[Lilly]

Originally Posted by MITZY

I said to assistant "excuse me I think you have made a mistake my change is wrong" she replied "Oh I don't think so we are trained not to make mistakes"

How on earth can you be trained not to make mistakes? My God, we'd all sign up for that course wouldn't we?

This thread just goes to show how first impressions count for so much and the staff really are representatives of the company. I notice that after a bad experience we say, for example, 'Argos has very bad customer service.' This is after one experience in little old Accy. There are hundreds of Argos branches up and down the country yet they are judged on the behaviour of one person from one store.

After bad service we bad-mouth the company, not the person. I suppose it should be the other way round really but it isn't. If you are customer facing and don't give the expected level of service you damage the reputation of the whole company.