Profile
We are a group of fun loving retail students using the little technology to journal what we will be discovering about the wonders of retailing. Based on the retailer we had chosen, we will provide readers with our findings and how this retailer operates its business. Ding Li
Regina
Mei Mei
Shree
Jun Jie
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Monday, July 6, 2009, 8:13 AM
Customer Service
5 pitfalls of inadequate or poor customer service given by FairpricePoor staff response towards customer
front line staff uses "its not company policy", "i don't know", "we cant do that", "just a second", "you will have to" and "no" very frequently used to answer upon customer request. Thus affecting service level and Fairprice competitive edge.
Poor cashier efficiency
Fairprice cashiers do not take the iniative to call the customers to their counters once their counters are cleared. This creates mess in the store and it gives a long queue all the time. Personally I would avoid a store with such a long queue if i am purchasing a small quantity of products.
Poor staff attitude
The cashier refuses to serve the customer when customer reaches the counter. While cashiers are changing shift or counting cash float, they do not use the appropriate signs to tell the customer that they are unable to service them at that moment. They should use more creatice ways to rectify this problem.
Lack of sensitivity towards customers .
Cashiers, staff of Fairprice are often unsympathetic towards customers. They are often respond coldly to customer's extra requests like giving them extra plastic bags, or charging the items through separate transactions. Often, they unintentionally display reluctance to carry out the extra work.
No initiative
Customers often find themselves searching high and low for Fairprice staff to inquire for certain products in the store. Despite having staff around the store, they never take the initiative to offer their help to the customers unless they are being approach.