Bad customer service or just bad customers.

System

Today, one of my friends who works in a supermarket had a right horrible customer. It's a small supermarket. Today two colleagues phoned in sick. Customer was moaning that only one colleague is in the kiosk and there are four other customers in front. Obviously never been there on a Saturday morning or Tues or Friday evenings when the Euromillions jackpot is £100m+...... the queues are 12+ and two colleagues.

She stormed up to my friend who is not till trained demanding another colleague in the kiosk. My friend explained that two colleagues on the checkouts rang in sick earlier.

'So why didn't they bring in more staff?' Why aren't you till trained?' My friend has asked several times to be trained but there is no time for her to do so.

Well it's impossible to bring in staff in last minute as 1. They have plans and 2. They are required to do their scheduled shifts as no overtime available.

System

're names on cards. I have cards with various ways of my name.
S. Marble
Miss S Marble
Scarlet Marble
Miss Scarlet Marble
Scarlet R Marble
Miss S R Marble

I have submitted the wrong name on paying for things online and in call centres. No issue with payment.

System

ScarletMarble wrote: »

're names on cards. I have cards with various ways of my name.
S. Marble
Miss S Marble
Scarlet Marble
Miss Scarlet Marble
Scarlet R Marble
Miss S R Marble

I have submitted the wrong name on paying for things online and in call centres. No issue with payment.

I don't see why that would be a problem , have you ever tried to get a refund instore with a MR Marbles card ?

ThumbRemote

ScarletMarble wrote: »

Today, one of my friends who works in a supermarket had a right horrible customer. It's a small supermarket. Today two colleagues phoned in sick. Customer was moaning that only one colleague is in the kiosk and there are four other customers in front. Obviously never been there on a Saturday morning or Tues or Friday evenings when the Euromillions jackpot is £100m+...... the queues are 12+ and two colleagues.

She stormed up to my friend who is not till trained demanding another colleague in the kiosk. My friend explained that two colleagues on the checkouts rang in sick earlier.

'So why didn't they bring in more staff?' Why aren't you till trained?' My friend has asked several times to be trained but there is no time for her to do so.

Well it's impossible to bring in staff in last minute as 1. They have plans and 2. They are required to do their scheduled shifts as no overtime available.

This sounds like an appallingly badly managed store.

Cycrow

ScarletMarble wrote: »

Today, one of my friends who works in a supermarket had a right horrible customer. It's a small supermarket. Today two colleagues phoned in sick. Customer was moaning that only one colleague is in the kiosk and there are four other customers in front. Obviously never been there on a Saturday morning or Tues or Friday evenings when the Euromillions jackpot is £100m+...... the queues are 12+ and two colleagues.

She stormed up to my friend who is not till trained demanding another colleague in the kiosk. My friend explained that two colleagues on the checkouts rang in sick earlier.

'So why didn't they bring in more staff?' Why aren't you till trained?' My friend has asked several times to be trained but there is no time for her to do so.

Well it's impossible to bring in staff in last minute as 1. They have plans and 2. They are required to do their scheduled shifts as no overtime available.

Unfortunately you cant win with this. If everyone was till trained and they pulled people of the shop floor to go on the tills, then you get customers complaining that there aren't staff around to help them, or that the shelves aren't stocked ,etc

there were times while i was working at a supermarket where i had customers demanding i got on a till to serve them. I was till trained and even worked on the checkouts quite often, but sometimes im doing other jobs. jobs that cant be put on hold to help serving on tills.

The worst is when you get the really busy times and customers are demanding the store open more tills, even thou all the tills were open, and some even had 2 people working on them at a time. Christmas eve was the worst for this

geerex

ScarletMarble wrote: »

're names on cards. I have cards with various ways of my name.
S. Marble
Miss S Marble
Scarlet Marble
Miss Scarlet Marble
Scarlet R Marble
Miss S R Marble

I have submitted the wrong name on paying for things online and in call centres. No issue with payment.

Well done, you can read the names on your cards.
Pity you haven't properly read the thread...

System

had another day in paradise !

Where I work customers can order and pay via the call centre or internet and collect in store ,the only condition is that they bring the card they paid on so we can do a chip & pin verification.

Simple enough you would think.

A customer today was refusing to verify his card and said "how do I know what you will do with my pin" OMG REALLY!

After it was explained to him god knows how many times he eventually did it , but as he was walking out he was shouting that he had taken my name and was going to complain to head office. Who he hell does he think puts these procedures in place.

Jo_F

CHRISSYG wrote: »

had another day in paradise !

Where I work customers can order and pay via the call centre or internet and collect in store ,the only condition is that they bring the card they paid on so we can do a chip & pin verification.

Simple enough you would think.

A customer today was refusing to verify his card and said "how do I know what you will do with my pin" OMG REALLY!

After it was explained to him god knows how many times he eventually did it , but as he was walking out he was shouting that he had taken my name and was going to complain to head office. Who he hell does he think puts these procedures in place.

Arrrgh the pin verification, had one last week, guy has shopped with us for ages, knows the score, but sent the apprectice in without the card, for small amounts I let them go with ID, but not this one, next day he was in ranting and raving, telling us we have no idea how to run a business, blah blah blah and how he would never set foot in one of our stores again.

24 hours later, he's in store shopping.

And then you have those that have an internet shopping only card so don't have a PIN. They get told on the phone and it's printed on the email that they need to card and the PIN!

BJV

I think bad service can come from both sides. It is both customers and people who work in customer service. Just as there are rude customers there are also rude customer service / sales people.


I can not stand bad service and I am afraid to tell people but equally if someone does a good job I tell them as well.


In my last job I was completely customer facing while the vast majority of customers where normal human beings there where those who thought I was something that they should wipe off from the bottom of their shoes.


But when I was in a local supermarket at the weekend I was kept waiting in a queue as one of the ladies was talking to a manager about who knows what for a good 10 minutes. The polite human thing would of been to say sorry for keeping you waiting or at least acknowledge that I had been stood there like a limp lettuce waiting but oh know instead look at me like my head has fallen off and through my shopping around. Nice!


Ordered some tiles online and they where delivered to the wrong address not my fault. When I called I was told "listen not my fault you put the address in wrong" " that it was not their problem" sad thing is I had not.


P.s never use tilesdirect.com!

daytona0

BJV wrote: »

Ordered some tiles online and they where delivered to the wrong address not my fault. When I called I was told "listen not my fault you put the address in wrong" " that it was not their problem" sad thing is I had not.


P.s never use tilesdirect.com!

The rest o your post was good BUT...


I've heard that line a million times. Some customers make up lies example "I removed the old address" when you can clearly see that it remains the chosen deault address.

Not going to call you a liar, but I would kill to see evidence o a website changing the address to something other than the one provided by the customer on checkout... I don't think I've ever once issued a goodwill gesture and I used to genuinely investigate them by going outta my way (you realise that there is no point in the end). These sites take 100s o orders each day and the wrong delivery address issue probably crops up once every 100 orders I'd say