Anybody else feel that they cant fully answer customer questions for fear of getting yelled at by the GM? Im an easy tech and im told in my ear by my gm to walk away from customers that imtaking too long with and move on and to speed it up...when im actually answering the customers questions and providing good customer service...i work in a store where the clientelle is old and dont know anything
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You really shouldn't comment here if you don't know what your talking about....two customers....my ass. We have one call out, leaving us with a tech guy(mod), a copy center guy and a register person. Then we have 3 waiting to ship, 3 waiting for copy center help, a line at the register and a line at tech. That leaves a few people crying at copy self service and ten people shopping looking for floor help. This is the norm not the exception. Maybe your being sarcastic?
I have never been in a store that had more then 2 customers in it when I was there you should be able to spend at least 2 hours with each customer that comes in there. If my GM told me that I throw the headphones on the ground and walk out
So it's crapy customer service but get out there and make the store money, that is all they care about, how much they can get out of you while you are there...chop chop...get moving$$$$$$
Yes, service has absolutely taken a turn for the worse due to payroll cuts and not being able to attract talented people with higher pay.
While I sympathize with you and it is good that you're trying, I can not condemn your GM for telling techs to move on and deal with other customers rather than be tied up with a customer that will probably leave without making a purchase.
Payroll is so tight and sales are so critical that GMs have to at least consider prioritizing customers. If he lets you spend 20 minutes (or more) and someone else needs help, he may be able to pull the O/S associate over, or help them himself, but either way he is pulling resources away from other tasks. If that customer does not make the purchase, it's 20 minutes of payroll, which adds up quick.
Being short staffed sucks, especially with Staples' expectations (unrealistic) but if you are going to stay there, the best thing you can do is learn to multitask and juggle customers. Show them products they were looking for, briefly explain the FaBs and suggest they demo them, then politely exuce yourself and tell them you BRB to see if they have further questions.
The "needy" customer should go take a computer class or find a computer savvy friend/relative, NOT waste your time. Your job is to find out what they are using the product for and get their money. Add on any essentials and get them out the door. 15 minutes max. If they are not ready to buy then you will know when you ask if you can get them the product. You move on to the next customer or task. If they have more questions then you pretend you are needed elsewhere. Pretend to talk over your radio so you can excuse yourself. THAT is what management expects.