We shifted strategies this year. Some newer employees request not to be at guest services because they aren't comfortable. AP objected to some at SCO, but the reply was everyone has to learn.
This happened with cutting hours. Seasonal employees weren't trained beyond cashier. Even if someone isn't great at service desk, it makes them better cashiers.
Takes a fresh attitude and lower expectations to make this work.
I personally think it's been a smart move. The old way made people territorial.
You're right about the territorial observation. My store has a fleet of veteran GSTMs who are quite competent, but also think they own the workcenter, down to claiming (insert register number here) as "theirs." (No. Sign off between transactions so you don't get dinged for someone else's error? Sure. If we have a line to the front door, though, I am not here for you berating someone who answered your request for help for being on "your" register.) While they know the processes and policies like the back of their hands, they aren't so great at sharing that knowledge with others because they "own" the desk and want it to stay that way. They feel threatened by new people. They may regret making me SEA again because when we had The Talk, I had a lot to say about the attitudes at GS, not just toward other TMs, but toward guests. (Yes, we need to stop scammers and yes, we need to deny things/enforce policies, knowing someone may come behind us and override it. We are also not AP. That ownership squad treats people with simple, legit returns like criminals. AP, in my experience, might be nicer.)
I think at least attempting global front end training makes for better cashiers/a stronger front end in general. Once I became a GSTM, on the rare occasions I pulled cashier duty I knew better what
not to do (don't scan the grey Threshold towel twice when the second one is blue, for example), and what I could do (not send Carol to GS with her 50-cent coupon, but fix it for her at the register). GS-trained cashiers also know policies (i.e. coupons) better. (Yes, they should as cashiers without the benefit of GS training. Do they always? That depends on who trains them. With the paper-thin front end staffing levels, they may not win the trainer lottery. Because of that, I think at least attempting GS training is a good idea. Same applies to SCO. It gives you a sharper eye for things like ticket-switching.)
And to address the original question: because Target is a "yes-person" company, from the C-suite to the Service Desk. We're instructed to attempt every return, and I do that, but I don't always like it.
) it. Shit will be in order as best as I can keep it. Reshop will be sorted. Labels will be put on. CRC/Salvage will be boxed up. Drive Ups will be taken to a special location up front (get it out of the hold location as soon as the first honk on the Zebra hits) so whatever poor sap (including myself) has to run out like a dumbass yelling over the walkie, "LOD, I GOT THAT DRIVE UP!" to make that 2-minute goal. GiftCards/Merch Return cards will be stocked at each GS register.
