Is it really Customer Service?
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June 6, 2008, 5:16 pm
Filed under: Customer Service | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Filed under: Customer Service | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Your at a super market or store and the check out person asks: “Did you find everything ?” At which point you anser “No – I couldn’t find this product”. The Clerk looks at you and says nothing. Stores will say this is good customer service. To me its like being kicked in the stomach. Stores teach them to ask but not to finish the job.
What have your experiances been? Have you had similar experiences?
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I agree – it is very frustrating to not find the product you are looking for, then to be asked at the check out if you found everything you wanted and the Clerk make no effort to try help find it for you. Management has only trained these people to ask the question, not to finish the job and make sure the customer is satisfied. Probably typical of Companies where Customer Service is not really number one!
Comment by John Franks June 19, 2008 @ 4:58 pmKeep in mind that the check out people are not the same as the actual sales floor people, generally. More often than not, people working checkout ONLY work the checkout, and in larger stores (like Target) they aren’t taught where everything in the store is – people assigned to certain areas will be more likely to be able to help. It’s just impossible for one person to learn where everything is in larger stores, especially when the setup is constantly changing.
If you don’t find something, it’s better to look for the specialists while you’re still on the floor!
- Segan
Comment by segan1 August 12, 2008 @ 3:53 pmInteresting …
I was traveling in the car on the weekend and two Dj’s on a local radio station were commenting on Customer Service. One was saying he hated to be asked in a store if he found everything alright. He generaly brushed if off saying yes, but wondered what would happen if he said no. Would a large number of employees jump outamongst flashing lights saying let me find what you want or would it be something else – what would happpen.
The next time he was asked he asked the Clerk – “what would you do or say if I said no”. There was a pause and she looked up and said -” I don’t know … they never told me what I should do.”
I agree with the comment made the front end clerks can not know where everything is but a procedure should be in place where by she telephones the Information kiosk who sends a person over to help.
Businesses still don’t get it. Just asking a question and not doing anything likey makes the customer just angrier.
Comment by Dave Morris October 6, 2008 @ 11:58 am