What does Customer service mean to you?

Karaxela on 26/05/2014 - 02:46
Last edited 26/05/2014 - 03:43

Hey all,

Customer service in Retail has changed over the years with increasing competition and changing expectations. But has this been enough..?
Although it may vary depending on context and considering we are all different.. Just wandering on a daily basis what are YOUR expectations and thoughts of :

What determines excellent customer service to you?
What determines standard customer service to you?
and
What determines poor customer service to you?

This may be a useful wakeup call for those that work in retail or customer service so please share some examples ! name, fame or shame!

General Discussion

Comments

  • Sage on 26/05/2014 - 03:07
    +12

    means everything to me. if the people are rude I'll avoid the place.

    what determines good customer service? just doing the freaking job correctly, and being attentive to the customers needs when they ask for something.
    professionalism is very important too. I don't want sly remarks or judgements ever.

    • Karaxela on 26/05/2014 - 03:24
      +2

      yeh i agree. its still so surprising how many rude reps they are out there. Disapointing given todays standards.

      • StewBalls on 26/05/2014 - 11:42
        +11

        Definitely.

        I was at a well known winery in the Hunter Valley some time back & I caught the jackass in the fudge shop being a prick to some Asian tourists…needless to say I had some fun with him, for some reason he didn't like it when I suggested he packed the fudge himself! :)

        Funny part was, after talking to these folks he was belittling, turns out they ran a 5-star hotel/restaurant at home in Mauritius & were major customers…were as in well & truly past tense.

        It just goes to show, in customer service you never know who you are talking to at any given time! ;)

        • redpump on 28/05/2014 - 11:09

          Wish I could upvote you more.

      • Tal_Shiar on 28/05/2014 - 05:02
        +4

        the problem with this mentality, is that now you have people that have no issue having a tantrum just to get their way

        • Typical16-bitEnjoyer on 28/05/2014 - 11:47
          +1

          ^^^ Oh god this. I can't visit a major retailer without seeing someone going nuts at the front desk cause they can't get their way.

      • ExtraSalt on 28/05/2014 - 08:23
        +2

        I work in sales, and have for the past 6-7 years on and off at a heating and cooling place. The customer is NEVER right, and unless you correct them and advise on what they actually need, i find most walk.

        ….so imo, 'the customer is always right' is an obsolete term, though there may be some cases in maybe hospitality where that is still valid.

    • ExtraSalt on 28/05/2014 - 08:21

      Yeah, theres been numerous times where i have paid a bit extra for good service and never regret it.

    • alizzan on 28/05/2014 - 13:55

      In addition, showing a bit of initiative. I agree with the "when they ask", but I'm more impressed if someone takes some initiative and adds a warning about something, identifies if you're intending to use a product incorrectly, or should need something else as well. Also, smiling, and absolutely no eye-rolling. It's really frustrating to have a snide/shirty response to something (particularly a complaint) when you're completely within your rights to complain/ask for something else.

  • Karaxela on 26/05/2014 - 03:39
    +2

    personally i feel..
    excellent service is about the 'wow' going above and beyound. Going that extra step without being asked. Displaying an optimistic attitude, willingness and appreciation with great empathy and listening skills. These interactions lead to satisfied customers and are often remembered

    Standard service is successfully completing requests,tasks and duties for the customer based on the needs and purpose. Something the customer would expect from their transaction. Because of how common these intereactions are, many tend to forget it for good or atleast needs to be reminded to recall.

    Poor customer service is failiure to listen and acknowledge. Displaying are negative attitude and making little or no effort to resolve any queries or offer support. The purpose may not be achieved possibly resulting in a dissatisfied or no transaction and are often remembered in detail depending on its nature and spread among our peers quiet rapidly.

  • ESEMCE on 26/05/2014 - 09:05
    +6

    Service is knowing your product (not just reading off the box) and knowing what's going to be best for your customer and why.
    That means asking questions of the customer and then matching your product knowledge with their needs. I've experienced this in probably less than 10 situations, but each time, I've bought from that place.

  • p1 ama on 26/05/2014 - 09:11
    +10

    For me, I don't need anybody to be nice to me, nor to know the product they're selling. I have enough friends who are nice and I am smart enough to do my own research on the products I want to buy.

    However, if something is DOA, I expect a replacement. If something is being RMA'd I expect prompt service and for them to update me regularly on the status of the claim.

    I think I'm quite practical, I don't need feigned niceness or courtesy, but I expect that if you're running a retail business or if you are working for one, then you should be efficient and know the law.

    • ExtraSalt on 29/05/2014 - 16:28
      -1

      the second half of your statement i agree with, the first line i don't. Sales people are there to help guide you toward the right product for your needs. doing your own research can only get you so far. Mostly what you find on the net are angry customers with bad experiences. Usually those happy don't turn to the net.

      I'm talking about big dollar items btw. stuff that cost <$200 ye research is sufficient so thats fair.

      the premium products aren't always the best for some customers and their situation i find.

      • ubcool on 29/05/2014 - 18:39
        -1

        the last person i would trust giving me the right product is a salesman.

  • Reggie74 on 26/05/2014 - 10:28
    +1

    This is an interesting question as I believe customer service is becoming non-existent. One example of this is recently I have been in the market to buy a new bedroom suite, obviously not a cheap purchase. I went to a 'Supa centre' so that I would have a range of shops to view bedroom suites. I had half of the salespersons say hello & advised me if I required assistance to ask. That I don't mind as it's enough contact made but not too much which can be annoying. The other salespersons in shops I entered left me gobsmacked. It ranged from no acknowledgement whilst in the shop, being on the phone having a loud conversation about their car without acknowledgement, a group laughing & speaking in a foreign language without acknowledgement & one that said nothing but kept following me around the shop. I was in these shops for up to 10 minutes at a time. I'm not someone that expects to be pampered but I got the impression half the businesses were not too fussed about selling. As it was a weekday these shops were almost empty of customers. I'm sure retailers get pain in the backside customers but customers are still their lifeblood.

    Maybe I'm a bit old fashioned when it comes to what I expect from customer service these days. The impression I get from most retailers these days is that 'if you want it buy it & if you do I don't want to hear about it if it doesn't live up to expectations'.

  • melgibson on 26/05/2014 - 11:51
    +2

    There should be a happy ending

  • Eeples on 26/05/2014 - 12:10
    +9

    Let me tell you a story about service.

    I was in Phonem Phenn in a fairly nice hotel and we had a large bottle of beer left in the fridge in the morning. We packed up everthing, checked out, and we had an hour to kill in the lobby of the hotel (which served their own alcohol by the way). So we decided to open the beer. But we couldn't get the lid off. 10 seconds later a waiter had opened the beer, given us chilled glasses and peanuts.

    I compare this to my local hotel telling me off for bringing an outsourced sushi into the beer garden (…while I am drinking their beer and their kitchen is closed).

    This, by the way, isn't about pay-rates in different countries it is about stupid rules, common sense and common courtesy.

    [I will be returning to the former hotel again and I actively avoid the latter whenever I can].

  • [Deactivated] on 26/05/2014 - 12:49
    +1

    This sounds like an interview question…LOL..OP, are u sure u r not just trying to gather our OzB collective wisdom for an interview?? :P

    • JayM on 27/05/2014 - 13:44

      If he is, he's compiling a sneaky yet effective list to tell the potential employers though after the first 5 they may start get suspicious then come and offer everyone on OZB a job there :P. Or may be OP is looking to hire.

      Reminds me of the OZB thread where the poster is asking for ways to invest $50k in a low risk environment….. Just because they can, not because they have a spare 50k lying around.

  • [Deactivated] on 26/05/2014 - 12:57
    +4

    Good customer service means the difference between me buying a product locally in a traditional store and getting the same product online.

    If you cannot value add some decent advice then you are providing nothing else to the transaction and I might as well get the product online, or in a big chain store.

    More often than not the local non-chain is a big let down and I go elsewhere. There are definitely exceptions and those business get my business (and return business) even if they are more expensive.

    The most recent example of this was shopping for tyres. I did the run around every tyre store in town, only one business bothered to get up from behind their desk and come and look at the trailer that needed the tyres and verify its function and recommend a suitable tyre (a commercial tyre as opposed to the standard car tyre). They were $10/tyre more expensive but got my business anyway, and I will be going back to get my other vehicles done this year.

    • ESEMCE on 26/05/2014 - 13:02
      +1

      Bang on..
      Service is worth a bit extra and will win returning business and word of mouth advertising.

      • Ughhh on 26/05/2014 - 13:14
        +1

        Unfortunately, there are lots of people who ask questions and stuff, but end up buying online instead of supporting the shop. So I can see why some businesses act the way they do.

        • donga100 on 26/05/2014 - 13:49
          +2

          Is acting that way going to improve their business?

        • Ughhh on 26/05/2014 - 17:23

          Depends I guess, Im sure they would make more money servicing a genuine paying customer than a time waster. Plus, the amount of crap some customers pull out of their ass is unbelievable, Im sure anyone who has worked in customer service/retail would have an idea.

          But on the other hand, some staff really are bad. TTP Virgin Mobile store is always empty when I walk past, while Optus/Vodafone/Telstra were all packed. When I went in to port my number, I realised why.

  • telljoolz on 26/05/2014 - 14:06
    +1

    **Depends on the business. **
    "What determines excellent customer service to you?
    What determines standard customer service to you?
    and
    What determines poor customer service to you?"

    Hospitality Industry
    - Excellent service is friendly staff… welcoming you, seeing you get seated, communicating if there will be a wait, offering alternatives if something isn't available, remembering people's orders at the table.

    Physical products
    - Leaving me to my own browsing unless I seek help/advice, demonstrating some knowledge of the product, being understanding if it doesn't function as specified if returning an item and offering a good solution.

    Services (eg internet, phone plan)
    - Explaining offers, being upfront with value of service, knowledge of configurations, being able to trouble shoot, straight forward process to sign up (or making it easier for the customer if the process is tedious), good phone manner, being able to support without redirecting to a support line if in store.

    I feel the hospitality industry's service quality is declining.
    So many times I get the wrong order, lost order, inattentive when taking order, unwelcoming, knowledgeable of menu. And when they do get it half right, I'm starting to think that is wonderful service because my expectations are so low these days.

  • scrimshaw on 26/05/2014 - 14:12
    +1

    1 What determines excellent customer service to you?
    2 What determines standard customer service to you?

    The trick to providing good service is managing the customer's expectations.

    If you as a customer service agent, promise to do something within x timeframe, then you must achieve that goal and seek to surpass it. Don't set yourself up for failure by setting unrealistic and unreachable goals.

    If you want to create customer delight then you must exceed their expectations, but if you can't do that then you give them a little more than what they paid for. Easy way to achieve is to give them a free gift — hotels do this by often giving you complimentary drinks or chocolates in the room.

  • mafmouf on 26/05/2014 - 15:04

    What determines excellent customer service to you?
    Excellent is really going above and beyond what almost everyone else would do. Something that makes me think 'wow, that was genuinely nice of you. Thank you.' This doesn't mean a free upgrade at a hotel or a drink on the house. It is more the stuff your mother would do without asking without being invasive.

    Excellent service is when the chef of a restaurant once in a while comes out to greet his guests and asks how it is. You say a little less salt or something and watch their face respond with 'hmmm, I'll try that.' You come back next week and HOLY **** they actually made a change.

    For example last week a lady at a hotel I went to rushed over to the front desk and then to us from halfway across the hotel entry and gave us a towel to dry ourselves off from walking in the rain. Another example was another hotel I asked if they had a power adaptor. The staff didn't even say yes or no, he said he will be up in 3 minutes to deliver it (was free btw).

    What determines standard customer service to you?
    For me, the standard has changed. I use to have much higher standards in customer service, but now it has dropped to the point of if the staff even acknowledge me, that's the minimum. If they are doing what's on the job description, that's standard to me. Not knowing menu options or services for example is pretty standard to me now.

    What determines poor customer service to you?
    People who just don't give a…. They don't have any sense of wanting to make your life happier for even the sake of their own job. Rocking up to a shop or restaurant with monotonous not too enthusiastic staff prevents me from ever coming back. And now to the ultimate poor service… fake acting staff. Those who lie and play around with me really grinds my gears. Over exaggerating/hyping everything shows they don't know how to make me comfortable without the load of BS.

    All above applies in retail too.

    /endrant

  • easternculture on 26/05/2014 - 23:51
    +7

    What does Customer service mean to you?

    AMAZON

  • [Deactivated] on 27/05/2014 - 02:27
    +2

    For good to excellent customer service, I really value honesty. It's quite rare but I still encounter sales people and business owners who are wonderfully honest about their products.

    I'm completely put off making a purchase if the salesperson does any sort of spiel about their brands/products/competitors that sounds rehearsed. I don't need to be brainwashed into believing certain things. I want to know what suits ME and MY needs, not have them try to convince me of what my needs should be.

    Example the other day: I decided to buy a bunch of products from an online shop. Mulled it over, took a mental note of what I planned to buy. Then I called the business owner to ask some questions since I'm new to the hobby, and immediately the guy goes on his spiel about how superior his products are compared to other brands, citing all this pseudo science nonsense to sound convincing, knocking other brands and makers, etc etc. He didn't even wait before diving into it. That completely killed it for me. I knew that A) all the products, no matter what brand, are pretty much identical in components (and none contain chemicals/pesticides like he claimed). His lack of honesty and attempt at hard selling (when I'd already made my mind up about buying from him) essentially cost him a long term customer.

    Needless to say I didn't even place my order and looked elsewhere.

    Another example was my recent purchase of an air purifier. I went to a brick and mortar well-known chain store with the intent to buy it then and there. I'd done my research but was still unsure of which to go for. The salesperson (store manager) was wonderful. Showed me the range, and when I asked what the actual differences in performance were between the highest end models and the lower end ones, he smiled and said really there were no differences. Only price. That kind of honesty I respect. I know the salesperson isn't just trying to cheat me into making a bigger purchase for their own benefit. In the end I pulled the trigger on a higher end model simply because of the additional features (which weren't necessary, but I liked). His honesty made me feel comfortable enough to make a decision based on MY preferences and needs rather than a sales pitch, and he made a bigger sale.

    There are so many other important factors though, but this is one off the top of my head due to really recent experiences.

    • pitiek on 28/05/2014 - 08:12
      +1

      Is your new hobby cooking crystal meth…??

      Hook me up…!!!

  • brickwall on 27/05/2014 - 08:16

    Good to Excellent - where the customer service (CS) understand that you're trying to make an informed decision so they r willing to help you out with information on price etc.

    Poor - when they seem reluctant to give you information on price, quality etc and sooo not friendly.

    It can make a big difference. If I like a product in a store with poor CS and I have second option at another store with excellent CS, I'll go with the second option. Why would I buy something from a person who seems to not care at all about getting my business?

    I took a mental note for my experience, and I can be very loyal to a store if they have very good customer service.

  • Karaxela on 27/05/2014 - 09:13
    +1

    Ill share my recent poor experience with something that would of otherwise being a quick simple transaction gone wrong. I pulled up in a caltex petrol station in Sydney,Hume Hwy, Lansvale. It was about 12 am so i thought i'd fill up some petrol and grab a few snacks for me and the missus.

    Filled up petrol and walked up to the outside counter (doors were closed by that time).
    An indian guy approached, didnt say hi or anything and started giving me the blank silent stare hoping id speak up first.
    me: Hey how you going. mines 2 and 1 sec i want to get some snacks and drinks to.
    ( started to look around for some snacks and energry drink, while he faces away leaning on counter texting away.)
    me: Hey can i grab a chicken smiths with a can of mother as well? thanks.
    Him: ( He ignored or didnt hear me..?)
    Me: (i repeated second time Hey…) can i get a mother and packet of chicken smiths please while pointing to the deal.
    Him (He looked at the poster for abit ( prob having no clue what i was talking about due to his limited product knowledge despite posters of the deal all across the store) before looking at be blatantly, as if trying to making me feel stupid before replying "nope".

    me: excuse me? ( lost and confused)
    him: only original flavor. only whats in the picture.
    me: but on the poster it says smith varieties so it should be all flavours within that?
    him: Cant you see the whats in the PICTURE? only that, He then receives this phone call and picks up his phone and begins to mumbble in his language and laughs out loud while i stand there staring at him. By this point i was getting pissed i tried to get his attention so i can just pay for the petrol and leave.

    me: EXCUSE ME, can i pay before i leave???
    him: continues giggling for a half a minute (felt like forever) before remembering that im still there and takes my card while still talking aloud over the phone .

    Paid for the fuel, zoomed away and never coming back. I told a friend about it and he did stop by the same petrol station few days later and from my description of him, spoke to the same guy. I asked my friend how was the guy there. he replied.. " i felt like punching him in the face if was any more of a D..K so i was like, yep, it prob wasnt just me or the dude having a bad day..

    Our expectations of service would be low in a setting like this but this is just way to poor and unacceptable. i dont expect to be given A OR B service at a petrol station but atleast no rude attitudes.

  • Azn310 on 27/05/2014 - 15:22
    -1

    As long as its cheap and decent quality, they can kick me if they want to

  • Kempe on 27/05/2014 - 15:25
    +2

    Good customer service to me is telling the truth and no bullshit.
    Also after you have my money if I need to make a warranty claim, don't make a drama out of it, if I return it to the place of purchase DO NOT tell me to take it to the manufacturer.

    • lakers1222 on 27/05/2014 - 16:38
      -1

      It's illegal for the seller to direct you to the manufacturer

      Don’t mislead consumers about their rights
      You must not tell customers they should approach the manufacturer or importer of the good for assistance – the seller must deal with the problem when approached.

      http://www.accc.gov.au/business/treating-customers-fairly/co…

      • ExtraSalt on 28/05/2014 - 08:31

        it is not illegal. It's illegal to service a damaged good prior to the Manufacturer's warranty running out. Therefore most stores redirect customers to the manufacturers warranty service.

        • notarealperson on 28/05/2014 - 21:29

          The store is supposed to handle the warranty claim with the manufacturer though. They can't wipe their hands of it and make you go through the manufacturer, the ACCC is pretty clear that the consumer is entitled to a remedy from the supplier of the goods, not the manufacturer.

          Harvey Norman franchises have recently had some hefty fines against them for refusing warranty claims and making customers go through the manufacturers.

        • ExtraSalt on 29/05/2014 - 09:28

          We handle services for DOA (dead on arrival) goods. This is then rectified within 24 hours…or we don't stop calling them. But if its weeks, months or years old, we have to send them straight to the manufacturer. the manufacturer will then ask for personal details, installation dates, serial numbers and error codes. If a third party (in this case begin the seller) even just unscrews a plate, the manufacturer's warranty is deemed void and the customer will have to live with it for the life of the appliance.

          You have to be a registered serviceperson or authorised service centre these days. In saying that, if the customer comes in store, we still sit them down and phone the customer on their behalf…i'd expect that from any store though. Manufacturers will always require the customer to authorise the call first before any personal information is passed on. they are big on this privacy thing these days

          Some companies (the better ones) offer a no questions asked full replacement warranty. So the seller will swap over the item and just get reimbursed with a new replacement or store credit.

  • lisss on 27/05/2014 - 17:46

    What determines poor customer service to you?

    I just had a disgusting customer service experience at Events (http://www.eventsretail.com.au/). I will never shop there again nor will I ever post a deal or promote them again. Things that made the experience by far the worst I've had in a physical store (ever):
    - Rude and patronising behaviour, even from the manager.
    - Being told several different things (including being misled as to my rights) in an attempt to get rid of me.
    - Not getting back to me when they promised, so I had to chase up several times.
    - Ultimately refusing to refund or even exchange a damaged dress, claiming "they're all like that" and "that's how they're supposed to be, it's not faulty".

  • rambao9 on 27/05/2014 - 17:47

    Stories are great to read, lol.

    Let me share one of my more recent experiences.

    I walked into a Japanese restaurant recently with my missus as it seemingly looked nice. The 2 staffs that were working there, one just walked back in immediately as if to hide after seeing us and the other gave us a brief look with a (i dont give a f***) face and then continued doing his stuff. I tried to give off a feint smile to show im friendly, i dont bite but was quickly rejected by just his attitude.
    So i stood there for a few seconds before deciding ok… it seems i must sit down myself. So i proceeded to sit down at a table and waited for something to happen. 30s later, nothing happened, the guy kept doing his stuff and i didnt even have a menu. So i had to get my own menu.
    What surprised me even more was, the boss was Japanese…
    Staff was chinese :/
    Anyway, this was the first time i went into a Japanese restaurant and was literally completely ignored. Should have left at that point, as the food was just as bad. My teriyaki beef was literally sugar crystals on beef.

    • [Deactivated] on 27/05/2014 - 17:55

      Where was that, bao?

      • rambao9 on 27/05/2014 - 20:16
        +1

        Sushi experience at burwood

        quite the experience indeed

        • Karaxela on 27/05/2014 - 21:11
          +1

          never been there myself but heard from some friends that the staff there was hopeless to.

        • [Deactivated] on 28/05/2014 - 01:56

          Cheers, bao. Will take note of that! I tend to be on the hunt for Jap places around town and often go to Burwood. Luckily haven't been to that place yet! lol

  • [Deactivated] on 27/05/2014 - 17:50

    Bad customer service -'if I go to the counter in a shop (eg myer) and the person is on the phone or talking to another staff member and doesn't even acknowledge me.
    Good customer service - if they look up, smile and say 'I'll be with you in a moment'. I'm always surprised how many people can't manage that!! it's pretty basic stuff.

  • double00 on 27/05/2014 - 20:03
    +2

    ..lets talk about customer who takes 30 minutes of your time and later walk out telling they will think about it…

    • StewBalls on 27/05/2014 - 21:13
      +3

      …perhaps you should also talk about the ones who go home, talk a purchase over with their partner/family, then go back to make an informed purchase from you. FWIW, I do this a lot.

      If this isn't happening at all, you might want to have a think about your product, pricing, or sales technique…

      • Karaxela on 27/05/2014 - 21:24
        +1

        yeh i get this everyday in my job and customer comes back and alot of times they return and get the product for themself and their partner resulting in 2 sales instead of one + more. And also happens with small business customers who end up grabbing a few products for their employees and everyones happy

    • ExtraSalt on 28/05/2014 - 08:34
      +1

      I sell heaters and coolers. If i give great customer service, and the customer walks out happy but still deciding, I know i've done my bit and i know they will come back for their purchase. there's no harm in discussing with your family before you make purchases large or small.

      I work under the understanding that if I give good customer service, I know they will come back.

  • neonlight on 27/05/2014 - 20:58

    I say no reason to go brick and mortar shops if there's no customer service

  • biozet on 28/05/2014 - 08:40

    not ego stroking….genuine, authentic and honest

    • redpump on 28/05/2014 - 11:13

      Tell that to the car dealer I saw last weekend. Biggest douche ever, acted like he was superior and egotistical. Even had the audacity to say he will definitely see me tomorrow. Glad to say I will never go there again, bought a car from a nice gentleman.

  • Gdsamp on 28/05/2014 - 08:45

    I really dislike it when I go to the chemist to buy a prescription medicine, and they decide to give me the generic one, without telling me. The prescription says one brand but they give me another. Really annoying.

    • StewBalls on 28/05/2014 - 08:55
      +2

      You should tick the No Brand Substitution box on the script, that will stop them.

  • crylea on 28/05/2014 - 09:42
    +6

    I hate going into a shop and being harassed. I say I'm fine thank you and I just get them watching me or following me around the store. If I need your help I'll ask!

  • Typical16-bitEnjoyer on 28/05/2014 - 12:01
    +10

    Retail and customer service is slowly dying out. It doesnt really matter anymore. Anyways it's hard to cater for everyone as all our posts show.

    Assistant "hi how are you?"

    Customer 1 "omg stop hassling me"

    Customer 2 "why did it take you so long to walk over"

    Customer 3 "I'm great thanks!"

    I'm happy as long as I get the right information and don't get lied too.

    • scrimshaw on 28/05/2014 - 20:00
      +11

      And Customer 4
      "Oh I'm good. Just checking for the best prices on Ozbargain. Do you price match?"

      Assistant
      "Not this shit again". quits job

    • ilostnemo on 29/05/2014 - 09:42
      +1

      ch4rgd has hit the nail on the head.

      I wonder how ozbargainers would act in this scenario.

      Product A is $99 in a shop where, there is basically no customer service, you may get a hi, but don't expect it. You may have to wait also an extra 10 minutes to be served.

      Product A is $119 in shop B, where you will be promptly greeted, you will have all your questions answered, you will be out of there in 1 minute.

      • ThisJustin on 30/05/2014 - 00:47

        That's a pretty significant jump in price for what should be basic customer service.

        I'd wait the ten minutes, but if they had something for feedback I'd surely leave very negative, but constructive, feedback on the service I received.

        There is a clothing store I no longer go to because the owners changed and the new ones are way too annoying. They follow you around the store making small talk and picking things up off the rack and asking if you like them. It's just such a hassle.

        Trying to make one sale by pressuring a customer can lead to 1/2 a dozen lost sales in the future.

        • Baghern on 30/05/2014 - 09:14

          There is a clothing store I no longer go to because the owners changed and the new ones are way too annoying. They follow you around the store making small talk and picking things up off the rack and asking if you like them. It's just such a hassle.

          To me this is why Rebels is going kaput and the reason I don't go there anymore.

          I work in the city and like a lot of city workers we are time poor and impulse buyers.

          So even as recent as 2-3 years ago Rebels was always packed at lunchtime.

          But since they've ramped up their pressure sales tactics, I rarely ever went. When I walk past rebels is always near empty now

  • Redfall on 28/05/2014 - 18:53

    Recently had a poor customer service experience (or lack thereof), waited around in two separate JB Hi-Fi city stores for over 30 minutes (generous guess) to finally get service. After finally buying display stock, discovered the box was missing some elementary parts, to keep the story quick, it took a lot more waiting and trips back to the store to eventually get what I bought.

    So I suppose good customer service is fairly prompt service, being polite and genuine and have an interest in what you're actually selling (A fair bit of the time I don't know what to specifically buy).

  • grumpyboots on 29/05/2014 - 00:32

    Excellent customer service? JB HiFi Brisbane store. I called up before placing an online order, wanting to check delivery arrangements. When they couldn't put me through to the guy in that department as he was with a customer, they took my number and within half an hour he actually called me back, and knew what he was talking about, and processed the order immediately. I was very impressed.

    Pathetic customer service? The Nissan dealership in Parramatta. I wanted a particular car, heard the Parra dealership was the biggest in Australia and hoped to negotiate a bargain. The dealer was so patronising, after doing his "sums" after the test drive he tried to offer me a "deal" that was a clear thousand dollars above the drive away price advertised on Nissan's own website. When I pointed this out he still tried to gouge a few hundred on top of the actual drive away price. I was so unimpressed, I walked out and bought the same car cheaper from a smaller Nissan dealer.

    Now I think of it, I have found the NRMA has always provided excellent customer service generally and especially in emergencies. Their mechanics have all been knowledgeable and friendly and I'm continually surprised by the level of politeness and value for money I get with them.

    • hahaboy on 29/05/2014 - 23:19

      I like the contrast between your comment and the one directly above yours. Haha

      • tonyjzx on 31/05/2014 - 01:12

        ohhh here we go

        i'm pretty sure I just went to the same Nissan Parra dealer

        we bought our 2nd Xtrail off the same guy who is the dealer princpal

        he sold us a new model Xtrail minus delivery costs plus a discount and threw in heaps of extras and was prompt and honest

        we will probably buy a 3rd one in 3yrs time

  • devilbabies on 29/05/2014 - 09:01

    i used to love shopping and spending money on expensive stuff, but the quality of service and goods in australia has become so consistantly dissappointing that it has trained me to become frugal and to dislike spending money .. just like a puppy that keeps getting hit on the nose everytime it takes a shit in the wrong place, companies like harvey norman, mazda, jb hifi, vodafone, red rooster, commonwealth bank, bevilles etc, etc have taught me that spending money results in punishment. they've only got themselves to blame if people aren't spending money.

  • Flying Ace on 29/05/2014 - 09:23

    Good customer service also means having the right people in the right place, unlike my boss who decided to move me from one department where I had ten years experience and had the most knowledge of all the staff in that department, into one that I know nothing about and actively avoid customers so I don't have to give them the wrong advice and look like an idiot.

    • Tal_Shiar on 29/05/2014 - 13:00
      -1

      Sorry to say this, but ask some questions and do some research in your own time, if you were actually a good salesperson the transition would be seemless. The basic principles of the job aren't as different as you seem to suggest/think and by the sounds of it you have become departmentalised (a lot to read into, and I'm sorry if I'm wrong at all)

  • crylea on 29/05/2014 - 09:36
    +1

    P&O ARE HORRIBLE!

    they cancelled our booking last year for no reason. I called up and the first girl said it was just a computer error and reinstated the booking and couldn't give me a real reason. I called again and got a different answer. I asked to speak with the manager and she said someone called up pretending to be me and cancelled the booking. When I asked her to listen to the phone call she said she couldn't because they asked for the call not to be recorded. She told me the time and date this so called person called aswell.

    1. No one had all my details for the cruise booking
    2. I called a 3rd time and asked a customer service rep if I made a call at this time and date to cancel my booking and she said no there was nothing about cancellations at all.

    I called the manager and said she was lying then he told me the sales rep I spoke to was lying to me.

    I put through a complaint toget a 25 dollar inboard credit and still no real reason why my cruise was cancelled

    Will never book with them again!

  • Baghern on 29/05/2014 - 14:31
    +1

    Sincere not fake. Being available.

    Going off tangent here, anyone else notice American's over here in retail, tend to short change you.

    I think they think its a tip.

    I'd noticed several times now the friendly fake service then holding you eye as if seeking acknowledgement of a tip, then either not giving change or shortchanging me.

    • telljoolz on 29/05/2014 - 15:39

      Thats a good tip. I'll be sure to check my change if served by an American. If they are used to getting tips in the USA, this totally makes sense.

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