Is this bad customer service?

[luvmy3]

It depends, if I was sitting there just filling out paperwork and another customer walked in, I wouldn't care if the sales associate took care of them, as long as they came back in time to finish taking care of me. If he/she was in the middle of something, entering info into the computer, cashing me out, etc then I'd be annoyed. However I worked in retail, and I've managed a store so I try to give them the benefit of the doubt.

 

[ols386]

I think the sales clerk was rude. I would have probably walked-out like you did, after a certain period of time.

 

[LilyWDW]

I was in Ritz camera the other day buying a new point and shoot digital camera, and the same thing happened to me.

Actually, there were two people working int he store, but the manager was tied up explaining a DSLR to a customer (who I later learned was a personal frined of his through their conversation) and the only other person was a girl, who had to handle helping cutomers at the computer kiosks with printing photos, developing photos, and any other sales. Enter me, walkign into the store.

I walk in and she asks if I need help. I tell her that I want to look at some cameras. I knew what models I wanted to look at (they only had one out of three, but there were two others that caught my eye as well). So she's explaining that cameras to me, and somebody walks in and goes over to the computer kiosks to choose photos fro printing. She excuses herself to help them set up. I didn;t mind, a lot of people who walk in have no idea how to operate those things.

So then she shows me some more about the cameras I am looking at, and I quickly make my decision. After she gets my camera, another customer walks in to pick up photos. They had already paid, so she goes off to grab them for the guy.

Ritz was offereing my camera at a great price, if I joined their prints club. I pre-pay each month for prints (I am usually there anyway getting prints) and I get $75 off the price of the camera. I also have one of their frequent photo cards, so it turned into a very complicated transaction. The ENTIRE time I was in the store, the manager was still with the same customer and the girl who was helping me, had to do it all, and then my transaction became very complicated. Having to do with registering for the pre-pay service to get my $75 off, apply the discounts I had earned with my frequence photo card, and slow computers -- to the point where the girl had to call headquarters because the register was not applying a discount to my purchase. I felt so bad for her.

Maybe it's because I have worked in reatil and have had days like hers. Maybe it's because I really wanted the camera and wasn;t leaving until I got it, but I waited PAITIENTLY. Her, pausing to help others during my transaction did not bother me at all. I told her that I understood and I was aware that she and the manager were the only ones working. However, I do think the manager needed to sometimes stop what he was doing (his customer was not planning on buying and was a personal friend and kind of "hanging out" -- I gathered all of this through their conversation I was in the store for 45 mins), but he should have excused himself as well to help other customers out.

I ended up, as mentioned, being int he store for 45 minutes. At one point my salesperson really wanted to help me and get through my transaction as quickly as possible, and had one lady walk out. Things happen and I am totally understanding.

My transaction and yours needed concentration that took time. If my sales person had simply rung me up and assumed that my old frequent photo card was immediately transferred to the old one, then I would have lost my $75 disocunt. Alos, I had earned $13 in store credit that also was being applied to the camera and it didn't take (hence the call to headquarters). I was paitient and understanding, and being that she was workign her booty off, I gave her a break (but then I've been there).

If you want to complain go back to the manager and ask about scheduling and calling in backups for people who call off. You got impaitient too easily. As you saw he was the ONLY person int he store to help you with your transaction and tryign to provide customer service to everyone was his goal which is difficult when spread thin.

I always say that everyone should have the experience of working in retail and as waitsatff and given the experience of the worst day on those jobs.. People would be a lot more understanding, once you've been in those posiitions.

I have worked retail and customer service for 15 years (gah, I am getting old!) as both an associate AND as a manager. I still think that the manager was in the wrong as described by the OP. You help the customer in front of you first. I would have walked out as well, after explaining why I was doing so.

It's one thing to ask the customer you are helping "Is it alright if I grab his photos? He has already paid." I would have no issues with that because it will take all of a minute to do so. It is another thing to assume the customer you are with is okay with it and another thing to walk away from your customer to physically assist someone else for an extended period.

Like I said, I will give him the benefit of the doubt in two areas:

One is the fact that he was alone. As much as we would like to believe calling corporate will get them more payroll, it just does not happen. You work with what you have and what you are given. If that time of day you only do less then $100 in sales, then you may not think you need another associate and will save those hours for a busier period of time.

Second is the idea that he didn't know what he was doing. Like I said in a previous post, this doesn't seem uncommon for Radio Shack because corporate can be slow sending out the information (and then often it is the wrong information). Heck, where I have worked has sent out incorrect information on how to ring up a promo before. It happens.

However, I will not give him the benefit of the doubt (if it really did happen as the OP described) for bad service.

 

[Cinderella94]

I think we are becoming too much of a society where everyone wants immediate attention, and everyone expects compensation for inconvenience. Compensation costs...prices rise, it's all a vicious cycle.

I'm not sure if this is how you meant it or not....but, right, the people who walked in after OP wanted the immediate attention (at least that's what you're stating, I think). The OP wasn't 'demanding' immediate attention- she got there first; it's a given that we learn in pre-school: everyone waits their turn.

 

[declansdad]

I think you overreacted, He trying to please everyone How would you feel if you came in and need something that would take 5 seconds and had to wait for a customer that needed something that took longer. If I'm in the postion I say go ahead mine wil take a little longer.

The OP didn't overreact at all. Since this person was the manager, they should have known that you don't continually leave a customer to serve others. The manager should have simple acknowledged the others and finished up with the OP.

 

[mrodgers]

I know corporate only gives so many hours but if people leave because of that then as the manager of a store they really need to start telling corporate that and trying to get more hours. If corporate doesn't agree then they are just going to lose people.

Right there is the problem.

I worked in a grocery store 20 years ago. 20 years ago, it was the same thing. The manager who did the shift scheduling only had x amount of hours to staff. It didn't matter how much help was actually needed, he still only had x amount of hours to schedule for the week.

My wife is head cashier at a big box home improvement store. She was given 1 cashier the other night who called off. My wife was alone all night. She had to have 1 cashier in garden, 1 cashier in lumber, 1 cashier in the front, 1 girl greeting at the door, 1 at customer service, 1 at returns, and she had to be standing by the exit door unless called to the registers for something the head cashier needs to do. It was pretty difficult for my wife to figure out who to put where in those 7 positions when she was the only one there.

 

[Agri]

I think you overreacted, He trying to please everyone How would you feel if you came in and need something that would take 5 seconds and had to wait for a customer that needed something that took longer. If I'm in the postion I say go ahead mine wil take a little longer.

I wouldn't have minded the first two, but the OP stated the third didn't know what they were looking for. Having been on both sides of this one, I've insisted that the salesperson finish the original transaction. The OP knew what they wanted, too, its not their fault the transaction takes awhile. Takes even longer if you keep stopping to help every other person who comes in after!

It's one thing to *ask* to stop to ring someone up who has their item in hand, its a whole other deal to stop and help someone find what they want.

 

[undertheradar]

We don't have all of the facts so it is hard to pass judgement. Did the OP have to be credit approved for the new phone, did the OP switch carriers, did the OP have an existing number that was being switched? We activated 3 new cell phone numbers at our local Radio Shack 5 years ago and it took close to 2 hours. They have to get the credit app, then get the numbers, then the calling plan and any extras, then activate the new phones. Yes, I think the manager was fine for taking care of others while helping the OP. Would the OP have been there without the added $50.00 incentive? With so many things to stress over in life, I would have relaxed and waited.

 

[ols386]

We don't have all of the facts so it is hard to pass judgement. Did the OP have to be credit approved for the new phone, did the OP switch carriers, did the OP have an existing number that was being switched? We activated 3 new cell phone numbers at our local Radio Shack 5 years ago and it took close to 2 hours. They have to get the credit app, then get the numbers, then the calling plan and any extras, then activate the new phones. Yes, I think the manager was fine for taking care of others while helping the OP. Would the OP have been there without the added $50.00 incentive? With so many things to stress over in life, I would have relaxed and waited.

Just going by what was presented in the op, I believe that the sales clerk was rude, and I too would have walked out after a certain period of time, either that or I would have said something to the clerk and let him/her know my displeasure (in a polite way) about the fact that they were helping other people who walked in the store after me, while I was left standing.

Why would it matter if the op only went to the store because of the $50 incentive? Does the fact that there was a $50 incentive make it ok to be rude to a customer?

 

[EllenFrasier]

Answering a question, like where something is located in the store is okay. Leaving the customer he is waiting on to assist someone else is not. He should have told other customers "I will be right with you as soon as I can" and he could have apologized to them for the wait. He should not have left you to wait on them. Was he the only employee in the store? Didn't schedule that right now did he.

 

[undertheradar]

Just going by what was presented in the op, I believe that the sales clerk was rude, and I too would have walked out after a certain period of time, either that or I would have said something to the clerk and let him/her know my displeasure (in a polite way) about the fact that they were helping other people who walked in the store after me, while I was left standing.

Why would it matter if the op only went to the store because of the $50 incentive? Does the fact that there was a $50 incentive make it ok to be rude to a customer?

Having purchased cell phone service at a RS store, my experience is that it takes time and there is plenty of time for the manager to assist others. Like my post stated, we activated 3 lines and it took roughly 2 hours for all of the computer systems to complete. Not sure what everyone else thought took place, but the activation takes time. As for the $50.00, thought it was funny that it was even mentioned, as if the OP thought the manager was providing lesser service due to the discount. Since we only have one side of what happened, it is up to each individual what conclusion you draw.

 

[dimimi]

I agree with you. I am very annoyed when a sales person is helping me and then they answer the phone and then help them. I feel that if they are helping me first, they should finish with me and put the person on the phone on hold.

There should always be 2 people in a store for safety reasons. If there were 2 employees working, this wouldn't have happened.

If I could get another career, I'd love to help company's with customer service...not that anyone would want me, but sometimes people aren't logical.

I have been at DR offices when the front desk staff was talking and not answering a ringing phone. I pointed out to them that the phone was ringing and they said they didn't answer the phone until 8:30 because they were too busy. It was 8:27! (No, it wasn't going to their answering service, it just wasn't answered.)

 

[Lisa loves Pooh]

It wasn't just bad, it was pitiful.

While your sale may have been complicated, you were his top priority. He either needs to schedule additional sales people, or learn to be more patient with transactions and let other customers know that he will be available to assist them when he has completed your transaction.

I worked in customer service and it boggles my mind that he did that. But I'm not a fan of shopping in Radio shack anyway.

 

[Anewman]

At best buy cell phone section, I had to wait 50 minutes until a cell phone transaction was completed...and afterwards the CSR gave me the prepaid phone out of the lockup and told me to go pay at the register in front of store. It seriously took him longer to pull key out of his pocket, there were times that he was waiting for computer to complete a task. He could have handed me the phone during one of those waiting for computer moments.

 

[Lisa loves Pooh]

Having purchased cell phone service at a RS store, my experience is that it takes time and there is plenty of time for the manager to assist others. Like my post stated, we activated 3 lines and it took roughly 2 hours for all of the computer systems to complete. Not sure what everyone else thought took place, but the activation takes time. As for the $50.00, thought it was funny that it was even mentioned, as if the OP thought the manager was providing lesser service due to the discount. Since we only have one side of what happened, it is up to each individual what conclusion you draw.

Going with your experience, there is an EASY resolution....


Customer A, while the computer runs blah blah blah, I'm just going to assist this customer quickly.

Customer B, how may I help you? 'I am looking for battery xyz123'. I will show you right where it is. Now if you will excuse me, I must check on this customers transaction that is processing.

And then if another customer comes in--when and only when there is an explainable lag time while the computer does something....let customer A know and then see what Customer C needs.

At no time is a customer in ANY situation in retail, except emergency, ever to be made to feel that their transaction is an inconvenience while the clerk answers the phone, bites their nails, goes for the customer making the bigger purchase, or chats about how drunk they got last night with their fellow employee.

Transaction length is no excuse to be rude to the customer.

It's really very simple. Basic manners go a long way to helping a clerk not alienate the customer.

 

[undertheradar]

Would that be the manners where the manager helped the other customers while he was helping the OP? Or should he have ignored those customers and only taken care of the OP? So many retailers run on skeleton staffing in order to provide the lowest prices possible, where exactly should the line be drawn?
They could lock the door and allow only one customer inside the store at a time. Then we would be reading about how customers were forced to wait outside for service. Honestly, the retailers can't win no matter what they do.

 

[declansdad]

Would that be the manners where the manager helped the other customers while he was helping the OP? Or should he have ignored those customers and only taken care of the OP? So many retailers run on skeleton staffing in order to provide the lowest prices possible, where exactly should the line be drawn?
They could lock the door and allow only one customer inside the store at a time. Then we would be reading about how customers were forced to wait outside for service. Honestly, the retailers can't win no matter what they do.

The manager should have simply told the other customers that he would be with them when he was finished with the customer he was currently serving.

Retailers can win by providing good customer service. This was not.

 

[Lisa loves Pooh]

Would that be the manners where the manager helped the other customers while he was helping the OP? Or should he have ignored those customers and only taken care of the OP? So many retailers run on skeleton staffing in order to provide the lowest prices possible, where exactly should the line be drawn?
They could lock the door and allow only one customer inside the store at a time. Then we would be reading about how customers were forced to wait outside for service. Honestly, the retailers can't win no matter what they do.

Acknowledging other customers is fine.

Abandoning the present customer without explanation several times--and only when asked--saying it is b/c their transaction is taking too long...is unacceptable.

No need to be obtuse about it. I was quite clear and made no mention that the manager should have ignored the other customers completely. Their staffing issues or other excuses, short of an in store emergency, are not the problems of any customer who walks through the door.

Retailers can do a better job at customer service and many of them do.

Good manners to properly excuse themselves likely would have resulted in the OP not posting at all.

What if the next person wanted a cell phone?

 

[MushyMushy]

The manager should have simply told the other customers that he would be with them when he was finished with the customer he was currently serving.

Retailers can win by providing good customer service. This was not.

Exactly. When a clerk says that to me, I just stay in the area and browse a bit.

 

[pixiefairy]

As a retail manager, I can tell you that leaving the customer he was processing without keeping a dialogue with her was bad business. He should acknowledge the other customers, so they know they are just important, but he really shouldn't help others without helping her first. Keep the customer informed....don't walk away. Yes...we certainly do run on skeleton crews...especially the first few months of the year. It stinks...not just for you, but for us as well. It's hard to be spread so thin...especially when we really do want to keep everyone happy and have repeat business. I'm sorry OP...if anything, in that position I probably would have walked out too...and this is coming from someone in retail. He should have tried harder to keep you in the loop.

For what it's worth...I went to get a new cell phone last night and had similar issues with the staff at the store. I was waiting in line, and they kept helping other people who weren't standing and waiting. I was getting pretty crabby about it too. But then, there was no acknowledgement or even a nod in my direction to let me know they even saw me. It took over 40 minutes to get everything squared away.