Post by excoriator on Dec 6, 2020 10:29:14 GMT
Without going through the details, I had occasion to wrestle with their customer service both online and by phone. It was well up to the worse standards of customer services which I guess we've all experienced.
Eventually I got sorted, but I do wonder why companies like M&S who seem to spend large amounts of money to make their stores as attractive as possible go on to give such uniformly grotty customer service. I don't know why they cannot understand that customer services is the online equivalent their storefronts with cracked unwashed shop fronts, behind which is a selection of dusty, faded, out of date stock. People's hearts sink at having to contact customer services from any company. We all know what's coming
Nobody wants to know why the call is being recorded. Nobody wants to be faced with a list of menu option questions. Nobody wants to be directed to the website. Nobody wants FAQ's answered at length. And despite the evident pride in the announcement of experiencing 'very heavy call levels' nobody wants that either. And I doubt if anyone is keen to listen to distorted repetitive pop music interspersed with messages telling you how important your call is to them.
What one wants is to talk to a human being, within at most 30 seconds, who can sort out your problem. It seems to me that given the steady movement from High street to online shopping, that companies need to realise that this involves less expense on shopfronts and a lot more on customer services.
"This is not just an on-line wait. It is a Marks and Spencer online wait..."
A bit unfair to single M&S out, perhaps. They are all lousy at it in my opinion.
Eventually I got sorted, but I do wonder why companies like M&S who seem to spend large amounts of money to make their stores as attractive as possible go on to give such uniformly grotty customer service. I don't know why they cannot understand that customer services is the online equivalent their storefronts with cracked unwashed shop fronts, behind which is a selection of dusty, faded, out of date stock. People's hearts sink at having to contact customer services from any company. We all know what's coming
Nobody wants to know why the call is being recorded. Nobody wants to be faced with a list of menu option questions. Nobody wants to be directed to the website. Nobody wants FAQ's answered at length. And despite the evident pride in the announcement of experiencing 'very heavy call levels' nobody wants that either. And I doubt if anyone is keen to listen to distorted repetitive pop music interspersed with messages telling you how important your call is to them.
What one wants is to talk to a human being, within at most 30 seconds, who can sort out your problem. It seems to me that given the steady movement from High street to online shopping, that companies need to realise that this involves less expense on shopfronts and a lot more on customer services.
"This is not just an on-line wait. It is a Marks and Spencer online wait..."
A bit unfair to single M&S out, perhaps. They are all lousy at it in my opinion.