within the retail world please describe an example of bad customer service? and how you would of handled it?

Question

This question is one of a series I am having to answer for an important job interview hopefully leading to a good promotion. This is within retail so any good examples will be greatly appreciated.

Answer 1

got a replacement PC from pc world with a software bundle, software bundle would play to to substandard video card in the pc, was told i would need to upgrade if i wanted to use the software.
pointed out the shelf edge labelling which clearly Made great use of this £300+ freebie in th "great value" of the buy but was told it was a standard offer that was only compatible with some of their machines though this was not mentioned.
result was either pay £70 for a new video card or carry on without.
brought it to the attention of trading standards who told me i had a bomb proof case to take them to court with but they weren't willing to act on my behalf.

had this been me i would have ensured the package sold was either

1 compatible with the offer

2 the advert clearly stated it may be necessary to upgrade sound video and memory in certain cases

Answer 2

I would say not really paying attention to a customer. Always let the customer know what you are doing. And make sure to follow through. Lets say a customer comes up to you with a problem. They got overcharged for an item. Either have someone check to see if that was the right price or do it yourself. And if you can not do refunds then call a manager. But let the customer know what you are doing. And when ever a customer asks you a question, be fully willling to find out that answer even if it means calling another store. Or asking several employees. Some customers may get a little frustrated waiting but most of them appreciate the time and effort you made. The idea of customer service is making the person feel important like you noticed them and care about them. Like where I work, I sell choclate and I greet them and they tell me what they want and then I offer them a sample of choclate and give them a free book about our company, they just seem ticked pink about all that. I have worked in retail for about 5 years I have have seen a lot of employees give bad customer service. Like for instance my last job we had to ask for zip codes. The employee would not even greet the customer just say zip code. That is rude I think. I know its a lot of writing but I hope it helps.

Answer 3

You need to describe a bad experience you've actually encountered or a generic situation that might come up on the job. And then give your view on how you'd handle and resolve it.

The KEY here is that they want to know that you:

1) Realize how important good customer service is,
2) Can identify times when poor service happens,
3) Can effectively handle those times when poor service takes place, and
4) Can prevent poor service from happening in the first place.

If you approach those questions from this point of view, then you'll be giving them what they want to hear.

Answer 4

I worked customer service years ago, When customers bring there problems to you they are suppost to be right. But that does not always happen. They need receipts and try to get money with out it. Never give money, but you can exchange it. Most stores have the same policy. But where ever you work just do what they tell you is there policy. When ever in dought call your boss up front. Good luck Pem

Answer 5

Ive worked in retail customer service for 15yrs. The worse thing you could do to a customer, is not helping them. Always remember the customer is always right, no matter what, if he/she isnt happy, have them talk to the manager.

Answer 6

telling the customer they are wrong and there is nothing you can do if the receipt is lost, the product is broken, no longer available, etc.
basic handling of the situation...always emphathize with the customer, make sure you completely understand the problem (repeat it back to them), ask what they are expecting in return, be creative and find a way to compromise with them if you can't do exactly as expected....all the while staying calm, cool and relaxed!

Answer 7

for good customer service always treat the customer as you would expect someone to treat you. Bad customer service would be to not listen to the customers complaint, remember if there is a problem the customer wants to know what you will do to resolve it not who is to blame.

Answer 8

paying more attention to what a colleague did on saturday night then customers...when asking for help in new look sale as to where a top was and if they had anymore sizes i was pointed in the general direction and told if there was any they would be over there... no extra effort given just a basic acknowlegment.

Answer 9

bad cumstomer service would be not saying pleases and thank yous .

RB

Answer 10

customer being unreasonable and you are not able to satisfy the customers needs.