Is that campaign still active? If it is, someone needs to tell these new COS's and Team Leads, because members are walking away angry over returns being denied. They act like the member is the enemy, trying to take advantage. As a member I'd be angry too if a television I bought two months ago stopped working. There were two memberships, that I know of, being refunded because of this issue within the last week.
7 replies (most recent on top)
Member must win. Why hassle them I hear it at out club it's 30 days or 90 days you need to use the warranty, just take it back. Unless mgnt tells you otherwise I believe most would take it back stop being the return police they pay for a membership they should feel like they want to spend more money in the club knowing if it braks or they don't like it it can be returned.
So how do you handle a situation where you know you have to punch out in 5 minutes but a member ask for help where you know it will take more than 5 minutes to help in that situation?
Do you risk getting points for clocking out late or do you apply " the member must win" mantra?
We could better serve the members if payroll didnt have to be cut each week. We run on a skeleton crew trying not to go over payroll. Very hard to do your job and the job of several people with no help. Just so it looks good staying under budget. 🙄
A research shows the member wii spend more money when a company has a generous return policy. And Sams loses no money whatsoever ever on HP computer products or mattresses.
Well if you hear the phone ring or a walkie call and don't answer it you are just as much at fault. Stop pointing fingers like you are in elementary school and help out. That is truly the only way we can improve member service.
If a member is returning an electronic item after 90 days they should read the board that the company has posted on those returns. Go through the manufacturer or buy the extended warranty. We become way to worried that members won't spend money with us, so we have become Lexi Daisy on returns to keep member members happy, that is ridiculous. If we're mimicking Walmart then why not use Walmart's return policy as well, no receipt no refund 90 days it goes on a gift card.
Why worry about the wait to do a return? We all know if we need to do a return expect to have a wait. That goes for any place.
If you are worried about their wait learn how to help with returns. Take them to a open register to help with the lines.
As for having a radio. Good luck finding one. Stop hiding them and take care of them after all we are all adults. Stop turning them off and start answering them. Stop taking up all air time. If it is not a quick question and answer locate that person a talk in person. There is too much cross talk.
Stop returning your Hitachi's dude
I also have a major problem with customer service. I hear several times a day when a member ask for help “I have to stay here. I can’t help you”. Well they have a radio or can pick up the phone. If we don’t have members we don’t have a job.