Customer service when answering phone vs customer in store

[causton]

Mod Note: Split from this thread.

Why is it that stations are allowed this anoniminity as regards the phone when for nearly everything else it is possible to call the local branch/office/depot whatever?

I work in a shop which has a phone at the tills. If you call the number listed on our website, the phone will ring, and ring, and we will not answer it. We do not answer that phone unless it is an internal call because 99% of calls are time wasting and counterproductive, considering the person answering the phone probably is at the tills as they should be serving customers there!

One time Head Office called us internally to tell us to answer the phones as a customer had a complaint and wanted to speak over the phone. For that evening I answered the phone and most calls were:

"Do you have this shoe: adidas xxxxx in size xx?" (no we did not. we had similar but we have a shop for you to come and see them for yourselves!)
"Do you do shirt printing?" (yes we do, the website you got our number from said so)
"How much is an Arsenal top?" *reads out price* "It's cheaper on your website!" (I only had one suggestion to make)
"What time do you shut tonight?" (printed RIGHT NEXT to the phone number on the website)
"Can you help me using your website?" (not really, there's a queue of customers waiting at the till)
"Are you still open?" (no, I'm cleaning, sorry, 10am tomorrow)

...and more. I could go all evening, because the people did, and the person with their complaint seemed not to call!

 

[Bungle73]

I work in a shop which has a phone at the tills. If you call the number listed on our website, the phone will ring, and ring, and we will not answer it. We do not answer that phone unless it is an internal call because 99% of calls are time wasting and counterproductive,

I'm assuming your shop loses a great many potential customers then. It would be put me right off doing business with an organisation that cannot be bothered to answer their phone.

considering the person answering the phone probably is at the tills as they should be serving customers there!

Why are customers in the shop more important than customers on the phone?

I don't recall if was here or elsewhere, but someone wrote about how they were on the phone to a shop and the person on the line said something like "Hold a minute while I serve a customer". His response (quite rightly) was "I AM a customer!".

"Do you have this shoe: adidas xxxxx in size xx?" (no we did not. we had similar but we have a shop for you to come and see them for yourselves!)

The were phoning because they didn't want to have to traipse all the way all over to your shop for what might be a wasted journey.

I must say your shop doesn't sound very customer-friendly to me.

 

[hairyhandedfool]

....Why are customers in the shop more important than customers on the phone?...

A customer in the shop is prepared to give you money there and then for a product, the customer on the phone may never buy anything from you.

 

[Bungle73]

A customer in the shop is prepared to give you money there and then for a product, the customer on the phone may never buy anything from you.

A business that is only interested in people when they are handing over cash isn't a very good business,

 

[hairyhandedfool]

A business that turns away money isn't a good business

 

[Bungle73]

A business that turns away money isn't a good business

Treating potential customers like crap IS turning away business. Nothing turns someone onto a competitor faster than being treated with apparent disdain during the initial enquiry stage.

And business worth its salt knows that being successful isn't just about the moment they take £10 off someone, it's about people's perception of the business and how they are treated.

 

[michael769]

Treating potential customers like crap IS turning away business. Nothing turns someone onto a competitor faster than being treated with apparent disdain during the initial enquiry stage.

And ignoring a customer at the tills to answer a telephone call is not treating them like crap?

 

[Deerfold]

Looks like the main problem here is the website providing a phone number which is not a particularly good one to call.

 

[starrymarkb]

Yep wouldn't it be better to have a central office with people dedicated to phone enquiries so the shop staff can do their job.

 

[Bungle73]

And ignoring a customer at the tills to answer a telephone call is not treating them like crap?

No shop has customers at the till 24/7.

If I'm thinking of making a purchase from a shop I might very well ring them up first to make an enquirey. If they can't even be bothered to accommodate that I will go somewhere else.

Yep wouldn't it be better to have a central office with people dedicated to phone enquiries

That's another way to annoy customers: phoning up requiring local information and only being able to speak to some guy in a call centre miles away who only knows about stuff written in their script.

so the shop staff can do their job.

Answering phone enquires from customers IS part of their job

 

[Simon11]

A customer in the shop is prepared to give you money there and then for a product, the customer on the phone may never buy anything from you.

I see it more as the customer in the shop will buy from you regardless, however the phone call may attract more business! Therefore the phone would be more important.

 

[LE Greys]

Well, let's be honest, websites are sometimes rather unclear and badly designed (which is why I hate some of them). Even if they look clear to some people, not everyone thinks the same way, and they may not be looking in the right place. Having said that, I would much rather go and have a look in the shop, and would probably find it very annoying that the assistant was always on the telephone.

It sounds as though you might need to hire someone else to handle all the phonecalls, if you can afford it.

 

[hairyhandedfool]

I see it more as the customer in the shop will buy from you regardless, however the phone call may attract more business! Therefore the phone would be more important.

that is only true where there is no competition. Where there is competition (and lets face it there aren't many unique shops these days), I can't see how trading a definite sale for a possible sale is good business sense.

 

[Bungle73]

that is only true where there is no competition. Where there is competition (and lets face it there aren't many unique shops these days), I can't see how trading a definite sale for a possible sale is good business sense.

If there's competition the fastest way to send potential customers elsewhere is to act like you aren't interested in their custom.
--- old post above --- --- new post below ---
That is one of the worst traits in a shop imo - where they're only interested in you when you're handing over cash

 

[Deerfold]

Perhaps the problem is having it by the till. Last time I worked in a shop the phone was "out back" - so if someone was answering a query on the phone it wasn't obvious to those buying in the shop that there was another member of staff who was not on the tills - of course that depended on having enough staff available, but it was a big enough shop that there was usually at least one member of staff involved with an admin task of some sort who could break off to take phone queries.

 

[hairyhandedfool]

If there's competition the fastest way to send potential customers elsewhere is to act like you aren't interested in their custom....

Doesn't that work both ways? I mean, if I'm in your shop and you are more interested in getting new customers than looking after you existing customers (who are ready to pay), am I not more likely to go elsewhere?

....That is one of the worst traits in a shop imo - where they're only interested in you when you're handing over cash

You have a right to your opinion of course, no matter how wrong it is.

 

[michael769]

No shop has customers at the till 24/7.

But how do callers know when they are free to take the call?

 

[Roverman]

Have any of you ever worked in a shop? I have, I've been working in retail and front line customer services for over 13 years and we have seen staffing levels cut and cut down to the bare minimum, we are literally doing our best day in day out. We are told to deal with the customer that is front of us as other people will deal with the phone calls, hence why Support Teams and Call Centres exist.

 

[Deerfold]

Have any of you ever worked in a shop? I have, I've been working in retail and front line customer services for over 13 years and we have seen staffing levels cut and cut down to the bare minimum, we are literally doing our best day in day out. We are told to deal with the customer that is front of us as other people will deal with the phone calls, hence why Support Teams and Call Centres exist.

Indeed - that seems a fair more sensible solution than publicising a number that staff are too busy to answer.

 

[heart-of-wessex]

No shop has customers at the till 24/7.

Really, it feels like it does!

Try working at ASDA when you are on your own and asked to help on checkouts. You strictly are not allowed to answer the phone if someone has an enquiry and you carry on serving customers, which most of the time has you going non stop at a till as there is minimum staff to cover apart from Sundays, and then they draft in us 'queuebusters' instead.

You can't do two things at once, as you are not allowed to (well you can but you'd get a discipline)

 

[Bungle73]

Doesn't that work both ways? I mean, if I'm in your shop and you are more interested in getting new customers than looking after you existing customers (who are ready to pay), am I not more likely to go elsewhere?

No one's talking about being more interested in those who are on the phone, but it was suggested earlier that it's perfectly acceptable to ignore customers' phone calls as if somehow they are less important...or not important at all.

You have a right to your opinion of course, no matter how wrong it is.

I'm not wrong. Who would you rather spend your money with: shop A where they do everything possible to help with your purchase before-hand and seem grateful to have you as a customer, or shop B where they completely ignore you until you're read to hand over cash? The answer is A.

Indeed - that seems a fair more sensible solution than publicising a number that staff are too busy to answer.

And what about if I don't want to speak to someone in call centre who could be hundreds of miles away from the actual shop? What if I require local information. What if I want to speak to someone who actually works in the shop who I may have spoken to previously?
--- old post above --- --- new post below ---

Have any of you ever worked in a shop? I have, I've been working in retail and front line customer services for over 13 years and we have seen staffing levels cut and cut down to the bare minimum, we are literally doing our best day in day out. We are told to deal with the customer that is front of us as other people will deal with the phone calls, hence why Support Teams and Call Centres exist.

No, but I have bought from one; and I know what sort of customer service I expect to get.

 

[WestCoast]

A 'shop' covers everything from a newsagent to an upmarket boutique, being realistic you expect a different level of attention depending on what the shop is. You can understand why large chains of superstores have centralised call centres, they can at least put you through to someone who will know about your query!

 

[CC 72100]

A customer in the shop is prepared to give you money there and then for a product, the customer on the phone may never buy anything from you.

Exactly. Having worked in a shop, as far as I'm concerned the customer who's ready to pay is much more important, and I'd even go as far to say someone who I've just served (especially if they've spent a decent amount) and I'm exchanging pleasantries with is more important than whoever is on the phone, as the one in front is definitely buying something from me, you have to look after your current customers and give them your full attention* .

...And 50% of the time, it was just other branches anyway!

*If only they'd do the same - those who chatter away on their phones or carry on with their headphones in whilst I serve them are really annoying and as a result get the minimum standard of service from me.

 

[hairyhandedfool]

No one's talking about being more interested in those who are on the phone, but it was suggested earlier that it's perfectly acceptable to ignore customers' phone calls as if somehow they are less important...or not important at all...

It was also suggested, as a counter argument, that a phone call was more important because that could possibly be a potential customer maybe, when real bona fide customer, standing in front of them with cash in hand ready and waiting, can stay waiting 'til the 'assistant' has finished on the phone.

I'm not wrong....

"Humour, it is a difficult concept" - Lt Saavik, Star Trek II.
(actually it was probably "humor" as the actress was American)

Who would you rather spend your money with: shop A where they do everything possible to help with your purchase before-hand and seem grateful to have you as a customer, or shop B where they completely ignore you until you're read to hand over cash? The answer is A....

I go into a shop, look for what I want, take it to the counter and expect to be served in a timely manner. I don't expect to have to wait because someone is on the phone or because someone is having, or wants to have, a conversation. As far as I am concerned, the pleasantries can be stored where the sun is unlikely to shine, so long as I get what I want, for the price indicated, in a timely manner. That's not to say anyone should be impolite or rude, but beyond Ps and Qs it's all unnecessary, imo.

I have been in those phone shops where the 'assistant' (for which read 'commission driven salesman') is oh so eager to help you with your purchase before you've even decided to buy something, and I hate them with a passion (words cannot adequately describe how much I hate them), I'll go anywhere but there in future, just let me get what I want.

 

[Bungle73]

It was also suggested, as a counter argument, that a phone call was more important because that could possibly be a potential customer maybe, when real bona fide customer, standing in front of them with cash in hand ready and waiting, can stay waiting 'til the 'assistant' has finished on the phone.

The person on the phone IS a real customer. What if the person standing at the counter wants to spend £5, but the person on the end of the phone wants to spend £500??

I go into a shop, look for what I want, take it to the counter and expect to be served in a timely manner. I don't expect to have to wait because someone is on the phone or because someone is having, or wants to have, a conversation.

How about you wait your turn while the staff member deals with the customer that was BEFORE you?

As far as I am concerned, the pleasantries can be stored where the sun is unlikely to shine, so long as I get what I want, for the price indicated, in a timely manner. That's not to say anyone should be impolite or rude, but beyond Ps and Qs it's all unnecessary, imo.

Customer service is "unnecessary"? There we have it ladies and gentleman: the state we're in today.

 

[Deerfold]

And what about if I don't want to speak to someone in call centre who could be hundreds of miles away from the actual shop? What if I require local information. What if I want to speak to someone who actually works in the shop who I may have spoken to previously?

I saw it as better than ringing a phone which won't be answered.

I don't remember saying it had to be a call centre.

I did make a subsequent suggest which you may prefer.

 

[Roverman]

Quote:
As far as I am concerned, the pleasantries can be stored where the sun is unlikely to shine, so long as I get what I want, for the price indicated, in a timely manner. That's not to say anyone should be impolite or rude, but beyond Ps and Qs it's all unnecessary, imo.

Customer service is "unnecessary"? There we have it ladies and gentleman: the state we're in today.

He didn't say that. He said beyond the Ps and Qs and I can fully agree with him. I get regular feedback on my service to customers, bearing in mind I treat them all the same (I use please and thank you, I apologise if they have had to wait, I deal with their query or transaction to the best of my ability and will always suggest an idea if one comes up to help.) Yet my scores range from 6 to 10/10. Surely they should all be consistent?!

On our feedback calls, the customer is told to rate us on the visit they made that day, yet they ignore this and comment about an issue they had 15-20 years ago. Bearing in mind I wasn't even working in 1992 its a little unfair to judge me on it in 2012.

I'm really sorry Bungle73 but your idea of how businesses should operate just won't work (in the majority of businesses) in the 21st century, there are too many customers and too little staff. I concede it may work in a little village store where they have 3 customers visit a day and 3 phone calls but a busy high street store, with the staffing worked out by a computer in Head Office, just isn't going to be able to offer that level of service as the norm.

 

[Bungle73]

Quote:
As far as I am concerned, the pleasantries can be stored where the sun is unlikely to shine, so long as I get what I want, for the price indicated, in a timely manner. That's not to say anyone should be impolite or rude, but beyond Ps and Qs it's all unnecessary, imo.

Customer service is "unnecessary"? There we have it ladies and gentleman: the state we're in today.

He didn't say that.

Um, yes he did.

I said:

Who would you rather spend your money with: shop A where they do everything possible to help with your purchase before-hand and seem grateful to have you as a customer, or shop B where they completely ignore you until you're read to hand over cash? The answer is A..

He replied with:

I go into a shop, look for what I want, take it to the counter and expect to be served in a timely manner. I don't expect to have to wait because someone is on the phone or because someone is having, or wants to have, a conversation. As far as I am concerned, the pleasantries can be stored where the sun is unlikely to shine, so long as I get what I want, for the price indicated, in a timely manner. That's not to say anyone should be impolite or rude, but beyond Ps and Qs it's all unnecessary, imo.

IE he doesn't seem to think shop staff don't need to do anything else apart from hold their hand out for your cash, which is not what the vast majority of people want at all! Lots of people require assistance with choosing their purchase - it is a shop assistance's job to give this. It is what they are there for.

I'm really sorry Bungle73 but your idea of how businesses should operate just won't work (in the majority of businesses) in the 21st century, there are too many customers and too little staff. I concede it may work in a little village store where they have 3 customers visit a day and 3 phone calls but a busy high street store, with the staffing worked out by a computer in Head Office, just isn't going to be able to offer that level of service as the norm.

Yes it will, and it must; and it's what most people expect. People don't expect to phone a shop and either have no answer at all, or to be unceremoniously hung up on because some random has just walked into the store. Shops that treat customers like crap deserve to go under imo.

 

[EM2]

Lots of people require assistance with choosing their purchase - it is a shop assistance's job to give this. It is what they are there for.

Lots of people require assistance, but not everyone.
As someone who has worked in retail for a number of years, but also someone who generally has very clear ideas as to exactly what they want when they go shopping, I can see exactly where HHF is coming from.
I am quite capable of looking around a shop for myself, and if I find what I want, I am also capable of reading the box, or checking the labels or whatever to make sure it is right. If I can't find what I'm looking for (and as I said, I generally know exactly what I want), then I may ask but generally accept that they do not stock it.
After all that, all I want is someone to take my money, and pack what I've bought, in a pleasant and polite manner.

 

[causton]

What did I stir up now!?!?


...I do agree with some of the things said here - it would be really nice if we had enough people in the store to have someone to answer these calls, however...
I used to work in a big store in the area which closed, I have since moved to a smaller store which has taken a large percentage of local trade. This store is now much busier than before and the working hours do not entirely cover the extra work.
At the old store, the phone went to the front door, which someone stands at for most of the day answering customer queries. This works well and I do agree, that when this person is there, it is nice to be able to call up and check stock, ask questions, etc.

However in the new store the person at the front door has to serve shoes to customers, retrieve items from different part of the store, answer questions on the shop floor, complete security checks and sometimes help with tills all the way at the back of the store meaning that at the moment, the calls would probably still be unanswered apart from at the start and end of the day.

I would love to be able to answer the phone at the tills but I spend all but about 10 minutes total of the shift serving, tidying, reorganising, remerchandising, restocking, helping customers, if there is nobody in sight if I pick up the phone and they ask for a shoe, I can't get it because I am the only person at the tills, everyone on footwear and shop floor is serving, suddenly a customer approaches at the tills and every second I spend on the phone is probably better spent getting people through the tills and avoiding queues (especially with a "QUEUE? TELL US ABOUT IT") sign right behind my head.

I do appreciate all the views and I agree with a lot of them. In an ideal world, there would be more staff, but we keep being told that our company is growing in size and profit and if this is the way it is for our company, companies that have to make cuts and are shrinking must be even worse. With one of our main rivals closing down and us refitting out their stores into ours, it can be hard to keep up with it at times...