Poor customer service

[Ian M]

Any clues as to who the store is?

They can sometimes be found holding the middle pages together in a magazine

Well done Dave

This gets better as a friend of mine just happens to have their MD's contact details. I know that if someone raises an executive concern in such a big company all hell breaks loose to sort it out very quickly. I feel a nice long letter coming on.

Ian

[Louise]

No suprise all all there, I had thought of them or another stationery shop thats not so much rude as just useless

The are all dopey in the one by us and couldnt care less, I left last week only having paid for half my stuff as she was so busy flirting with a co worker she didnt ring it all up but put it all in a bag for me, it was only when I looked at the receipt to do the books I noticed, I didnt rush back though

Anyway, you should get a very big appology and at least a voucher or something to say sorry, I'm in customer services for a big uk store and I can tell you the cctv would be out and everything to find the truth out and then off they would go!

[Ian M]

Louise,

I doubt I'll get anything at all to be honest even an apology from anyone.

I've already decided I won't be going back there.

I was in customer services for 2 major banks & at one of them I used to be given problem staff to train who had little or no customer service skills at all. I had one girl who used to finish off every sentance with 'init'. She didn't last long I can tell you.

I tend to think that the big companies such as this one treat us like light bulbs, when one goes out you just plug another one in. Their staff need to be taught that everyone who comes through the door are the people paying their wages.

Ian

[Louise]

Louise,

I was in customer services for 2 major banks & at one of them I used to be given problem staff to train who had little or no customer service skills at all. I had one girl who used to finish off every sentance with 'init'. She didn't last long I can tell you.

I tend to think that the big companies such as this one treat us like light bulbs, when one goes out you just plug another one in. Their staff need to be taught that everyone who comes through the door are the people paying their wages.

Ian

Its sad world when a company just wont even try to make amends with you isnt it?

Oh I hate that, "init" we had one of those, we also have dunno or ya wot? I go mental if I hear them say it, its become a joke with the staff now who say" watch out its the voice police" But its just not polite.

I agree with your last statement, it is the public who keep us in a job and my Company has now really switched on to this and all they do now is focus on customer service and customer satisfaction. Of course there is just no pleasing some people though, usually those trying it on.

[Ian M]

Louise,

I agree with everything you say.

One thing I find today is how few people behind a counter say please or thank you. Three small words that mean so much & that can gain customer loyalty.

We should start a Polite Society where busineeses who give good customer service are awarded something like a certificate that they can display & be proud of.

Ian

[Louise]

Ian interestingly we get a mystery shopper 7 times a year and 2 visual mystery shoppers. We are very heavily targeted on this and big points are earned by the staff saying hello, smiling and saying goodbye, seems simple, but your right so many shops dont do this. I spend a good part of my day observing my staff to ensure they meet the criteria.

I do think it would be great if shops got recognised for good service and for just being like you say polite.

[pressfx]

Ian interestingly we get a mystery shopper 7 times a year and 2 visual mystery shoppers. We are very heavily targeted on this and big points are earned by the staff saying hello, smiling and saying goodbye, seems simple, but your right so many shops dont do this. I spend a good part of my day observing my staff to ensure they meet the criteria.

I do think it would be great if shops got recognised for good service and for just being like you say polite.

I think you must be one of the elite on here that have staff lol.........but I agree entirely....if someone is customer based they should have skills...us oldies were taught them from being young .... they were called manners in the "olden days".

[Louise]

Ian interestingly we get a mystery shopper 7 times a year and 2 visual mystery shoppers. We are very heavily targeted on this and big points are earned by the staff saying hello, smiling and saying goodbye, seems simple, but your right so many shops dont do this. I spend a good part of my day observing my staff to ensure they meet the criteria.

I do think it would be great if shops got recognised for good service and for just being like you say polite.

I think you must be one of the elite on here that have staff lol.........but I agree entirely....if someone is customer based they should have skills...us oldies were taught them from being young .... they were called manners in the "olden days".

No not elite me, I have a day job, my hubby says home and runs the web sites, I'm out in the real world on coal face of a big companies shop floor being paid very little for very much effort If I owned that Company I'd live in the South of France or some where lovely

But your right and I also remind them that manners are free so they can,t say they cant afford to have any.

[Ian M]

I agree that manners cost nothing at all & are so easy to use.

I agree with the use of mystery shoppers too & the first bank I worked for had them. I'm pleased to say I got 100% everytime & that is why I was asked to train new & problem staff.

Just so people don't think I complain about just poor customer service I have on quite a few occasions got in touch with companies about really good service. Not so long since I was in a frozen food supermarket where the girl on the check out was lovely. She did everything perfect & when I got home I sent their head office an email saying how good & nice this girl was. I got a nice thank you back & they said the girl would be rewarded & that it would stand her in good stead when they look at promoting staff. That was just a rare visit for me in that store but, now I go there every week.

I believe praise is as important as anything as it shows people they are getting it right & making the customer happy.

Ian

[Louise]

We give out rewards when our staff get a nice customer compliment, I love to see their faces when you give them out. But I dont think for a min all you do is moan, I belive if you care enough to complain then you care enough to say well done too.