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Thread: From A Customer Service Rep

  1. #31
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    Make accounts? Lay off the ganga before posting next time, mkay?
    shit for brains

  2. #32
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    shit for brains
    Yeah right! He's the shit for brains when you can't even put together a coherent sentence.

  3. #33
    ogopo
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    Re: From A Customer Service Rep

    Woah! Woah! Ok, everyone take a deep breath. Name calling is not necessary.

    I see the repeated saying about how a customer would not want to buy an opened package product. Of course, this makes sense, but I see an overall negative attitude toward the customers in the CT return policy.

    Sure, no one wants to buy a product with open packaging. But doesn't CT stand behind the products it sells? When I managed a stored (not CT) we would not sell any products that we didn't genuinely believe in. If someone was not satisfied, we would take it back immediately. And of course we would take back something that had already been opened because how else would the customer know if it worked for them?!

    There was also a lot of talking about people lying. When the CUSTOMER SERVICE rep is first assuming that the customers are lying rather than first ensuring that they have a good experience at CT, then we have a problem. It is exactly this attitude which gets in the way of good interactions. When people go to customer service, it is usually because the already have a grievance. Treating people badly is not going to make them feel better. I understand that it's difficult to receive people who are unhappy but it's your job! Perhaps customer service reps need extra training to learn to deal with people? Even if CT is not a career, this would be great for the resume.

    Everytime I go to CT I end up having a terrible experience. And then I promise myself I won't return but after some time I find myself there again, usually because at the time it is the only option.

    Let me tell you about one of these experiences. I went in one day looking for a thermostat. I searched for a while and did not find it. So had to track down an employee, asked them where I would be able to find a thermostat, he gave a confused look I explained what at thermostat is, and he directed me to the kitchen section. Of course, there were no thermostats. Just large thermometers for cooking.

    So then I lined up for 15 minutes or so at customer service. I explained my problem and asked them where the thermostats are, they gave me the aisle number and I went there. Of course, the thermostats were locked away behind glass and a key was required to get in.

    I returned to customer service, stood in line again and told them my problem. So they made an announcement on the intercom for staff to go there to help me. I returned to the aisle and waited. And waited. And no one came. So I searched for someone. The first person I asked said, "I'm busy, ask someone else". The second person sighed heavily then finally opened the glass cover. Finally! I had a thermostat! But seriously, I was feeling like I would have to jump through hoops and do a dance just so that I would have the privilege of spending my money at their store!

    I could not let this go. So I returned to customer service and asked to report a grievance. There was no offer of manager, no form to fill out. Nothing. So I finally asked for a piece of paper and just wrote a note about how dissatisfied I was with my experience. And of course, no one ever contacted me about this.

    Never in my life have I had such trouble finding things or getting help at ANY store. CT is absolutely terrible.

  4. #34
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    Re: From A Customer Service Rep

    Quote Originally Posted by ogopo View Post
    Woah! Woah! Ok, everyone take a deep breath. Name calling is not necessary.

    I see the repeated saying about how a customer would not want to buy an opened package product. Of course, this makes sense, but I see an overall negative attitude toward the customers in the CT return policy.

    Sure, no one wants to buy a product with open packaging. But doesn't CT stand behind the products it sells? When I managed a stored (not CT) we would not sell any products that we didn't genuinely believe in. If someone was not satisfied, we would take it back immediately. And of course we would take back something that had already been opened because how else would the customer know if it worked for them?!

    There was also a lot of talking about people lying. When the CUSTOMER SERVICE rep is first assuming that the customers are lying rather than first ensuring that they have a good experience at CT, then we have a problem. It is exactly this attitude which gets in the way of good interactions. When people go to customer service, it is usually because the already have a grievance. Treating people badly is not going to make them feel better. I understand that it's difficult to receive people who are unhappy but it's your job! Perhaps customer service reps need extra training to learn to deal with people? Even if CT is not a career, this would be great for the resume.

    Everytime I go to CT I end up having a terrible experience. And then I promise myself I won't return but after some time I find myself there again, usually because at the time it is the only option.

    Let me tell you about one of these experiences. I went in one day looking for a thermostat. I searched for a while and did not find it. So had to track down an employee, asked them where I would be able to find a thermostat, he gave a confused look I explained what at thermostat is, and he directed me to the kitchen section. Of course, there were no thermostats. Just large thermometers for cooking.

    So then I lined up for 15 minutes or so at customer service. I explained my problem and asked them where the thermostats are, they gave me the aisle number and I went there. Of course, the thermostats were locked away behind glass and a key was required to get in.

    I returned to customer service, stood in line again and told them my problem. So they made an announcement on the intercom for staff to go there to help me. I returned to the aisle and waited. And waited. And no one came. So I searched for someone. The first person I asked said, "I'm busy, ask someone else". The second person sighed heavily then finally opened the glass cover. Finally! I had a thermostat! But seriously, I was feeling like I would have to jump through hoops and do a dance just so that I would have the privilege of spending my money at their store!

    I could not let this go. So I returned to customer service and asked to report a grievance. There was no offer of manager, no form to fill out. Nothing. So I finally asked for a piece of paper and just wrote a note about how dissatisfied I was with my experience. And of course, no one ever contacted me about this.

    Never in my life have I had such trouble finding things or getting help at ANY store. CT is absolutely terrible.

    I dont know why everyones thinks CT reps always think you are being dishonest. I can say for our store that we always give the customer the benifit of the doubt unless they give us cause for suspicion. Unfortunatley there are dishonest people out there, it sucks for all of us. Perhaps people shouldn't be so sensitive about policies and just realize that there is usually a good reason for them.

  5. #35

    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    I dont know why everyones thinks CT reps always think you are being dishonest. I can say for our store that we always give the customer the benifit of the doubt unless they give us cause for suspicion. Unfortunatley there are dishonest people out there, it sucks for all of us. Perhaps people shouldn't be so sensitive about policies and just realize that there is usually a good reason for them.
    Common sense in needed in some terms: If there are 30 - 40 customers in a store at any one time (and it's likely much more than that), we aren't going to have 30 staff on the floor at once. Depending on how the store is layed out, while I understand your frustration of waiting for someone to come to help you, did you not think that staff were helping other customers and not simply ignoring you? If a staff member is mixing paint, another is at the line in auto parts, another is upstairs getting tires, and others helping a lady with a rat problem, etc.. are you to expect them to drop their customer and open your showcase.

    As soon as they are available I am more than sure a staff member will come and help you out but you have to also understand that there are customers who are likely already being helped and I really don't think you would feel it was fair if a staff member was helping you in seasonal and then because there is a call that they leave you behind to help someone else. I've sometimes spent 10-15 mins helping one customer getting tires, wipers, explaining how to install a tire chain, etc.. I don't think it would be fair to rush this customer..

    I just don't think it's fair people jump the gun and make accusations. Why didn't you just ASK for a manager?

  6. #36
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    I dont know why everyones thinks CT reps always think you are being dishonest. I can say for our store that we always give the customer the benifit of the doubt unless they give us cause for suspicion. Unfortunatley there are dishonest people out there, it sucks for all of us. Perhaps people shouldn't be so sensitive about policies and just realize that there is usually a good reason for them.
    Yes, the Canadian Way. Don't question anything because if something is officially in place, it's good for you.

  7. #37
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    Yes, the Canadian Way. Don't question anything because if something is officially in place, it's good for you.
    With out exaggeration, close to %50 or returns and attempted returns at my store are in some way fraudulent. If we did not uphold diligent return procedures are store would quickly go out of business. For anyone who has truly run a business you know the customer is not always right or even honest. Now for all you people ready to jump down my throat about calling ALL customers thieves just hold up. I am not calling all customers thieves and a customer should never be treated as such (unless they steal something of course), now that said asking for proof of purchase or ID when using a credit card, or walking something from a lock up cabinet (instead of letting you walk around our store with an item locked up for a reason) is not accusing you of being a thief. We have to treat all customers equally or else we are singling people out. It doesn't matter if you look like a bum or a business man I'm still gonna walk up that item for you!!

  8. #38
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    Re: From A Customer Service Rep

    All good points....just remember, when you hear of someone "thinking" that they have outsmarted a retailer by by-passing their policies and procedures, either by lying about a defect or using an old receipt to get a lower price or just plain stealing.....remember that any business or store will tighten up and EVERYONE pays the price in higher costs, inconvenience and more scrutiny. As for the poster that thinks customers should be able to buy something, try it out to see if "it meets their needs".....get real! What retail business on this planet, that is still in business, has a policy like that? Don't you think that products are tested plenty before they get to market....if the odd one does get through with a common defect, I've never experienced any problem with returns/recalls. Most of the comments on here are from unrealistic expectations and clearly from people that have never run a for profit business.

  9. #39
    Posted by an unregistered user Guest-0243's Avatar
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    Re: From A Customer Service Rep

    "Finally, please stop bitching at me at the customer service counter. I didn't make these rules, it's just my job to enforce them."

    I can't believe this is coming from a customer service Rep. Now I understand why CT created some many unhappy customers. Being a customer service Rep myself, the first the goal is to "make sure no customer leave the store with an unhappy face". And if you are looking for a job to "enforce the rules", please quit CT and join RCMP. If I can't make customer completely satisfied, I would apologize to customer, simply say "Sorry, I don't have the authority to do that, but wait, let me talk to my manager and see what we can do for you". That's exactly what lack with my experience with CT.
    Anyway, it doesn't really matter to me anymore. I will never ship at Ct again, and I wish one day CT will be under a new management with better attitude.

  10. #40
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    "Finally, please stop bitching at me at the customer service counter. I didn't make these rules, it's just my job to enforce them."

    I can't believe this is coming from a customer service Rep. Now I understand why CT created some many unhappy customers. Being a customer service Rep myself, the first the goal is to "make sure no customer leave the store with an unhappy face". And if you are looking for a job to "enforce the rules", please quit CT and join RCMP. If I can't make customer completely satisfied, I would apologize to customer, simply say "Sorry, I don't have the authority to do that, but wait, let me talk to my manager and see what we can do for you". That's exactly what lack with my experience with CT.
    Anyway, it doesn't really matter to me anymore. I will never ship at Ct again, and I wish one day CT will be under a new management with better attitude.
    join the rcmp? please, if you have never said no to a customer or never upheld (or enforced) the policies of your business your not providing customer service. All you are doing is (other than not doing your job) is saying yes, the mac classic had the ability to speak the word yes. Customer service is providing good service and attempting to meet the needs and wishes of the customer WHILE upholding your orginizations main objective (being profitable) and your orginizations policies. Simply saying yes is not condusive to being a profitable business, returning merchandise the customer broke and wants someone else to pay for is not profitable or reasonable. Your example of the customer service experiance is a joke, angry people are not rational and you cant always make them happy. The fact you have to call your manager to say no for you is the reason your not the manager. You want to be happy and live in your fairy tale world. Now I am a firm believer of good customer service despite what the responders to this post are sure to say, however i give real customer service. If you dont deserve a return or exchange ( or etc ) your not going to get it, ill be polite and offer alternitives but thats it. If you become beligerant ill ask you to leave, however if you are entiteled to a return you will get no hassel. If you have a unique situation i will go above and beyond to provide a solution we are both happy with. I will not however do whatever the customer wants simply becasue they feel they deserve it, i will simply be fair, reasonable and polite.

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