Vocal Voices

You might remember that I was moaning about the service we received in store in the Bullring a couple of weeks ago so I sent an email to customer service. They got back to me and wanted descriptions of the staff members, I had a reply earlier in the week from a lady in customer services saying that it isn't at all how they expect staff to deal with customers and the store manager was dealing with it and if I wanted to give her the product code and size for the hoodie she'd try and locate one at a store. I replied saying thanks but not to go to any trouble as I wasn't sure when I'd be getting out with Joe to the shops again.

I just had a knock on the door and on answering it was handed a Next parcel by a courier, containing a complimentary hoodie - priced at £24

Wow! Now that is what I call excellent customer service!

that is amazing service - well done them! I am very impressed!

Good service, Jo, yes, but it was only after you told them that another trip to Next was scratched from your diary.

However, and to their benefit, they did eventually listen to your complaint and acted upon it, so well done to Next.

Hope the hoodie fits and is a decent colour.

Gosh that's service and a half. Well done Next.

It is always in the stores best interest to try to appease disgruntled customers.

It was once said in the trade that a dis-satisfied customer will tell 10 other people of their dis-satisfaction, and
those ten would then tell ten others. Hence the importance of giving satisfaction. Now we have "social media",
the number of eventual recipients of adverse comments is significantly greater. Unfortunately, not all retailers
have taken this into account, but they will learn in time - or go under.

Glad you received such good service.

The hoodie is bang on what he wanted Frank!

Really, there shouldn't need to be a reason to complain about poor customer service, especially at a time when so many high street retailers are struggling. I worked in retail for years and will honestly say that, apart from one member of staff that I employed in that time, we never had complaints about service given in store but things really do seem to have changed over the years.

To balance it though, I caught a train into Birmingham last Friday and the conductor was in the carriage when I got on. He greeted every passenger as they boarded. He then chatted as he sold and checked tickets. He was only a young chap too, mid 20s at the most, part of a generation that gets so much bad press. I emailed London Midland when I got home to let them know what a credit to the company he is.

Excellent service from Next!!

AggersAgain wrote:It is always in the stores best interest to try to appease disgruntled customers.

It was once said in the trade that a dis-satisfied customer will tell 10 other people of their dis-satisfaction, and
those ten would then tell ten others. Hence the importance of giving satisfaction. Now we have "social media",
the number of eventual recipients of adverse comments is significantly greater. Unfortunately, not all retailers
have taken this into account, but they will learn in time - or go under.

Glad you received such good service.

Couldn't have put it better myself!

Jo, so glad this worked out well for you

I really do miss next, I always found what I liked there.

Good on them for putting it right. We often found in the uk that service on the whole wasn't that good, and a lot of "not my job". We put it down to population. If we and our friends stopped shopping there, the shop would hardly notice