What every (CT) rep should know...

[David]

While everyone here on this blog has a valid point, the fact remains that in CRM (customer relations management) it is on the onus of the company (represented by the front line customer service staff) to initiate a polite and positive interaction, regardless of the mood or disposition of the customer. It has been my experience in customer care that though a
customer may begin an interaction with a rep in an "irrate" state, it is in the rep's power to turn the mood around so that the customer leaves the store satisfied. This however can only be done if the rep employs the needed charm, unthreatening body lanquage and tone of voice, and humble self confidence (nothing escalates a customer's ire faster than an arrogant, smug, defensive, or insincere response). Not every rep has these "soft skills" and thus is not really suited for the job.

One of the secrets a rep must learn is not to take the customers "guff" (for lack of a more expedient term) personally. They are mad at THE STORE (unless your personal incompetence was responsible for the customer's related irritability to begin with) not YOU personally.

Another thing I have always found valuable is to acknowledge the store's alleged error (even if the customer is totally "off base", acknowleging it is the first step to diffusing the initial anger). People will listen to other people who believe that the person with whom they are speaking is "on their side". I can not emphasise this point enough! Once they sense your "genuine" support (and it must be genuine because customers are not the fools many businesses would have you believe they are) then you have total clearance to resolve the problem calmly and satisfactorily.

Remember that there is absolutely nothing wrong with saying to a customer "Oh my goodness, I'm so very sorry to hear that. That shouldn't have happened and I'll work to fix it right away!"

Another valuable thing is to offer a discount or some kind of "freebie" (I know this isn't always possible in some companies but that is another topic --the lack of customer relations skills of the company as a whole). Nothing brings back a customer (and
provides that all-valuable word of mouth) like a complimentary item or discount!

One thing reps should remember, that is completely in their control is that many customers will specifically want to deal with you and only you if you have made them feel like "gold" (this is especially valuable if you're on a commission-basis pay of some kind or other).

Reps don't realize that they can be as much of a customer draw to a store as any sale item. Conversely, a bad and percieved "nasty" rep (and it's all about perception, remember) will develop a reputation which will follow them where ever they go in their community, even to other jobs, and prevent people from entering the store as long as you are there. You think it doesn't happen? How many times have I heard friends tell me "see that guy, that's that a__hole who gave me the hard time at Canadian Tire".

Anyway, these are things which your store (CTC specifically here) should be teaching reps. It is NOT the onus of the customer to create the proper retail mood or to "give respect". As my father used to say "repect has to be earned" and you'd be surprised what little it takes to earn that respect --that is the job of the service rep and the store. The customer may not always BE right, but it is your job to make them FEEL right. The service industry is a psychological one and this aspect of it is rarely and sadly missed in company indoctrination and orientation sessions. There is an aging computer tome which goes "garbage in, garbage out". Same goes for service reps. Give it (in what ever form you give it), and it will come right back in at you! David (Welland, ON)

 

[RogerRZ]

Wow! CTC, are you reading this?

RRZ

 

[Guest-0034]

Great post, but in my CTC experience (I worked in 4 stores), the employees don't seem to care as they are generally only there short term while in school, and are getting paid minimum wage and are given hardly any training. They take alot of grief for next to no money so it is hard to be a great service rep (morale) when your dealer is making tons of cash at your expense. When our last dealer came in he cut the floor staff in half and expected the remaining members to pick up the slack. While he was improving his bank account (short term) the customer count and sales dwindled quickly, but he did manage to buy a few luxury items from the salaries he didn't have to pay out so he feels it didn' hurt him. Now the store has a bad rep for crap service and people avoid it like a plague (there are 4 other stores in the city to go to) and the employees are even more bitter and miserable as the customers that do still come in are all in a negative state of mind. A good dealer could have avoided this mess and yet the blame falls on the floor staff in the customers eyes.

 

[Hangman]

The fact alone, that a Canadian Tire Sucks Forum exists at all, should tell you something. In regards to that last post, you say you've worked at 4 stores and you've found the result to be the same; the CT reps, simply don't care. And you're right. While working as a contractor for all the CT's in a certain city (about 8 stores) since 2000, I've also determined the same. However, upon hiring, most of these workers are ambitious, enthusiastic, energetic, and sincerely helpful. I met a certain individual who, on his first day of work, said "I love to help people, and I'm working on becoming a firefighter". Eventhough he volunteers, and contributes significantly on a regular, selfless basis, by the time 2 months had passed at CT, his attitude had changed and he couldn't stand serving people anymore.

Perhaps he isn't cut out for customer service? But I'm sure we can all relate. I'm sure we all want to provide the best service. But it wears on you when one day you're working with new faces and you build a team with these strangers, only to walk into work another day, to do it all over again. The turn-over at CT is worse than your average gas station. Sure it may be a labour job, as most people put it, but can you consider customer service "labour"? How great of customer service can you provide when you're the new kid on the block, or everyone else around you is such. When only a handful of employees are "trained", and the others are just doing as their told, without knowing the whys, and whatfor's.

I could go on and on about the corruption of leadership at CT. It's horrible to hear so many people call it Crappy Tire. They even have a Hamburger at The Works named "Crappy Tire"...but hey, you can buy with your CT money!! Yeah, let's celebrate how crappy, Crappy Tire really is, with a burger.

No wonder I can't get a job anywhere else in customer relations with Canadian Tire on my resume. Potential employers just laugh and say,

"Canadian Tire? No I asked if you had any Customer Service experience"...

 

[Guest-0139]

I just have to say one thing after working for Canadian Tire for 10 years; it’s a give and take relationship. The customer is always "right" but when the customer comes in with a preconceived notion that they will get bad service, no matter how hard I try I cannot change that perception. Their perception is their reality. All I can say is that customer service is hard to master and our store tries to get it right all the time. If you are a skeptic of Canadian Tire all I ask is to keep trying. Start small, and go in with an open mind. Buy a drink or a candy bar and just walk around and observe. See if someone asks you if you need help. See if anything has changed. I agree that things need to change and I make a commitment to it everyday. But remember, Canadian Tire is one of, if not the only, major CANADIAN retailer. I would like to see more pride taken in this establishment by the owners, the corporation and the customers.

 

[Guest-0110]

I just have to say one thing after working for Canadian Tire for 10 years; it’s a give and take relationship. The customer is always "right" but when the customer comes in with a preconceived notion that they will get bad service, no matter how hard I try I cannot change that perception. Their perception is their reality. All I can say is that customer service is hard to master and our store tries to get it right all the time. If you are a skeptic of Canadian Tire all I ask is to keep trying. Start small, and go in with an open mind. Buy a drink or a candy bar and just walk around and observe. See if someone asks you if you need help. See if anything has changed. I agree that things need to change and I make a commitment to it everyday. But remember, Canadian Tire is one of, if not the only, major CANADIAN retailer. I would like to see more pride taken in this establishment by the owners, the corporation and the customers.

Why should I take pride in a corporation? Will they send me a dividend cheque if I do?
Canadian Tire staff, for the most part, get their rocks off by being confrontational right from the get-go. They will NEVER have my business again.

 

[Guest-0141]

Why should I take pride in a corporation? Will they send me a dividend cheque if I do?
Canadian Tire staff, for the most part, get their rocks off by being confrontational right from the get-go. They will NEVER have my business again.

It's that attitude that makes us confrontational right from the get-go. I don't care who you work for, and in what Country, if you confront anybody with your back up from the get-go, your negative energy just gets passed on. You have no idea what some employees have to cope with on a daily basis. From being yelled at, having life-jackets thrown at them, being held up at knife-point, to being sprayed with BUCK URINE. It's not easy to remain positive after 10 years, or 10 months in retail, considering the random customer abuse. All we as individuals ask, if to be treated as you would like to be treated. Not with ignorance or disregard for life, no matter how insignificant you think our job is. In some cases, it's all we have. Try not to look at it as a "corporation". Those are just regular people you are having a difficult time with, most of them are kids. And each store is individually owned, and each one is run differently. You can't just stereotype it.

That being said, the employees have no idea what you've gone through either. It's a two-way street. Communication and patience are key. I hope you give shopping at Canadian Tire another shot, and with a different approach. We're only human.

 

[Sharon]

Why should I take pride in a corporation? Will they send me a dividend cheque if I do?
Canadian Tire staff, for the most part, get their rocks off by being confrontational right from the get-go. They will NEVER have my business again.

Dividend cheque? You mean you're not satisfied with your Canadian Tire Dollars? =P

 

[Guest-0570]

While everyone here on this blog has a valid point, the fact remains that in CRM (customer relations management) it is on the onus of the company (represented by the front line customer service staff) to initiate a polite and positive interaction, regardless of the mood or disposition of the customer. It has been my experience in customer care that though a
customer may begin an interaction with a rep in an "irrate" state, it is in the rep's power to turn the mood around so that the customer leaves the store satisfied. This however can only be done if the rep employs the needed charm, unthreatening body lanquage and tone of voice, and humble self confidence (nothing escalates a customer's ire faster than an arrogant, smug, defensive, or insincere response). Not every rep has these "soft skills" and thus is not really suited for the job.

One of the secrets a rep must learn is not to take the customers "guff" (for lack of a more expedient term) personally. They are mad at THE STORE (unless your personal incompetence was responsible for the customer's related irritability to begin with) not YOU personally.

Another thing I have always found valuable is to acknowledge the store's alleged error (even if the customer is totally "off base", acknowleging it is the first step to diffusing the initial anger). People will listen to other people who believe that the person with whom they are speaking is "on their side". I can not emphasise this point enough! Once they sense your "genuine" support (and it must be genuine because customers are not the fools many businesses would have you believe they are) then you have total clearance to resolve the problem calmly and satisfactorily.

Remember that there is absolutely nothing wrong with saying to a customer "Oh my goodness, I'm so very sorry to hear that. That shouldn't have happened and I'll work to fix it right away!"

Another valuable thing is to offer a discount or some kind of "freebie" (I know this isn't always possible in some companies but that is another topic --the lack of customer relations skills of the company as a whole). Nothing brings back a customer (and
provides that all-valuable word of mouth) like a complimentary item or discount!

One thing reps should remember, that is completely in their control is that many customers will specifically want to deal with you and only you if you have made them feel like "gold" (this is especially valuable if you're on a commission-basis pay of some kind or other).

Reps don't realize that they can be as much of a customer draw to a store as any sale item. Conversely, a bad and percieved "nasty" rep (and it's all about perception, remember) will develop a reputation which will follow them where ever they go in their community, even to other jobs, and prevent people from entering the store as long as you are there. You think it doesn't happen? How many times have I heard friends tell me "see that guy, that's that a__hole who gave me the hard time at Canadian Tire".

Anyway, these are things which your store (CTC specifically here) should be teaching reps. It is NOT the onus of the customer to create the proper retail mood or to "give respect". As my father used to say "repect has to be earned" and you'd be surprised what little it takes to earn that respect --that is the job of the service rep and the store. The customer may not always BE right, but it is your job to make them FEEL right. The service industry is a psychological one and this aspect of it is rarely and sadly missed in company indoctrination and orientation sessions. There is an aging computer tome which goes "garbage in, garbage out". Same goes for service reps. Give it (in what ever form you give it), and it will come right back in at you! David (Welland, ON)

Agreed mostly. Only one question. Why would it be fair for the customers to get a discount/freebie when the employees barely get that? My discount doesn't even cover my tax. 10% discount, 13% tax.

 

[Angry CT Guy]

Sniff, sniff. You not getting enough? You want more freebies? Good luck with that!

 

[Guest-0575]

keep in mind that we HAVE to follow the rules. we just work there, we don't make the rules, and if we don't follow them, we get in trouble. i work at customer service and 95% of the time that a customer gets angry with me is because I'm following the rules and it is incredibly frustrating to me because I don't want to fight with anyone yet as soon as I tell them customer what we can do for them, some of them get very verbally harrassing, and i refuse to fight anyone, so I always just call the manager. so don't take it out on the people who are just trying to do their jobs by following the rules that they have.

 

[CT Challenger]

keep in mind that we HAVE to follow the rules. we just work there, we don't make the rules, and if we don't follow them, we get in trouble. i work at customer service and 95% of the time that a customer gets angry with me is because I'm following the rules and it is incredibly frustrating to me because I don't want to fight with anyone yet as soon as I tell them customer what we can do for them, some of them get very verbally harrassing, and i refuse to fight anyone, so I always just call the manager. so don't take it out on the people who are just trying to do their jobs by following the rules that they have.

Have you thought of working at a place that doesn't suck?

Maybe a store where the policy is to provide good customers service?

Then you won't be 'the messenger' who's giving bad news to consumers.

If you don't like getting 'in trouble' for giving good customer service, this is the wrong place to whine about it.

 

[Guest-0575]

Have you thought of working at a place that doesn't suck?

Maybe a store where the policy is to provide good customers service?

Then you won't be 'the messenger' who's giving bad news to consumers.

If you don't like getting 'in trouble' for giving good customer service, this is the wrong place to whine about it.

have you ever thought that i started there when i was 15 years old and am currently trying to put myself through university so that i DON'T have to work at a place like this for the rest of my life? 75% of the employees at ct are students trying to pay their way through school, and all the adults are people who never got an education, so you wrong in expecting the employee to be a professional at a certain department. of course we do our elearning and we learn lots along the way, but it only goes so far. no one is going to go out of their way to learn every little thing about the products at a job that pays minimum wage. customers are going to have complaints at any place of business, that's the way it goes. and i'm not whining, am i? i simply stuck up for half the employees that have no bad intentions with a customer, but get stuck getting harrassed by angry people. and i don't get in trouble. the reason i get the manager is, yes, to save my own ass, and so that the customer knows that i'm not just out to get him, and that way the manager gets to make the final decision. yes its a shitty job but once again, i'm just trying to put myself through school, so at this point in my life, my next job is hopefully going to be my last job, and all of you are judging every single employee by a few people's actions and it's not fair to every other employee who acts politely and is as helpful as they can be.

 

[CT Challenger]

have you ever thought that i started there when i was 15 years old and am currently trying to put myself through university so that i DON'T have to work at a place like this for the rest of my life? 75% of the employees at ct are students trying to pay their way through school, and all the adults are people who never got an education, so you wrong in expecting the employee to be a professional at a certain department. of course we do our elearning and we learn lots along the way, but it only goes so far. no one is going to go out of their way to learn every little thing about the products at a job that pays minimum wage. customers are going to have complaints at any place of business, that's the way it goes. and i'm not whining, am i? i simply stuck up for half the employees that have no bad intentions with a customer, but get stuck getting harrassed by angry people. and i don't get in trouble. the reason i get the manager is, yes, to save my own ass, and so that the customer knows that i'm not just out to get him, and that way the manager gets to make the final decision. yes its a shitty job but once again, i'm just trying to put myself through school, so at this point in my life, my next job is hopefully going to be my last job, and all of you are judging every single employee by a few people's actions and it's not fair to every other employee who acts politely and is as helpful as they can be.

Sounds like you work at a place that sucks.

Good for you for wanting to get out as soon as possible.

But please stop whining about customers who get upset when you break the news to them that your employer is trying to screw them over.

Not saying it's your fault - just that all jobs have unpleasant aspects to them, so put the blame where it belongs - with your employer, not the innocent customers who are understandable shocked to find out just how much Crappy Tire sucks.

Also, if you need the job so badly, and can't get anything else, just do the best you can, be grateful that you have the income, and be sympathetic towards the customers who are getting screwed.

Thanks You!

 

[Angry CT Guy]

Sounds like you work at a place that sucks.

Good for you for wanting to get out as soon as possible.

But please stop whining about customers who get upset when you break the news to them that your employer is trying to screw them over.

Not saying it's your fault - just that all jobs have unpleasant aspects to them, so put the blame where it belongs - with your employer, not the innocent customers who are understandable shocked to find out just how much Crappy Tire sucks.

Also, if you need the job so badly, and can't get anything else, just do the best you can, be grateful that you have the income, and be sympathetic towards the customers who are getting screwed.

Thanks You!

By customers getting screwed do you mean those that aren't getting their own way? Those that come in stoned or drunk and are abusive to staff because they are under the influence? Those that got caught lying about using something when they said they hadn't? Those that are just arrogant and abusive?
You certainly don't know much about retail. But anyone that has ever worked retail knows what I'm talking about.

 

[Guest-0577]

By customers getting screwed do you mean those that aren't getting their own way?

That's a big problem, right there. Not being able to see things from the customer's point of view. Not knowing the good service that other retailers provide. Not even knowing the various ways that Crappy Tire tries so screw it's customers.

This site has many stories of how Crappy Tire tries to screw it's customers. A common theme is Crappy Tire refusing to stand behind what they sell, and refusing to offer refunds and exchanges, just like the other stores.

Another problem is Crappy Tire refusing to hire experienced staff, or to train the staff they do have. Sounds like you could use some of the tips that the OP provided.

But instead of owning up to their own problems, the Crappy People just brush it all off, dismissing it all as simply "the customer not getting their own way", regardless of whether "their own way" is reasonable, and standard in the marketplace.

Those that come in stoned or drunk and are abusive to staff because they are under the influence? Those that got caught lying about using something when they said they hadn't? Those that are just arrogant and abusive?

Nice portrait of the people who keep you in a job, by patronizing your store.

Sounds like retailing might not be the best 'career fit' for you.

 

[Angry CT Guy]

That's a big problem, right there. Not being able to see things from the customer's point of view. Not knowing the good service that other retailers provide. Not even knowing the various ways that Crappy Tire tries so screw it's customers.

This site has many stories of how Crappy Tire tries to screw it's customers. A common theme is Crappy Tire refusing to stand behind what they sell, and refusing to offer refunds and exchanges, just like the other stores.

Another problem is Crappy Tire refusing to hire experienced staff, or to train the staff they do have. Sounds like you could use some of the tips that the OP provided.

But instead of owning up to their own problems, the Crappy People just brush it all off, dismissing it all as simply "the customer not getting their own way", regardless of whether "their own way" is reasonable, and standard in the marketplace.



Nice portrait of the people who keep you in a job, by patronizing your store.

Sounds like retailing might not be the best 'career fit' for you.

I'll be the first to call bullshit on your "opinion". Standard in the marketplace brings millions of customers every year to a CTC store. Care to dispute it? Each retailer has policies that prevent frivolous returns, otherwise their wouldn't be a stated policy at all. The vast majority of all consumers know that buyer beware means do your homework, be sure about your purchase and don't be impulsive. We give exemplary service at my location, I am constantly complimented on my staffs service level compared to the local Walmart and Home Depot. That's why I know you are a faker....you just don't know everything, but pretend that you do. I can give you, yet again, all the links that show their are detractors to Walmart, Home Depot, Lowes, Home Hardware and even Costco.....but you already know this and still call black as white. Tsk, Tsk faker advocate....and you wonder why people/consumers/posters aren't jumping on your opinion ship.

 

[Guest-0577]

I'll be the first to call bullshit on your "opinion". Standard in the marketplace brings millions of customers every year to a CTC store. Care to dispute it? Each retailer has policies that prevent frivolous returns, otherwise their wouldn't be a stated policy at all. The vast majority of all consumers know that buyer beware means do your homework, be sure about your purchase and don't be impulsive. We give exemplary service at my location, I am constantly complimented on my staffs service level compared to the local Walmart and Home Depot. That's why I know you are a faker....you just don't know everything, but pretend that you do. I can give you, yet again, all the links that show their are detractors to Walmart, Home Depot, Lowes, Home Hardware and even Costco.....but you already know this and still call black as white. Tsk, Tsk faker advocate....and you wonder why people/consumers/posters aren't jumping on your opinion ship.

Wow, speaking of BS!

Listen to all those gradiose claims about how wonderful the Angry CT Guy's store is! Too bad he won't tell us where this fabulous paradise is located, so we can check it out for ourselves!

Other stores? Gee, THEY must suck, if any consumers ever posted a vague complaint about they at any time in history. Nice "logic", crappy CT Guy - I guess that means you can ignore every complaint anybody every posts about your crappy store, huh? Yup, no way you could every suck more than any other store, right?

Well, the reality is that people are only still going to these crappy stores because they haven't yet heard how terrible the policies are, compared to all the major retailers they could choose from - all well-documented on this site, among other places. Or, they don't have a choice of retailers, so they grudgingly go to the local Crappy Tire, and take their chance on being cheated. Of course, some might have figured out what a raw deal they get at Crappy Tire, but are knowingly taking that risk, or have figured out some of the loop-holes.

Too bad the big sign at Customer Service proclaims the lie, "Easy Returns", and not the truth: "Buyer Beware" (according to Angry CT Guy).

This Crappy Person clearly isn't going to admit how much better things are for consumers at other stores, but at least they admit that consumers need to be very wary when then venture inside those doors - the store is out to cheat you, so be on your toes for their slippery tricks.

Every return will be viewed as potentially "frivolous".

Never assume you can return anything.

Indeed, consumers should all "do your research" - then they'll know to buy somewhere else.

Anywhere else will do!

 

[Angry CT Guy]

Conspiracy Theory with Jesse Ventura - Wikipedia, the free encyclopedia

 

[CT Me / Lawguy]

Wow, speaking of BS!

Listen to all those gradiose claims about how wonderful the Angry CT Guy's store is! Too bad he won't tell us where this fabulous paradise is located, so we can check it out for ourselves!

Other stores? Gee, THEY must suck, if any consumers ever posted a vague complaint about they at any time in history. Nice "logic", crappy CT Guy - I guess that means you can ignore every complaint anybody every posts about your crappy store, huh? Yup, no way you could every suck more than any other store, right?

Well, the reality is that people are only still going to these crappy stores because they haven't yet heard how terrible the policies are, compared to all the major retailers they could choose from - all well-documented on this site, among other places. Or, they don't have a choice of retailers, so they grudgingly go to the local Crappy Tire, and take their chance on being cheated. Of course, some might have figured out what a raw deal they get at Crappy Tire, but are knowingly taking that risk, or have figured out some of the loop-holes.

Too bad the big sign at Customer Service proclaims the lie, "Easy Returns", and not the truth: "Buyer Beware" (according to Angry CT Guy).

This Crappy Person clearly isn't going to admit how much better things are for consumers at other stores, but at least they admit that consumers need to be very wary when then venture inside those doors - the store is out to cheat you, so be on your toes for their slippery tricks.

Every return will be viewed as potentially "frivolous".

Never assume you can return anything.

Indeed, consumers should all "do your research" - then they'll know to buy somewhere else.

Anywhere else will do!

So based on all of this, your claim is that there is no way that a customer could knowingly, shop at Canadian Tire, anywhere in the Country for their own reasons, for good reasons, get good service, pricing and products?

People are either forced to shop at Canadian Tire, or haven't tried other retailers to see "how great they are"

That's how you analyse our business? LOL

You sir have NO clue. NOne. You're a bitter pissed off man with no objective opinion on this topic, no understanding of consumer behaviour, consumer spending and clearly no comprehension of retail as a business.

You're clueless! Have a great day