Saturday, March 31, 2012
Fashion and Retail: Still Lacking in Customer service India Retail
Fashion and Retail: Still Lacking in Customer service India Retail: Its a weekend Saturday morning and major part of my morning at a hypermart ( reliance ) payment time - unaccountable mins ..... shopping t...
Still Lacking in Customer service India Retail
Its a weekend Saturday morning and major part of my morning at a hypermart ( reliance ) payment time - unaccountable mins ..... shopping time 35 mins .
The shelfs are not stacked , the offers are not communicated properly , floor staff has no clue on the offer and merchandise , trying to ask each other to figure out the same.
No Unit head , no floor manager around neither on the floor or at the cash counters . The cashiers struggling on the points , wrong billings , additional payment taken, unable to figure out item codes .. barcodes not reading , customers running to and fro to replace the item of unread barcodes or getting a fresh barcode , untrained to the core . Called for the Unit head several times but he did not even bother on the inconvenience caused to all the customers ,the floor manager came in after ringing the bell several times and then disappears in the crowd without giving a solution . Snake like queues and only couple of cash counters operational. Even for few Items no express counter . Customers struggling to make space for their trolleys at the cash counters. Frustration and agitation at the brim , yet not one staff to give a solution
My question to the stalwarts of retail is this the kind of retail that you foresee for India ? Why is it that we are hung up on opening new concepts when we are not able to consolidate the old ones ? Why is customer service and customer convenience given bottom priority , whereas advertising and branding top priority? Why is it that when we as customers get a shabby treatment , yet as brand owners do not rectify the same?
We are talking about new concepts , expansion , FDI , retail training institutes , and yet we lack the basic that is customer service . THe retail heads sit in glass cabins making business plans, but lack the knowledge on the happenings on the floor . We ape the west for concepts and many other things if only if we could ape customer service . Then retail in India would truely be something to recon with.
The tag line Feel the experience when you buy is so so far fetched ..... because the experience is only time consuming , frustration .
I would prefer my good Old Kirana shop , he not only ensures u get all ur items as he knows exactly where what is lying in his store , customer turn around time bare minimum, home delivery and I am off to finish my next chore.
The shelfs are not stacked , the offers are not communicated properly , floor staff has no clue on the offer and merchandise , trying to ask each other to figure out the same.
No Unit head , no floor manager around neither on the floor or at the cash counters . The cashiers struggling on the points , wrong billings , additional payment taken, unable to figure out item codes .. barcodes not reading , customers running to and fro to replace the item of unread barcodes or getting a fresh barcode , untrained to the core . Called for the Unit head several times but he did not even bother on the inconvenience caused to all the customers ,the floor manager came in after ringing the bell several times and then disappears in the crowd without giving a solution . Snake like queues and only couple of cash counters operational. Even for few Items no express counter . Customers struggling to make space for their trolleys at the cash counters. Frustration and agitation at the brim , yet not one staff to give a solution
My question to the stalwarts of retail is this the kind of retail that you foresee for India ? Why is it that we are hung up on opening new concepts when we are not able to consolidate the old ones ? Why is customer service and customer convenience given bottom priority , whereas advertising and branding top priority? Why is it that when we as customers get a shabby treatment , yet as brand owners do not rectify the same?
We are talking about new concepts , expansion , FDI , retail training institutes , and yet we lack the basic that is customer service . THe retail heads sit in glass cabins making business plans, but lack the knowledge on the happenings on the floor . We ape the west for concepts and many other things if only if we could ape customer service . Then retail in India would truely be something to recon with.
The tag line Feel the experience when you buy is so so far fetched ..... because the experience is only time consuming , frustration .
I would prefer my good Old Kirana shop , he not only ensures u get all ur items as he knows exactly where what is lying in his store , customer turn around time bare minimum, home delivery and I am off to finish my next chore.
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