I have recently been assigned to work picklist/clicklist and it's easy to do, but as I was getting an order a customer asked where something was. I told her the aisle and she said it wasnt there, and I told her that if wasnt there, we were out. She wasnt satisfied and wanted me to look in the bac k room. I had someone else do it, and she got mad and left. I just dismissed it from.my mind until.our PIC said I am supposed to stop and quickly help other customers then go back to the order. Am I supposed to do this?
While I never worked Picklist, personally, if you're on the floor I would assume they would want you to prioritize the customer right in front of you if you're able to. I feel like it's an "ask the manager" situation to clarify how they would want you to handle it.
That being said I still think the customer should come first as you can always come back to picklist.
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Would you like fries with th... I mean, your milk in a bag?
I have recently been assigned to work picklist/clicklist and it's easy to do, but as I was getting an order a customer asked where something was. I told her the aisle and she said it wasnt there, and I told her that if wasnt there, we were out. She wasnt satisfied and wanted me to look in the bac k room. I had someone else do it, and she got mad and left. I just dismissed it from.my mind until.our PIC said I am supposed to stop and quickly help other customers then go back to the order. Am I supposed to do this?
What position did you have before this? Would you just tell a customer where something was and or actually walk and show the customer where the item is? In reality, the instructions they tell selectors in slightly double talk, they tell you to focus on selecting and go fast, but then then be "customer focused" and help customers in the aisles. In reality, you just need to pick as fast as you can, and help people along the way. If customers only knew, the backroom isn't a magical place and most times never has what is OOS on a shelf, it only has 'bulk' and pallets of 'push' items.
I have recently been assigned to work picklist/clicklist and it's easy to do, but as I was getting an order a customer asked where something was. I told her the aisle and she said it wasnt there, and I told her that if wasnt there, we were out. She wasnt satisfied and wanted me to look in the bac k room. I had someone else do it, and she got mad and left. I just dismissed it from.my mind until.our PIC said I am supposed to stop and quickly help other customers then go back to the order. Am I supposed to do this?
What position did you have before this? Would you just tell a customer where something was and or actually walk and show the customer where the item is? In reality, the instructions they tell selectors in slightly double talk, they tell you to focus on selecting and go fast, but then then be "customer focused" and help customers in the aisles. In reality, you just need to pick as fast as you can, and help people along the way. If customers only knew, the backroom isn't a magical place and most times never has what is OOS on a shelf, it only has 'bulk' and pallets of 'push' items.
Out of the six years I worked at Kroger I think there was only maybe two or three times that "checking in the back" actually got someone their product.
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Would you like fries with th... I mean, your milk in a bag?
I have recently been assigned to work picklist/clicklist and it's easy to do, but as I was getting an order a customer asked where something was. I told her the aisle and she said it wasnt there, and I told her that if wasnt there, we were out. She wasnt satisfied and wanted me to look in the bac k room. I had someone else do it, and she got mad and left. I just dismissed it from.my mind until.our PIC said I am supposed to stop and quickly help other customers then go back to the order. Am I supposed to do this?
What position did you have before this? Would you just tell a customer where something was and or actually walk and show the customer where the item is? In reality, the instructions they tell selectors in slightly double talk, they tell you to focus on selecting and go fast, but then then be "customer focused" and help customers in the aisles. In reality, you just need to pick as fast as you can, and help people along the way. If customers only knew, the backroom isn't a magical place and most times never has what is OOS on a shelf, it only has 'bulk' and pallets of 'push' items.
Out of the six years I worked at Kroger I think there was only maybe two or three times that "checking in the back" actually got someone their product.
10 years ago, there might have been a chance of extra items in the back. Now the company is really working the "just in time" method and only wants 1.5 days of stock on the shelf. Before CAO was ordering to fill the shelf full, now its ordering to simple restock what was sold and the expected additional sales.
I worked picklist/clicklist and yes, we do get timed, but what I do is wear my jacket over my picklist shirt. Keep it zipped up and do my shopping. It doesnt work as much anymore now because customers put two and two together and figured out that I work there. So putting something over your picklist shirt (if you have one) will NOT work long. Customers instore shopping do not give a rats @as if you are shopping for someone else. And no, telling them we are out sometimes does NOT work.
I personally prefer my stocking duties. Click list is easy, and theboeder is prepaid, but stopping mid order gets annoying. Especially if the customer will not take your word and say we are out of an item, forcing you to stop and look in the back. Meanwhile, the order you are.doing on picklist sits and waits.
Dunno if I have it today, but if I do. Im.focusing solely on my picklist order.
