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Here is the story on how I am making no commission.
First off corperate decided to make a few changes in our policies in the last little few months. I am no longer able to go below 10% on ANY sale. I am no longer able to give free delivery. I am pressured to sell a service plan that offers no real service.
This isnt my store making the changes, its the company as a whole. I also cannot price match other stores which has been a decent hook of my store for years. I am given no wiggle room for large sales to keep big customers.
My service plan is changed every few months. I cant keep on top of it since if I sell it I have to make notes of what version of each plan a customer has. Each version covers less then the last. Im not allowed to give out employee discounts or seniors day discount or even new credit card signup discounts.
Lots of fun.
Now onto my story of how I have now given up completely on my depot/delivery service/customer service department.
Yesterday a lady called in and told me the story (so far) about her order. She had purchased a freezer from us and had it delivered. The delivery was about a day and a half late for starters and then the freezer lid was dented. The customer called the CS people about it. They made a note in the delivery details about it. Nothing was done
The lady tells me that the next week or so was a rough time as her mother passed away suddenly and the freezer became the least of her concerns. After the tragedy she tried to get in contact with CS reps again regarding her dented freezer. She *claims* she was hung up on repeatedly. Eventually fed up with the whole thing she got a rep and asked to return the freezer. The rep told her she would then have to pay a restocking fee of 20% since this was due to 'personal reasons'.
Needless to say the customer was not pleased at this but went with it to end this whole thing. Finally yesterday the freezer was picked up (by the same guy who dropped it off, and he was 2 hours late as well) The driver made a note that the lid was dented
The driver and the reps gave her conflicting information about how her return was being handled so she was preeeetty confused.
This is where my fun begins.
I find all this out in about 10 minutes on the phone and crosschecking her story with the delivery notes. It all checks out. I even see the note about her calling in about a dent. i tell her I will see what I can do at store level.
After a fast call to the CS rep I found out I would be able to refund her money at the store as she requested in about 24 hours when the paperwork is done. I tell the customer this. I also tell her the 20% the CSR's are demanding is a load of bull for a damaged delivery so I got permission from managment to compensate that as well.
Today I call the CSR's and get hung up on no less then 5 times. My own reps. With my own special number to contact them. 5 times.
I finally managed to get the lady a 100% refund. Jesus christ tat was a lot of pointless stuff to put her through........
/endrant
First off corperate decided to make a few changes in our policies in the last little few months. I am no longer able to go below 10% on ANY sale. I am no longer able to give free delivery. I am pressured to sell a service plan that offers no real service.
This isnt my store making the changes, its the company as a whole. I also cannot price match other stores which has been a decent hook of my store for years. I am given no wiggle room for large sales to keep big customers.
My service plan is changed every few months. I cant keep on top of it since if I sell it I have to make notes of what version of each plan a customer has. Each version covers less then the last. Im not allowed to give out employee discounts or seniors day discount or even new credit card signup discounts.
Lots of fun.
Now onto my story of how I have now given up completely on my depot/delivery service/customer service department.
Yesterday a lady called in and told me the story (so far) about her order. She had purchased a freezer from us and had it delivered. The delivery was about a day and a half late for starters and then the freezer lid was dented. The customer called the CS people about it. They made a note in the delivery details about it. Nothing was done
The lady tells me that the next week or so was a rough time as her mother passed away suddenly and the freezer became the least of her concerns. After the tragedy she tried to get in contact with CS reps again regarding her dented freezer. She *claims* she was hung up on repeatedly. Eventually fed up with the whole thing she got a rep and asked to return the freezer. The rep told her she would then have to pay a restocking fee of 20% since this was due to 'personal reasons'.
Needless to say the customer was not pleased at this but went with it to end this whole thing. Finally yesterday the freezer was picked up (by the same guy who dropped it off, and he was 2 hours late as well) The driver made a note that the lid was dented
The driver and the reps gave her conflicting information about how her return was being handled so she was preeeetty confused.
This is where my fun begins.
I find all this out in about 10 minutes on the phone and crosschecking her story with the delivery notes. It all checks out. I even see the note about her calling in about a dent. i tell her I will see what I can do at store level.
After a fast call to the CS rep I found out I would be able to refund her money at the store as she requested in about 24 hours when the paperwork is done. I tell the customer this. I also tell her the 20% the CSR's are demanding is a load of bull for a damaged delivery so I got permission from managment to compensate that as well.
Today I call the CSR's and get hung up on no less then 5 times. My own reps. With my own special number to contact them. 5 times.
I finally managed to get the lady a 100% refund. Jesus christ tat was a lot of pointless stuff to put her through........
/endrant
Nice CSRs you have there.
I hope I'm wrong.
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