Tim Trent on 14 May 2004 at 15:20 said:-
> 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?
Somebody would be bound to then want to record each individuals responses
for analysis aimed at enabling better control of the customer interface.
Ian W
> -----Original Message-----
> From: This list is for those interested in Data Protection
> issues [mailto:[log in to unmask]] On Behalf Of Tim Trent
> Sent: 14 May 2004 15:20
> To: [log in to unmask]
> Subject: Re: FW: Information with refunds
>
>
> 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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