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Author Topic: Think 25 and facemasks  (Read 8978 times)

OH

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Think 25 and facemasks
« on: 26-06-20, 11:31AM »
Anyone had experience / thoughts on think 25 with the now common use of facemasks?
(Specifically, disciplinary scenarios).

barafear

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Re: Think 25 and facemasks
« Reply #1 on: 26-06-20, 12:12PM »
We have been told we are allowed to ask customers to remove facemasks in order to determine whether we need to ask for ID - and then obviously to verify photo if we do check ID.

But clearly, it can get even more embarrassing if we are "thinking 25" based on someone's hair and eyes?


Nomad

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Re: Think 25 and facemasks
« Reply #2 on: 26-06-20, 12:23PM »
Is that applied to all face coverings whether they are medical or religious (i.e. Burka)  :question:
« Last Edit: 26-06-20, 12:25PM by Nomad »
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Cairney39

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Re: Think 25 and facemasks
« Reply #3 on: 26-06-20, 03:35PM »
The guidelines are:
You are not allowed to ask a customer to remove their face covering. You can tell them that you cannot confirm their age/check against their ID whilst they are wearing their mask. If they remove it, you, proceed With the think 25 process. If they refuse, you explain that as you can not verify their ID/age, then the sale will be refused

Cinderella

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Re: Think 25 and facemasks
« Reply #4 on: 26-06-20, 05:52PM »
I haven’t been told any guidelines, but if I find it difficult to tell, I just ask for ID. If I then get an angry “but I’m 40!” I’ll explain that it’s difficult to assess ages when faces are covered. Customers will moan either way, but I’d rather not end up with a criminal record over failure to ask for ID, so when in doubt - I ask.

OH

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Re: Think 25 and facemasks
« Reply #5 on: 26-06-20, 07:21PM »
After investigation, another colleague has been sent to disciplinary over this scenario.

No, they were not made aware of the above guidelines.

Personally, if I was a customer wearing a face mask for my own personal safety, I would refuse to remove it.
Does this mean those protecting themselves with masks can't buy age restricted items at Tesco?

What makes this situation even worse is that this was Tesco's own internal test purchase ... Wearing a face mask!!
Dodgy or what?

penguin

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Re: Think 25 and facemasks
« Reply #6 on: 26-06-20, 07:56PM »
Have to agree if in any doubt ask and if needed refuse the transaction, customers will complain but at the end of the day its better that than an investigation and possible action for failing a test purchase or selling to someone underage.

notsofunny

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Re: Think 25 and facemasks
« Reply #7 on: 27-06-20, 01:17AM »

Everyone has done a think 25 I hope  ??? , in which case if your not sure then refuse the sale , let the Manager deal with it , It could be a matter of you keeping your Job or not if you allow the sale ,

lucgeo

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Re: Think 25 and facemasks
« Reply #8 on: 27-06-20, 08:48AM »
Does the training on think 25 include a scenario of face coverings?
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penguin

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Re: Think 25 and facemasks
« Reply #9 on: 27-06-20, 10:00AM »
Nope it does not mention anything about facemasks or coverings

Nomad

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Re: Think 25 and facemasks
« Reply #10 on: 27-06-20, 10:54AM »
Bad omission considering.
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beentheredoneit

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Re: Think 25 and facemasks
« Reply #11 on: 27-06-20, 12:41PM »
.... we had a pair of pro shoplifters in the other day (£150 JD and Smirnoff) definitely using masks and gloves to hide their identities .....
beentheredoneit

lucgeo

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Re: Think 25 and facemasks
« Reply #12 on: 27-06-20, 12:59PM »
Then if the training does not cover it, does not mention it, or give advise on face coverings, then they can't discipline. It merely becomes a training issue.

"These are unprecedented times" so who has been told since outbreak and lockdown to ask customers to remove their PPE, to authorise a sale?? Who has been told, long before screens arrived, that they must put their health and safety, and that of the customer, at risk, to allow a bottle of plonk through?

No training...no case to answer!

Just a query...what is the guidance regarding religious face coverings, where it is forbidden for females to show their face in public?? Are all restricted sales refused to them?? Bread knives, party poppers, DVDs etc... ??? Is any of this covered in the training, that the majority of what is on sale instore, may not be available to purchase by some female customers??
« Last Edit: 27-06-20, 01:08PM by lucgeo »
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rayinski

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Re: Think 25 and facemasks
« Reply #13 on: 27-06-20, 01:14PM »
I work primarily on checkouts and if I can't properly assess your age and your wearing a face covering and you refuse to remove it, then your not getting the age restricted item, no ifs no buts. If the customer then goes on to complain to management and the manager then puts the sale through on their number, without proper verification I'm filing a complaint against said manager.
« Last Edit: 27-06-20, 01:43PM by Nomad »

alf

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Re: Think 25 and facemasks
« Reply #14 on: 27-06-20, 02:14PM »
Yeah people are over complicating a simple matter, you simply check to see if they match the ID picture.

If you can't do that because of any face covering, whether it be a mask, helmet, scarf, balaclava, you do not process the sale (assuming the customer does refuse to remove whatever item).

If face masks were mandatory, it would be a different issue.

notsofunny

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Re: Think 25 and facemasks
« Reply #15 on: 27-06-20, 04:58PM »
Does the training on think 25 include a scenario of face coverings?

It does not , But it tells you to think 25 ,and if you are not sure then refuse , that covers it , Think 25 tells you to judge the age yourself , and if you cant refuse the sale ,

barafear

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Re: Think 25 and facemasks
« Reply #16 on: 29-06-20, 12:50PM »
we had an update in team 5 (not sure whether this was a local update or part of the wider corporate message) stating that we should and could request a customer to remove any face covering in this scenario.

OH

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Re: Think 25 and facemasks
« Reply #17 on: 29-06-20, 02:33PM »
HI Barafear,

Can you by any chance remember when that was?

Thanx.

Morris999

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Re: Think 25 and facemasks
« Reply #18 on: 29-06-20, 05:49PM »
A Think 25 update on face coverings has come down on comms centre today and says the following:

‘If a customer wearing a face covering is buying an age restricted product, we shouldn’t ask them to remove their coverings for Think 25 identification purposes.

If you’re unable to verify their identity for Think 25, then you should apologise and politely explain to the customer that you’re unable to verify their identity and the sale will have to be refused. The customer may then choose to remove their covering voluntarily. In this case, you can proceed with the age verification and,if verified, process the sale as normal’.


OH

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Re: Think 25 and facemasks
« Reply #19 on: 29-06-20, 07:51PM »
Snap!

We just got exactly the same through team 5.

It looks like the upcoming disciplinary will be a bit of a damp squib.

Thanks for everyone's input.

Nomad

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Re: Think 25 and facemasks
« Reply #20 on: 29-06-20, 08:25PM »
"A Think 25 update on face coverings has come down on comms centre today"

Somebody possibly looking at VLH  :-\
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lucgeo

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Re: Think 25 and facemasks
« Reply #21 on: 30-06-20, 06:24AM »
And for the record...motorcycle crash helmets should be removed immediately prior to entering any store or PFS internal shop area. Acces to store is denied to anyone refusing to remove their crash helmet!

@alf
" if face masks were mandatory, it would be a different matter"
That was my query regarding religious face coverings. Are all age restricted items refused to these female customers?? Twould seem from the think 25 update, that this be the case ???
« Last Edit: 30-06-20, 06:32AM by lucgeo »
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lucgeo

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Re: Think 25 and facemasks
« Reply #22 on: 30-06-20, 08:17AM »
Thinking longer on the above scenario...does Tesco provide a private area to enable the female shopper to remove her face covering to a female colleague, for the age restricted purchase??
If so, is it the female checkout operator who needs to leave the checkout unmanned with the unpaid goods on the belt , to escort to a private area shielded from public view? Or does a female colleague need to be called to support ???
It's something I've never thought about till now, and am curious as to how the restricted sale is processed, for these ladies?
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lucgeo

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Re: Think 25 and facemasks
« Reply #23 on: 30-06-20, 09:50AM »
Snap!

We just got exactly the same through team 5.

It looks like the upcoming disciplinary will be a bit of a damp squib.

Thanks for everyone's input.

I thought team 5's were no longer compulsory to be read out and signed as read by colleagues??
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dotnochance

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Re: Think 25 and facemasks
« Reply #24 on: 30-06-20, 12:51PM »
They must be? i haven't seen a team 5 in years

 

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