Before I went to borders the very same day. My friend and I went over to Charles & Keith in Wisma Atria Basement one to purchase a bag for her sister for Christmas gift.
A young guy served us and we show him the model of the bag we want, he search the catalog and told us that the stock had been sold out. We ask if he can check out other branches if they have the stock. He told us to wait a moment and went into their store. Shortly afterwards, he came out of their store and started to serve other customers.
While waiting for the answer, we can see that the staff are busy talking among themselves and many customers are left alone helplessly (only 1 to 2 staff are helping them).
After waiting for more than 10 minutes, the guy that served us continue to served other customers and act like we are invisible. We got no choice but to ask a lady staff near the cashier to call other branch for us. She did so politely and in the end we couldn't get the bags that we want.
While waiting for the lady staff to check other store, we observed a very disturbing scene, the guy tending to the cashier was handling the change to the customer with one hand, followed by the very same hand the goods the customer purchased and say:" This is your things". All this while, he is facing and talking to the lady staff making the phone call for us.
What can I feel from visiting this shop:
1) The ambiance is good. (2 positive points)
2) The guy serving us in the first place is polite while talking to us. What make us piss off is that after he come out from their store and ignore us complete and make us wasting our time waiting. (1 learning point)
3) The lady staff that are serving us is polite and serve us our need. (1 positive point)
4) The cashier should attend to the customer before chatting with the lady staff. It so impolite that he wasn't facing the customer at all. Lastly serving the customer with one hand. (4 learning points)
Total Point = 2 learning points
Conclusion:
Charles & Keith is one of the leading brand in Singapore, while their products is wide range, a lot of improvement must be done on the customer service. I doubt I will visit this particular branch again.
Friday, December 22, 2006
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3 comments:
Good customer service is a two-way street, said Ms Lau Chuen Wei, executive director of Singapore Retailers Association.
She said: 'We expect the service provider to say 'thank you' at the end of a transaction because we, as customers, have contributed to his coffers. But do we say 'thank you' to the service provider because he has helped us gratify our desires, our needs?
obviously how do you feel of saying thank you to a bad costumer service? :x
It is indeed a two way..but if the customer service is so bad and impolite..no one will feel like saying thank you.
Especially we are shopping a store that is supposed to deliver both good products and good costumer service :(
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