This lady came into my line and complained because they were out of sausage and the guy told her we had more but he didn't know when he was going to put it out. Well after I rung her up she found out he put out the sausage. She was so mad because he put it out right after she asked him about it. She asked me to watch her bags while she went to go get some. When she came back I asked her to describe the guy she was talking to so I could mention it to our manager. She pointed out our store manager! I told her about our survey just like I'm supposed to
That is awesome. Sometimes I love getting customer complaints and naming names so they can call and complain or do the survey and complain.
Our OSAT survey responses haven't been posted in about two weeks. At our store, that can either be a good thing or a bad thing. Do you guys also get those blue and white pieces of rectangle 'paper' where you put your name on it and give it to customers to encourage the survey use?
Do you guys also get those blue and white pieces of rectangle 'paper' where you put your name on it and give it to customers to encourage the survey use?
You mean the things you hand to people to tell them to do the survey for which they may not even receive the mandatory code at checkout? Nah, we got rid of them cuz we realized they were pointless.
We used to have those too. Our old management was very concerned about OSATS. Had us giving them out, giving us the talk about mentioning the survey. Posting the OSATS, highlighting names mentioned, announcing our overall rating on the intercom, etc.
But our new managers don't seem to care so much about OSATS. Like, at all. It's fantastic. Now we can actually just do customer service without trying to pimp out this wonderful third party statistical analysis framework and cram the survey down their throats.
Do you guys also get those blue and white pieces of rectangle 'paper' where you put your name on it and give it to customers to encourage the survey use?
We had a co-manager who ordered some and pushed their use. He's gone so I figure the last pad of them is all we'll ever see.
