Re: report on customer rage
- From: "Day" <day_time_night@xxxxxxxx>
- Date: 18 Nov 2005 17:02:52 -0800
> From WWD Beauty News bulletin, considering the thread about Sephora-- and
> the time of year when 90% of us are shopping, I felt posting this was
> apropos. there was no author to attribute this to and I copied it verbatim
> FYI for those with customer service nightmares (and I would certainly
> include that Sephora glitch), there is an email at the bottom because WWD
> wants YOUR input on your worst nightmare experience.. so go to it!
> Top Story
> Disgruntled America
> As shoppers head into the holiday shopping season, more and more of them are
> acting like Scrooges. It seems consumers are not happy with the levels of
> satisfaction at the nation's retail stores. It might be a good time to take
> stock of your customer relations efforts. Online shopping is growing in
> popularity. According to WSL Strategic Retail, online shopping has increased
> almost a full hour in two years. Don't let poor service be a factor in
> sending your shoppers to their computers.
> According to a Customer Rage Survey released last week, 15 percent of
> shoppers queried who said they received unsatisfactory service sought
> revenge for their treatment. Thirteen percent used profanity when
> interacting with employees and 33 percent raised their voice. One percent
> took even more drastic measures that were not elaborated on in the survey -
> think Russell Crowe and the hotel clerk he threw a phone at this summer.
> Seventy percent of those surveyed said they experienced customer rage in the
> past year that made them extremely or very upset. And, consumers say service
> is getting worse rather than better. Bad service stories travel rapidly and
> 84 percent said they share their gripes with friends. Half of those polled
> won't return to that resource. The travel industry is identified as having
> the worst customer services, but retail has its share of complaints.
> Here are a few complaints consumers have with retailers and ways to avoid
> these pitfalls for the holiday shopping period.
> *Long lines
> A shopper at a Michael's craft store is behind a man doing a price
> adjustment. She only wants three items, but after 10 minutes in line gives
> up - leaving her items in a pile. Exchanges and price adjustments should be
> done at an alternate location, especially during holiday months. Even a
> simple apology from the cashier to those in line can help. Many stores still
> have the "three in a line" rule - another cash register is opened if there
> are three or more people in a line. If short on help and opening more tills
> isn't viable, make sure customers are entertained in line with anything from
> music, videos or even reading material.
> *Out of stocks
> The must-have plum eye shadow of the season is flying off your shelves. A
> young lady comes to get it only to find you are sold out. Rain checks are
> always great, but perhaps you can recommend another similar brand's product.
> You can also offer to call her when you get more in. Don't chastise a
> customer for waiting too late to get a hot item.
> *Improperly marked merchandise
> With the rush to get inventory on the floor, products are often marked
> wrong. Try to complete price checks with alacrity and apologize to
> customers. The words "I'm sorry" go a long way. The same is true for items
> advertised with the wrong price. Post signs in the department.
> *Not my department
> Train store employees to help ANY customer questions, even if it isn't their
> department. If they don't know an answer, make sure they know how to find
> someone who does. Shoppers won't tolerate a lack of knowledge from store
> *Inattentive sales associates
> Few things are worse than seeing sales associates talk to one another
> instead of waiting on shoppers. In some cases, associates are even on cell
> phones instead of waiting on customers. Make sure your employees know that
> the customer comes first. The holidays are the prime time to win shoppers
> over to your stores - don't turn them off with bad service.
My current pet peeve are *Inattentive sales associates. With Wal-Mart
our only 'department store' in town I often wonder, it must be store
policy their 'associates' not ask if the customers need anything, does
anyone know? They will walk by you to get to a fellow worker and start
talking to them. I asked one the other day for the time, you would
have thought I asked for her first born. I am spoilt, at other stores,
Zellers for one, a worker would always ask if they walked by if I
needed anything or would even just say 'hello' I feel ignored at
Wal-Mart, I know, it seems to be in fashion to slam Wal-Mart but this
one chain is the worst I've found for this sort of thing.
> Have a nightmare customer relation story to share? Email us at
- report on customer rage
- From: Stevie
- report on customer rage
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