Retailers fail to understand what Customer Service is!!

[siggie-reported-by-alarmists]

Definition:  "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

If a customer requests a specific item, whether Pharmacuticals, Food, Furniture or Electronics.....it is because THAT is excatly what the customer wants!!

When has the retailer ever had the right to override the paying customer, and decide that they can substitute with what they want to supply......and not deliver what the customer has ordered, then act shocked that you are not prepared to suck up what ever they have chosen for you!!......really over rubbish service from people who are PAID to provide customer service!!  

And no....this rant is not eBay related.....

[*crikey*mate*]

Hi DLA 🙂

You've been missed, you ought to see all the dead threads getting bumped to the top out there!

So what did you order, and what did you get?

[siggie-reported-by-alarmists]

Hi Crikey, 

Missed?.......lol....thanks for bumping my thread.....

The point of my thread, is my disappointment in  the lowering of standards amongst those in the customer service industry.......if it wasn't for the customers...and the work......... they might enjoy their jobs more.....shame on customers for having expectations!

[the_hawk*]

Many retailers seem to believe customers owe them something, then add the poorly trained stuff that in many cases dont know the products they are selling, then add the ones that are more interested in talking with each other instead of seeing if a customer thats standing at a counter needs help, then add the long ques at the check outs where you are expected to stand like cattle, then add the high prices and then they wonder why online shopping has taken of.

From your rant in the OP I guess you are talking about a chemist shop suppling a generic without asking first.

Been there done that one

[monman12]

DLA: "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

"A feeling"?  I would prefer "that it has met the customer expectation". 

Ddefinition of customer service:

"Customer support is a range of customer services to assist customers in making cost effective and correct use of a product"

DLA: "If a customer requests a specific item, whether Pharmacuticals, Food, Furniture or Electronics.....it is because THAT is excatly what the customer wants!!"

That might be what a customer has "specifically"  chosen, but then the choice could well be based upon outdated information,   resistance to change, ignorance as to  suitability for required task. improved item available. There are many variables that must be considered, and often the retailer/employee will be in a better position to advise/guide a customer as to suitable improved alternatives to their choice.

nɥºɾ

[cherry*135]

If the retailer advises the customer they are going to have to substitute the  product  requested for another and asks the customer if they still want to continue with the purchaser/order before the transacition takes place, that is the right way of going about it. They are giving the customer the chance to go ahead or cancel the purchase. If the retailer  just substitutes a product without letting the customer know first, that is not acceptable.

[the_hawk*]

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@monman12 wrote:

DLA: "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

"A feeling"?  I would prefer "that it has met the customer expectation". 

Ddefinition of customer service:

"Customer support is a range of customer services to assist customers in making cost effective and correct use of a product"

DLA: "If a customer requests a specific item, whether Pharmacuticals, Food, Furniture or Electronics.....it is because THAT is excatly what the customer wants!!"

That might be what a customer has "specifically"  chosen, but then the choice could well be based upon outdated information,   resistance to change, ignorance as to  suitability for required task. improved item available. There are many variables that must be considered, and often the retailer/employee will be in a better position to advise/guide a customer as to suitable improved alternatives to their choice.

nɥºɾ

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That may be the case

BUT it should never be done without consulting the customer first and then respecting the customers right to their decision .

Failure to do so will result in a lost sale with me.

[siggie-reported-by-alarmists]

Thanks for your reply Hawke, generic substitution without consent, is one example.....and a common complaint from customers...I do remember there has already been a thread about that....... 

A couple of retailers have recently ticked me off by doing just that....

One situation that my OH and I just found laughable, happened in a Telstra Shop recently.  We were greeted by a young man.

He asked us how he could help us. We told him we were interested in purchasing outright, one of the latest mobile phones on the market.

We started to walk in..... he said that one of the sales people would be available to help us.....terrific we said.....we looked around the shop...one customer was being served......two sales people were talking to each other.  He then told us that someone would be available in one hour.......After we stopped laughing.....we realised he has serious ..no thanks..... someone else will have our money by then!

Just ridiculous.....

[siggie-reported-by-alarmists]

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@am*3 wrote:

If the retailer advises the customer they are going to have to substitute the  product  requested for another and asks the customer if they still want to continue with the purchaser/order before the transacition takes place, that is the right way of going about it. They are giving the customer the chance to go ahead or cancel the purchase. If the retailer  just substitutes a product without letting the customer know first, that is not acceptable.

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I agree with you 100%.