Wednesday 26 September 2012

Choice Cans Department Store Service

Consumer group, Choice, used mystery shoppers to test the customer service standards of some of Australia’s biggest department stores and the results weren’t pretty.

Claims of “better customer service than you can find online” have been made by the likes of Myer, David Jones, and Harvey Norman but they all suffer with customer service levels according to Choice.
Bunnings and Woolworths were in the best performers category, and JB HiFi and Bunnings were identified for quick assistance but other comments included –

                Dick Smith – “examples of poor customer management”.

                Target – “poor product knowledge”.

                David Jones – several examples of “poor customer service”.

 K-Mart was taken to task for staff shortages and Harvey Norman noted for poor customer engagement and inconsistent product knowledge. Some of the companies were identified for not accepting “change of mind” returns. Funny, we thought that was pretty standard in retailing.