Thanks to Reveries for pointing us to this article.
Unless you shop exclusively online, you've probably sensed a change for the worse in America's sales force. Consider these recent real-life tales from the customer-relations crypt:
• An associate at a consumer- electronics store keeps pitching an extended warranty even after a customer has declined it - twice.
• Under orders, checkout clerks at a growing apparel company demand e-mail addresses from customers.
• A financial-services firm decides to reduce wait times for customers, only to learn later that this was never an issue for clients. What they want, a consultant finds, is more respect.
Customer complaints are way up, according to the latest statistics. And the usual explanations - a worker shortage, Gen-X indifference - seem to fall short. The real issue, some experts say: a lack of effective training.
Link: With customers griping, retailers finally get the message | csmonitor.com.
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