Letter to Rhapsody...

Letter to Rhapsody…

            Before I get into the letter portion I’d like to give some backstory for those just discovering this blog.  About a month ago I began having issues w/Rhapsody and the issue still has not been resolved.  I have contacted BBB.org and Rhapsody replied, trying to site my “confusion” and stated that it was a compatibility issue. 

What started out as a simple compatibility issue has turned into a bait and switch issue, as well as an issue with the company’s customer service.  After Rhapsody’s reply to the BBB, I submitted a second complaint and told the BBB that the issue has not been resolved as Rhapsody would like them to believe.  I contacted Rhapsody a few days ago asking for a quick resolution to this issue, however they have yet to resolve the issue.  Needless to say, I am severely cheesed off!  And to keep me from E-Mailing the CEO of the company a nasty letter, I decided to use this space to vent. 

            Dear Rhapsody,

I’m not sure if you noticed, but your company’s customer service sucks!  There’s no saving grace, it’s just awful.  For one, your customer service representatives don’t take the time to actually listen to customers or read your customer’s full E-Mails.  If they did, they’d hear or read the actual question and issue.  Second, your customer service representatives don’t seem to feel the need to offer a sincere apology.  They seem to be fine with apologizing for the customer’s “confusion” or “misunderstanding” but not for the lousy service, or even for the fact that there is an issue with their product/service in the first place.  And finally, your customer service representatives don’t seem to want to assist the customers in finding a quick and easy resolution to any issues that a customer may have. 

If your company is looking for suggestions, I have a few.  First, test your customer service representatives on their reading comprehension and listening skills and make sure they have at least basic knowledge of the product their company is selling.  Second, yes there is room for human error, however not every issue a customer has with your product is not their fault; stop treating us as though it is.  Sincerely state “I’m very sorry for the issue you’re having with our product…”  What should succeed the apology would be your company’s customer service representative trying to resolve the issue.  Of course, if the representative cannot resolve the issue, they should willingly transfer the phone call or E-Mail to a supervisor.  Your company’s customer service representatives should respond to E-Mails within 24-48hrs. as other companies do, as to ensure a speedy resolution to any issue a customer may have. 

My other issue is with the supervisors in your customer service call centers.  They seem to be glorified representatives; they too refuse to listen to the issue at hand, evade questions and seem more unwilling to assist customers than the representatives themselves.  I attempted to lodge a complaint about the service I was receiving and the “supervisor” attempted to explain the compatibility issue…at that point the compatibility of my device and Rhapsody had become a moot point.  The “supervisor” did not seem to want to discuss the poor quality of customer service or answer any of my actual questions.  He finally told me that I’d be receiving a call from his “supervisor.”  The number the “supervisor” was calling from came up as “unknown” on my cell phone while I was a work.  When that happens, I let the call go to voicemail.  This happened 3 times and each time the “supervisor” did not leave a call back number, only his name and that he was calling from Rhapsody.  I have written 2-3 E-Mails telling your company to call between 10AM-1PM CST and that if they got my voicemail box to leave a message with a callback number.  Since then I have not received a call. 

In an attempt to resolve this issue more quickly, I contacted the BBB.  But, based on what your company had to say…that the issue was with compatibility and it had been resolved, the BBB considered the issue resolved.  Basically, your company openly lied to the BBB on both accounts; the issue was not of compatibility and the issue has yet to be resolved. 

I myself have worked in the customer service field for about 10yrs. now and over the years I have learned a few things, which I will share with you now.

1.)  Apologize to the customer about either your product/service/company’s mistake. 

2.)  Listen to the customer and let them explain their issue.  Sometimes you might have to ask a customer to repeat something, or clarify something…but as a customer we’d rather you do that then blame us and give us information which is either false or which we cannot use.

3.)  Don’t promise one thing and deliver another.

4.)  Bring something to the table…a refund, free item…just something to make up for what your company has/has not done.

5.)  If you can’t help the customer, transfer them/get them in touch with someone who can.

6.)  Be willing to assist your customers.

Initially the issue was compatibility, then it became bait and switch and now it’s an issue of the lack of customer service.  Part of what I am paying for is customer service and quick assistance with any issues I have with your product.  Why am I paying for something I haven’t been receiving?

Thank you.

Sincerely,

Shannon.

Fitting Room Attendants.

Does This Make Me Look…?

“Does this make me look fat?”  We’ve all said it, heard it said or have been asked this question.  Yes, this is why we gals often shop in packs.  Most fitting room mirrors don’t tell the truth, are angled to make us think the garment is a good buy, the florescent lighting makes the color look off…etc.  So, we need a second opinion.  We all want to look our best…we want the trendiest clothes to look on us, as they look on the mannequins, or at least in a flattering color.  Unfortunately sometimes we go to a store on a whim, without our herd of gal pals and instead of figuring out whether or not the garment is right for us, we just buy it or not. 

This is where having a fitting room attendant comes in handy.  Think about it ladies, a person standing outside the fitting rooms…often behind a counter or folding table who can assist you in deciding whether or not that dress is right for you, or if tangerine is your color!  Or here’s another more predictable scenario: You found a skirt that you absolutely love!  It’s perfect to wear anywhere, from the office to girls night out and it’s not hugely expensive either.  It sounds like a good deal, so you grab the size you would regularly grab and head into the fitting room.  You try the skirt on, but it’s too big around the waist.  You have to get your jeans back on, put your socks and shoes back on and go back through the store to sift through the rack of perfect skirts to find a size smaller.  That sounds like a hassle to me!  Yes, it is a hassle and I don’t know about you, but it happens to me all the time.  We as customers shouldn’t have to go through all that just to make a purchase and if you’re like me, you don’t.  Most likely, if you’re like me you leave the skirt in the dressing room and say “screw it.”  I normally figure that I can find a similar skirt elsewhere. 

Another scenario for you managers, CSMs and especially LP managers out there: Someone grabs a bunch of merchandise, heads into the fitting room…this person shoves some merchandise into their handbag, or other shopping bag and maybe decides to wear some merchandise out. 

Now, those trained in LP will know what they can/cannot do in this situation and hopefully you LP people are cringing right now.  Yup, the store just suffered a major loss; a HIGHLY preventable loss.  Now, yes you’re going to argue that as the person stealing the merchandise walks out, the security system will go off.  Not necessarily, those security systems can be bunked if they are not properly maintained, if the customer has certain electronic devices in their hand bag, if a tag has perhaps been left on, the person stealing could exit in a large group and perhaps a security tag was left on in another shopping bag.  Those security systems aren’t 100% accurate. 

One way to provide better customer service, keep customers in your store and to cut down on LP is having a fitting room attendant. 

1.)  Fitting room attendant can assist the customer by getting merchandise for the customer, instead of having the customer do the job of the sales associates. 

2.)  Fitting room attendants can count the amount of items that each customer has going into the fitting room and see to it that it is the same amount when the customer comes out.

3.)  The attendant can help get sales up…”You know what would look really great with that skirt?  These new tops we got in.”  Or they could recommend a pair of shoes and other accessories.  “And what would totally make that outfit would be this great belt!” 

4.)  Fitting room attendants can ask the customer questions and figure out what a customer is looking for.  “Where do you plan on wearing this skirt?  To the office.  Great!”  “To the club?  I think we have something that would be better suited for the club and make you look amazing!”  An attendant can assist the customer in finding the right clothes/accessories for the right time, place and occasion. 

5.)  “Does this make me look fat?”  The dreaded question.  But there is a tactful answer.  “The cut/style really doesn’t fit your body type.  But we have a skirt that would be perfect for you.”  Or “As wonderful a color as tangerine is, I think we have something better that will match your skin tone better.”

Say your store just had a MAJOR sale…the merchandise is picked over and it’s disorganized.  Have the fitting room attendant grab the folding board or the price gun and have them get to work. 

Having a fitting room attendant can help drive sales and cut down on LP.  Trust me, I’ve worked as one with high sales for about 2yrs.  I prefer to shop in stores that have fitting room attendants, because generally those stores have better service.  Fitting room attendants can also help keep fitting rooms neat and ready tried on merchandise left behind to go back onto the floor.  

Greetings...

In Store Greeting…

As this is a blog dedicated to customer service, though mainly informing customers/potential customers about the quality of service given by certain companies I think it is important to let readers know some inside information.  I’m not talking about stocks, or product info.  I’m talking about what we in the service industry learn during training and what we are supposed to do on a daily basis.  You as the consumer should know the ins and outs of customer service, that way if the sales associate isn’t doing their job you can tell management…for every one minimum wage retail job there are countless unemployed folks who would love that job and the company would probably prefer to keep you as a customer by having someone who will do their job than someone who doesn’t.  Plus often times the manager may not even know what’s going on at the front of the store, they’re normally in the backroom working on schedules and other corporate paper work.  Sometimes associates just need to hear that they’re not doing a satisfactory job.  Which is why today’s blog is all about greeting/greeters; those people who stand at the front of the store, smile and welcome you in. 

When I was working for Guess Factory Outlet in Folsom California, I was taught that as a greeter you greet customers…each and every customer within 5-7 seconds of them entering the door.  Normally, if you’re alert you can greet customers more quickly and as they’re walking into the store.  The quick greeting lets customers know that…

1.)  They’re welcome into the store.

2.)  Sets the mood/atmosphere for the store and the customer’s shopping experience.

3.)  Let’s potential thieves know that they are being noticed and watched…yes, greeting helps to cut down on loss.

4.)  Helps to keep track of any shady folks entering the store and can help get information of shady goings on to management more quickly.

All in all, greeting is a lot more important than customers think, and even more important that most associates believe. 

More often than not these days, you’ll see a sales associate at the front of the store folding merchandise/neatening things up.  Yes, they are supposed to be multi-tasking…hey when things get slow in the retail industry managers have to give a certain amount of associates something to do, because you can’t just send everyone home in case the store suddenly gets busy.  So, that person in the front of the store, folding merchandise is also supposed to be greeting you as you walk in.  Unfortunately, more often than not, that associate will become too engrossed with folding the merchandise and not greet customers. 

Not only is that person at the front of the store supposed to greet you, but also other associates throughout the store.  They’re supposed to say a friendly “Hey, how’s it going.  Finding everything alright?”  Again, because business for brick and mortar stores is generally down there aren’t as many associates in stores these days and managers need to give busy work to the associates who are in the store, so the associates often forget that greeting and assisting customers is part of their job.  They, like the associate at the front of the store become engrossed in cleaning, restocking merchandise, folding…etc. that they don’t speak to customers and figure that if a customer needs anything then the customer will approach them. 

I don’t know about you, but I’d prefer to be greeted and told that someone’s there to assist me.  I was taught that the store is like my home, corny I know…but to some extent it is true.  During the day, the store is basically your home and you want to be aware of who comes into your home and let them know that you are aware of them.  Greeting customers is the best way to keep customers in your store and let them know that they’re walking into a friendly and helpful atmosphere. 

Rhapsody Blues...

Many of you know about the music streaming site known as Rhapsody. 

For around $10 a month listening to unlimited music sounds like a sweet deal!  They used to claim that customers could listen to music on their IPods…even now they make that claim, which is why I signed up about a year and a half ago.  Unfortunately the company denies making any such claim in their advertisements and refuse to follow up on such claims.

With that said I give Rhapsody a grade of an “F.”

I contacted Rhapsody customer service a little over a week ago first via their online chat support.  It didn’t take too long to get in touch with the chat support representative, which at first made me happy.  Let’s face it no one likes being on hold for too long, whether it’s over the phone or not.  So, the chat support rep. asked me what I was trying to do and told me that I could get the app. In the app store, which I had already done.  I explained to the representative that the app. Just wasn’t working and he told me that I could use Rhapsody on my computer.  I already knew that and that’s not what I was asking about and that’s not what I wanted to do…I wanted to take the music I have on Rhapsody with me while I sat outside.  The representative then asked me for system information and I asked him to clarify what he meant; the generation of IPod Touch I was trying to use.  I have the first generation, which to me is an MP3 player and which on their commercials is said to be compatible…they use just the term IPod, which could be viewed as any IPod (Nano, Shuffle…etc.)  The representative replied, telling me that my IPod is not compatible and stated that I could use another MP3 player that was compatible. 

1.)  I was asking not about another device or my computer.

2.)  No apology what so ever.

3.)  Kept trying to explain compatibility.

I tried to tell the representative that I understood compatibility.  I then asked the representative why I had been paying for a service I cannot use and why their company had led me to believe that I could use my current device. 

Being that the chat representative was of no help, I contacted the company via E-Mail.  I asked them why I had been led to believe that I could use my current device when in actuality I cannot.  They sent me back an E-Mail explaining compatibility…not what I asked, so I sent another E-Mail back trying to clarify what I was asking and again received an E-Mail explaining compatibility.  After sending out a third E-Mail asking the same thing, clarifying that I was not asking about compatibility and that I was asking why I had been led to believe by their commercials and other ads. that I would be able to use my current device.  They responded that my device was not compatible and that they were moving me a “tier 2 representative.” 

Okay, fine just as long as I get an answer to my question.  “Why did your advertisements and the fact that I can access the app. lead me to believe that my device was compatible?  Why am I paying for something I now find out I cannot use?”  Again they responded by explaining compatibility.  I tried to clarify and simplify what I was asking one last time and over the weekend tried calling their customer support line to speak with a supervisor.  I was on hold for about 10 min. before getting a supervisor.  I kept trying to lodge a formal complaint about the customer service and what I was led to believe and again asked my question while he kept trying to explain compatibility. 

Here we have either a comprehension problem and/or a lack of product knowledge problem.  I kept having to tell the “supervisor” that compatibility wasn’t the issue.  Obviously their company is too busy to bother with listening and have difficulty in reading comprehension.  In all this I only received an apology from the chat rep. The E-Mail reps. didn’t apologize, nor did the supervisor.  The supervisor did however try to lay the blame on me.

“If you look carefully at the commercial…”

“The commercial says IPod and even shows an IPod Touch.”

“Use another device…”

“I don’t have another device.”

“You need to look more carefully at the commercial.  It states in fine print…”

Here I had to control myself and not say “Really, so I’m supposed to pause the commercial sans DVR and buy a magnifying glass to sit and read the fine print on your commercial?”

You NEVER try and place the blame on a customer.  After the “supervisor” typed on his computer for about 10 mins. he took down my number and told me that his supervisor would call me Sunday (yesterday), which did happen…I didn’t recognize the number and let it go to voicemail.  All the guy said was this is so and so from Rhapsody and hung up.  No call back number or anything.

So, the reason I am giving Rhapsody an “F” are:

1.)  No actual apology.

2.)  Placing blame with customer.

3.)  No comprehension of actual issue.

4.)  No listening skills.

5.)  Taking too long to resolve the issue.

6.)  Unwilling to/refusal to assist the customer.  i.e. answer question/issue at hand.

I have contacted the Better Business Bureau about their poor quality of customer service and have been looking into other, similar sites to Rhapsody.  But I do not recommend Rhapsody to anyone who wants even average customer service.