Who answers the phones in your store?

gsa4lyfe

Always here
Joined
Jul 31, 2017
Messages
2,492
If GS was constantly being paged to answer phone calls, then the FRO wasn't doing their job. Four out of five GS questions don't require GS knowledge - such as basic returns like no receipt/cash payment, return policies, hold policies, coupons or cartwheel after leaving the store, reassuring people that GS is open until store close, hours for FA/Starbucks and no that damn unicorn frappuccino is not available, and no you can't return your air mattress for money back and I'm sorry yours has a manufacturing defect but we'll be glad to exchange it only.
Exactly
 

happygoth

reshop till I drop
Joined
Apr 17, 2019
Messages
853
If GS was constantly being paged to answer phone calls, then the FRO wasn't doing their job. Four out of five GS questions don't require GS knowledge - such as basic returns like no receipt/cash payment, return policies, hold policies, coupons or cartwheel after leaving the store, reassuring people that GS is open until store close, hours for FA/Starbucks and no that damn unicorn frappuccino is not available, and no you can't return your air mattress for money back and I'm sorry yours has a manufacturing defect but we'll be glad to exchange it only.
At my store the Fitting Room Attendant was not expected to stay at the counter, at least not since I was hired, even before the position was eliminated. Softlines TMs took turns answering a portable phone, then later the Zebra. Nobody used the regular phone system, except to do the closing announcements.

Also, I would have no idea whether a Unicorn Frappuccino was available so that call would be passed off quickly. If anyone was expecting me to seek out answers over the radio and wait for someone to get back to me instead of passing the call to the proper party, they were sorely disappointed. Ain't no one got time for that.
 
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Tessa120

I escaped the asylum!
Joined
Mar 17, 2017
Messages
3,292
I didn't stay at the counter and I used a handheld and later a zebra. Put the stupid phone on the table you are folding, so it's easy and quick to grab when it rings. Hold the phone to your ear while carrying hanging clothes with the other hand. Other tricks too.
 

REDcardJJ

Service and Engagement TL
Joined
Sep 18, 2017
Messages
2,219
we've had fourth call backs happen (even a FIFTH call back at one point) because nobody on GM will pick up a call that's parked, let alone answer it before it rolls over to the guest services phone

we used to do it where team members who were logged in to the phone didn't have to backup cashier, but now we don't call backups anymore so no one cares about the phone
 

happygoth

reshop till I drop
Joined
Apr 17, 2019
Messages
853
I didn't stay at the counter and I used a handheld and later a zebra. Put the stupid phone on the table you are folding, so it's easy and quick to grab when it rings. Hold the phone to your ear while carrying hanging clothes with the other hand. Other tricks too.
We knew how to answer a phone, I answered it all the time. But I wasn't going to call on the radio and ask questions of other TMs because that usually lead to follow-ups and then I'm on the phone for 10 minutes trying to help a guest with questions meant for another department. I learned that very fast. What I'm saying is, if a guest had a question that was for something other than Softlines, I passed it off. If you didn't, more power to you, but I was not going to stay on the line a second longer than I had to, and that includes questions for Guest Services. Things like straightforward returns and forgotten bags were easy, other than that, I passed them off. I may have had to answer the phone, but that doesn't mean I had to field questions from everyone who called. I was an "operator" and I patched the calls through to the proper departments.
 
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Tessa120

I escaped the asylum!
Joined
Mar 17, 2017
Messages
3,292
A lot of questions were faster to answer than to try and get another department. Near the end of the existence of the FRO I even had leadership get on the walkie on a regular basis telling me to use the zebra to answer the questions rather than get another department to pick up. One day I even had to justify why I was trying to get hardlines on the phone when the quantity was 1 in my work. So obviously answering questions was part of the role.

One rare shift I wasn't FRO, that whole shift I'd hear the operator tell GS to pick up and then a few minutes later GS say "Operator go to 2" all night, because the FRO was sending calls to them that should have gone to hardlines/electronics/market or were simple enough to be answered by the FRO.
 

DBZ

Joined
Dec 9, 2018
Messages
217
Everyone. That’s the point of the zebra. The operator phone should barely ever ring
Thank you for that reminder. If my phone starts ringing off the hook again, I'll ask a TL to remind the floor to log into their phones. I seem to forget that I don't have to look up and see if XYZ is in stock. There are other people who know what is on the floor better that I do (or the zebra LOL)
 
Joined
May 4, 2019
Messages
5
No one but TLs/ETls for the most part. Even my backroom TL let's the phone ring until he gets annoyed since no one picks up.
 
Joined
Nov 14, 2013
Messages
6,261
Your point makes a lot of sense, but I don't think that's been happening in our store. In our store, all calls come to the service desk, except after hours when calls are routed to the LOD. ASANTS?
No they shouldn't. Everyone basically save for SFS and a few others should be answering the damn phones.. Cause the guest has the option to pick what area they think they need. The phone in theory should not ring much, but getting these people to log into the phone is worse than pulling teeth.. Bitch at the LOD so they put out a call that people should be logged into the zebra on the phone app.
 
Joined
Sep 1, 2019
Messages
11
I agree nobody in my store want to stay logged into the phone but they always want us to do their research shop and defects at guest service. We shouldn’t have to do everything for them when they have time to help guest as well Target supposed to be all about the guest not about pushing all the work on to guest service.
 
Joined
May 13, 2019
Messages
117
Guest service does and they are sick of it so much so that they started to get frustrated while answering it!!!!
 
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