One of the worst things that we ever did was outsource credit. They're not well trained, they argue with the customers, and as soon as the customer hears the offshore accent, they get irritated. If this is the year of improving the customer experience, we might do well to start with bringing CS back to the US.
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It is very frustrating. They are rude to the customer and the salesperson too. I am in a big ticket department and when a customer can't understand what they are asking for and they get declined for not understanding the question is very aggravating and then we have lost a customer that was going to spend thousands of dollars. When will they get it? The amount of people they are losing is just not worth it.
Gotta love how the company keeps cutting jobs and then talking about how we can make every experience special for our customers. In addition to outsourcing credit, we also changed the return policy to 30 days which makes our customers more unhappy than any level of service or store environment condition will ever be able to offset.
There is no customer service at Target either, yet they are thriving!
Macy's quit being concerned about customer service years ago. They proved that when they started cutting schedules in stores and eliminating jobs, yet expecting the remaining staff to produce.
One of the Cincinnati stores, Tri-County, had 1 person working an entire floor by themselves. This floor just happened to have the linen,bedding,crystal, silverware, bridal registration, and kitchen goods.
I have no idea how much money we lost because the higher ups thought it was better to save $100-$150 in payroll, rather than make thousands in sales.
Domestic agents attendance is horrible.
What do you mean by being transferred to the states?
You can asked the rep to be transferred to the states