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LockedCustomer Service

posted on November 18, 2009 at 04:27PM Inappropriate?

What do you look for in customer service? Is getting greeted at the door important? What is important you? Voice your opinion. We're blogging about it on MySears > blog > Hometown Stores

replies: 7 latest post: November 18, 2009 at 08:46PM by SHC-ShaunakD
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posted on November 18, 2009 at 04:45PM
 

Not talking to an ESL operator when calling for support.

posted on November 18, 2009 at 04:48PM
 
In response to SearsPro's post from November 18 2009 04:45PM

If you need help, I can help.

posted on November 18, 2009 at 05:45PM
 

I look for knowledgeable staff who are willing and ready to help.

The training system could use an overhaul. For instance, it's a high-level top-down method, where Hoffman Estates puts out a training system that is entirely passive for the salespeople (computer training is one step removed from watching a video), then trains store and department managers directly, and depends upon the trickle down method to distribute that knowledge.

By far, the most useful things Sears does for training are Powerama and the Home Appliance Training Event (didn't go to the electronics one...was there one for Massachusetts/New Hampshire?). These events directly engage the salespeople, provide the kind of information that computer training and multiple choice quizzes (which generally are pushed through rather than used as proof of knowledge), and give the salespeople strategies they can use when they get back to the store.

We don't need more management training sessions for how to sell protection agreements or appliances or installation services or electronics or tools. I don't disagree that they also need to know these skills, but the core of the sales force is the sales force itself, and they are the ones who need the most focused training.

What would make a huge difference would be either increasing the frequency of such large-scale training events or making training a mission of the company with people devoted to training salespeople at each store or floating between 3-5 stores, and schedule flexibility to hold enough training sessions to cover entire departments within a couple days.

posted on November 18, 2009 at 08:15PM
 
In response to BlueCrewGuyInMA's post from November 18 2009 05:45PM

These are all great points! We at Sears looks at Amazon.com and Zappos.com as benchmarks for legendary customer service and I think we're getting there. Certainly, it helps if everyone had customer service in their DNA regardless of the product or service they sell. At the end of the day, it's marathon, not a sprint, but we gotta get their quickly. For example, Shop Your Way Rewards is a great example of customer service because you don't need receipts to return stuff. Also, would be great to have your energy and enthusiasm duplicated for all associates including myself. :)

posted on November 18, 2009 at 08:39PM
 
In response to SearsPro's post from November 18 2009 04:45PM

Couldn't agree more! They say they can't understand me, while I'm struggling to understand them!

Fridge is broken for the fourth time since its purchase in Aug 08. Customer Solutions has no solution except to say "It doesn't qualify for replacement." I DON'T CARE WHAT YOUR POLICY SAYS, I just want what I paid for: a frige that works reliably.

Instead, what I am told is that it hasn't been broken badly enough, often enough to qualify for the replacement promised in the extended warranty program I purchased.

I have bought Kenmore all my life, my parents have bought Kenmore all their lives, but I will never, ever buy Kenmore again. The extended warranty is expensive, yet worthless.å

posted on November 18, 2009 at 08:39PM
 

Couldn't agree more! They say they can't understand me, while I'm struggling to understand them!

Fridge is broken for the fourth time since its purchase in Aug 08. Customer Solutions has no solution except to say "It doesn't qualify for replacement." I DON'T CARE WHAT YOUR POLICY SAYS, I just want what I paid for: a frige that works reliably.

Instead, what I am told is that it hasn't been broken badly enough, often enough to qualify for the replacement promised in the extended warranty program I purchased.

I have bought Kenmore all my life, my parents have bought Kenmore all their lives, but I will never, ever buy Kenmore again. The extended warranty is expensive, yet worthless.

posted on November 18, 2009 at 08:46PM
 

@fedupcanuck I'm sorry about your fridge. I can help you. I will send you a private comment with my contact info.

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