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CONSUMER NEWS RECALLS COMPLAINT FORM SCAM ALERTS |
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Sears Customer Service |
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I'm an employee at a Sears in the Bay Area. I believe Sears' main problem is customer service. Our managers want us to use something called a "discovery guide" (which is a little blue book) for every customer we deal with, even if they're just looking for a screwdriver! I personally try to avoid using the book except for big ticket items. The questions in the book are ones like "who will be using this product?" "what's your purpose for using this product?" Finally it asks for the customer's name, address and phone number. Now sometimes you need to use those questions to find out what exactly the customer wants. However, if I was a customer i would find giving my name and address and phone number a little intrusive, especially if I'm just buying a screwdriver! Another thing Sears must improve on is "In stock" -- the saying they push on the employees is "Fast, Helpful and in stock." Well, I as an employee can be fast and helpful, however it remains up to management to hold up the "In stock part". I can't begin to count how many sales I've lost because there was not something in stock. I've worked at Sears for 2 months now and there are still things that aren't in stock that weren't in stock when I started working there! The reason Sears employees are always pushing the merchandise protection agreements is because the managers are always on them to sell them. The reason you ask? Well the managers get a bonus at the end of the year depending on how many "P.A.'s" were sold. I know in my department, if i sold $1 million of merchandise in a day, but i missed 5-10 P.A.'s i would get yelled at, even though i sold $1 million of merchandise. Teresa of Atascadero, CA, writes:
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