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Every day I battle with customer service.....the good, the bad and everything in between. This includes franchises, sole operators.
I keep telling my wife I'm going to write a customer service book........it's the simple little things that make the interaction.
I drum it into my eldest who has a part time job........
The worst attitude I've ever come across was from a teenager in Repco at Joondalup. I was after the specific oil from Castrol for the Puma, one older bloke was looking up the details and spotty looked up and said "Just put any ****** thing in it!!"
I said "What did you say?" and he walked away muttering about ****** this and ****** that and I presume from that he wasn't happy with his job. :p
I won't go back there again, ever.
AlanH.
I had a young bloke say something very similar to that to me in an auto accessories shop once. It cost him his job. ;)Quote:
Originally Posted by ATH
My son works at Maccas 5 early mornings a week before going to uni. He has been there for about 7 years now. They asked him to do the Maccas Management course which he is doing.
They stress right from the bottom to the top about customer service and importance of keeping a cool head when dealing with the public.
Some of the stories he tells me especially working the drive-through at dawn with imbeciles high on something or just being smart arses is incredible.
He must be doing something right as they keep coming back - much to his dissatisfaction.
Well at least I got a call from the area manager last night who was not very impressed with the service I received and given a description of the person knew who I was speaking about part way into the description. He said he would take it up with the manager as certainly warranted going out the back at the very least to check stock. I also mentioned this was about the 4th or 5th time in the last few months I had poor service at this store and also mentioned that freakishly a friend had the same response with the same product in a Kalgoorlie store.
Undoubtedly nothing will change.
And people wonder why we use the internet more and don't buy locally.
Got quotes for Disc Rotors for my Defender, daughters BMW and wife's Statesman. Even using some big name suppliers was a bit miffed at the prices. For the Defender was quoted between $530 - $800 for RDA or DBA rotors locally. Can get the same from East Coast delivered in RDA for $300 odd including delivery. Similar for the BMW and Stato. Basically on the cheapest WA price I will get 1 complete vehicle for free by buying form the East Coast. How can there be that much difference when RDA have a huge distributor warehouse in Welshpool. Makes me want to get an ABN so I can deal with them directly. Just shameful.
I went to pick up our backhoe tyre the other day,the tyre shop bloke lives in Williams.He has prior history of being a tool so never was going to get any customer service from me.
He said,when you get back to town can you tell your boss to send somebody out to his road with a pick axe to chip the tops off all the rocks the grader driver left uncovered.He didnt know I was 1 of the grader drivers,but it wasnt my work nor the other grader drivers fault,they are massive boulders that become unerarthed as the year goes on and get burried again when we winter grade.
Told me he will sue the shire if he damages a wheel,I told him its an unsealed road so you must drive to the conditions,you know they are there so slow down.
I want the shire to remove them.Mate it aint going to happen,all gravel roads have them,and we have them in hi traffic volume roads,your road is a low volume driveway.That made his cheeks glow red.
He rang my boss saying he complained about the rocks and I wasnt interested.Boss admitted to bursting out laughing on the phone.
Andrew
When self service checkouts were introduced here in the UK a couple of years ago the trade journals all made the same point about why you need to introduce them. It was all about cost. While initial investment was high over time they were cheaper than people. What was also made clear was that this saving for the supermarket came at the cost of slower check out times for the customer. The human operator was able to process the customer much faster. So you need many more self service check outs than you had for manned check outs to process the same number of customers. Included in the costs was an increase in loss due to customers taking the item and not paying also the load of retail merchandise floor space to carry the extra checkouts.
I refuse to use self-service checkouts on principle, because I don't like machines replacing people. Wherever possible, I avoid stores which have them.
Also, it takes longer to use the self-service than to wait in a queue, so it's dumb anyway, in my experience.
Self-service checkouts reduce customer service. It's another reason to shop at Aldi and other stores which don't have them, I think.
I use whatever is quicker. I also use self serve when the local robots are on duty as if I'm going to deal with a machine, I don't want it to pretend to be human :p
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