CVS Health reviews

Several years ago many companies, CVS included, decided to severely overhaul their customer service policy. I've been in enough of a variety of retail establishments to notice what it has come to and the bottom line is that companies are catering way too much to customers just to make a few dollars. CVS has one of the worst customer service policies in the nation. In fact, I've seen pop up several times on various listings as "Companies with the Worst Customer Service." The company currently sends out surveys randomly after purchases to customers who have a registered email. If the customers don't give a rating of "5" for each category the store's overall service rating takes a major hit and then the store manager gets "talked to" by the district manager. I realize the company is not asking me to move mountains with my customer service, but when I read some of the reviews that customers write, it blows my mind at how fickle and petty people can be about something as simple as dryer sheets. One time a lady was looking for a particular brand of dryer sheets, we didn't sell that brand and I offered to honor her coupon with another brand, she said no and then gave us a rating of zero in the category of "item in stock." And then upper management still criticizes me, basically saying it's still my fault and I didn't do enough. The worst is how the company has come to handle disgruntled customers. I always listened to complaints and dealt with them to the best of my ability but sometimes customers would resort to personal insults, screaming, and just being a downright you know what. There was one time that a customer belittled me on the phone for a half hour over a return policy. I told him the policy and he asked for an exception because of the price, I told him no and reaffirmed the store policy on returns. Long story short, the conversation turned into him telling me in various ways how I don't know how to do my job and that I'm unintelligent (I have a Master's degree for the record). He ended up writing an angry email about me that ended up in front of my district manager. He sent an email to my manager with a copy of the complaint with one sentence, and this is an exact quote, "Resolve this and get back to me." I think any person who endured what I went through to be given the benefit of the doubt for any complaint, but I have yet to be consulted on any of them. Instead the managers, or the company, issue gift cards year round totaling probably in the thousands of dollars to these rude, vulgar, and cheap people who are just trying to cheat the system. "Yes you can be rude and disrespectful to our employees, we don't care, we'll even reward you for it." It then becomes a vicious cycle: the company doesn't care about how its employees are treated, I start to care less about the customers sometimes. After all, I'm supposed to be representative of the company, right? Ironic considering the company's slogan is "To better the health and well being of people." What about your own employees?