Well its the end of my second day in my new job and I am quite shocked about the customer service. We had a customer return an item and I was somewhat upset by the way my co-worker talked to him. His first instinct was to blame the customer and say that if he had called the number on the catalogue to report the fault then he would have a note or record about the fault on the 'rented generator' on the system.
My thought was 'Oh My GOD!' he is blaming the customer and making him feel guilty about asking for a refund and this guy will NEVER return to us once he has been given his money back. The manager who authorised the refund forgot to apologise as well, so NO ONE said SORRY! In the managers defense he is fantastic at knowledge of our product range, but I could see him thinking about our achievement target as the customer asked for his refund, and he just assumed that the customer had been given good service before he arrived at the counter. I had the sales rep (who I will be working with once fully trained up on the stock) pull me to one side and ask me what I thought of the situation. I told him the Customer service
was bad, he agreed with me and said he was glad someone else could see it. Later we had a five way discussion about the customer who left, it was two to three about whether he got good service, the others disagreed and frankly need a customer service course before we loose too much.
One other thing is the guy running the delivery vans from the back of the store. Its where the toilets are and he likes to play pranks. First day it was balancing eggs on top of doors so they fell and broke on people. Today it was cups of water.
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