Subject:
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Re: Customer Service Desks (was Re: WalMart vs WalMart)
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Newsgroups:
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lugnet.market.shopping
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Date:
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Wed, 8 Dec 1999 03:49:25 GMT
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Reply-To:
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rsanders@(nospam)gate.net
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Viewed:
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380 times
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Ben Olmstead/BEM wrote:
>
> 1) the customer is argumentative/angry
> 2) the customer is calm and reasonable, and is simply asking if we can
> do something
>
> In the first case, almost everybody has a hard time being nice, even
> though (I've found) being nice actually makes everything easier.
> However, it's a pretty basic response to yell back when someone yells at
> you, so I understand it.
>
> In the second case, most associates will tell the customer 'no, we
> don't', even though it takes no extra time/effort to do whatever it is
> that the customer is asking for, and from what I've seen, the motivation
> is saving the store money. I think it's because service desk associates
> don't see the store's direct monetary gain from what we do--we just make
> people happy, which costs the store money *right now*, though those same
> people then come back and spend more money with us, making up for it.
Ben,
My experience has been as follows: I always ask nicely. If possible I
try to speak directly with the manager. The ability to explain the
reasoning (of why I am trying to buy the entire stock of a discontinued
SKU) seems to get lost when someone lower goes "into the back" to ask
the manager for me. It seems to be successful 9 out of 10 times (on
average) when I speak directly to the manager. When they understand that
these sets have been there for 2 (or sometimes more) christmases in a
row already, they seem to be more understanding why moving them out the
door is "a good thing" (even if they do loose a few % on the sale.
Ray
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