Hello from the Bahamas.
I am currently in charge of Customer Service in the Retail Industry. Over the last few months I have be having continuous complaints from customers about our store's rude staff. Many of the customers do not want to create a scene while in the store, so they email me after they leave to complain. We have implemented name badges to identify staff to our customers. We have continuous customer service training, which seem to work with the sale staff for a few days. Then its back to the same old habits. Does anyone have any suggestions that can help me turn this very serious situation around? Help!!!!

Hi,

There must be consequences for our actions.

Inappropriate behavior cannot be tolerated. You'll need to figure out what the consequences are for the actions, and you'll need to communicate those consequences. Most importantly (and the hardest thing to do) you'll need to enforce them.

Good luck,
Karen

I agree with Karen. In addition to what she has pointed out, the reps should be evaluated not just for calls coming in but also for quality. This should affect their commissions/salaries. ie evaluate them on quality.

We have established company procedures for a minimum level of customer service satisfactory to our company. Each staff member receives and signs for a copy of the policy agreeing to act inaccordance with the levels prescribed.

Staff are issued with warnings and their commission (when applicable) is affected by complaints received. An Access database stores information on each person and it is reviewed on a monthly basis.

Hope this helps

Susan

Hi Chynell,
I'm Mrinal,
To top-up all that's discussed: ever tried making test calls to your reps' , to top it up share with the reps the business impact that such action invites.

I understand being in sales requires of a rep to be assertive & assumptive. I suggest , take them thru a 30 min seminar, where you may discuss a case study on how people react with their family members , viz-a-v , an absolute stranger. "" you fighting with your sibble'/parents etc. , used all names possible to vent your anger, someone knocks at your door to ask for directions/sell smoething etc. How did you behave in both cases"" Why?? who is this stranger & how he/she relates to you?? what's more valued , family or XYZ?? end with customer being a family member & reasons why we must take care of them.

1 sale = 1 customer
1 happy customer = return business, ref. sales etc.
1 unhappy/ forced sale = -ve word of mouth publicity/ low conversions due to ugly company image.