ROATY

Abbreviation for "Reach Out And Touch Yourself". Whenever a customer doesn't believe that company policy applies to them, and they tell you to call a store within your company to verify that company policy is indeed company policy, this is ROATY. This may also happen when an alleged transaction or cancellation on a customer's account is not documented, and the customer tells you to call a store to "prove" that the transaction took place. Since the proof is in the paperwork, this actually accomplishes nothing, but the customer is normally too dense to figure that one out on their own.

Factors that make this wankery:


 * 1. If within a franchise, store locations are governed by corporate policy.
 * 2. In many companies, store locations often share the same computer systems as the call centers. Data that is visible on one system should be viewable on the other.
 * 3. If a store has the option to cancel a membership, issue a credit or provide some other free gift to the customer, they should be able to do it without you calling them.
 * 4. You don't need to call a store location to know the policy you've learned in training.
 * 5. Generally, the only time you'd need to call a store location is to gather information specific to that location, such as the availability of a dress or a shoe. Customer account data can be readily accessed from corporate without contacting the store.