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Posted by: GMR Jul 15 2009, 01:29 PM

I was shopping in Tesco’s Northbrook Street store today when I saw a blind man and his dog enter (no, this is not leading to a joke) and make his way to the customer service department (fag area). He stood there patiently waiting to be served but the shop assistants totally ignored him (even though several glanced in his direction). When it was my turn to be served I said “Excuse me but I think this gentleman would like to be served”. The lady shop assistant turned to him and said, “Can help you?” “yes,” he replied, ”I would like to be taken to the sandwich section please.” She thought about it for a few seconds and then said, “What sort of sandwiches would you like?” He said, “Erm, I’ll know when somebody takes me and I can see what you’ve got on offer” (I presume the “see” was a figure of speech… just in case somebody humorously points out a fly in the ointment of that man’s statement). She then went to the speaker phone and called for assistance.

In the mean time I got served, went out and about 5 minutes later I went past the shop again and saw him still standing their patiently.

My point is that this man was given such appalling service. Aren’t staff trained to be alert and noticed people either in stress or in need of help? This is not the first time I’ve seen people waiting at the service desk while other customers have been served first.

As I started the Tesco’s theme I might as well go on; I was talking to a member of staff awhile back who told me that they need more staff there, because the staff they’ve got struggle as it is. They close down checkouts when there are queues because people want to go home or have their break. They won’t get more staff in because they are more geared to profits than customer satisfaction. As a regular customer to that branch I must concur with her assessment of that particular branch (at least I concur looking in from the outside).


I hope that my little rant has done some good for mankind and Tesco’s shoppers and that when I go back into the shop tomorrow I will notice an improvement… then again....

Posted by: TallDarkAndHandsome Jul 15 2009, 02:05 PM

Why did you not help the man your good self if you were so concerned?

Posted by: GMR Jul 15 2009, 02:41 PM

I did think about it but I was in a queue and he might have wanted other stuff and a member of staff might have been more helpful. However, I probably would have been more quicker Of course that wasn't the point of my rant; the point was the service.

Posted by: Rose8 Jul 15 2009, 03:22 PM

Tesco again eh !! Maybe he looked underage or maybe his guide dog that he had with him was underage

Tesco .......... useless !! Simples

Posted by: Biker1 Jul 15 2009, 03:24 PM

I'm afraid this is the type of (lack of) service we have become used to in this country.

Companies want to pay as little as possible to their front line staff so recruit those who will accept that.

I'm sure that good customer service cannot be the key point at the job interview.

Do these people receive any customer service training?

I could name several local retail outlets where poor customer service seems to be the norm, Tesco's being one of them, especially the petrol station.

This is not to mention McColl's in Bart. Street!!

A little politeness and civility costs nothing.

Posted by: Rose8 Jul 15 2009, 03:33 PM

YES !! Tesco petrol station. Its when you go in to pay and the staff are having a conversation when you walk in and they CONTINUE to do so, ignoring you standing there !! SO **** RUDE !! And these are normally 'more mature' people whom you would expect would have learnt some manners / customer service in their time, but NO !! My husband went in once, they did this to them, so he simply said PUMP 4 and slammed the cash down on the counter and walked out (basically being rude back again). Thats ok IF you have cash of course and if you dont want anything else. I now try to 'pay at pump'.

Posted by: Bill1 Jul 15 2009, 04:50 PM

I assume if the chap knew where the customer services area was that he was a regular otherwise he would have needed assistance just to find his way there.

Not that it should make any difference, he should have been assisted swiftly regardless.

Posted by: Strafin Jul 15 2009, 04:54 PM

I have two points to make, firstly it's Tesco's, not Harrods of course it's not going to be great, there's has to be a price to pay for the cheapness. Secondly I always take issue when people complain on other peoples behalf, how was the service you received? That's what you should focus on, as you don't know the other chap's full story.

Posted by: Biker1 Jul 15 2009, 06:05 PM

I repeat -
A little politeness and civility costs nothing.

Posted by: GMR Jul 15 2009, 06:39 PM

It is lucky he wasn't deaf as well otherwise it would be a never ending problem.

I agree Rose; most of the complaints on here are about Tesco's. I don't think I've read a complaint about another supermarket on here; however, if I am wrong somebody will correct me.

Posted by: GMR Jul 15 2009, 06:45 PM

I agree Biker, a bit of politeness doesn't hurt anyone.

Posted by: GMR Jul 15 2009, 06:47 PM

I did see him come in following his guide dog who led him to the service counter where he waited patiently.

Posted by: Iommi Jul 15 2009, 06:48 PM

Bill1 moaned about Sainsbury's tills a while back and someone said they didn't like Waitrose as they come across stuck up. Stores like Tesco are becoming like a 'Cash and Carry' and are ill equipped for anyone that is unable to 'fend' for themselves. When one is on circa £6.00 an hour, it is likely that these places won't always get the most motivated or, experienced of staff. Ironically, anyone with any real aptitude to good service usually either moves on or gets promoted from the shop floor anyway.

On the flip side, I know of and have seen 'customers' treating the sales assistants like dirt also.

Posted by: GMR Jul 15 2009, 06:49 PM

But I wasn't complaining on anybody's behalf other than mine. He might have been quite happy, I wasn't and as it riled me I thought I would put pen to paper (so to speak).

Posted by: GMR Jul 15 2009, 06:51 PM

I agree; there are two sides to every story. I've seen staff abused and in some cases I've stepped in.

No doubt you'll ask me how I stepped in I just said that there was no need to talk to that person like that; we are all human and they are on a minimum wage after all. Where I was told to **** off; in which I replied "like wise."

Posted by: Jobet Jul 15 2009, 11:47 PM

We go to Budgens,Wash Common regularly. Find all the staff here friendly and will help if needed. There is always plenty of room for parking and you don't get pushed and shoved about like in Sainsbury's or Tesco's

Posted by: Darren Jul 16 2009, 06:16 AM

I don't get pushed or shoved in any store.

I've had problems in Metro too. On a morning there was a huge queue as only one checkout was open. I mentioned this to the 'supervisor' and was met with "we only have one checkout operator in at the moment apart from me". I pointed out that perhaps she would be better employed taking money than chatting/shelf filling. Cue petulant sighs and stomping of feet. Queue waiting was cut in half too.


On the subject of queuing, has anyone used the 'new' twin queues at the pharmacy counter in Boots? There is a while-you-wait queue and drop-off/collect queue. All good in principle.

In practice, there is no queue management so staff have no idea who is next and unless you are vocal, the drop-off queue gets ignored as you are stood to one side and the queue usually shorter.

Posted by: JMH Jul 16 2009, 09:52 AM

It's not just Tesco's!

I always find the staff in Camp Hopsons are very reluctant to end their conversation in order to serve you.

J

Posted by: GMR Jul 16 2009, 09:57 AM

Talking about queues; years ago Tesco’s had a television campaign and a sign post campaign in stores saying “if checkouts are full ask and we will open one for you” or words to that affect. I did, so did many others and not long after that they took the signs down in the Newbury Metro. Talking to a member of staff shortly after it seemed so many customers demanded they opened a checkout that they had to take the signs down.

Posted by: GMR Jul 16 2009, 10:01 AM

On that particular subject; does anybody remembers Ottakers book shop on the bridge? The staff were so brilliant that they were happy to discuss literature with you. You just wanted to go back and purchase another book for the intelligent conversation. Now book shops are just interested in your money and then you can go. The staff in the book shops in Newbury look at you as if you are mental when you try to discuss a book.

Posted by: Darren Jul 16 2009, 11:19 AM

I have to disagree about Camp Hopsons. Always had attentive yet discrete service in there. Just the way it should be done.

As for Ottakers, they use to have a sign up "No food. No drink. No gum". Now it seems bookshops are merely coffee shops with a reading section.

Posted by: JMH Jul 16 2009, 11:39 AM

'Cough', how discrete does service need to be in Camps?

Perhaps I've been shopping in the wrong dept!

Posted by: Branston Pickle Jul 16 2009, 12:46 PM

Going back to Tesco's, is it just me, or are the self service check outs in there rubbish? The last time I used one it broke just after I'd finished scanning everything, and I then had to spend ages queuing at the normal tills.

Posted by: nicster09 Jul 16 2009, 12:57 PM

Sainsbury's are getting self service tills & getting rid of the basket tills, i don't know if they are in yet, i haven't work un till the weekend, they were supposed to be in about a month ago.

There will be 2 or 3 set of self service checkout, 1 set where the basket tills are currently, 2ND set in the middle & maybe a 3RD set at the far end.

Posted by: Andrea Jul 16 2009, 01:07 PM

The self service check outs are so fussy! And they can take more time than just going to a person. Although I prefer to use them when having to purchase more embarrassing items...

Posted by: Iommi Jul 16 2009, 01:13 PM

The thing I notice with self service, is it puts the pressure on the user. People will stare out you with incredulity while you struggle to get the machine to recognise a bar code. The best thing about Tesco are the self service fuel pumps.

Posted by: Bill1 Jul 16 2009, 01:15 PM

Eh?

We're talking Sainsburys not Anne Summers!

Posted by: Darren Jul 16 2009, 01:44 PM

I like the self-service checkouts.

I can do my paying much quicker and without the unwanted conversation. They have them in B&Q Reading too.

Hopefully they will have the handheld scanners too so you can scan as you shop.

Posted by: GMR Jul 16 2009, 01:46 PM

I now get my books from Amazon; they are a lot cheaper and they deliver to your door and there is no post and packing to pay.

Posted by: GMR Jul 16 2009, 01:47 PM

My daughter uses them but I won't; I prefer the personal touch.

Posted by: nicster09 Jul 16 2009, 01:47 PM

B&Q Newbury are having a few self service checkout installed soon.

I think soon checkouts will be a thing of the past in supermarkets, as so many places are having self scan installed, when's M&S installing self scan?

Posted by: GMR Jul 16 2009, 01:48 PM

They've got them in the Sainsbury's in Reading all ready.

Posted by: nicster09 Jul 16 2009, 01:50 PM

The only problem with self scan is the supermarket have to spend money on training staff how to use them, how to sort out problems etc...

reply to what Darren said, i think they should have the hand held scanners, where you scan the items then pay, the only problem with that is easier for people to steal things.

Posted by: GMR Jul 16 2009, 01:51 PM

They are good for thieves i was told.

Posted by: nicster09 Jul 16 2009, 01:55 PM

Yes, true.

one thing i hate about self scan is 'please place the item in the bagging area, unexpected item in the bagging area'

Posted by: GMR Jul 16 2009, 01:58 PM

Yes, and everybody looks at you.

Posted by: JMH Jul 17 2009, 08:12 AM

Yes, and how many times have you told the **** machine that you have placed the **** item in the bagging area!

I used to self scan (as you shop) many years ago in Safeway in another town. It was brilliant! I could not only price check items and keep a tally on how much I'd spent, but also your shopping got 'boxed up' (they issued boxes) as you shopped. None of this put it in the trolley then take it back out of the trolley to put on the conveyor belt, then put it in bags and back in the trolley.

Yes, it was open to a bit of thieving but random spot checks were carried out. Hard core thieves will always find a way anyhow.

Bring back self scanning!

Posted by: JeffG Jul 17 2009, 01:54 PM

Just go to Waitrose...

Posted by: GMR Jul 17 2009, 02:11 PM

Aren't they more expensive and too far away?

Posted by: JeffG Jul 17 2009, 05:55 PM

And isn't this a circular argument? (i.e discussed before among the Tesco trolleys and Sainsbury's car park)

Posted by: GMR Jul 17 2009, 06:14 PM

Posted by: nicster09 Jul 17 2009, 06:23 PM

Talking about Tesco trolleys, I've just come back from Tesco 'extra' and the state of the trolleys. it seems as though when it rains no one can be bothered to get out & collect the trolleys! Half way out into the road, the shelter by the entrance practically empty.

Posted by: Cupid Jul 17 2009, 07:07 PM

Tescos are a victim of there own success, today the wi-fi connection in store went down at the petrol filling station and in store, apparently damaged from the lightning?.... every day around 4 a clock Tescos do what they call 90% reductions on all sections (not non-food) however today the printer labelling device (PDA) would not transmit a signal to the printing device which is wireless, so they were unable to print a reduction barcode ticket, shop floor staff had to write reduction labels on a yellow mark down ticket by pen.

At the tills the scanning device was unable to read the ticket and the reduction had to be manually reduced by a section manager meaning the section managers in store had to step to help the till and trolley/back of house stood in to take over on shop floor.

So the trolley were neglected for a few hours.

Also they had a number of new/training staff on.