how does one get service around here?
Oct. 30th, 2011 03:19 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
passionpopyesterday I went to coles in south lake and well...
Hi
yesterday I went to your store in south lakes. I regularly go there but usually during the week and usually the service is exceptional. yesterday was the exception.
i ran in to get one thing, sausages, however while I was there I thought I would grab a couple of chickens.
I like your twin pack chickens. I live with my father as his primary carer and when I cook a roast, they are the perfect size. I love chicken roast and I like making my own stuffing so I took the opportunity to find a packet. there were none.
I rang the service buzzer in the meat section. no one came.
I watched as a tall guy with glasses walked out the back. he looked straight at me and I at him, but he was too far and too fast for me to get his attention
I walked to the other service button. pressed it. still no one came
I went to the first buzzer again and rang it.
the guy with glasses came back out of the other door, this time with a gray hoodie over his uniform. he was with an older woman and they went to gather the crates from the dairy section. he saw me approach and ran out back.
the lady, with her arms full of crates, asked me to go out to the front counter and get them to call another lady (whos name I cannot recall) to assist me.
i went out the front and waited for service but gave up as a drama with a scale that didn't work unfolded.
I went to the express checkout to buy my sausages, and only my sausages.
the guy with the glasses came out of the door near the fruit and veg section, said 'Au revior' to 'Dave' who was at the express checkouts and he left.
I bought my sausages and went back to my car. when i turned the key, i noticed the clock said 2.59.
Obviously 'tall guy with glasses' was more concerned with skipping out of his shift early, than assisting a customer.
I worked in call centres for a number of years and something that was commonplace was the 5 minutes to toilet break. 5 minutes before the end of your shift, you would take a dunny break, go to the kitchen and then go back, shut down the computer and log out. this was so one wouldn't be stuck on a call after knock off. the reason for doing this where I worked was because you only got paid overtime if you were stuck on a call for more than 15 minutes after the end of your shift. I left before that became half an hour.
there is either an attitude problem with guy with glasses or there is more incentive for him to go than stay. either way he turned what was potentially a $20 sale, into a $7 one.
Again I reiterate that usually the service is fantastic and in the last year I have seen the service improve remarkably. This is the worst service I have received from any coles in a year and I would hate to think your service would go back to what it was, which was rather dire once upon a time.
Thankyou for taking the time to read my email and I am sure you will get your service back to its prior excellence.
Hi
yesterday I went to your store in south lakes. I regularly go there but usually during the week and usually the service is exceptional. yesterday was the exception.
i ran in to get one thing, sausages, however while I was there I thought I would grab a couple of chickens.
I like your twin pack chickens. I live with my father as his primary carer and when I cook a roast, they are the perfect size. I love chicken roast and I like making my own stuffing so I took the opportunity to find a packet. there were none.
I rang the service buzzer in the meat section. no one came.
I watched as a tall guy with glasses walked out the back. he looked straight at me and I at him, but he was too far and too fast for me to get his attention
I walked to the other service button. pressed it. still no one came
I went to the first buzzer again and rang it.
the guy with glasses came back out of the other door, this time with a gray hoodie over his uniform. he was with an older woman and they went to gather the crates from the dairy section. he saw me approach and ran out back.
the lady, with her arms full of crates, asked me to go out to the front counter and get them to call another lady (whos name I cannot recall) to assist me.
i went out the front and waited for service but gave up as a drama with a scale that didn't work unfolded.
I went to the express checkout to buy my sausages, and only my sausages.
the guy with the glasses came out of the door near the fruit and veg section, said 'Au revior' to 'Dave' who was at the express checkouts and he left.
I bought my sausages and went back to my car. when i turned the key, i noticed the clock said 2.59.
Obviously 'tall guy with glasses' was more concerned with skipping out of his shift early, than assisting a customer.
I worked in call centres for a number of years and something that was commonplace was the 5 minutes to toilet break. 5 minutes before the end of your shift, you would take a dunny break, go to the kitchen and then go back, shut down the computer and log out. this was so one wouldn't be stuck on a call after knock off. the reason for doing this where I worked was because you only got paid overtime if you were stuck on a call for more than 15 minutes after the end of your shift. I left before that became half an hour.
there is either an attitude problem with guy with glasses or there is more incentive for him to go than stay. either way he turned what was potentially a $20 sale, into a $7 one.
Again I reiterate that usually the service is fantastic and in the last year I have seen the service improve remarkably. This is the worst service I have received from any coles in a year and I would hate to think your service would go back to what it was, which was rather dire once upon a time.
Thankyou for taking the time to read my email and I am sure you will get your service back to its prior excellence.
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no subject
Date: 2011-10-30 10:39 pm (UTC)no subject
Date: 2011-11-05 09:16 am (UTC)Thank you for your email regarding our South Lakes store.
Providing our customers with a great level of care and service is of the highest importance to us and we were therefore very disappointed to learn of your recent experience. We do hope you will accept our sincerest apologies.
After receiving your email we contacted the Store Manager, to investigate this matter. The Store Manager, will speak with his team and will reiterate the importance of ensuring our customers have a positive and enjoyable shopping experience at all times. We trust that you won't encounter any similar situations in the future.
Once again, thank you for taking the time to contact us. We appreciate your feedback and look forward to your future custom.
Yours sincerely
Melany Sinclair
CUSTOMER CARE CONTACT CENTRE