Archived Refusing Service

[Coqui]

What's Target's policy when it comes to refusing service to a guest that is being disrespectful to Team Memebers everytime they come in?

 

[RetailWorld]

Gotta get ETL-AP and the STL involved. A simple "being rude" isn't going to cut it though. Dealing with assholes is just kinda the job. But if it's getting to the point of being harassment, they can be asked not to return.

 

[Kartman]

Remember! If you really wanna piss them off, just smile and be super polite and courteous. That drives asshole crazy!!!

They wanna see you get mad and upset... don't feed a troll!

 

[redeye58]

Too late.....

 

[buliSBI]

What's Target's policy when it comes to refusing service to a guest that is being disrespectful to Team Memebers everytime they come in?

Contact chain of command. TMs have no privileges to refuse service. Only the LOD and AP have to the privilege to escort or refuse a guest service. Its all about defusing the situation with a smile. But if a cashier has a rude guest, its better to get them out quick or have the GSTL deal with the situation.

If its to the point where a guest is a clear danger to the store, call AP and LOD.

 

[NitroKing2110]

TMs have no privileges to refuse service.

There is an exception to this. In photo lab stores, a trained photo TM is allowed to refuse to process an image that they believe either:
- Is copyrighted
- Contains child pornography
If the guest returns before the LOD can look at the picture then (from how I understand the operations manual) the TM can simply not include that photo with the order.
However these situations have to be reported to the LOD.

In all other situations however, it's up to the LOD or AP.

 

[buliSBI]

I have to examine for that contraband crap all the time.

 

[60SecondsRemaining]

As a Sr tl, I frequently removed guests from the store for being disrespectful to my tms.

It's really quite simple. As soon as a personal attack happened, I calmly explained we would no longer assist them at the store level, gave them the guest relations number, and asked them to leave. If they refused, I just called the police.

Afterwards, Id call guest relations and let them know what happened so they had it on record.

Edit: the cops don't give a shit about target policy. If you want someone gone and they won't leave, the cops will forcibly remove them if needed.

 

[Coqui]

As a Sr tl, I frequently removed guests from the store for being disrespectful to my tms.

It's really quite simple. As soon as a personal attack happened, I calmly explained we would no longer assist them at the store level, gave them the guest relations number, and asked them to leave. If they refused, I just called the police.

Afterwards, Id call guest relations and let them know what happened so they had it on record.

Edit: the cops don't give a shit about target policy. If you want someone gone and they won't leave, the cops will forcibly remove them if needed.

I'm a TL and I have one particular guest that is always rude to two of my TMs and makes it a point to make comments to them while they are working and I've addressed it to this person. What can I do beyond that since it continues?

 

[BusyBee]

Like they said, speak with your STL and AP. If they witness the guests behavior they can ask them to stop or leave. If the guest refuses the store will trespass the guest and they will no longer be allowed on store property. We did that recently with a guest, he wasn't rude but he'd come in every day get hopped up on cough syrup and hang out in Starbucks open to close. I didn't see him for a couple of days and today an ETL told me they trespassed him on my day off.

 

[60SecondsRemaining]

I'm a TL and I have one particular guest that is always rude to two of my TMs and makes it a point to make comments to them while they are working and I've addressed it to this person. What can I do beyond that since it continues?

As a TL, nothing. Talk to your AP/STL and ask to have the person removed from the store, or ask for permission to ask them to leave.

 

[desertcoyote]

I hope the TLs do something about it before the TMs start to complain. If I was being harassed by a guest and my supervisors wouldn't do anything to stop it I'm going to have some serious issues with TLs.

 

[judgemental]

at my store they allow the team members to refuse service to anyone that is disrespectful and rude.....

 

[CashierTM]

At my store, if a Guest is being rude or disrespectful, we are allowed to call over a GSA or GSTL to handle the Guest. We are paid to serve Guests, not get yelled at by them. That's what my ETL-HR said. She is awesome.

 

[Flabbergasted]

at my store they allow the team members to refuse service to anyone that is disrespectful and rude.....

That'll stop when one of those guests you've deemed "disrespectful and rude" has a phone call with corporate.

Sadly, the only time my store ever refuses service is when a guest is being threatening. We had a guy threaten to throw eggs at the GSTL because she wouldn't honor a fake price match for 69 cents. 69 cents for a dozen. In that instance, said GSTL refused further service and had the ETL-AP trespass the guy.

 

[TallAPGuy]

Wow, I guess my STL gives the TL's and AP a lot more leeway in dealing with ass holes than other stores. If a TL or AP witnesses a subject making personal coments about a team member, they just have to notify the LOD that we're asking them to leave the store (Unless it's the GE, who would sell the store to make "the guest happy").
If they continually return, I'll write up a security incident and work with my boss or the STL to hand them a pretty little trespass notice. Then the cops show up the next time they show up.

 

[On6]

We deal with assholes on a daily basis. We have no problem asking them to leave. Oh your going to call corporate? Go right ahead. ETL AP and STL both basically chewed out the last person from corporate that had a problem with us kicking someone out. We haven't had a issue with guest relations since.

 

[Flabbergasted]

We deal with assholes on a daily basis. We have no problem asking them to leave. Oh your going to call corporate? Go right ahead. ETL AP and STL both basically chewed out the last person from corporate that had a problem with us kicking someone out. We haven't had a issue with guest relations since.

Sadly this is not the norm. It may make its way up to the DTL (as it did in one case for our store), and your STL & ETL-AP will start backing down.

 

[On6]

Sadly this is not the norm. It may make its way up to the DTL (as it did in one case for our store), and your STL & ETL-AP will start backing down.

It helps that our DTL is a former AP guy. If we have documented reasons why we asked the person to leave it's never a problem.

 

[bikebryan]

My job gets me cursed, screamed and yelled at every day, all day. You wouldn't believe some of the names I've been called and I won't type them here as I am a civilized adult. We are not allowed to hang up on them. Generally I just turn down the volume and let them go until they get tired of waiting for me to respond and hang up on their own.

 

[CashierTM]

Some of the people who go through my lane are so rude that I don't even understand how they function...do they find enjoyment in life? That kind of attitude is so depressing and I hate to say this....but...if you're going to be rude from the get go, don't go through my lane. I'm not the type of person who will be insulted and treated like crap...I can only take so much. It takes so much willpower to put on a smile everyday when I have guests who are just so mean.

 

[Kartman]

I guess it's cuz I'm 6'2" and all sex appeal... but guests never give me a problem.

Most recognize my neck snapping skills...