From: howdHol@yaooho.com   
      
   Roger House <61rroger@gmail.com> wrote:   
      
   > ...except that I can't say this stuff directly TO the customers.  I   
   > work at a Kroger store that has a fuel island/center, I work at/in   
   > said fuel center.   
      
   I can understand how some of this can be annoying. But I think there is   
   a lot of ire that ought to be shifted back to Kroger management.   
      
   When one customer doesn't understand how to handle a situation, you can   
   write that off as a customer problem. But if many are having the same   
   issues over and over, and it's driving employees crazy, there comes a   
   time when managment needs to step in and figure out how to deal with it.   
      
   It may be an issue of signage, better customer interfaces on devices,   
   and so on. Or it may come down to simply figuring out better scripts for   
   employee-customer interactions, so employees are better equipped for   
   guiding confused customers through the process, and better prepared with   
   standard verbiage that heads off problems and confrontations.   
      
   Good retailers take the process of training customers seriously, and   
   understand that businesses with a lot of repeat customers (like Kroger)   
   benefit enormously from making the sales process easy. If it's not   
   immediately obvious to customers that they can't just ask for 10 gallons   
   of gas, then Kroger should think harder about teaching them what they   
   can ask for.   
      
   Realistically there is no way Kroger can get 100% of the world to   
   understand its methods, but even incremental fixes can mean a lot in   
   terms of generating repeat business and avoiding lost sales.   
      
   The fact that you're bringing this here instead of feeling like it's   
   something you can tell management suggests to me that Kroger's   
   management isn't good at recognizing these kinds of problems, though.   
      
   --- SoupGate-Win32 v1.05   
    * Origin: you cannot sedate... all the things you hate (1:229/2)