I was in one of our local stores the other day looking for an item that was not stocked on the shelf. The sales clerk was new to this department and knew that it was a special order item. He had never done a special order before so was double checking with those who were familiar with the item and where it could likely be ordered from.
He carefully took down the details of what I needed and wanted to understand what the use would be. Upon phoning a supplier he found the price, specifications and the delivery time for the article. Once he had all of this and I agreed to the price and delivery time he proceeded to make up the order.
Up to this point, the customer service was exceptional and would have been a good experience had it not been for a co-worker, who may have been his boss. The sales clerk had said to this fellow a couple of times that he had never done a special order before and asked for assistance, which he never got.
After I had paid he tried to print me a copy of the invoice and it would not print. When he again asked for assistance the fellow came over and started berating him, telling him he had done it wrong and that it was his fault it wouldn’t print. Then he walked away without giving any help.
To the sales clerks credit he at no time lost his excellent customer service delivery. He said to me, “I think it is a printer problem” and sent the invoice to another printer, which worked fine. I would definitely seek out this sales clerk, if I ever go back, because he understands who pays his wages.
As for the moron who was with him, he should be fired. No matter if he is a boss or coworker, I think training for this particular person would be a waste of company resources.
You DO NOT discipline or berate anyone in front of a customer, client, or other co-workers. If disciplinary action is necessary, you do it quietly behind closed doors. This is also NOT how to train staff!
When a member of your team asks for help with a new task, especially when they are with a customer, you make sure they have what they need in order to satisfy the customer.
Someone is going to wind up with a very good sales clerk. I say someone because I am not sure how long he will put up with this particular workplace. As for me, I won’t return because of my impression of the company.
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