Lack of Customer Service
Posted by: 3lions
7th Nov 2014 11:16pm
Hiya Everyone,
Seasons Greetings!
I just cannot believe the way you are treated or not treated more to the point in retail shops these days. It's all to hard for them to help you & if you ask someone for help god forbid! wow it's not half obvious they cant be bothered, or it's the fact they don't want to be there. They are so rude they don't care if you walk out dissatisfied.
Then if it is really bad I will email the store in question, and the reply is usually, oh we have spoke to the person involved and they said they did this & that? Umm Derr well of course they are, They are not going to tell you what really happened, I always have my mum there, so I do have a back up. You The contact the manager, they were not there, I am just dumfounded by the way people are these day. It's really make me not want to go to the shops anymore.
Is it just me? or is anyone else finding the lack of service & the attitude that goes along with it!
Be interested to hear your experiences & comments.
Thanks for taking the time to read this
Lisa :)
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Comments 29
Mickey
What customer service. I have trouble finding any one to ask question. Some department stores have a buzzer you push to get customer service. Than you wait and hope someone comes. I over the years have found good and bad customer service. Sorry to say this but some of the young people have no idea about customer service. They can be rude and give a that look a to say what do want.
Freedomy
Lisa I am with you on this. This is one of my really annoyed points. And I keep telling myself to get over it, it is not going to get better and then some annoying customer service worker does it again and I boil.
In my day (I sound old but I am only 44) when I trained at Safeway it was near a sackable offence to talk to your co-worker if a customer was in front of you. It was training that we did.
Deli's my number one annoyance. There is no one at the the counter because they are refilling stock. Well if you keep ignoring me and every other customer you wont need to stock up. Now attention please. Then they so hi and get your order like you have inconvenienced them. Some I am shocked to say even go on talking to their co worker whilst in the middle of an order.
And we are talking about stores Coles and Woolies that brag about customer satisfaction. I have thought about complaints but you know what, they have annoyed me whilst at the counter I dont want to put in any more effort. If your managers arent pulling their staffs heads in (and generally managers are calprits as well) then just give me my stuff.
I have been to Rivers where I have had yelling matches with the staff and the manager as well. Complain - I dont want to think about it any further. Shall I go on. And watiresses at cafes these days. Man I sound like a nag, but you are so right Lisa, customer service needs a make over and fast.
Society we have created a pack of people who think they are giving us their time rather than me spending at a shop that keeps you employed because of the money I spend at your shop.
lpullman
Its always been like and it was always better in the past. I can remember my Grandmother complaining just like you thirty years ago (albeit with better sentence construction and grammar). Its not "these days", its always.
Ever worked somewhere where they paid minimum wage, kept everyone casual, staffing levels at just functional and ran rosters with 24 hours notice? I have and as a result I didn't give a damn about the store or its customers either. That was 25 years ago.
Pay peanuts, get monkeys.
Instead of moaning about it, take your business elsewhere. You might have to pay a bit more mind, but that's the trade off.
lizzy56
Totally agree!!
Bought 2 pairs of glasses from you know who and had to go back to get the frames one pair adjusted.
Was totally ignored by a female staff member who was on the computer and then got onto the phone whilst 3 other staff members behind were too busy giggling and chatting amongst themselves. After 10 minutes, someone else walked in and guess what?? I was eventually served!
Waited another 15 minutes for the frames on ONE pair of glasses to be adjusted.
This particular franchise fawned all over you when you are buying their product but when it comes to after sales service, you are treated like a second class citizen. How rude!
jneen
I have worked in retail/customer service for many years and often wish someone would do a story from my side of the counter.I pride myself and my workmates on our friendliness and customer service.In a busy store in the sydney cbd we greet most people by name and make the shopping experience with us a pleasant one.Nothing is too much trouble and we are here to help. However the way we are treated by far too many people is at times enough to make me really depressed. People who can not put their phone down for 1 minute, stand at the counter answering emails and tell me to wait before finalising the payment. This holds up my till and stops me from serving anyone else.Stand at the counter and then transfers money into their account so they can pay for their goods, again inconveniencing everyone else .Stealing,Abuse, and rudeness is part of my day.We want to go home too at some stage...but as I am closing the door, after 9hrs on my feet people still want to browse. Once I balance the tills I still travel 2hrs home.You have finished work, we want to as well.Retail pay is the worst and we put up with shocking behavour at times and rudeness that is unbelievable.We work behind a counter, but we are not slaves or dummies. Sadly this is how we are percieved. Please be more kind to us ..we are there to help.
jester123
Oh this is issue really gets me wound up! I've worked in Customer Service for over 20 yrs and were always told that customer satisfaction is No.1. Because of this I get really annoyed when I get bad service. Unfortunately these days it happens too frequently to mention.
My worst experiences have been in cafes/casual dining where the staff never smile or seem like they don't really want to be there, some fashion retailers where the staff are on the phone talking to their friends or they just ignore you totally.
Oh and a pet hate of mine is being called 'love' or 'dear'!! It makes me feel like an old lady! It's quite demeaning and I can't stand it!
Having said that I no longer put up with bad service. Word or mouth is extremely powerful and you can now post reviews on certain websites (eg WOMO, True Local, etc) so businesses should be very careful. If it's really bad i'll email the store's head office but mostly I just don't go back.
Thank you for giving me the opportunity to vent!
frannymanny
That's why I avoid leaving my small township to shop. First of all most retailers know you at least by sight and secondly , why would they want to offend a local person when they know it would be all over town in 5 minutes.
Most of the retailers own the business and those who don't are pretty happy to have a job in the area so they don't have to leave the mountain for work.
I guess in bigger places the customers are a anonymous and there will always be another one along in a minute
Assaya
Hi Lisa!
I used to lecture at Adelaide TAFE and Customer Service was once of my subjects. It was a real eye opener for some students to realise and learn that we need to treat customers in a nice way with empathy, who are people and provide us with out bread and butter. I am glad that the groups I dealt with left the college being more aware of how our attitudes, actions and words can leave a lasting positive or negative effect on the owners business.
On the other foot, I worked in a Camel Drive-in Bottle Shop and practised what I preached. The feedback was amazing - 'At last we have staff that smile AND help us, can give us good advice, even carrying cartons of beer to our cars for us!" I am a 55 year old woman who has survived major abdominal cancer, but if I got those comments from customers after 2 weeks - well all I can say is that I did the right thing.
Unfortunately my job only lasted 2 weeks - because of 'lack of communication'? Sounds like sour grapes to me. The youngsters didn't like that they had to raise the standard themselves, so they got rid of the one person who showed them what to do and how to do it - but I can still give a smile coz I cared! :-D
Jezemeg8
I agree with you Lisa. I am mobility impaired and have often been totally ignored by staff in some shops, apparently they have decided that it's not 'worth' serving me as I'm likely not to be able to afford to buy something anyway...a bit like the situation in Pretty Woman, the movie.
Whenever I have complained they ask questions like, what was the name of the employee, when you tell them the name on their name tag, the response is A....who? How am I supposed to know the person's last name!!!!! Their first name is the only one on the tag.
So I have ceased shopping at many brick and mortar stores rather going online, it's easier anyway if the product is large and needs to be delivered. I get much better service by shopping online...it seems I'm only 'invisible' in actual stores. Sad.
Anonymous
Frankly, most of all retail shops in Australia is the best im my opersonal expereince.
joseph_farren2396
I actually have a job as a customer service. I greet customers all the time as they come in and out of the store I work at. The times that I have been spoken to in disrespectful ways and the way people think that what they say doesn't hurt - it does. Even though I work in customer service I still think there needs to be a much better support base and not just going to the manager for solutions.
3lions
Hi Jo,
I must say it is refreshing to hear from an 18 year old who is level headed and has a great work ethic. I think most teenagers get tagged with the same brush, unfortunately which can happen with anyone, any age, race ect.
Your honesty is great to say some days you don't feel like going to work, but you still do, hence my comment about your work ethic. You should be very proud of yourself hun, & I bet your parents are, as it sounds like they have done a brilliant job of bringing you up. When anyone says to me, that was nice of you or you are very kind, I always give credit to my mum who brought me up on her own, which was a real struggle for her, as she had no help from her brother or sister, who were In a position that they could have made my mums life a little easier. Not saying that they should have as that's there personality, selfish and only worry about themselves, where my mum is the complete opposite selfless, plus in was the back in the 60's hun lol gawd I am giving my age away now. I am 49 and mum is 72, I would do & do anything I can to help her plus I am an only child. So my mum is my main priority,
You are a credit to your self Jo, I hope you don't have to put up with anymore rude, mean & nasty people speaking/treating you the way some do. If they only knew what a lovely person you are, just think they must be really sad, unhappy people who treat everyone like that, which doesn't make it right hun.
I wish you & your family have wonderful Christmas & stay safe xx
Lisa xx :)
joseph_farren2396
Hey Lisa,
Thanks so much for replying. Just so you know I have just turned 18 as of last week and that I have been doing Customer Service/Door Greeting for a year and a bit now. I was commenting because I agree exactly with what you were trying to say. I know that you weren't meaning to be rude or put anyone down who works in this area. I completely understand your point of view. This is why I commented. :) I am on your side and what is being going at the moment with certain people doing Customer Service is not right and this is why I said that if someone needs/want to put a complaint in that they should have more options then instead of just going to the manager. Why be in a job that you hate/dislike? It bothers me sometimes how people just work for the money. I'm not going to lie... I don't feel like working sometimes. This still does not give me the right to treat customers with disrespect and the same to them as well. It's got to stop.
Merry Christmas to you as well. Hope it's a fantastic one.
Regards,
Jo :)
joseph_farren2396
Hey Lisa,
Thanks so much for replying. Just so you know I have just turned 18 as of last week and that I have been doing Customer Service/Door Greeting for a year and a bit now. I was commenting because I agree exactly with what you were trying to say. I know that you weren't meaning to be rude or put anyone down who works in this area. I completely understand your point of view. This is why I commented. :) I am on your side and what is being going at the moment with certain people doing Customer Service is not right and this is why I said that if someone needs/want to put a complaint in that they should have more options then instead of just going to the manager. Why be in a job that you hate/dislike? It bothers me sometimes how people just work for the money. I'm not going to lie... I don't feel like working sometimes. This still does not give me the right to treat customers with disrespect and the same to them as well. It's got to stop.
Merry Christmas to you as well. Hope it's a fantastic one.
Regards,
Jo :)
joseph_farren2396
Hey Lisa,
Thanks so much for replying. Just so you know I have just turned 18 as of last week and that I have been doing Customer Service/Door Greeting for a year and a bit now. I was commenting because I agree exactly with what you were trying to say. I know that you weren't meaning to be rude or put anyone down who works in this area. I completely understand your point of view. This is why I commented. :) I am on your side and what is being going at the moment with certain people doing Customer Service is not right and this is why I said that if someone needs/want to put a complaint in that they should have more options then instead of just going to the manager. Why be in a job that you hate/dislike? It bothers me sometimes how people just work for the money. I'm not going to lie... I don't feel like working sometimes. This still does not give me the right to treat customers with disrespect and the same to them as well. It's got to stop.
Merry Christmas to you as well. Hope it's a fantastic one.
Regards,
Jo :)
3lions
Hi Joey96,
I am really pleased you replied to this subject. I know there are some really great people who work in customer service, please don't take my comments as a personal attack on you. I was talking in general, & I do agree you should have more support base to help you. I can only imagine, well to imagine as I have heard the way people are spoken to. Only today I emailed a major shopping centre for not having any support for their workers being the week before Christmas, and when I told the girl I have sent an email to the Centre Management, she was over the moon, as they are expected to work like crazy to get their customers through without waiting and the abuse the get is really out of order, she was so grateful and I hope my emails helps her and the only other girl that works on the checkout, that's right only 2 checkouts open the week before Christmas, and they are sweating literally trying to work as fast as they can.
It's refreshing to read that you greet you customers they way they do & I can almost guarantee they DO appreciate it, as it does not happen very often hun.
All credit to you & I hope your employer appreciates you. I never meant to offend you, you are an exception the rule! Bless
I hope you have a Merry Christmas.
Regards,
Lisa :)
blondie72
Omg - I hear you! I have been in total shock over the huge decline in customer service lately myself. Just three days ago I asked a staff member at our local 'major' supermarket the price of one of the items as I had NO price on it and her response was a big fat SIGH....I had had just about enough of this treatment after both witnessing and suffering several similar rude experiences - I told her in no uncertain terms NOT to bother since it was obviously too much trouble...I would just go and ask her Supervisor instead!....She tried to do a quick turn around but it was too late, i found the Supervisor and asked him why it was too much trouble for them to tell me a price of an unmarked item...his response was "Of course it is no problem Maam, and I am terribly sorry, I will chat with the staff member involved and ensure it never happens again."...Pft, til next time.
3lions
Hi None,
OMG! That's the worse one I have read on here so far on this topic!
I feel bad because of my late reply, sorry hun I wasn't ignoring you
(embarrassed face)
I would have emailed head office of that company, stating the response you received for the "Manager" seriously my mouth fell open when I read your post. Who is he to say such a thing!
Oh that makes me so made.
I hope you got his name, if so I would encourage you to email the Head Office of that company, as that is well out of order!
I hope you got your Fridge/Freezer somewhere else and was treated as you should be.
Thanks for sharing your unfortunate experience None & I am still shaking my head!!
Have a great weekend, and stay cool if your from SA, as we in for a hot weekend!
Cheers,
Lisa :)
3lions
Hiya Ferry,
I know, it seems to be getting worse. My mum was in a large department store just last week at a particular make up counter.
There was no one there (of course)
so she looked around and seen 2 other employees in a different make up area talking away, as usual, so finally one of the came over and my mum asked where this particular make up girl was, oh well she didn't know, and her reply was to go to another large department make up store and see if you can get what you want there!!!
They wonder why people buy their stuff online!
Which she did by the way, unbelievable, but it's not really hey!
Appreciate your experience, Thanks
Have a great weekend, stay cool if you're in SA, phew it's a hot weekend ahead!
Cheers,
Lisa :)
lpullman
I call bullshit too. No one pays cash for whitegoods so why would he say that?
None
What is even worse is being invisible! I was in a Whitegoods store and had been waiting for quite a few minutes while the two people behind the counter were reading a newspaper. I went up to the counter and asked to see the manager. "I am the manager" said one of the readers. "I have been waiting for over 5 minutes while you ignored me, I was intending to buy that large Fridge/Freezer over there, for cash,but I don`t like being ignored so now I wont"
" I don`t believe you" said the manager, "nobody carries that much cash around"
So I produced the wad of cash I had just got from the bank:-and said "i do", and walked out.
Ferry
Know what you mean. In clothing shops you have to line up for a dressing room...size isn't right....you get dressed again...go find another size yourself...line up again...try it on again then they ask you to put the items back on the correct rack! I'd love a job where I get paid to do nothing! No service any more! My mother asked a sales girl in a big department store where something was...her reply..."oh just look. I'm sure it's there somewhere". Or heaven forbid you interrupt them on the phone talking about boyfriends! Let's take our money elsewhere!
3lions
Hi omygod,
Happy New Year, Hope you had a lovely Christmas :)
I must agree I don't like shopping, but I do take my mum and help her with hers, but if I could avoid it I would, especially this time of the year. Did you see the people at the boxing day sales? OMG I couldn't think of anything worse!!
I think some people just have to be the first in the door so they can so so!
Gawd, what a nightmare!
Anyway it's all over now for another year, all the lead up and the hoop-la for one day, pfft am past it, no small children in my family the are in another state, it wold be nice to see their little faces on Christmas morning, as that's what's it's all about hey?
Take care hun, Hope you have a great 2015!
Lisa :)
omygod
Hi Lise, that was the third try where they got it right. I still have to do on line shopping for food as I have health problems. Don't mind someone doing all the hard work. One thing I hate is any type of shopping, if I can avoid it I will. Think I should have done it ages ago. On my first shop I then did a comparison shop with the rival food shop and found the first shop I used was $17 cheaper than latter one for the same items. I wish you a merry xmas and happy new year. lol
3lions
Hiya omygod,
Wow you must be a very lovely person to give them so many chances, it is a coincidence to read your post, as my mum only said last week with the state of no checkouts open, "maybe we should try the online shopping" my replie was, no because you cannot pick the items your self, wait til I tell her about your experience. It is just unreal, as of all the advertising the do to promote the online shopping. I certainly agree with the 3 times & you're out! not sure if I would give them a third time. It really isn't good enough is it, like come on eggs for goodness sake! Please to read the phone staff were nice, I wonder if that's from taking so many calls from people complaining & rightly so!
I will be interested to hear what happens on your third shop, I be interested to hear about your third shop.
Thanks for replying, very interesting reading your experience with online food shopping. Cant wait to tell my mum :) I dare say she wont be surprised lol
Wishing you a Merry Christmas & a safe one.
Cheers,
Lisa :)
omygod
Hi Lisa, I to have had bad customer service from a major store. As I had to start to order my grocies online due to issues of carrying items. The first complete shop was delivered but I had several damaged items, including eggs, freezer burnt radishes. I had a number to ring and complained of my dissatification and was promply credited with the items amounts, can't complain about phone staff. In the survey they asked me to fill in, it was here that I vented my opinions. Second shop again delivered ok but several items below acceptibility, eg mushooms looked like they were last weeks and also got someone else meat. Again phone staff were good and credited me with items price. Told if the driver didn't come back for the meat then I could keep it, which I did. On the second survey I again complained and said that if I tried a third time and items were again not up to snuff. This time I said that it would be 'three tries and your out' and I would be recommending their store be avoided. Needless to say that this time it was all in order, no brackages, no below standard for the vegetables and they even gave me about 8 free items. So this time my survey was favourable. Again it depends on what happens next time?
3lions
Hey Blondie72,
I think I might have offended this poor person, which was NEVER my intention, I was speaking in genera terms. I have answered him and have hope you can read what I wrote to see if I have try to let him know, I was speaking in general terms, as he says which is wonderful to read that he greets his customers very well, and I said that's great & he seems to be the exception these days & I hope his employer appreciates him. I feel terrible I may have hurt someone's feelings, which I would never want to do.
I would be interested to see what you think hun after reading my reply to him.
Hope you've had a good week
Cheers Blondie72,
Lisa :)
blondie72
Oh dear, that is another terribly bad sign of how poor customer service is nowdays... how rude of him to stay on the phone while he could see there were customers there needing assistance, but to then apologise to the caller is beyond words! I used to work in a major department store in my younger days and we were always taught "The customer is ALWAYS right" and is PRIORITY...makes sense because without customers - you have no business!
Word of mouth can do much damage in a short time and these days when businesses are trying to get customers back into stores to shop and to not shop online or overseas instead - one would think they would be ensuring that "customer service" is priority number 1.
I think you are quite right Lisa, they see to be outdoing themselves in lack of manners & service. It's definitely not just you, I have heard similar stories from many people over the past two years - and it's sadly increasing.
Have a safe and beautiful Christmas Lisa,
Blondie72 :)
3lions
Hi Blondie72,
Wow, That's unreal! Well not really these days hey!
I was only in the bottle shop next to a Major Shopping Centre. I was in there with my mum to buy some beer for our Lawn man. So we are walking around the shop looking for the Brand he likes. The man behind the counter was on the phone...So course he didn't move or attempt to see if we needed any help to find what we were looking for.
So we finally found it, we go to the counter, he puts the phone, serves us pushes the beer towards us and get this....picks back up the phone & says...
Oh sorry about that!! Unbelievable! I just don't know blondie72 They just keep out doing themselves!
Appreciate you reply & Sorry to hear about your experience also, but I was starting too think it was just me!
Hope you have a Merry Christmas!
Lisa :)