SIX OF ONE & HALF A
DOZEN OF THE OTHER
It seems that this week has
been full of customer service and customer entitlement posts....sometimes its
about sales, sometimes about couture, and sometimes its about after sales
issues.
CUSTOMER RIGHTS ARE
IMPORTANT
As a page about fashion
& shopping & because I come from a corporate background, customer
rights & entitlements are important to me and will feature on this page as
required. Mind you, I have spent my fair share of time behind a fashion &
furniture register, so I hope I provide a very well rounded discussion of after
sales expectations and entitlements.
THE BACKGROUND
Today I noticed a
disappointed customer on the page of a high street chain who made a statement
that is worth exploring. She said that in respect of her complaint, store staff
were not permitted to call the appropriate head office people on her behalf to
rectify the [loyalty program] issue. This specific statement is what prompted
this post.
THE STRATEGY WHICH WORKS
I realise that I am more
assertive than most (who me?), but you need to push service providers,
otherwise you wont get what you are entitled to. Whether you spent a one off
amount or are a regular customer, you need to become more fashion assertive.
When the SA or the 2IC or the online staff seem to be dropping the ball with
respect to your concern, I find there is one solution which pretty much always
works, but it will involve a time commitment.
Considering how much time (&
frustration), you may have already invested, it may be work to channel your
time toward the following strategy:
1. Visit the store at the
BUSIEST TIME DURING BUSINESS HOURS when head office is concurrently available.
2. Escalate to the store
manager immediately. I wouldnt waste time with an SA nor the 2IC, as you will
then have to repeat the story to the manager. I have never seen a store where
the 2IC communicates the issue well enough to their boss - you are always left
to re-communicate, so you may as well ask for the boss with a succinct "I
have a quality or loyalty issue".
3. If the manager is busy
(code for on a break), then have them call their mobile. If you cant wait for
their return, dont leave the issue with anyone else – if you do, you will
continue to get the run around. Instead, return when the manager is there &
its the busiest time when head office is also available.
4. Speak firmly (no, you
dont have to yell), so that every customer in the store can hear about the
issue. I would suggest that you had practiced the spiel at home if you are not
an assertive person.
5. Repeat your issue to
every SA who says "boo" or even smiles at you, while you wait for
resolution.
& here's THE MOST
IMPORTANT (& hardest one) ONE:
6. Dont budge your cute
little ass until the matter is dealt with, IN STORE, in front of OTHER
CUSTOMERS. No "we will look at it
& get back to you", but a real resolution on the spot.
If they give you the “we
cant call on your behalf, its just company policy”, then tell them you will not
leave until they do. Tell them in front of OTHER CUSTOMERS.
If you stand your ground, they
will pick up the phone & take ownership of the problem.
You will find that
you will end up speaking to someone in management during the course of this
call. Get their name & title & if their position sounds dodgy, ask them
to explain why the head of accounting or cleaning is dealing with your issue
instead of the head of customer relations or online or production. Stand your
ground until they resolve it. More importantly, stand your ground in front of other customers at
the busiest time of day.
HORRIFIED?
Some of you may be horrified
by this post. Good. At least you have read it & may even think about it.
YOU ARE FACING….
Correct me if I am wrong -
but stores are getting worse at customer service and products are getting more
& more disposable. The economy is getting tougher & the need to make
sales is stronger.
Some companies are so
inefficient and so backward in understanding customer service that social media shaming them to do the right thing.
SO FACE THE RETAILER IN PERSON IN FRONT OF THEIR CUSTOMERS
You need to face the retailer in
person & in front of their other customers with your complaint.
THE BALL’S IN YOUR COURT
Apart from price
competition, the consumer isnt being looked after. The only person who can look
after your interests is YOU.
The ball is in your court.
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