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Post Info TOPIC: New Cashier: No-one answers my page!!!


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New Cashier: No-one answers my page!!!
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 I'm a new-ish cashier, and I have a couple of questions:

1. I've had approximately 25 hours so far on the register, and about every third transaction I have a problem that requires me to call for help--customers fussing over prices, register stuff I don't know how to do, etc.  I was told not to leave my line in search of help when this happens, but to page Customer Service to my register.  But NOBODY COMES.  Other, more experienced cashiers walk right by. I stand there, paging over and over, the customer gets upset, the customers waiting in line get angry, and NOBODY COMES.  What am I supposed to do?

2.  I feel I'm not picking it up as quickly as I should.  I had very little training on the actual register; I make a lot of mistakes, and have to ask for help a lot.  I'm getting no feedback about how I'm doing, and I'm frustrated and flustered all the time.  Should I ask NOW if I could transfer to another department, or should I wait til they pounce on me out of the blue, drag me off and tell me I'm not working out? 

3. I got scolded for allowing a customer to come through my express lane with about 40-50 items.  Am I actually supposed to shoo them away, and make them load their cart back up??

Thanks in advance for any advice you could give me.



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Anonymous

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If you need help, call for a supervisor.  I would get off the front end as soon as possible.  As far as customers coming through an express lane with more than 15 items, never turn away a customer.  If they're just looking to see if you're open, you can tell them it's an express lane.  However, if they come through anyway, you have to take them.



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Just keep calling. What I did when I was a courtesy and we needed assistance I did this:

We need checker assistance up front please

We need checker assistance up front please 2nd call

We need checker assistance up front please 3rd call

We need checker assistance up front please 4th call

And so on. By the time I got up to the 5th or 6th call someone FINALLY came up with the soul purpose if bitching me out after they helped get the lines down. I told them politely where to put their "bitching" and for my efforts, was called to the office and spoken to (warned).

If you can't be bothered to come up front when asked (only exception to not having to come up is break, before or after your shift, lunch, helping a customer, cleaning a Spill), then you have NO right to bitch about que vision



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How about NO?!?

 

Anonymous

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That happens at my store too.  The office gals are usually too busy chatting amongst themselves to be bothered with doing their job.  If they don't come in a reasonable amount of time, page them again and again until they do come to help.  Make sure you are paging in a loud and clear voice. 



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Anonymous

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mega-kitteh wrote:

Just keep calling. What I did when I was a courtesy and we needed assistance I did this:

We need checker assistance up front please

We need checker assistance up front please 2nd call

We need checker assistance up front please 3rd call

We need checker assistance up front please 4th call

And so on. By the time I got up to the 5th or 6th call someone FINALLY came up with the soul purpose if bitching me out after they helped get the lines down. I told them politely where to put their "bitching" and for my efforts, was called to the office and spoken to (warned).

If you can't be bothered to come up front when asked (only exception to not having to come up is break, before or after your shift, lunch, helping a customer, cleaning a Spill), then you have NO right to bitch about que vision


Your store is a failure if a bagger has to call for help. It should be the supervisor, and then mgmt picks out who to call from there. 



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Anonymous

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1. i always leave my lane, or at least get a bagger to get someone. there's usually help all around up front for our store.
2. that happens. for the first 3 months i hated being on register b/c i thought i was so slow. it gets better.
3. ive never gotten scolded but i always tell people it's an express lane and the bigger lanes are more suited for your needs or some **** like that.. most ppl know its express they just don't want to wait in line even tho going express makes their time even longer

 



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Right after you clock in, look on the schedule for the day to see who is working.  If you just page for help, everyone will just assume someone else is helping.  (They will ignore you)  Repeat the page twice.  Say "Becky to register 2 for an override please, Becky to register 2.

 

Try getting to know one of the cashiers on your schedule who is on the register in front of you or behind you.  Butter her up.  Tell her you hope you can be as good a cashier as she is.  Ask her if she would mind helping you since she is so good, quick, etc.

   



-- Edited by Ms White on Sunday 20th of July 2014 07:03:13 PM

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1. Keep paging until someone comes. You can also ask the bagger to go get someone from CS.
2. That's normal. I've been a cashier for a month and I asked a lot of questions in the beginning. I still ask a lot of questions.
3. You're never supposed to turn customers away. Ever. Even in the express lane. Let them go through and then gently remind them to look up at the light next time and they'll never do it again. If you deny a customer, you could lose your job.

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Ms White wrote:

Right after you clock in, look on the schedule for the day to see who is working.  If you just page for help, everyone will just assume someone else is helping.  (They will ignore you)  Repeat the page twice.  Say "Becky to register 2 for an override please, Becky to register 2.

 

Try getting to know one of the cashiers on your schedule who is on the register in front of you or behind you.  Butter her up.  Tell her you hope you can be as good a cashier as she is.  Ask her if she would mind helping you since she is so good, quick, etc.

   



-- Edited by Ms White on Sunday 20th of July 2014 07:03:13 PM


 I agree. I'm gonna suggest it to management, see where it goes. That way if we call the checker by name, then they have no choice to come up and help. The only exception would be on break, lunch, before or after their shift.



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How about NO?!?

 

Anonymous

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you should always know who is running your floor and, even if they're not, who your supervisors are because the floor person or may be busy and you may still need help or an override.  don't be afraid to ask cashiers around you for help.

there's few cashier behaviors that annoy me more than one calling my name while i'm at the desk with a customer and they are totally ignoring their floor supervisor who is just standing around at the back of the lanes, free and ready to help. 

you can also pick up the damn phone and call the desk instead of yelling 50 feet across a busy floor.  that's not a good look for customers.  sorry we have a very need cashier who has been coached over and over and over and told repeatedly to just call yet insists on either yelling or just giving a silent evil stare, arms crossed, until someone notices she needs help.  it's just ridiculous then she complains about the help she does get.

learn when you need really overrides and when you can fix things yourself.  that can vary by store.  if you need wic help, get it. we don't want vouchers returned with no payment and taking a loss. 



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Anonymous

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You are trying WAY too hard for your position. You will learn.



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Member

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Thank you. :)

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Anonymous

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Don't the customers behind the person with the 40-50 items say anything?? I'm not a cashier at Kroger (work in the pharmacy) but was one at another grocery store, and angry customers would tell ME to turn away a person with more than 15 items in the express lane. I would let them in if it wasn't busy, but I'm sure customers would have yelled at me if I was ringing up that big an order if busy.



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Anonymous

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Anonymous wrote:

Don't the customers behind the person with the 40-50 items say anything?? I'm not a cashier at Kroger (work in the pharmacy) but was one at another grocery store, and angry customers would tell ME to turn away a person with more than 15 items in the express lane. I would let them in if it wasn't busy, but I'm sure customers would have yelled at me if I was ringing up that big an order if busy.


 Well you could get written up for refusing a customer. So hopefully that somehow played into your decision-making. A manager is more likely to forgive you for helping another customer (even though that made a SEPARATE customer angry) then they would be if you told the lady to go to a big register. Besides, the customer with the bigger order is probably going to end up paying more money, which, unsurprisingly, makes them a more valuable customer to Kroger. At least for that visit.*



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Anonymous wrote:

Anonymous wrote:

Don't the customers behind the person with the 40-50 items say anything?? I'm not a cashier at Kroger (work in the pharmacy) but was one at another grocery store, and angry customers would tell ME to turn away a person with more than 15 items in the express lane. I would let them in if it wasn't busy, but I'm sure customers would have yelled at me if I was ringing up that big an order if busy.


Well you could get written up for refusing a customer. So hopefully that somehow played into your decision-making. A manager is more likely to forgive you for helping another customer (even though that made a SEPARATE customer angry) then they would be if you told the lady to go to a big register. Besides, the customer with the bigger order is probably going to end up paying more money, which, unsurprisingly, makes them a more valuable customer to Kroger. At least for that visit.*


Maybe you can be written up for turning away a customer with a large order from the express lanes, but that's exactly what cashiers here are told to do, and mgmt is at least smart enough to back us up on this particular issue.

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We had an OSAT comment yesterday about how someone went through the express lane with a full cart of groceries that was totaled at $149.

I've heard some people on here say that some managers say never to refuse a customer through your line. I'm not sure if my store does that or not, but who does that? A cart full of groceries does not equal 15 items or less. lol

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4hourrush wrote:

We had an OSAT comment yesterday about how someone went through the express lane with a full cart of groceries that was totaled at $149.

I've heard some people on here say that some managers say never to refuse a customer through your line. I'm not sure if my store does that or not, but who does that? A cart full of groceries does not equal 15 items or less. lol


 

We haven't had our OSAT publicly posted for people to read in about two weeks. It makes me wonder just how bad the remarks have been. Or maybe customers just haven't been around to care on the online survey.



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Kroger sucks.

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