15 May, 2018, 9:51 am
THE term cashier describes a person who primarily handles the cash register for traders and service providers. They are often one of the last people consumers see when it comes to paying for the goods and services.
Their roles involve charging the correct price for goods and service, respond to any price disparity (different price on the shelf as compared with what’s shown on the receipt) and issue receipts to consumers. Sometimes consumers also go to the cashier for refunds.
Given that their role requires constant consumer interaction, how they deal with consumers is of great importance. Cashiers can either influence repeat customers or force them to seek better services in other retail outlets or establishments.
The Council has received complaints against cashiers. The common issues include consumers being overcharged for a particular product or a cashier being unaware of the specials in place and entering old prices. There are also instances where cashiers erroneously input the wrong price or make the wrong number of swipes on the product being purchased. We had found traders making excuses such as “the cash register was not updated” or “there was a misprint on the display price”, and other lame excuses.
Moreover, a number of cases have been handled where poor customer service was of concern. When consumers resort to cashiers for assistance, they are misguided or spoken to rudely. Time and again it has been noted that a handful of cashiers, particularly those who are new to the system, are unaware of how to operate the systems and how to provide information to consumers.
The Council wishes to highlight that sometimes cashiers are the only shop representatives consumers communicate with and it is imperative that they be aware of the shop and its products. Responding with empathy and understanding a consumer is sometimes all that is needed. A cashier’s willingness to go the extra mile and assist unhappy and confused consumers is always commendable. Their ability to direct consumers to what they need and provide information on the items is a reflection of how well they understand their business.
Alternatively, consumers also have a responsibility when shopping or paying for a service. If prices are at odds with what one is normally accustomed to, it is always wise to seek clarification before
cashing products. It is equally important for consumers to keep their eyes on the cash register and check their receipts when shopping, particularly at supermarkets.
Consumers are always advised to verify labels and determine which price is set for a particular good or if verify price if the label is missing.