What happened to "The customer is always right?"

Sears puts none of it's associates, at least from the store level, "in charge" of anything. We all offer advice here on a voluntary basis. The SearsCares team are the only ones who "officially" do anything here.

I'm pretty sure I know which discussions you are eluding to. I agree that there are some times when associates aren't 100% friendly. But I pose you a question as well... When did "the customer is always right" turn in to "the customer can treat the associate however they want and the associate has to sit there and smile?"

The good majority of associates do understand your frustrations and truly do want to help. It's not always that easy though. You can literally spend hours here reading about how much Sears sucks, everyone who works for Sears is stupid, and people wishing the company would go under. You spent some money so now you can call me stupid and wish unemployment on me? That might be taking it personally, but there is a difference between frustration and rude when it comes to customers as well.

Empathy is an emotion long forgotten. If associates and customers exhibited a little bit more of it I think everyone would get along a tad better.

I understand completely that there is, and always will be, times or situations when a customer will or can not be satisfied within this forum.  My point is simply this.  If I were Sears, I would not allow individuals who are not trained to do so, handle customer service issues.  As well intentioned as they may be they simply do not have the skills or training to be responding to the customer whom is most likely very upset.  To encourage or even allow just anyone who works for Sears to go ahead and esentially "Chime in" on these issues is, in my opinion, a bad move as I have read what can happen.  Just some food for thought.  I'm not actually mad at anyone I just couldn't believe this would be or could be happening with a corporate giant like Sears.      

I think it's refreshing that Sears isn't sensoring things to that degree. Many of those employees who post on their own time are the ones who really add value. If this forum was nothing more than customers airing dirty laundry, followed by a canned corporate response, I certainly wouldn't bother to read it. I give Sears a lot of credit for letting complaints get aired and letting anyone chime in. I suspect most people know the difference between a corporate response and someone responding on their own time.

I also applaud Sears for allowing customers to have a forum to speak their minds.  I think it's good buisness practice as it proves that they are not trying to hide anything and want the public to know that they have forum to voice their opinions, positive or negative, if they chose to do so.  I do however disagree with your statement that "most people" know the difference to which you referred.  When I see any response from anyone with "Bluecrew" attached to their name then I assume that it's a response from someone who is representing the company in an official capacity.  I guess I'm just as dumb as the rest of these simple folk who assume the same because that's the impression that I got.  Hey I know, a disclaimer stating that all opinions from Sears employees do not necessarily reflect views of the professionals in charge of customer service, they're just standing up for the company for whom they are employed.  I'm actually OK with that.  

+1 for Sears

If the management did not see some difference they would not tag them as associates volunteer or not. 

I can imagine one if identified would never receive the promotion they so obviously seek.

The way I see things is: I can't control others but I can control how I take and react to others' statements.

There are plenty of different types of personalities out there which makes each individual unique. While I am NOT excusing any one particular associate's actions or attitude, some times people need to be spoken to with frankness to get the point. While there is a right and wrong way to do so, I take what most people say as a gift, I take what I want and return the rest :D

If we could all do that my post above wouldnt be missing some content I think...

LOL!

Theres two parts to major multi national trillion dollar coprorations now adays, you know if you hadnt noticed. Thers the fat cats running the thing taking away your rights and doing anything for a buck, even if that means packaging your maintence agreements and splitting them up between investors and lowering the companies dollar for dollar amount on retirement funds.

Then thers the hard working employees who keep the company together. They work their butts off every day for the customer, just to have one ignornant customer upset because his installer is installing a defective range and he wants installation paid for by sears.

If you think the fat cats care one bit, your the reason americans in this mess. If you think the store employee you just yelled at cares anymore, then your the reason fat cats are in charge.

Oh!

Then you wont mind waiting on the telephone for a "paid" Customer Service Representative?

Promotion!

Oh, thank you...

You made my day!

Ah...

"Promotion"

:)

Very often, customers will get product insights and resource information that would take a paid, one-week wait, Service Call to receive otherwise.

And, Associates have to "request" an Associate's icon be placed on their profile by MySears.com.

Customer alway right?

The customers that hammer on their ratchets?

Or, the ones who let their tools start rusting away, before returning them?

now it would be my firm opinion that I irrate you as much as you irriate me  thats what it is an opinion

one of those reasons is the contractor gets upset whan a customer points out they need one.

I would point out that the customer is not always right. In fact, very often, the customer is dead wrong.

It is the job of sales associates, however, to work with that, form a relationship, and come to some sort of conclusion to help them the best way they can.

without a doubt the customer is not always right, however the customer does not come in the door because  you are there... you are there because the customer comes in the door.

That was "cold" man.

Very cold.

And, to stock and CLEAN.