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Post by mymindseyedpea on Nov 17, 2019 8:52:21 GMT
Maybe their district manager should be calling them and see how they like it when he/she can't get through. Our phone at my store only rings 4 times before running into voice mail. Atleast pick it up and ask if the customer can hold.
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scrappyesq
Pearl Clutcher
You have always been a part of the heist. You're only mad now because you don't like your cut.
Posts: 4,060
Jun 26, 2014 19:29:07 GMT
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Post by scrappyesq on Nov 17, 2019 17:24:31 GMT
I would have been irritated but I'm not sure if I would call and complain. Only because I know myself and I would be distracted by the shiny pretty once I got home with the Le Creuset.
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Post by wendifful on Nov 17, 2019 20:33:28 GMT
I would have been irritated but also had sympathy for the situation the employees are in since I worked retail for 14 years. Regardless, they should have at least answered the phone and let you know they were busy. Sixty times is waaaaaay too many times to let a phone ring without answering it. When I worked retail, if a customer called with a detailed question while we had a long line at the registers, I'd ask if I could call them back after I got the line down (and I got their name and number to do so).
At my store, the phone had to be answered by the third range. Answering the phone was the cashier's responsibility and often it was a question they couldn't answer without leaving the registers (do you have X item in stock?) so it would get transferred to someone on the floor. We communicated via radios and inevitably every once in a while someone would miss being told to take the call on line 2 (if two people were talking at the same time, the radio would just make a static noise, or the employee could be talking to a customer and miss their name being called). Irate customers would call back and say "I waited twenty minutes on hold!" While obviously this was not the customer's fault, part of me was always incredulous that they would wait that long! If I were the customer, after five minutes on hold, I'd hang up and call back. We never did it on purpose, it was always a result of wires being crossed in a busy environment.
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mallie
Pearl Clutcher
Posts: 3,253
Jul 3, 2014 18:13:13 GMT
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Post by mallie on Nov 17, 2019 20:37:08 GMT
I would have been annoyed.
When I gave feedback to corporate, I would have focused on the fact that the store is not given enough staff hours to adequately provide customer service.
For that is what it is about -- almost all chain stores have cut payroll to the bone.
Shareholders want ever increasing dividends, companies promise ever increasing profits and dividends. How to do that? Easiest way is to cut payroll. And so they do. Almost all retailers have cut and cut and cut payroll until it hurts everyone -- the consumer, the overworked staff who have to deal with the front line of complaints.
The store I worked at most recently had no floor staff. None. So if someone wanted help, we were to point them in the direction. Just point. No showing them. No carrying out to the car. No checking for something on the floor. That was all corporate policy to keep payroll costs down. (And here's a secret -- because so many people called to ask to have a floor check and would not believe it when we said there was no floor staff and then got verbally abusive or kept calling back over and over, we learned to say, "Just a moment." Wait a while and then tell the customer we did not have it.)
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