Comments on: What does customer service cost a retailer? http://www.dabigcheeze.com/2009/01/07/the-cost-of-customer-service/ Wed, 17 Feb 2010 21:21:49 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Chris Haddad http://www.dabigcheeze.com/2009/01/07/the-cost-of-customer-service/comment-page-1/#comment-54 Chris Haddad Wed, 17 Feb 2010 21:21:49 +0000 http://www.dabigcheeze.com/?p=257#comment-54 Hey bud - I do have a question about the Best Buy thing. Did you put your future purchases in perspective when talking with the manager? IE: "I plan on buying a blu-ray player and a new HDTV over the new month. If I buy the blu-ray player today, will you meet me on the beard trimmer exchange?" With the store manager, it probably comes down to an under-powered individual in a position of semi-authority. In theory, he should be responsible for the top-line sales and bottom-line revenue for his store, but corporate will question "why did you authorize this $10 discount?" - and thus its "cheaper" for him to lose business instead of justifying himself to corporate. Honestly, this is why I shop online :/ Hey bud – I do have a question about the Best Buy thing. Did you put your future purchases in perspective when talking with the manager? IE: “I plan on buying a blu-ray player and a new HDTV over the new month. If I buy the blu-ray player today, will you meet me on the beard trimmer exchange?”

With the store manager, it probably comes down to an under-powered individual in a position of semi-authority. In theory, he should be responsible for the top-line sales and bottom-line revenue for his store, but corporate will question “why did you authorize this $10 discount?” – and thus its “cheaper” for him to lose business instead of justifying himself to corporate.

Honestly, this is why I shop online :/

]]> By: Anonymous http://www.dabigcheeze.com/2009/01/07/the-cost-of-customer-service/comment-page-1/#comment-17 Anonymous Thu, 08 Jan 2009 08:20:01 +0000 http://www.dabigcheeze.com/?p=257#comment-17 Good post, Kyle. And this kind of stuff is so frustrating - and so shortsighted. You'll probably appreciate Dave Fleet's post "Customer Service is Public Realtions" http://bit.ly/Rnjq Good post, Kyle. And this kind of stuff is so frustrating – and so shortsighted. You’ll probably appreciate Dave Fleet’s post “Customer Service is Public Realtions” http://bit.ly/Rnjq

]]> By: Excellion http://www.dabigcheeze.com/2009/01/07/the-cost-of-customer-service/comment-page-1/#comment-16 Excellion Thu, 08 Jan 2009 07:20:48 +0000 http://www.dabigcheeze.com/?p=257#comment-16 This is a good post. I can't stand poor customer service as well. The thing I realized is that for a lot of companies you don't have too many options. 10 years down the road, Rogers may piss you off, and then who will you change to? Bell? Unfortunately, for every 10 people that Telus piss off, 10 people are pissed off by Rogers and swap so in the end it's net zero - in the grand scheme of things. Also a lot of the time the customer service reps don't have the authority to do what they need to do to keep customers happy. I do have really good experiences with Rogers though - they always seem willing to do what it takes to make it up to you. When they screwed up my order for a new Curve a year ago, they gave it to me for free. They always seem to screw things up, but if you spend the time talking to them, they always seem to give you something in the end. This is a good post. I can’t stand poor customer service as well. The thing I realized is that for a lot of companies you don’t have too many options. 10 years down the road, Rogers may piss you off, and then who will you change to? Bell? Unfortunately, for every 10 people that Telus piss off, 10 people are pissed off by Rogers and swap so in the end it’s net zero – in the grand scheme of things.

Also a lot of the time the customer service reps don’t have the authority to do what they need to do to keep customers happy.

I do have really good experiences with Rogers though – they always seem willing to do what it takes to make it up to you. When they screwed up my order for a new Curve a year ago, they gave it to me for free. They always seem to screw things up, but if you spend the time talking to them, they always seem to give you something in the end.

]]> By: Dai Manuel http://www.dabigcheeze.com/2009/01/07/the-cost-of-customer-service/comment-page-1/#comment-15 Dai Manuel Wed, 07 Jan 2009 18:38:26 +0000 http://www.dabigcheeze.com/?p=257#comment-15 Great post, Kyle! I won't even begin to tell you some the poor customer service experiences I have had in the past 3 weeks. But your post rings true that when we have a positive experience, we tell a couple people; but when we have a poor experience and we tell EVERYONE! Great post, Kyle! I won’t even begin to tell you some the poor customer service experiences I have had in the past 3 weeks.

But your post rings true that when we have a positive experience, we tell a couple people; but when we have a poor experience and we tell EVERYONE!

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