InStl

Can One Profit From Poor Customer Service?

As a former "Great Buy" store manager for over 17 years (I left over 3 years ago), I can tell you that the level of service you get from any chain retailer is dependent upon the store management staff. Upper mgmt. is constantly preaching outstanding customer service with most retailers but the bottom line result is at the store level.
"Rudeman" uses an example of a lawsuit asking for a ridiculous amount of money for a lost laptop to question the quality of customer service of an entire company based on customer service at one store out of 700 US locations. The level of service and communication was lacking at this particular location but to condemn all because of one is not a practical logic. I hope his moniker is not his normal customer attitude. I will also tell you that yelling, screaming, namecalling, or being rude is not the way to get a problem resolved. I always tried to be courteus to every customer but when the person became personal or abusive, it was time to shut the converstion down until they could become reasonable again.
As far as WalMart and Target excelling with little to no level of customer service, that is the basis of their business and I love shopping at Target. I also know that I am not going to get educated about their products when I am shopping for a higher dollar item. With my experience, that is what most customers who are investing hundreds and thousands of dollars are looking for, someone who can teach them and make them feel comfortable with their product. If you are an individual who can educate yourself adn feel confident with your product choice, by all means shop the discounters. It is all dependent upon the level of service you require.