Tesco - insulting and disgraceful behaviour

mummysdragon

dangeroussports wrote: »

You pay peanuts you get monkeys.........

Many years ago people received a decent wage.

Tesco, Currys, Comet, Sainsburys, Call centres, etc etc.

Drive down the costs and raise the profits. Streamline the process, reduced overheads etc.

They dont get paid enough to kiss every customers A**E.

Face it, you go to a cheapo outlet and you get a cheapo service. I remember getting a cheapo flight with easyjet once, the lady in the seat infront called a hostess over and asked for a blanket. The hostess replied "Im sorry madam, but we dont carry blankets on a short haul flight". The lady in the infront seat said - said -said "British Airways do. They are much better"

I thought, and with hindsight should of said "Well go and bloody well get a BA flight and stop annoying the staff and making other CUSTOMERS hear your rubbish"

Customers....honestly!

Yes this did make me laugh, so thanks..but in my view one of the best stores I have had great service from is Netto's..now you can't get much cheaper than that.
This is all down to company policie's and the individuals who they employ.
Cor one job I would love to do is a secret shopper, boy would some shops get some feedback that would shock them.

NiteRider

Honeydog wrote: »

A normal rational person knows when they have handled a situation badly and takes it on the chin.

The OP here appears to be a reasonable chap (look how many thanked posts he has!) and remember he had his girlfriend with him so there was a witness.

People post on here when they think they have been treated shamefully and in 99% of cases they have been. The odd exceptions are easy to spot. Someone points out a flaw in their argument and they slink off and don't reply to any of the questions or statements.

My money's on the OP here. I hope this thread keeps going because I'd like to know the eventual outcome.

Keep it up Nite!

Thanks for your support, Honeydog. You make some good points. If we had somehow been to blame, as some MSErs believe, I wouldn't have taken things so far. Also, as I stated (in the thread on NI board) if I just had been "chancing my arm", I would have given up at the first hurdle.

As for the eventual outcome, a Tesco CS Chief Executive phoned and left a message on our answering service that they wanted to speak to me to try and find a resolution. Once this has happened I will post details here.

Chas

NiteRider, I'm sorry that you've had to go through this.

Regardless of who is at fault here it's obvious to me that you are very upset & unhappy at the way in which you & your partner have been treated. Tesco seem to have completely overlooked that point.

I've worked in customer service all my life & customers can be awful. However, the majority are not. Most customers are lovely, some are really lovely.

I've always tried to treat customers the way I like to be treated when I'm a customer. I smile, say hello, offer them help, say thank you & say goodbye. It costs nothing to be pleasant to people. When they are being awful I still try to treat them the same.

In my experience it's easier to just agree with the customer, apologise (even though it's rarely my fault that they are actually complaining), share a smile & they leave happy. My life is easier & they are satisfied. Job done. The customer isn't always right, but they think they are, they've paid for a service & think they are entitled to something (rightly or wrongly).

I hope you get a proper apology.

pickle

Just boycott the store from now on. I don't bother to complain much anymore as you usually get a denial or the problem gets passed on to someone else, then someone else etc. Rarely do you get someone who takes accountability. I figure it's better to let them lose the business and not know why. After all they often they don't give a **** anyway! If everyone would boycott the stores who are rude/incompetent then they'll lose their jobs in the end anyway as they lose the custom.

Honeydog

Chas wrote: »

NiteRider, I'm sorry that you've had to go through this.

Regardless of who is at fault here it's obvious to me that you are very upset & unhappy at the way in which you & your partner have been treated. Tesco seem to have completely overlooked that point.

I've worked in customer service all my life & customers can be awful. However, the majority are not. Most customers are lovely, some are really lovely.

I've always tried to treat customers the way I like to be treated when I'm a customer. I smile, say hello, offer them help, say thank you & say goodbye. It costs nothing to be pleasant to people. When they are being awful I still try to treat them the same.

In my experience it's easier to just agree with the customer, apologise (even though it's rarely my fault that they are actually complaining), share a smile & they leave happy. My life is easier & they are satisfied. Job done. The customer isn't always right, but they think they are, they've paid for a service & think they are entitled to something (rightly or wrongly).

I hope you get a proper apology.

The voice of reason at last :j

Loopylady_2

Honeydog wrote: »

Whenever the folk who work in customer services post on these threads they invariably end up blaming the original poster. In my opinion they bring the stresses of their own job to the forum with them and this affects what they have to say.

Sometimes I think those of us who do not work in the service industry can often have a more balanced view.

Tesco is extremely successful at what it does. Unfortunately this has led to a couldn't care less attitude towards customer service. There are exceptions to this but they are rare. Most of them are more interested in talking to each other than you and don't want to deal properly with anything more complicated than "Can you tell me where the jaffa cakes are please?"

Over the last 2 or 3 years I have had some seriously rubbish treatment from poorly trained, poorly motivated staff at Tesco. I only use Tesco very occasionally now for dog and cat food. The days of the 'big shop' there are gone.

My main business has gone to the local Costcutter, M & S and Sainsburys.

Vote with your feet OP. If you genuinely feel so bad just don't shop there again. If enough people do it Terry will start to ask himself why and then he'll do something about it. If you do nothing then you are encouraging the employees to provide poor service and not to care.

HD

I don't shop at Tescos because I find the staff at my three local branches to be unmotivated, lacklustre and on the whole depressed. I do a lot of work in the stores in the job I do and have found, without exception, that the manager's attitude to work and life in general is reflected in the staff's behaviour and work attitude. I completely agree with you HD about voting with your feet. My shopping is done at either Sainsbury's or Waitrose and whilst the prices are sometimes a little higher, the service and attitude in general, is without exception, far better. Not even the lure of Clubcard points can drag me into the stores these days.

uktim29

Poppy9 wrote: »

:rotfl: :rotfl:

3 AM Typing!:p

Poppy9

uktim29 wrote: »

3 AM Typing!:p

I find copious amounts of wine helps too:D

absfabs

Loopylady wrote: »

and have found, without exception, that the manager's attitude to work and life in general is reflected in the staff's behaviour and work attitude.

Loopylady may well be right and it's down to local or possibly regional management.

I shop at 2 large Tesco stores regularly, and quite honestly, I never really had reason to complain. If I had to return something it's never been a problem.The local tesco express is okay, too.

Yes, the younger staff in particular can be "lacklustre", but that's nothing specific to tesco, really.

Mostly staff are polite and friendly, and when I asked for help to find something or struggled with self-service checkout they have always been helpful.

I must be lucky with the area manager!!!

doitmyself

As for the eventual outcome, a Tesco CS Chief Executive phoned and left a message on our answering service that they wanted to speak to me to try and find a resolution. Once this has happened I will post details here.[/QUOTE]

Well done Niterider for keeping this interesting thread going despite the discouragement from posters including myself along the way (I haven't changed my opinion incidentally). Tell me, will you be equally vociferous in you praise of Tesco once they resolve this to your complete satisafaction which, if they're really going to contact you they certainly will?
Poppy9: Thank you for the career/interview advice in an earlier post I look forward to 'serving' you...