to actually say any of them to the customer, as it set me up for the customer to get an attitude with me, and me not be able to say anything back. The second one would make it waaaay too easy for a CCOM (Creepy Crusty Old Man) to make some perverted joke at me.
Two weeks ago, corporate decided they should become mandatory. Our store manager even decided to use one of the registers to do a test run with each cashier to make sure they were using them.
Let's just say my turn didn't go so well. He wasn't happy to hear that the customers thought they sounded too scripted, and that I blatantly refused to use the second one because I didn't want my Irish temper to get crossed with a CCOM. One lady told me if she wanted to talk to a robot she'd go through the self checkout.
Thankfully I went to 3rd shift not long ago, and our CSM has said "Until I hear it from him personally that the phrases are mandatory, I'm not making you guys use them."
And erm, considering how little our store manager is actually "available", there are better chances of getting ice water in hell first.