Maybe PriceSmart didn’t want me at hello

Related Categories: Customer Service, Communication, PriceSmart,

Got a phone call from a customer service representative (CSR) from PriceSmart the other day. The conversation went along these lines…

CSR: Hello. I’m calling from PriceSmart, do you have a minute?

Me: Sure

CSR: Is your phone number still... (calls out my number)

Me: Yep, you’re calling it right now

CSR: Ok. Is your address still … (she calls out an address)

Me: And your reason for asking?

CSR: Well, it’s just to send out information on new arrivals, sales...

Me: You’re kidding me right? I am not giving my address to a complete stranger on the phone.

CSR: No problem, your PriceSmart card has expired, when will you be coming into to renew it?

Me: I’m not.

CSR: Oh, why?

Me: I've been really disappointed with the quality of your products for a while. It seems that every time we purchase a tool and/or appliance it breaks within two months. Last time we had trouble getting our money back.

CSR: Okay. Thank-you.

Maybe the CSR was just reading from a script but whose fault is that? Hers? PriceSmart’s? Who decided to give her nothing but a script? Who decided not to take the outbound service calls seriously? Who decided that it made sense to put up a wall instead of opening a door when faced with a complaint? Who decided that customer recovery isn’t a critical part of service?

I guess the short version is, why isn't the brand manager making those kinds of calls ?

"Here’s the thing PriceSmart should know each time one of their untrained CSRs picks up the phone for an outbound customer service call:

• Lack of attention to detail is irritating to customers (please stop asking what my number is when you are calling me on it)

• The best time to win a loyal customer is when that customer is unhappy.

This is not rocket science but it is so surprising how little attention is paid to these two facets of service.

Case in point...

When I said I didn’t want to renew my PriceSmart card there should have been a fast and happy way for that CSR to instantly upgrade my call to management who could have actually learned something from my disgruntlement, elevated the brand in my eyes and yes, maybe fix something systemic and do better.

My feedback should not have been met with a thank-you and a dead line. But then I figured maybe PriceSmart didn’t want me at hello.

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this is so true and calls like that always annoy me. what is the solution? i am the customer and i think as the CSR or manager your role is to satisfy and get as much information as possible from me not only to make me happy but to improve your product and services. Don't waste time asking questions you already know! and it also means that in their systems their was no record of your previous complaints which says alot to me!

# Posted By danna | 10/21/09 10:02 AM

I hope pricemart reads this and pays you for your valusble info. LOL at the calling you and then asking if it was still your number...reminds me of Harry Potter when Umbridge was questioning Snape...LOL If they call me and ask me that I will really answer in his tone "Obviously"

# Posted By Reinaldo Novoa Jr. | 10/21/09 10:54 AM

Truth be told we are not service driven...love this article it epitomizes the customer service of most businesses in Trinidad - poor,indifferent & unsatisfactory - probably Mango Media should offer to take on Price Mart as clients

# Posted By Miz-Krystal Williams | 10/22/09 8:22 AM

Ever tried to call PriceSmart? It's a waste of time waiting for them to answer the phone

# Posted By Maria C. Mohammed | 10/22/09 8:23 AM

I've never called but I can imagine. Who do you think has the best customer service in the country. I am talking large organisations here? Who do you think?

# Posted By Judette Coward Puglisi | 10/22/09 8:24 AM

That is funny.It is true,I am sure they are reading from a script.Customer service is poor in this country because these people are there not because they want to be but because it pays.Judette,I read u saying how much u love u job and what u do even when it started of in a room in your home and almost sure it was not paying much at the time..If the employers made these people(customer service reps)feel better about what they do,not the escape goats for their short comings maybe we may get better service.Consumers are sometimes taken for granted in this country.

# Posted By Meera Siewsankar-Thomas | 10/22/09 8:25 AM

In my experience, I think Scrip J is a great example of superb client service and they are one of the largest printers in T&T.

@Meera, I agree and it's all about the internal process of an organisation.

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Maybe PriceSmart didn’t want me at hello