Customer Service

[Marc]

Ok, a bit of a rant coming up. Maybe this shouldn't annoy me so much but it does!

Whilst in Boots today, Sue was buying a bottle of water and a packet of crisps and I observed the woman serving her. Throughout the whole transaction she was having a conversation with a colleague and not once did she make eye contact with Sue and the only time she spoke to her was to say how much it came to. I think this was bloody rude and very poor customer service. I used to work in retail myself and always made sure the customer was my sole focus throughout the transaction. If a colleague started a conversation with me, even if it was work related, then I would ask them to wait whilst I finished dealing with the customer.

Is this really too much to ask? I could have said something but I really do feel it would have fallen on deaf ears and she probably would have considered me to be rude!. Would be interesting to hear thoughts on this, especially from people who work in retail

 

[Hacker]

I know what you mean Marc, I had a serious issue with Tesco and Securicor today and I kicked off a bit in the store which is unlike me. I went to get some cash out using my business account debit card and the ATM ate my card, froze for about two minutes and then "Windows XP is shutting down" came up on the screen. Just what you need on a BH weekend particularly when the car I have hired on Sunday in Ireland has been booked using this card. :bang:

To cut a long story short Tesco could not give me my card back as they do not have the keys (fair enough), apparently Securicor hold them but they had already been out that day because this was the third time it happened since this morning.:bang: :bang: I got on the phone to Securicor and told the numpty on the other end my dilemma to which he replied "It's not my problem" at which point I almost lost it as I went into orbit . (I'll spare you the details)

Customer service? They wouldn't know the meaning of the word.

[/Rant off]

 

[Carl V]

Yes, you are absolutely right, it is rude. Sadly there are many other examples of poor customer service as the one you have experienced.

I used to work in a camera shop in the late 1980s for just over 4 years, and my manager was the 'old school' type who always instructed us that the customer was first - and rightly so in my opinion.

I guess it could be down to the training policy of the individual store, as I have encountered members of staff from say, a supermarket, who are courteous and go out of their way to help, and yet others from that same store who couldn't care less.

Not long ago, I was at the checkout at Lidl and the lady told me the total amount and I gave her the money in her hand. She then hands over the change, but leaves it on the counter. That would be unforgiveable in my day at the camera shop. I did mutter a remark back at her which I won't repeat here, but I rarely go to Lidl anyway.

 

[Marc]

That's really crap Colin. Did you sort it out in the end?

Carl, that's another thing that irritates me, my change being placed on the counter instead of in my hand, along with them holding their hand out for the money when I'm sorting through my coins to give to them. :bang:

 

[inaneredstripe]

i definitely want to smack the odd spotty faced tw** of an assistant who is talking to a mate/texting/scratching arse while serving me.
it also realy annoys me when they stick their hand out for the cash while your extracting your wallet too.

 

[photon]

Groups of management suits in Tesco's, ambling line-abreast down the aisles, expecting their customers to make way for them.

From the other perspective, it's a vanishingly small percentage of online customers who can be arsed to enter their address, correctly formatted.

 

[Steep]

Securicor could not have given you back your card Colin, for a number of reasons. The card is not your property, it's the banks' and g4s have no way to tell why the machine kept your card unless an engineer happened to be there at the moment your card got stuck and saw it. They are not allowed to go into an atm and retrieve a card without specific instructions from the bank and you'll be quicker getting a new card than trying to get that.

No excuses for the guy on the phone being a short richard though.

 

[Steep]

As for poor service from sales staff well, you pay monkey wages, you end up employing a lot of monkeys and that is our fault!

We want to pay the lowest price for everything so we must expect to lose something in the process, what we lose is a guy/gal on the other side of the counter who gives a damn because they just don't get paid enough.

 

[Flash In The Pan]

Ok, a bit of a rant coming up. Maybe this shouldn't annoy me so much but it does!

Whilst in Boots today, Sue was buying a bottle of water and a packet of crisps and I observed the woman serving her. Throughout the whole transaction she was having a conversation with a colleague and not once did she make eye contact with Sue and the only time she spoke to her was to say how much it came to. I think this was bloody rude and very poor customer service. I used to work in retail myself and always made sure the customer was my sole focus throughout the transaction. If a colleague started a conversation with me, even if it was work related, then I would ask them to wait whilst I finished dealing with the customer.

Is this really too much to ask? I could have said something but I really do feel it would have fallen on deaf ears and she probably would have considered me to be rude!. Would be interesting to hear thoughts on this, especially from people who work in retail

Don't get me started on this subject :annoyed:

 

[Marc]

As for poor service from sales staff well, you pay monkey wages, you end up employing a lot of monkeys and that is our fault!

We want to pay the lowest price for everything so we must expect to lose something in the process, what we lose is a guy/gal on the other side of the counter who gives a damn because they just don't get paid enough.

It's a fair point in many ways, but retail has always been poorly paid as was I when I was doing it, but I never used it as an excuse to be rude and there are plenty of people working in that area who treat the customer as they should be treated who in turn are then treated with the respect they deserve.

 

[Marc]

Don't get me started on this subject :annoyed:

But I want to!

 

[minimeeze]

One thing I have certainly noticed since living in Canada is that in general, customer service is excellent! From the small shops, to the major stores, I've always been asked how I am, helped with the packing (in fact I can't remember the last time I had to put my shopping in a bag ), and wished a good day. Everyone seems really helpful - in comparison with the miserable sods I've encountered working in shops in the UK.

 

[Hacker]

Securicor could not have given you back your card Colin, for a number of reasons. The card is not your property, it's the banks' and g4s have no way to tell why the machine kept your card unless an engineer happened to be there at the moment your card got stuck and saw it. They are not allowed to go into an atm and retrieve a card without specific instructions from the bank and you'll be quicker getting a new card than trying to get that.

No excuses for the guy on the phone being a short richard though.

I know Securicor couldn't have done anything Steep but I was mightily peed off at the time and it was his attitude that got to me, I wouldn't dream of speaking to someone like that.

One thing I have certainly noticed since living in Canada is that in general, customer service is excellent! From the small shops, to the major stores, I've always been asked how I am, helped with the packing (in fact I can't remember the last time I had to put my shopping in a bag ), and wished a good day. Everyone seems really helpful - in comparison with the miserable sods I've encountered working in shops in the UK.

I found that when I was over there last year, it was such a refreshing change.

 

[Marc]

I haven't been to Canada or the US, but I have heard that there is a totally different ethos over there when it comes to customer service. We all laugh when they say things like "have a nice day" but it's a damned sight better than some of the crap we have to put up with over here.

 

[Cobra]

I haven't been to Canada or the US, but I have heard that there is a totally different ethos over there when it comes to customer service. We all laugh when they say things like "have a nice day" but it's a damned sight better than some of the crap we have to put up with over here.

I spent some time in NE SD
a few years ago
I went to the supermarket with the
friend I was staying with
as the items came down the conveyor belt I picked up a bag
to start packing
You would have thought I had committed a crime!

Once I spoke, the packer realised I was a Brit and forgave me
he even carried the bags to the vehicle with a "have a nice day"

Yep much better service than the miserable sods I usually come across
in this country

 

[welly]

One thing I have certainly noticed since living in Canada is that in general, customer service is excellent! From the small shops, to the major stores, I've always been asked how I am, helped with the packing (in fact I can't remember the last time I had to put my shopping in a bag ), and wished a good day. Everyone seems really helpful - in comparison with the miserable sods I've encountered working in shops in the UK.

I had that when I was out in Vancouver last year. People were just generally friendly, from the folk behind the till to.. well everyone. It's a different mentality and I suppose if you're living out in Canada then you've got a good reason to be cheerful than not!

 

[Flash In The Pan]

But I want to!

As a seasoned complainer letter writer, I don't take poor customer service lying down, in my experience the worst offenders are banks (for some reason they seem to assume it's their money) and eating establishments (particularly in the tourist areas in the north of Scotland).

If it's somewhere that a tip is expected and service has been particularly poor what I'll do if the bill is, say, £34.95 hand over £35 and tell the waiter/waitress "keep the change, you've earned it"

 

[Dangermouse]

do what we do ..... shop at Asda much nicer peeps there

 

[Marc]

If it's somewhere that a tip is expected and service has been particularly poor what I'll do if the bill is, say, £34.95 hand over £35 and tell the waiter/waitress "keep the change, you've earned it"

Now that idea I like.

 

[KayJay]

The best customer service I've ever come across was America. In fact, out of all the countries I've been too Britain has to be the worst for customer service. I got into a swearing match with a taxi driver in Glasgow because I was taking too long to give him money apparently. I told him to **** off and get his attitude looked at if he wanted my money in future.

 

[Flash In The Pan]

The best customer service I've ever come across was America. In fact, out of all the countries I've been too Britain has to be the worst for customer service. I got into a swearing match with a taxi driver in Glasgow because I was taking too long to give him money apparently. I told him to **** off and get his attitude looked at if he wanted my money in future.

Actually some of the best customer service I've come across was in Glasgow - the service in the now sadly defunct Cantina del Ray in King St was fantastic, as was the food

 

[Cobra]

I got into a swearing match with a taxi driver in Glasgow
. I told him to **** off and get his attitude looked at if he wanted my money in future.

Yep a subtle approach
That should do the trick

 

[photon]

Yep a subtle approach
That should do the trick

Helped by the string-vest, no doubt

 

[Flash In The Pan]

Helped by the string-vest, no doubt

<----tempted to photoshop a KJ. Nesbitt pic

 

[photon]

<----tempted to photoshop a KJ. Nesbitt pic

Same here, but he doesn't wear a turban, so I'd be clutching at straws for another stereotype.

 

[Flash In The Pan]

Same here, but he doesn't wear a turban, so I'd be clutching at straws for another stereotype.

Glaswegian-Sikh stereotypes are probably fairly thin on the ground, I'd suspect

 

[photon]

There's the notable fat one: hardup Hardeep Singh Kohli.

KJ: your wee wifey isn't looking after you properly!

 

[nilagin]

do what we do ..... shop at Asda much nicer peeps there

You need to visit the store in Dagenham, you'll find a very strange breed, that's staff and shopper.

 

[KayJay]

Ha ha. I don't wear a turban, just a beard. The turban gets in the way when I'm urban exploring.

 

[frankee]

I know what you mean Marc, I had a serious issue with Tesco and Securicor today and I kicked off a bit in the store which is unlike me. I went to get some cash out using my business account debit card and the ATM ate my card, froze for about two minutes and then "Windows XP is shutting down" came up on the screen. Just what you need on a BH weekend particularly when the car I have hired on Sunday in Ireland has been booked using this card. :bang:

To cut a long story short Tesco could not give me my card back as they do not have the keys (fair enough), apparently Securicor hold them but they had already been out that day because this was the third time it happened since this morning.:bang: :bang: I got on the phone to Securicor and told the numpty on the other end my dilemma to which he replied "It's not my problem" at which point I almost lost it as I went into orbit . (I'll spare you the details)

Customer service? They wouldn't know the meaning of the word.

[/Rant off]

Jesus :O

 

[frankee]

I work in Mcdonalds and i always try to make conversation with customers, but when it's really really busy its worse. And I hate when we get really bad customers because the foods taking ages which fair enough there angry but it's really not our fault as the people in the kitchen are so slow. Like the other day when i started this woman ordered a big meal and the guy in the kitchen said it would be over when she came back so i went to get it and he gave it to someone else!! and he didnt even make more (which your supposed to do ) and well.... she got really angry and then it took another 2 minutes!!! and then we both got really confused..

Got sorted in the end, But i always try to make conversation and ask how there day has been if there waiting etc.

 

[Marc]

I work in Mcdonalds and i always try to make conversation with customers, but when it's really really busy its worse. And I hate when we get really bad customers because the foods taking ages which fair enough there angry but it's really not our fault as the people in the kitchen are so slow. Like the other day when i started this woman ordered a big meal and the guy in the kitchen said it would be over when she came back so i went to get it and he gave it to someone else!! and he didnt even make more (which your supposed to do ) and well.... she got really angry and then it took another 2 minutes!!! and then we both got really confused..

Got sorted in the end, But i always try to make conversation and ask how there day has been if there waiting etc.

My first ever job was in Mcdonalds so I know exactly where you're coming from. Remember though, it may not have been you fault but it's even less the customer's.

 

[frankee]

My first ever job was in Mcdonalds so I know exactly where you're coming from. Remember though, it may not have been you fault but it's even less the customer's.

I really dont like it sometimes, but i try hard to get the customers served and away. But they never understand we just serve the food, dont cook it aswell so please dont shout at us. Shout at them behind the Big mac's etc

 

[Marc]

I really dont like it sometimes, but i try hard to get the customers served and away. But they never understand we just serve the food, dont cook it aswell so please dont shout at us. Shout at them behind the Big mac's etc

I agree, but as far as that customer is concerned you ARE Mcdonalds. It's not fair but it applies to all retail. Sometimes you just have to suck it in and move on.

 

[frankee]

I agree, but as far as that customer is concerned you ARE Mcdonalds. It's not fair but it applies to all retail. Sometimes you just have to suck it in and move on.

Oh yeah i'm kinda used to it. I was always dreading that when i first started. etc

 

[Flash In The Pan]

I agree, but as far as that customer is concerned you ARE Mcdonalds. It's not fair but it applies to all retail. Sometimes you just have to suck it in and move on.

When it comes down to it the front line staff are, as you say, the company.

The customer is always right - even if that means they are a right nob

 

[KayJay]

I work in Mcdonalds and i always try to make conversation with customers, but when it's really really busy its worse. And I hate when we get really bad customers because the foods taking ages which fair enough there angry but it's really not our fault as the people in the kitchen are so slow. Like the other day when i started this woman ordered a big meal and the guy in the kitchen said it would be over when she came back so i went to get it and he gave it to someone else!! and he didnt even make more (which your supposed to do ) and well.... she got really angry and then it took another 2 minutes!!! and then we both got really confused..

Got sorted in the end, But i always try to make conversation and ask how there day has been if there waiting etc.

If I'm going to McDonald's the last thing I'm concerned about is customer service. You work in a fast food joint, you're not meant to give customer service. Just give me what I want ASAP so I can go eat it... that's the whole point. And if someone asks for no gherkins, **** 'em. They can pick them out themselves.

When I went to New York the McDonalds staff would take your order and as soon as you handed over the money the food was there on a try and they were shouting for the next customer before you were even gone. That's what a fast food joint should be operating like. If I want customer service I'll go to a proper restaurant. Fast food joints in Britain **** me off royally.

[/end rant mode]

Sorry.

 

[Marc]

If I'm going to McDonald's the last thing I'm concerned about is customer service. You work in a fast food joint, you're not meant to give customer service. Just give me what I want ASAP so I can go eat it... that's the whole point. And if someone asks for no gherkins, **** 'em. They can pick them out themselves.

When I went to New York the McDonalds staff would take your order and as soon as you handed over the money the food was there on a try and they were shouting for the next customer before you were even gone. That's what a fast food joint should be operating like. If I want customer service I'll go to a proper restaurant. Fast food joints in Britain **** me off royally.

[/end rant mode]

Sorry.

But Kayjay, that IS customer service. It's giving the customer what they want.

 

[Uneducated_Rick]

When it comes down to it the front line staff are, as you say, the company.

The customer is always right - even if that means they are a right nob

No, the customer is not always right, in fact the customer is nearly always wrong but you have to say so in a polite, non aggressive and apologetic manner. My manager used to put me on Custoemr Services all the time as I would give out less refunds than other staff whilst not offending anyone nor getting any complaints

 

[frankee]

If I'm going to McDonald's the last thing I'm concerned about is customer service. You work in a fast food joint, you're not meant to give customer service. Just give me what I want ASAP so I can go eat it... that's the whole point. And if someone asks for no gherkins, **** 'em. They can pick them out themselves.

When I went to New York the McDonalds staff would take your order and as soon as you handed over the money the food was there on a try and they were shouting for the next customer before you were even gone. That's what a fast food joint should be operating like. If I want customer service I'll go to a proper restaurant. Fast food joints in Britain **** me off royally.

[/end rant mode]

Sorry.

:bang: