Customer Service

[lionwing]

I rang two local model shops this morning with a pricing enquiry on some new track.  Not just a odd piece of track mind but between £100 - £150 worth.  I got two very different responses;

Shop#1

Answered with a mumbled "hello" and did not identify either the shop name or his name.  I clarified I had rang the correct shop and gave my name and a brief overview of my enquiry.  The reply was less than "customer focused" with a the person explaining they were very busy, the shop was full and that it would be easier (for them???) if I visited the shop.  Ok - I politely ended the call.  Perhaps a..."Can I take your number and call you back..." would have been a better response.

Shop#2

The telephone was answered promptly with a enthusiastic hello and the chap told me his name.  Great, on to the enquiry which he was positive about and while not giving any prices promised to match anything from major outlets across the internet with a little extra discount.  Excellent!  I said I would visit in the next week or so and gave my name so that we could pick up on the conversation.

Now I work as a Purchasing Manager for a very customer facing organisation where relationships are key not just with customers but our suppliers.  If during the working day my experience with shop#1 was repeated within the workplace then there would be trouble!

A smile, polite hello and a little enthusiasm cost nothing!

[scotsoft]

A smile, polite hello and a little enthusiasm cost nothing!

I agree with you 100%

John.

[zwilnik]

A smile, polite hello and a little enthusiasm cost nothing!

actually, they cost you £100-£150

[Newportnobby]

 

Ah - but not yet

It's an old truism - it takes years to build a reputation and 5 minutes to lose it.

[lionwing]

A smile, polite hello and a little enthusiasm cost nothing!

actually, they cost you £100-£150

...and a whole lot of money in further loss custom...

[Matthew-peter]

See I worked in a model shop for 3 years and was always polite, enthusiastic and helpful yet no where will take me on now I have been made redundant.
Yet they take on people like that, really grinds my gears 

[MikeDunn]

But it was probably the owner !

[Steve.T]

I just find it sad that in general customer service is becoming a thing of the past. I find this happening everywhere.
Fortunately there are still a few who buck this trend and it does seem that this hobby does still have some very good shops and on-line businesses that do still consider politeness as  the norm.
For sure the impolite ones would not get my buisiness no matter how cheap they were. 

[port perran]

On Wednesday, I travelled by train from Redruth to Andover.
Bit of a marathon with landslips at Teignmouth and at various points between Exeter and Yeovil Junction.
There were many people on my first (FGW) train that terminated at Exeter St Davids. The guard/train manager was most unhelpful to the myriad of enquiries he had from passengers who would need to catch a bus at Exeter to reach Tiverton. As for those of us travelling on from Exeter by SW Trains his reaction was "SW Trains are nothing to do with us - I've no idea if they are even running !". People were undestandably angry.
No, I did get a train from Exeter to Andover. It was running very late but the train manager couldn't have been more helpful. He dealt politely and thoroughly  with every enquiry (and there were many from people who were likely to miss connections or even planes).
So if SW trains can do it why not FGW !!
Customer service costs nothing.

[Paul B]

Not at all railway related, but thought I would share it here, as it is definitely on the same subject -

After a few years of going on camping holidays and getting fed up with getting wet, SWMBO and I decided we wanted to buy a caravan. We couldn't afford too much, but found a 'cheaper' dealer advertising on the Internet. Their website wasn't too good, and didn't even give their Saturday opening hours, so I phoned them - "Hello?" was the first reply I got - "Hello" says I "Is that XXXXX caravans?" "Yes - whaddaya want?" I asked when they were open on Saturday and they told me, then "What are you after?" I said we were looking for a 2 berth caravan. "Only got one in at the moment." came the reply. I said that the website showed quite a few in stock - "We've been busy." they said. I thanked them and said that we would see when we could get there... 

SO, come the Saturday, we did not go to the 'cheaper' caravan dealer, but went to a more reputable one instead. They were immediately better - the dealers were polite, friendly and knowledgeable as well as being very helpful. Although they didn't have as many cheaper caravans, they explained why theirs weren't always cheap, and even why the cheaper ones were cheap. And the salesman was also a very good salesman - by the end of our time there we came away £6,000 lighter  much more than we had intended to spend, but were very happy with everything that had happened!

And, more important, 5 months on, we are two people who are still very happy with their caravan!

SO yes, with some good customer service, fair and friendly treatment, and a good salesman, you can end up spending more than you would imagine - but still come away happy!

(Oh yes - and apologies to anyone who hates being stuck behind a caravan on a slow narrow road - I used to be like you too, until 5 months ago!  )

[moogle]

Having worked in customer services I can say one thing and that is that its down to the staff and the company.
I've been at companies where most of the staff in customer services are very helpful but you always get a few who are miserable unhelpful so and so's. Thankfully I've never worked anywhere that's been the opposite! 

Likewise with companies. Some are o.k, treat their staff well and don't pressurise them too much. Some however put too much pressure on their customer service staff by telling them to spend no longer than a certain length of time with each customer, upsell at every opportunity and reach impossible high targets every day. Admittedly a lot of the latter are large companies and they do have a tendency to use mainly temporary staff.

Now when you temp, and I've a lot of experience here, you don't give 100% to the temp job as you are constantly on the lookout for permanent work. So the customer service suffers. But do those companies ever learn?  They just keep on employing temps.

I've always answered the phone when I've worked in that industry with 'Good morning' (or afternoon/evening) followed by the company name and then 'Marc speaking, how can I help you?' (Yes Marc is my real name!) I think its reassuring to the customer/caller to be greeted by a friendly voice answering like that. Even when I've had customers on giving me a barrage of abuse for whatever reason (e.g damaged order) and have been swearing so much that even a docker would blush (and believe me, that's a lot of swearing) I've still answered the next call in the same polite, happy way. Service with a smile I call it. So a company with good, happy customer service will get repeat business off me even if its all rrp prices whereas the opposite won't no matter how cheap they are!

[lionwing]

Perhaps larger companies who actually recognize the value of customer service find it harder to implement a policy of "good customer service" which includes a friendly hello and general initial pleasant exchange at the top of a conversation because of temporary staffing issues.

While a small independent, such as those that serve this hobby, where you may well be talking to the owner or at least will be present in the shop should have no such issue as you would expect them to be very hands on and recognise the potential of engaging customers and their enquiries.

I know for sure which shop I will be visiting and the fact it is two miles up the road is a even bigger plus!

[daveg]

I just find it sad that in general customer service is becoming a thing of the past. I find this happening everywhere.
Fortunately there are still a few who buck this trend and it does seem that this hobby does still have some very good shops and on-line businesses that do still consider politeness as  the norm.
For sure the impolite ones would not get my buisiness no matter how cheap they were. 

I emailed Dapol with an enquiry on 22/11 regarding small unidentifiable parts that came with my new, excellent Class B1.

I've not heard from them at all. I did think perhaps after Warley I may have had a response.

A bit disappointing.

Dave G

[Steve.T]

I emailed Dapol with an enquiry on 22/11 regarding small unidentifiable parts that came with my new, excellent Class B1.

I've not heard from them at all. I did think perhaps after Warley I may have had a response.

A bit disappointing.

Dave G

And so frustrating

[MikeDunn]

I emailed Dapol with an enquiry on 22/11 [...] I've not heard from them at all. I did think perhaps after Warley I may have had a response.

That's my experience ... I'm still 'waiting' after 3 months (I gave up on them)