In the current economic climate, impeccable customer service is a must, colleagues on the front line have to ensure they gain the trust, mind and heart of each customer they serve. One particularly important point for me is honesty; mistakes should be owned up to, accepted and resolved. So you can understand my shock when last weekend I called into a Crystal Wholesalers and received an experience that left little to be desired.
The purpose of my trip was to top up my jewellery making stock, and also to buy a birthday present for my friend. Having studied crystals and the zodiac signs, I knew that because my friend’s birthday fell on the 6th of May she was definitely a Taurus and that the associated crystal is Rose Quartz.
Whilst perusing the selection of Rose Quartz gifts, I noticed that the individual gift labels correctly quoted Taurus as falling between the 21st April to 21st May. However only a couple of feet away there was a collection of posters for sale to retailers displaying the zodiacs and their crystals, stating Taurus starting from 23rd April.
I know that this is wrong!
After pointing this out to a customer service representative on the shop floor and the ensuing argument that led from my complaint, I was astounded that the resolution was for them to say; “Oh well, no-one else has noticed so it doesn’t matter… we have a lot of them so we will have to sell them now.”
This lack of interest in a complaint that could have easily turned into a ‘serious complaint’ has now led to hundreds of crystal retailers out there selling the wrong zodiac gifts. An aftershock obviously not realised by the wholesaler.
I have one word of advice, not only to the lady that dealt with my complaint, but to other sales assistants who would like to offer a great customer service. Follow the acronym “Learn” –
L isten to your clients complaint.
E mpathise with them and try and understand the problem.
A pologise for any inconvenience caused.
R eact by informing a manager to get the issue resolved.
N otify the client with an update following their complaint / observation and “thank them for giving you an opportunity to improve.