comet how to complain about them

THE_LONE_RANGER_4

uktim29 wrote: »

What is all this fetch stuff?

It looks like you treat some people like dogs.

Oh behave yourself, your just dressing things up ok i have only ever told one cs to Foff they were rude aggressive unhelpfull and so on it was in comet i asked the assistant manager to explain to me the functions of lets face it there dearest cd player and what was the main difference between that one and a similar one £100 cheaper excluding the price,
his reply was to basicaly stand in front of my wife and say well that ones better in it, that does this type of thing and that does that , its obvious, i replyed well its not to me thats why ive asked you his reply was well thats all i can tell you take it or leave it .
i said are you always this helpfull?? yes when i feel like it if you dont like it go some where else and take your custom , i asked to speak to the manager who came out, and i complained to him about his assistant managers attitude to customers well he said sorry for that if you want to rake your custom else where then feel free too .
A few weeks later the store was in our local paper, a number of customers complaing about goods and rude and unheplfull managers in that store .
i do believe action was taken.
one customer had returned his washing machine and dumped it on the entrance to the store with the message shove it up your a across it ,
i didnt see many letters in support of the staff and store infact there was none but many complaining about the attitude of the stores staff, and about the attitude of staff in other stores something i may add was not the case in the past .
My wife worked for a store for 12 years , she had to be polite at all times, she had to bend over backwards to help the customer no matter how rude they were [no rude jokes please],
[people never use to tell her to f off becouse she always did her best to help and they could see that ],and she never made the situation worse by inflameing the situation by [argueing with the customer] she had to know a reasonable amount about the product she was selling , she had to be of smart appearance and basically had to do what she was paid to do .
When i say paid to fetch something, that is what they are paid to do,
go in to a clothes shop now and say can you please fetch me a certain size i cant find it, your greated with a grunt its over there and a flick of the wrist ,
if you call that customer service then that is why you get the types you do working in the retail business .
As i said i and my wife are always polite to our customers and we have had some rude ones the better off they are the ruder they are unless we are talking to old money where its a different kettle of fish .
AS FOR RESPECT I HAVE GOT RESPECT FOR ANY ONE WHO DOES THERE JOB PROPERLY AND WHAT THERE PAID FOR NO MATTER WHAT THAT JOB IS.

There are plenty of people to blame but if customers are telling your staff to f off and i was there boss i would want to know why the customer got so angry? and frustarated, and i would want to know if my staff had done there best in addressing the situation people say customer go off half cocked stating they know there rights etc how many shops say sorry not our problem you will have to go to the suppliers as there first responce to a customers complaint about an item AGAIN CONFRONTATION FRO THE STORE STAFF STRAIGHT AWAY.
i buy electricals from an independant trader now in my town, he may be a £10 or more dearer on most items but what you get is customer service and polite staff and if you have a problem resolved there and then if with in guarantee or as fast as possible ,reason being he wants your custom the customer is his bread and butter ,
The big storeS have high staff turn overs, poor staff training, and it shows for all to see and some do not seem to be choosey on what type of charactor they employ you can tell which stores are picky with there staff.
it stand out a mile.

shuttyian

TLR, having read this thread, i would like to add my comments in to the ring.
Firstly as a CSM, i beleive that customer service is firstly based on mutual respect. I note you employ several people, comet have at least 3000 staff, and the growth of their business must have been acheived by doing something right. This includes the service they give.

Training and development is a continual process, especially in electrical as technology is moving on so quickly. A mate of mine works at Comet and they have a massive training program. Sadly whilst their training covers product knowledge i dont think they have a training module on dealing with customers with an attitude problem.

When you were looking at a CD player, and you wanted to know the features and benefits of two cd players, i beleive that the sales person would have been able to lucidly explain the difference. And I would like to credit you with the intelligence that you also had a fair indicication of the answer before hand. I also beleive that based on your response of (to paraphrase) "its not obvious to me", would indicate that you were not in the market for CD player, but in the market for a confrontation.

The "oiks" you refer to are often starting in the careers, and they may not know all the answers, they will be future managers later in life, however i am sure they afford you courtesy as a minimum, something you appear in your numerous posts in this thread to lack towards shop staff. Often when I am out shopping i get approached by shop assistants, and they are always polite and helpful.

It would appear that as you make reference to "what they are paid to do", your sheer arrogance only allows you to respect people that bring home a wage commensurate to your own. Money has nothing to do with it.

As a boss, any customer that verbally abuses or intimidates my staff are always investigated, and increasingly it appears that verbal abuse is more common place. Sometimes my staff and I have to tell customers what they dont want to hear or something although correct and lawful does not meet their expectations. I do not feel that anyone at all should have to suffer abuse at the hands of customers. After all the shop staff and Customer Service Advisors are humans and have feelings. It is their right to work without fear of abuse. Irrespective of the problem.

I choose my words carefully and you use the words"AGAIN CONFRONTATION FRO THE STORE STAFF STRAIGHT AWAY." yes confrontation. I think the word you are thinking of is resolution, as you come across that you are on the lookout for an arguement.

I feel that customer service is about resolving problems, sadly more and more focus is being spend on resolving the customers attitudes first, then the problem.

Referring to the OP, consider the techncian working alone, in someone house, being shouted and swore at, and being told "i will get my husband". I think this would be quite intimidating. He job is to fix faults with goods, not to be constantly concerned for his own wellbeing.

This was a fridge with a minor fault, there are more worse things in life. i am intrigued to sell how the OP would deal with a real problem. I think that all too often some customers see things as a personal vendetta by the retailer against them. Also i would be embarrassed that i could not speak to someone politely in my own home, i would see the techician as a guest in my home.
From the other side of the fence, I would do the absolute bare minimum for the customer. If there was ever a balance of probability or an element of discretion to be applied (not all problems are black and white) i would not give this customer the benefit of the doubt.

Retailers dont always get it right, but we live in an imperfect world, and whilst humans are involved, there will be mistakes and things will go wrong.

My grandma told me that manners cost nothing, how true. I find it interesting that whenever i have an issue with a product, I am always firm but courteous and polite, and my problem gets resolved.

bottleredhead

Sssssss wrote: »

cause it's rude to show your crack to strange man in your house :rotfl:

ROFL! :rotfl: :T norty!

THE_LONE_RANGER_4

shuttyian wrote: »

TLR, having read this thread, i would like to add my comments in to the ring.
Firstly as a CSM, i beleive that customer service is firstly based on mutual respect. I note you employ several people, comet have at least 3000 staff, and the growth of their business must have been acheived by doing something right. This includes the service they give.

Training and development is a continual process, especially in electrical as technology is moving on so quickly. A mate of mine works at Comet and they have a massive training program. Sadly whilst their training covers product knowledge i dont think they have a training module on dealing with customers with an attitude problem.

When you were looking at a CD player, and you wanted to know the features and benefits of two cd players, i beleive that the sales person would have been able to lucidly explain the difference. And I would like to credit you with the intelligence that you also had a fair indicication of the answer before hand. I also beleive that based on your response of (to paraphrase) "its not obvious to me", would indicate that you were not in the market for CD player, but in the market for a confrontation.

The "oiks" you refer to are often starting in the careers, and they may not know all the answers, they will be future managers later in life, however i am sure they afford you courtesy as a minimum, something you appear in your numerous posts in this thread to lack towards shop staff. Often when I am out shopping i get approached by shop assistants, and they are always polite and helpful.

It would appear that as you make reference to "what they are paid to do", your sheer arrogance only allows you to respect people that bring home a wage commensurate to your own. Money has nothing to do with it.

As a boss, any customer that verbally abuses or intimidates my staff are always investigated, and increasingly it appears that verbal abuse is more common place. Sometimes my staff and I have to tell customers what they dont want to hear or something although correct and lawful does not meet their expectations. I do not feel that anyone at all should have to suffer abuse at the hands of customers. After all the shop staff and Customer Service Advisors are humans and have feelings. It is their right to work without fear of abuse. Irrespective of the problem.

I choose my words carefully and you use the words"AGAIN CONFRONTATION FRO THE STORE STAFF STRAIGHT AWAY." yes confrontation. I think the word you are thinking of is resolution, as you come across that you are on the lookout for an arguement.

I feel that customer service is about resolving problems, sadly more and more focus is being spend on resolving the customers attitudes first, then the problem.

Referring to the OP, consider the techncian working alone, in someone house, being shouted and swore at, and being told "i will get my husband". I think this would be quite intimidating. He job is to fix faults with goods, not to be constantly concerned for his own wellbeing.

This was a fridge with a minor fault, there are more worse things in life. i am intrigued to sell how the OP would deal with a real problem. I think that all too often some customers see things as a personal vendetta by the retailer against them. Also i would be embarrassed that i could not speak to someone politely in my own home, i would see the techician as a guest in my home.
From the other side of the fence, I would do the absolute bare minimum for the customer. If there was ever a balance of probability or an element of discretion to be applied (not all problems are black and white) i would not give this customer the benefit of the doubt.

Retailers dont always get it right, but we live in an imperfect world, and whilst humans are involved, there will be mistakes and things will go wrong.

My grandma told me that manners cost nothing, how true. I find it interesting that whenever i have an issue with a product, I am always firm but courteous and polite, and my problem gets resolved.

sadly typical clap trapp spouted by people in the retail trade for poor customer service there is no excuse for it as for comet i think you need to google comet complaints with regards products/service , there shear size removes there competators similar to the way supermarkets get rid of competition.hence why comet now sell most of britains electrical goods it has nothing to do with customer service ,
i remember a few months back reading an article in a paper where alan titchmarsh and gloria huniford had caused a stir on his show by saying a little respect and thanks from some sales assistant wouldnt go a miss in the uk today.after all its the customer WHO PAYS THERE WAGES.

THE_LONE_RANGER_4

I would also add if some one wants and is happy working in a shop then good for them just give good service and no such thing as having a bad day , i worked in a support job in education for a number of years poor pay etc etc i remember the personel manager saying face it you are like many people in the lower paid sector your doing a boreing mundane job with little chance of promotion its a case of 9-5 lunch break home as there are not that many jobs at the top of your field , this could be applied to shop work hence why we now get poor customer service there jobs are ten a penny and they can just drift in and out.

uktim29

THE_LONE_RANGER wrote: »

there shear size removes there competators similar to the way supermarkets get rid of competition.hence why comet now sell most of britains electrical goods it has nothing to do with customer service

Then if they are the ones who most people go to to buy goods.

Why do people go there if they are as bad as you say?

The answer is really it is actually you who is spouting clap trapp! It's all in your head because you're a cynic.

smcaul

uktim29 wrote: »

Then if they are the ones who most people go to to buy goods.

Why do people go there if they are as bad as you say?

The answer is really it is actually you who is spouting clap trapp! It's all in your head because you're a cynic.

Wise words of Wisdom (or more correctly complete and utter claptrap!!!) spoken by someone who clearly has never tried to return a faulty item to a Comet store!!!!!!

Most people buy on price, Comet normally have very competitive prices, they also do a great deal of advertising to certain demographics, this brings them in a lot of business, they then try and get out of the SOGA by stating their T&C's which are printed on the back of your receipt after you have paid for the item, but carefully ignoring the most important one "your statutory rights are not affected".

The vast majority of consumers have very little knowledge of the SOGA so accept what the store manager tells them. This is how Comet get away with so much, by lieing to people.

uktim29

smcaul wrote: »

Wise words of Wisdom (or more correctly complete and utter claptrap!!!) spoken by someone who clearly has never tried to return a faulty item to a Comet store!!!!!!

Never returned anything in a Comet store according to who?

I must have imagined returning a DVD Player a couple of years back.

shuttyian

THE_LONE_RANGER wrote: »

sadly typical clap trapp spouted by people in the retail trade for poor customer service there is no excuse for it as for comet i think you need to google comet complaints with regards products/service , there shear size removes there competators similar to the way supermarkets get rid of competition.hence why comet now sell most of britains electrical goods it has nothing to do with customer service ,
i remember a few months back reading an article in a paper where alan titchmarsh and gloria huniford had caused a stir on his show by saying a little respect and thanks from some sales assistant wouldnt go a miss in the uk today.after all its the customer WHO PAYS THERE WAGES.

TLR, I am sorry for my "clap trapp" i guess over 10 years in retail and i still know nothing, ah well.

if you read my penultimate paragraph, things can and do go wrong, and there is no justification for poor customer service. I never said there was. :rotfl: Respect should always be reciprocal.

Comet started as one shop in Hull selling batteries IIRC
Comet will have their fair share of complaints, this is to be expected.
Comet do not sell most of Britains electrical goods, check your facts, however you must be niave to believe that service has not played a part in their success.

THE_LONE_RANGER_4

uktim29 wrote: »

Then if they are the ones who most people go to to buy goods.

Why do people go there if they are as bad as you say?

The answer is really it is actually you who is spouting clap trapp! It's all in your head because you're a cynic.

unbelievable its becouse in many areas the smaller ones have gone you aint got a choice didnt you notice??:rolleyes: