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Customer Care - What not to do
Posted by
Matthew
Dated: May 8, 2007 1:30 PM
I was shopping at one of my favourite high street clothes stores at the weekend in Oxford Street - and learned a lesson in how not to retain customers.
I handed a shirt to the cashier, which was clearly priced at £26. The cashier scanned the label and then, without speaking to me, called to the store manager. The manager and the cashier then discussed something in hushed tones, again with no acknowledgement of my presence, before the manger hurried over to the rack from which I'd selected my shirt, grabbed about five similar shirts and flung them on the counter in front of me. She then proceeded to heatedly tell me that all the other shirts were priced at £29 and, therefore, I had no right to expect to purchase my shirt at a lower price.
At this point, no-one had told me there was any discrepancy over the price and I certainly had not questioned anything - being totally in the dark, how could I?
During the entire process I'd felt like a spare part, then suddenly I was being told very sternly about my statutory rights.
I paid without too much argument - it was obvious from the manager's rude performance that it would get me no-where. Needless to say, I won't be returning - why would I with so much choice in mid-price high street fashion these days?
It did bring home to me how poor client care can lose a potential regular customer - even when it is completely without provocation.
This was a relatively innocuous example of poor service, but it was enough to put me off using the well-known high street brand again - or at least until I've stopped smarting.
Matthew Hji
Tags: customer service
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Comments (2)
Posted by Kevin Ash
Dated: May 11, 2007 8:43 AM
It would seem that bad customer service is becoming the norm in the UK these days! I usually address the situation with explaining that I am in customer service myself and offer to run their training in that particular area and explain how I have retained my customers for over 30 years! If nothing else it shows them up and makes them think about their position :-)
Posted by Alistair J Gourley
Dated: May 11, 2007 11:35 AM
I believe this to truely the way customer service really has been forgotten by high street stores...I've had a similar experience, however i did make my feelings known then the exact same thing happened. Thankfully customer care is now a priority in the hairdressing industry.