Lacking in Customer Service

*Warning* This a bit of a rant about retail staff!

As I work in retail sometimes I am super aware of customer service when I go shopping or have to ring up a company to discuss their services.
I can be highly critical and if I receive particularly poor customer service I have been known to tweet my frustrations, the 99p store are well aware of this! Second day open, new store and the most horrific experience courtesy of some rude members of staff.

In my day to day job, I am in a position to train our members of staff and I don’t hold back if I feel they aren’t being as polite/helpful/courteous as they should be, I don’t take it off people I work with and I sure as heck don’t like to be on the receiving end of bad service when I go shopping.

So, whilst out shopping a few days ago I can across some examples of how not to behave in retail, not sure I should name and shame but all stores involved are cut price/bargain stores and I am inclined to think this is how they possibly came across their staff too! Ok I am sorry that was a bit mean but I’m sure I ‘m not the only one to have been annoyed by this when out shopping.

One of my absolute pet hates is till staff talking to each other over customers, how rude is that! You are basically made to feel like you are in the way, ruining their conversation. We do not need to know the ins and out of your life, weekend plans or how hungover you were at the weekend! I think it is just unacceptable at the end of the day if people didn’t spend their money in store these people wouldn’t have a job would they. I hate it I really do. Nothing a bit of training couldn’t fix you would think.

I feel like there is a small minority that give all of us working in retail a bad name, not all of us are like this. Quite an achievement when you think of what we encounter from day to day but being that blatantly rude  is just plain wrong in my opinion.

Give them part time hours, expect part time attitude

Is this the problem? Lack of motivation for the job at hand? People need job security and and whilst this is true in particular areas of retail with stores like Home Bargains, B&M, Poundland, 99p Stores to name a few on the rise full time contract are now almost extinct. Company’s favouring the flexibility of part time time staff. More members of staff, easier to cover sickness and holidays but is it also breeding non fussed staff. Staff who are just not in work enough to actually care about what they do while they are there? Would bringing back higher contracts solve this issue? I think it could work but personally I still expect to receive appropriate and considerate customer service whilst out shopping regardless of anything else. I mean that is part of your job description if you are employed to work in this particular sector is it not? Or maybe I just expect too much?

Whatever the reason there is no excuse for the rude disrespectful way these people behaved at all!

Rant over.

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  1. I love a good rant, normally it is me doing the ranting though. My work are really hot on customer service so when I'm out shopping and it doesn't reach my standard I have been known to say it to the person. There is no need to ever be rude, and talk to other staff members in front of a customer. I have been known to chat but as soon as I see a customer I'll quickly stop.

  2. I used to be a mystery shopper and obviously looked at things in detail, I have to admit even now when I go into shops etc I can't help myself notice things like that. I was in a well known supermarket last week and they did the exact same thing, talking to each other at the till, actually paused serving me and carried on their convo, I was in a rush and had to bite my tongue pretty darn hard !!