The great thing about this list is that there is often someone here who can
put us right when we make a misassumption.
The lesson here is a simple one.
"Good training creates Customer Goodwill"
All retail operations have major challenges with staff training, the more so
since many staff are casual labour in many shops and chains. Perhaps the
right vehicle with ever more intelligent devices posing as tills is to have
the till provide the message at Point of Sale to the sales staff?
Tim Trent - Consultant
Direct: +44(0)1344 392644 Mobile:+44(0)7710 126618
email: [log in to unmask]
Marketing Improvement Limited, Abbey House, Grenville Place, Bracknell,
United Kingdom, RG12 1BP
http://www.marketingimprovement.com
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-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Burdett, Emma
Sent: Friday, May 14, 2004 2:06 PM
To: [log in to unmask]
Subject: [data-protection] FW: Information with refunds
Next collect name and address information when processing refunds and
exchanges to prevent abuse of the refund and exchange policy. It is not
mandatory to provide and as demonstrated the transaction can be processed
without the collection of the information.
This should have been explained at the till point and I am sorry that this
was not the case. All are staff are trained on the procedure and it is
unfortunate that this wasn't properly explained when questioned.
I am also concerned that therefore the interpretation is that Next's
processing is for 'mildly sinister' purposes and can assure you that is not
the case. Data processing is very much a consequence of our retail
operation and not the other way round. Next are very keen not to process
data for purposes other than those necessary for the operation of the
business and would certainly not process data for an unnecessary
purpose, sinister or otherwise.
Emma Burdett
Group Data Protection Manager
Next Group Plc
Legal Department
Tel 0116 284 2325
Fax 0116 284 2642
Email [log in to unmask]
-----Original Message-----
From: Donald Henderson [mailto:[log in to unmask]]
Sent: 14 May 2004 13:38
To: [log in to unmask]
Subject: Information with refunds
It's Friday afternoon - I was out at the shops at lunch-time and got
slightly annoyed...
I was returning goods to Next and cheerfully got asked for my postcode
which the assistant was about to enter via till. Sad, neurotic person
that I am, I declined to give that information and was told "it is
company policy". I pointed out that it wasn't actually necessary and the
assistant went and got the supervisor. The supervisor happily skipped
the address entry routine on the till, printed the credit note and asked
if I was prepared to give my name. I declined and she gave me my money
with a smile.
This suggests several things to me (other than how awkward I can be).
Firstly, Next's policy obviously takes some kind of account of consent
although no-one seemed to be interested in telling me why they wanted
it. Secondly, they don't actually need the information anyway since they
processed the transaction without it. Thirdly, what on earth do they
want to collect the information for in the first place - I can only
think of reasons that seem mildly sinister....!
Any thoughts ?
Donald
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-----------------------------------------
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