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03/05/2006, 4:18 PM moaning minnie Joined on 03/05/2006 Attleborough Posts 15 Is it me? Customer Service(?) Story A recent shopping trip to a well-known store on Gentlemans Walk in Norwich elicited the following dialogue as I made my purchase: Checkout Girl: "Cheers" (as I handed over my goods) Me: "Thank You" Checkout Girl: "D'ya want the hanger?" Me: "No thank you" Checkout Girl: "No? Tha's three then" ( I assume she meant pounds, and produced my payment card) Checkout Girl: "Chip and Pin? Put it in there" (slight head nod towards the card machine) Me: "Oh it says error" (having unknowingly put my card in upside down) Checkout Girl: "Other way up" (I replaced my card and the machine completed the sale) Checkout Girl: "Cheers. NEXT." End of transaction! It wasn't just the fact that she never once said "please" or "thank you" but more worryingly, that she managed to go through the entire process with  her chin resting on the upturned palm of one hand, and,  her elbow  firmly fixed to the counter upon which she was leaning! Somebody please reassure me that this is not the way it is now??? Has texting rendered the youth of today not only unable to conduct a conversation with a full complement of sentences, but also the inability to use both hands at the same time? Has common courtesy become too much effort?  Or is it that there is so much pressure to get people through the tills as quickly as possible that customer service has been shelved as time wasting? Shopping in Norwich......a whole new customer experience.   Moaning Minnie!!!    Report

05/05/2006, 10:31 PM runboy Joined on 15/09/2003 Posts 333 Re: Is it me? Customer Service(?) Story Agree with the chip and pin bit......why should I have to work out which way their machine takes my card. Are they not there to assist? Nevermind, they are doing themselves out of a job, just leave the card reader near the door and some bags and we can do the rest!    Report

15/05/2006, 1:28 PM SophieJackson Joined on 23/11/2005 Posts 27 Re: Is it me? Customer Service(?) Story Customer service varies greatly from shop to shop. A certain major book and newsagents in Lowestoft town centre employs some of the worst staff. I have seen people virtually chased out of the shop when it comes close to closing time and as for asking for anything, the staff would much rather be chatting amongst themselves. However, do not fear, customer service is still valued by shops. I am only in my twenties and when I was working in town at Thorntons I always greeted customers with a smile, and chatted to them when I was at the till. Most of the other employees were the same. I don't think it takes any effort to smile to a customer and make them feel valued, after all without customers the shop wouldn't be there and neither would the staffs' jobs.    Report

16/05/2006, 11:08 AM POG Joined on 31/08/2003 Round and about Posts 1,232 Re: Is it me? Customer Service(?) Story  moaning minnie wrote: Shopping in Norwich......a whole new customer experience. MM, I agree with the sentiments of your post but it does tend to sum up the English attitude to poor customer service; purchase then moan later. In my experience it is better to continue with the purchase then head to customer services or ask for the manager and request a refund because you are not happy with the service or attitude of the cashier. I doubt if the management of said store are reading this forum so your breath is wasted (other than letting off steam - which is a relief in itself). I know, the management should be on the shop floor looking out for such issues as poor service, but usually they are not. Management can only act on an issue if they know about it. If you don't get good service, don't be shy, tell them. But then this is England isn't it? Can't make a fuss you know...   To the uneducated an A is just three sticks    Report

20/05/2006, 1:21 PM SophieJackson Joined on 23/11/2005 Posts 27 Re: Is it me? Customer Service(?) Story My brother works in Homebase and they have a very good system for customer compliments and complaints, the only problem is some people complain over the daftest thing. Like a customer asked my brother where something was and he told them and then offered to show them the shelf where the product was kept, the customer said that was alright, they would find it themselves, and then, after my brother had walked off, went to the helpdesk and complained that the staff were being unhelpful! However, I do agree we should complain about bad service, though I have to say most managers don't really care. In the end you either have to boycott the shop or write to the company's head office, if you're lucky they'll send you a voucher to spend instore just to get you off their backs and file your complaint away in a box no one will ever find. Sorry, that's a bit cynical, isn't it?    Report

13/11/2006, 2:20 PM JonT Joined on 13/11/2006 Posts 2 Re: Is it me? Customer Service(?) Story I agree about the lack of customer service but with the credit/debit cards, I think I read somewhere that now chip and pin is being usd, staff shouldnt touch the customers card for security reasons (the customers not staff). I have spoken to a chap called martin Kentish and he runs a company called The Customer Feedback company in Norwich and he tries to help local and national businesses to develop a positive and constructive customer service side. He says he gets increasingly frustrated with some company views on customer feedback. Most dont want to know. I spoke to Martin as I used the McDonald's on hall Road and noticed they offer a feedback service. Martin set this up and I spoke to him regarding the benefits. I find that it is becoming increasingly common to find people still carrying on conversations with other employees rather than give the shopper the attention. I hope Martin finds the Holy Grail and gets companies to go back to 'the customer is always right'.   jon.    Report

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