report on customer rage

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.

I know this isn't AF Related, but this is how I feel about my Local
Albertson's Grocery Store.

THere will be 10 people in line and one check stand open. They won't
open more.

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!
Stevie
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 personnel.
*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.
Have a nightmare customer relation story to share? Email us at
wwdbeautyn...@fairchildpub.com.

So, it's not the policy with all Wal–Marts? I thought maybe it was a
cost saver, don't offer help or say 'hi' to the customers (that's what
the 'greeter' is for) but give help if asked.

I have experience with Zellers, The Bay, SAAN, Sears Canada
and very rarely Holt Renfrew and I must say right from low–end
SAAN and Zellers to high–end HR, the service surpasses Wal–Mart.

On 18 Nov 2005 18:11:59 –0800, "Day" wrote:
As Wal–Mart says on their own Web site:
One of our secrets to customer service is the 10–foot rule, handed
down to us by our founder, Sam Walton. During his many store visits,
he encouraged associates to take a pledge with him: "I want you to
promise that whenever you come within 10 feet of a customer, you will
look him in the eye, greet him, and ask him if you can help him."
Canadian Wal–Mart stores are just Woolco retreads. Everyone who can
remember it knew the service at Woolco sucked.

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.

*Long lines
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

*Out of stocks
Rain checks are always great, but perhaps you can recommend another
similar brand's product.

*Improperly marked merchandise
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.

*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.

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!
Stevie

Long lines kill me.
In most stores this seems to depend completely on the cashier. Even
little things like running the credit card just before folding and
bagging will save time over doing it in the reverse order. Also,
what's
with cashiers that take forever to fold your stuff, put it in tissue,
add the sitcker on tops and bag it? Even if it's store policy, this
can
be done quickly. Some people take forever!
I hate Home Depot too. Every time I get in line there someone needs a
price check or something doesn't scan. Then when it happens to me I
feel bad holding up the line.
I'm getting worked up about it already.
melanie

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!
Stevie
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
personnel.
*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.

Have a nightmare customer relation story to share? Email us at
wwdbeautyn...@fairchildpub.com.

If it's techy stuff, point out a slighly more expensive product that
gives more "bang for the buck." When I bought the wimpy laptop, I
found that spending $100 more doubled RAM and hard drive space.

i was at Nordstrom today buying shoes, and the sales girl was
very friendly and helpful. maybe out of line, but i asked her
what her commission was. basically, her commission is the amount
of the sales tax. so, she made something like $13 commission on
the Cole Haans she sold me today. we both agreed that if
everyone in retail had to rely on commission to make money, then
shoppers would get much better 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.

"Day" <day_time_ni...@yahoo.ca> wrote in message
news:1132362172.005136.189...@g43g2000cwa.googlegroups.com...
It starts with the store manager and training. If the manager thinks
customer service is important and there are training sessions for the
staff, you have a better chance of being served. If the manager walks
around his or her store and pays attention to what the sales associates
are doing that helps too. The store with bad customer service can be
either high end or low end. My daughter got great service from an SA at
Wal–Mart when she was trying to get materials for her first sewing
project. The lady actually cared about helping her. Today at a local
store I had to seek out staff who were chatting before I could buy my
two items.
I've had very bad as well as very good service at high end stores.
Audrey

"Day" <day_time_ni...@yahoo.ca> wrote in message
news:1132362172.005136.189...@g43g2000cwa.googlegroups.com...
It starts with the store manager and training. If the manager thinks
customer service is important and there are training sessions for the
staff, you have a better chance of being served. If the manager walks
around his or her store and pays attention to what the sales associates
are doing that helps too. The store with bad customer service can be
either high end or low end. My daughter got great service from an SA at
Wal–Mart when she was trying to get materials for her first sewing
project. The lady actually cared about helping her. Today at a local
store I had to seek out staff who were chatting before I could buy my two
items.
I've had very bad as well as very good service at high end stores.
Audrey

There is a good side to those working on commission. We need a new
toaster oven so it is something DH will buy me for Christmas. I saw
that Macy's had one on sale for four days, called the personal shopper
and not only will she get it and charge it to our account, but she will
also have it giftwrapped for him. Ah, the ease of shopping. She gets
her commission and DH is saved a good hour or more of driving to the
mall and doing all the leg work himself.
Audrey

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.

Long lines and poor customer service really don't phase me. If the
service is really bad, I just won't go to the store again. I expect
long lines especially when there's a big sale or it's the holiday
shopping season. The only time I can remember having a "melt down" in
a store was in Macy's. They had been advertising petite cashmere
sweaters, and I went in to get a specific size, style and color. They
were completely out of my size (as usual), but there was one left ON
THE MANNEQUIN. The sales associates ignored me so I started trying to
get the sweater off the mannequin myself. When one of them came over
to yell at me, I went into a tirade about how my size always ends up on
the mannequin and given the fact that they only get two of my size in
the store to begin with, it's a real problem. The sales associate told
me that they put my size on the mannequin because it LOOKS BETTER to
the customer and that they might have to pin a larger size. My
attitude is that they probably get more than a half dozen of the larger
size in all styles and colors, and it wouldn't be such a hardship to
put one of those on the mannequin. At any rate, when she finally got
the sweater off, it was too stretched out to wear. Occasionally, I
have better luck with my size shoe being on display (i.e., it hasn't
been out long enough to be shopworn), but this is still a big shopping
pet peeve for me.

In England, customer service doesn't exist the same way.

sometimes I think that salespeople are never happier than
when they tell you there's nothing they can do for you...
ah well.

Charlie Perrin wrote:

I wouldn't recommend someone doing this unprompted if the customer had
come in for an advertised–but–not–available product. Even if it's not a
bait–and–switch act, it could easily be interpreted that way.

Ruzinthra the Ruki wrote:
When I think of commissioned versus noncommissioned salespeople, I
tend
to think of my experiences in stereo shops. My favorite store to buy
from has noncommissioned salespeople, while the place across the
street
(which I've bought from, too, but less often) has commissioned ones. I
feel a lot more comfortable buying from the first. I feel like I get
better, less biased information and am at a lot lower risk of being
talked into buying something I don't want or (more likely) something
that is more than I really want. Of course, that's stereo equipment
and
not shoes. Still, as a general statement, I vastly prefer
noncommissioned salesfolks.
beeswing

It was a Compaq Factory Outlet, "as available refurbed or excess new."
Bait and switch didn't apply in that case.
There's still nothing wrong, IMHO, about for a SA to point out
good–better–best hierarchies.

The last two cars I bought, I got the "better" model but I sorted out
the sales literature and figured what was the best bang for the buck.
In PCs, I tend to get the slowest CPU chip that runs the fastest bus
speed that's in wide use at the time. They're throttled by the
pipelines in and out anyway. My computers seem to be getting more and
more obsolescence–proof as I've done that twice. I'm generally hardly
pushing this two–year–old one the way it is. (I did throw eleven
simultaneous web logs at it recently, it did slow down in the
CPU–intensive spots.)

ahmward wrote:
The assumption there, though, is that she'd only do it if she got a
cut. Stores that want to be known for their customer service would
hire
their staff to pull out the stops in any case. It makes economic sense
to so; it's an important factor in how they build and maintain their
customer base.
beeswing

of the five or so pairs of shoes i tried on at Nordstrom, the
ones that were the most comfortable were the Cole Haans. i
worked in them Saturday for over 9 hours, and was fine. and i'm
the guy that has to buy shoe inserts for every shoe i've ever
worn just so i'll be comfortable wearing them. i've bought no
pads for these shoes. and i wore them for another six hours
today. remember, i cut hair, so i'm on my feet constantly. so
i'm glad she suggested them, cos i never would have picked them
out.

On Mon, 21 Nov 2005 02:47:27 GMT, Ruzinthra the Ruki wrote:
You do know what you just bought, don't you: "Stealth Nikes."
That should explain a lot.

Ruzinthra the Ruki wrote:
When I think of commissioned versus noncommissioned salespeople, I tend
to think of my experiences in stereo shops. My favorite store to buy
from has noncommissioned salespeople, while the place across the street
(which I've bought from, too, but less often) has commissioned ones. I
feel a lot more comfortable buying from the first. I feel like I get
better, less biased information and am at a lot lower risk of being
talked into buying something I don't want or (more likely) something
that is more than I really want. Of course, that's stereo equipment and
not shoes. Still, as a general statement, I vastly prefer
noncommissioned salesfolks.

I know this isn't AF Related, but this is how I feel about my Local
Albertson's Grocery Store. THere will be 10 people in line and one
check stand open. They won't open more. I try to never go in there,
but sometimes I go to the ATM and decide to pick–up some milk or ice
cream. My locally owned store, on the other hand, opens up a new line
if there are more than 2 people waiting.

On Mon, 21 Nov 2005 05:26:35 GMT, Charlie Perrin choked out
these words:

well it definitely explains why they were so expensive!

1. In general, I'm sick of having six people trying to "help" me
repeatedly. The same six people want to know if I'm "still doing okay"
over and over again and won't leave me alone to browse in peace.

3. I do NOT appreciate salepeople arguing with each other over my sale,
right in front of me.

Stevie wrote:
My current pet peeve are *Inattentive sales associates. With Wal–

our only 'department store' in town I often wonder, it must be

policy their 'associates' not ask if the customers need anything,

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

stores, Zellers for one, a worker would always ask if they walked

if I needed anything or would even just say 'hello' I feel ignored

Wal–Mart, I know, it seems to be in fashion to slam Wal–Mart but

one chain is the worst I've found for this sort of thing.

"Stacy Ferguson" <stac...@stacyef.net> wrote in message
news:stacyef–EE2869.22165421112...@news.newsguy.com...
This reminds me of a story a friend who used to work at Neiman Marcus
(at the jewelry counter) told me. At holiday time, she had been
literally shoved to the point where she fell on the floor by another
salesperson who was trying to get to the customer first.
India

I don't need someone to escort me to a fitting room. I can locate an
open fitting room without a babysitter.

On Fri, 18 Nov 2005 06:34:26 –0800, "Stevie" wrote:
I did a drop 'n' run at Best Buy when they had too much of a line to
check out and their management wasn't managing the problem.
Never any problems before or since.
Fire the manager on grounds of mismanagement. <grin/duck>
If it's techy stuff, point out a slighly more expensive product that
gives more "bang for the buck." When I bought the wimpy laptop, I
found that spending $100 more doubled RAM and hard drive space.
Follow the Target advice... make them feel like "guests."

Also, what's with cashiers that take forever to fold your stuff, put it in tissue, add the sitcker on tops and bag it? Even if it's store policy, this can be done quickly. Some people take forever!

Also, what's with cashiers that take forever to fold your stuff, put it in tissue, add the sitcker on tops and bag it? Even if it's store policy, this can be done quickly. Some people take forever!

I was in a desperate hurry the other day, and the cashier insisted on
counting out the change to every customer in line

She started counting out my change, AFTER she had *already* done it
once for herself over the register's drawer. So I said, "I saw you
count it, I know it's right.

" Please, I'm really in a hurry –– just
give it to me." She said, "No, it's for ME, too, I need to do it to
feel right." I just stared at her in shock. What?!? It's MY money, I
don't care if you have obsessive compulsive disorder!!

So I said that. Pleasantly enough –– "Oh, OCD, huh?" She just smiled
blankly at me and continued to COUNT OUT MY CHANGE, slowly,
deliberately, like a child just learning how. I was sort of amazed.