This happened a week ago. I debated if this was sucky enough to warrant a post and have decided it is.
I was working on the salesfloor. I took an outside call for small appliances. The caller asked me if we carried breadmakers and I told her we did. She asked for brand names and prices and I gave her that information too.
Then she said "I am going to offer an observation. Customer service diminishes after 5 pm."
I asked why she felt that way and she told me the night before she called the store and asked somebody the same question about breadmakers she asked me. The person who took the call told her we didn't carry breadmakers.
1.) The person who took the call that night is a high-schooler who's seldom there. She works maybe one four-hour shift a week.
2.) We only carry one kind of breadmaker
3.) It is very well hidden in its planogrammed spot--on a bottom shelf among electric skillets and George Foreman grills. We don't even have an open-box display for it.
4.) Because the person taking the call was the only one on the floor on the GM side, there was really nobody she could ask to double-check, except for whichever manager was on duty, or maybe the person in electronics, but they might not have known either.
The bloody death of customer service this ain't. It was just getting somebody whose product knowledge wasn't as good as she hoped for. You can't expect every employee to know where every product in the store is located.
I was working on the salesfloor. I took an outside call for small appliances. The caller asked me if we carried breadmakers and I told her we did. She asked for brand names and prices and I gave her that information too.
Then she said "I am going to offer an observation. Customer service diminishes after 5 pm."
I asked why she felt that way and she told me the night before she called the store and asked somebody the same question about breadmakers she asked me. The person who took the call told her we didn't carry breadmakers.
1.) The person who took the call that night is a high-schooler who's seldom there. She works maybe one four-hour shift a week.
2.) We only carry one kind of breadmaker
3.) It is very well hidden in its planogrammed spot--on a bottom shelf among electric skillets and George Foreman grills. We don't even have an open-box display for it.
4.) Because the person taking the call was the only one on the floor on the GM side, there was really nobody she could ask to double-check, except for whichever manager was on duty, or maybe the person in electronics, but they might not have known either.
The bloody death of customer service this ain't. It was just getting somebody whose product knowledge wasn't as good as she hoped for. You can't expect every employee to know where every product in the store is located.
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