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Author Topic: Customer's Experience Rant Dustin Mitchell Phenomenal Film Handler Posts: 1865 From: Mondovi, WI, USA Registered: Mar 2000 posted 02-05-2007 10:04 AM                     Many POS systems print the tickets such that the customer/theatre halves of the ticket are different. With Carmike's IQ 2000, in order to give a cash refund you need the referrence number off of the customers half of the ticket, it isn't on the theatre half. That being said I can't imagine a chain would make policy so infexible that you could never give someone their money back if they didn't have their stub. This should be a rare occurance so I can't see how the concerns about theivery would be valid.  |  IP: Logged Bobby Henderson "Ask me about Trajan." Posts: 10973 From: Lawton, OK, USA Registered: Apr 2001 posted 02-05-2007 11:52 AM                     If a staffer needed any customer halves of a ticket, just check in the auditorium. I'm sure there's lots of them on the floor, dropped there along with up-ended buckets of popcorn, soda cups, etc.  |  IP: Logged Mark Hajducki Jedi Master Film Handler Posts: 500 From: Edinburgh, UK Registered: May 2003 posted 02-12-2007 08:54 AM                     quote: Dave Macaulay "Where are your tickets?" she asked. "I guess they're in the theatre. Why don't customers keep the tickets on them? If they travel by train do they bin the ticket at the first avaliable opportunity?  |  IP: Logged Jack Ondracek Film God Posts: 2348 From: Port Orchard, WA, USA Registered: Oct 2002 posted 02-12-2007 10:27 AM                        quote: Mark Hajducki Why don't customers keep the tickets on them? If they travel by train do they bin the ticket at the first avaliable opportunity? That is an interesting observation. The customer always seems to have his ticket... UNLESS there's a situation where having his stub would solve the problem at hand. It would seem that putting your half of the stub in your pocket would be the natural thing to do, but maybe not. At the drive-in, the excuse is usually "I threw it away". Curiously, we rarely find a ticket on the ground out here!  |  IP: Logged Frank Dubrois Jedi Master Film Handler Posts: 896 From: Cleveland, OH Registered: Mar 2005 posted 02-12-2007 11:36 AM                    Just my 2 cents here...We try to make the cutomer happy no matter what. It is against polizy to issue a refund, however, on certain curcumstances, it has been done as not to create any bad blood. If a customer can come out and calmly state his issue to me, tell me what he feels is a reasonable solution, I have no problem refunding his money and maybe giving him passes for his trouble. If he starts to yell at me, raise his voice, call our employees or me names, then he loses all priviledges with me. I don't yell at my staff or customers, and I expect the same in return. In this case, the sqeakiest wheel never gets grease. I just don;t think its too much to ask that customers act like human beings when making a complaint...stomping your feet and making a prize horses ass of yourself in public gets you no where.  |  IP: Logged Anslem Rayburn Master Film Handler Posts: 476 From: Yuma, AZ, USA Registered: May 2002 posted 02-12-2007 04:14 PM                     I can't even imagine asking for a refund without my tickets. You can't get a refund at a store if you don't return the merchandise, so what makes a theater different? If you refunded someone's money without a ticket, what keeps them from sending someone else up with the stubs to get another refund or from re-entering an auditorium with said stubs? Plus, I would hate for staff to think it was okay to fish ticket stubs out of the trash or off the floor to use for a refund. Once a customer is abusive or offensive to me or anyone on my staff, they will get nothing from me. I treat them with respect, and I expect the same in return. As soon as they are disrespectful, I end the conversation and they are asked to leave. I just had someone storm out of the building 2 weeks ago because I wouldn't give him a refund. Of course, he had no tickets and no receipt, he said his wife had them at home as she had to go because she was feeling ill. I explained that if he brought in the tickets, we would gladly reimburse him, but that without the tickets, there was nothing that I could do. He got mad and left. His wife returned the next day and apologized and she was issued a refund.  |  IP: Logged

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