At his interview for a shop job, Neil was asked to inspect a returned jacket.
He checked the label, found signs of wear and refused a refund.
The manager said his answer was correct.
Then she handed him the jacket and his own receipt.
Neil asked for one more thing….
Neil bought two smart jackets on Thursday. On Friday, he wore the navy one to a job interview.
The job was at the same department store.
His wife said that seemed convenient.
Neil said it showed confidence in their products.
He left the paper tag tucked inside a pocket.
The manager, Mrs Bell, asked why he wanted to work in customer service.
Neil said he was patient, polite and very good at understanding a customer’s point of view.
She asked whether he could also understand the shop’s.
Naturally, he said.
They discussed the hours, the tills and dealing with people who arrived cross.
Neil said staying calm was important.
At the end, Mrs Bell suggested a practical test.
She gave him a jacket in a shopping bag.
A customer wants a refund. The receipt is here. What do you check?
Neil laid the jacket on the desk.
The shop’s own policy said unwanted clothing had to be unworn and have its tag attached.
He checked the cuffs.
A small crease ran across each elbow.
He checked the pocket.
There was a folded bus ticket inside.
He looked at the paper tag. It was loose.
Neil explained his findings.
The jacket had been worn. The tag had been removed. Under the shop’s policy, it could not be returned simply because the customer no longer wanted it.
Mrs Bell asked how he would explain that without upsetting the customer.
Neil said he would speak kindly but firmly.
He practised the sentence.
I’m afraid we can’t refund this item because it has been worn.
Mrs Bell nodded.
Good. And if he says it was only worn for an hour?
The rule still applies.
If he says it was for an important occasion?
We could explain that we don’t hire clothes.
Mrs Bell smiled.
Neil smiled too. He thought the interview was going very well.
Then he looked again at the bus ticket.
It was for the number forty-two.
He had taken that bus yesterday afternoon.
Mrs Bell lifted the receipt.
You left this bag at the returns desk before you came upstairs. They asked me to look at it.
Neil stared at the jacket.
His smart interview jacket was on the back of his chair. The one on the desk was the second colour he’d bought, worn to dinner, then decided not to keep.
He said he hadn’t noticed the restaurant was so warm.
Mrs Bell said that didn’t affect the policy.
No, Neil agreed. Of course not.
She handed him the bag and receipt.
You handled the situation very well. The refund is refused, but I’d be happy to offer you the job.
Neil sat quietly for a moment.
Mrs Bell asked whether there was anything else he needed.
I’d like to complain about your new assistant.
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