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  • #771280
    mysty2
    mysty2
    Participant
    Joined: 29 Jul 2012
    Location: N/A
    Total posts: 9603

    So you have been given the job of having a good look at customer service in France, and asked for your recomendation on whether its the best in Europe?, or could it do with a bit of change. What do you think it needs?, or is it good enough as it is. Many years ago we bought what I think was a walkman but cannot say for certain, but it was the one you would stick a tape cassete in. For our younger members who do not know what that is, its like a cd disk :D anyway on the way from the supermarket to the car the said tape was put into the walkman and it chewed it up. We took it back in and said give us our money back. They did for the walkman but not for the tape. :roll: my French was too bad to argue but I thought they should have given us our money back as both had just been bought.


    #1147044
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    exuserc2
    Participant
    Joined: 11 Feb 2012
    Location: West Sussex and 17.
    Total posts: 3561

    @mysty2 wrote:

    So you have been given the job of having a good look at customer service in France, and asked for your recomendation on whether its the best in Europe?, or could it do with a bit of change. What do you think it needs?, or is it good enough as it is. Many years ago we bought what I think was a walkman but cannot say for certain, but it was the one you would stick a tape cassete in. For our younger members who do not know what that is, its like a cd disk :D anyway on the way from the supermarket to the car the said tape was put into the walkman and it chewed it up. We took it back in and said give us our money back. They did for the walkman but not for the tape. :roll: my French was too bad to argue but I thought they should have given us our money back as both had just been bought.

    Cut ya losses – buy an MP3/4 like a Nano, they’re cheap and don’t eat tapes – just kid’s brains. :shock: ………………………..Tapes – what are they :?: I’m too young to know about tapes. :wink::lol:


    #1147045
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    exuserc2
    Participant
    Joined: 11 Feb 2012
    Location: West Sussex and 17.
    Total posts: 3561

    “France and customer service”

    Is that rhetorical? What customer service :lol:


    #1147046
    beegee
    beegee
    Participant
    Joined: 26 Sep 2010
    Location: 16
    Total posts: 1532

    I think some people have problems because they are used to the M & S system.
    I seldom have any problems with customer service in France but I do approach the staff without aggression and in my best French.
    The standard Brit approach of shouting in English never has worked.


    BeeGee

    #1147047
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    wafty
    Joined: 11 Dec 2011
    Location: 06
    Total posts: 2704

    @Offroad wrote:

    “France and customer service”

    Is that rhetorical? What customer service :lol:

    Oxymoron


    Waiting, waiting..............

    #1147048
    cardi
    cardi
    Participant
    Joined: 16 Feb 2007
    Location: West Wales, Villefagnan 16 and Niteroi, RJ.
    Total posts: 1846

    @Wafty wrote:

    @Offroad wrote:

    “France and customer service”

    Is that rhetorical? What customer service :lol:

    Oxymoron

    =D> =D>


    Criminals are never very amusing. It's because they're failures. Those who make real money aren't counted as criminals. This is a class distinction, not an ethical problem. Orson Welles

    #1147049
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    zarathustra
    Member
    Joined: 11 Mar 2008
    Location: Limousin
    Total posts: 487

    I can think of many instances where customer service has been diabolical and the vendors have total disregard for their customers until you shove consumer legislation under their nose and they become more co-operative. I have also found examples of excellent customer service.

    Just two days ago I accidentally ordered 5 reams of quality paper online, thinking it plain, but ended up with the gridded stuff. I rang up, explained that their website didn’t make it explicit which reference number referred to what type of paper, and could I replace it for the plain paper? They were very sympathetic, agreed that the page on the website was ambiguous and said they would replace. Later they called me back and told me to keep the 40 euros worth of paper and they will be sending me 5 more reams of the plain stuff!


    #1147050
    Spotty
    Spotty
    Participant
    Joined: 02 Mar 2009
    Location: Spottyville sur Hoegaarden & 85 because the UK is a dump !
    Total posts: 5829

    I’ve never had any trouble over here. Maybe it’s an attitude thing !

    Spotty


    Je suis Spotty - FSM, he boiled for our sins !

    #1147051
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    golfbunny
    Participant
    Joined: 18 Mar 2013
    Location: N/A
    Total posts: 68

    Great subject dear to my heart! ‘Generally’… I find the standard of customer service in France to be fairly appalling:

    Sales / product knowledge is VERY basic.
    Supermarkets – NO packing service, NO free carrier bags, most items get CHUCKED down the conveyor belt at top speed.
    Very little (normally no) smiling, singing, humming, whistling – lots of folded arms, short hair and severe specs (on women!).
    Incoming phone calls are ALWAYS more important than the person standing in front of you.
    Use of customer name very rare.
    Non-response to emails – in fact non-response to anything without an ‘accusé de réception’.
    Difficult to escalate an issue to supervisor / manager level.
    Staff couldn’t care less if you walk away – they’ve got a job for life anyway – very difficult to fire.
    Customer is not King – the employees are much more important.

    In fact really GOOD customer service in France stands out a mile – because it’s SO unusual and simply not the norm.

    I think it’s simply a cultural thing – miles away from Anglo-Saxon attitudes and expectations.


    #1147052
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    roadrat
    Participant
    Joined: 28 Oct 2005
    Location: N/A
    Total posts: 3683

    While some may not have had a problem, as we know really stand out good customer service in France is very rare. That’s indisputable I think.

    So to give credit where it’s due;

    The customer service that I receive from Geodis/calberstan (France Express) is absolutely second to none. They had some teething problems when they took over SERNAM with the staff from there (who were the Devils spawn) but a year later things are excellent.

    All the staff are helpful and friendly (with the exception of a couple of ‘old hand’ drivers) and basically they bend over backwards to be the best. =D> =D> =D> =D>

    And then there is ‘La Poste’, what a contrast. Although again my local post office and postie are fantastic. But beyond that level, it’s the worst of French service to the core.


    #1147053
    goretti
    goretti
    Participant
    Joined: 16 Sep 2010
    Location: North County Dublin, Ireland
    Total posts: 2553

    @golfbunny wrote:

    Great subject dear to my heart! ‘Generally’… I find the standard of customer service in France to be fairly appalling:

    Sales / product knowledge is VERY basic.
    Supermarkets – NO packing service, NO free carrier bags, most items get CHUCKED down the conveyor belt at top speed.
    Very little (normally no) smiling, singing, humming, whistling – lots of folded arms, short hair and severe specs (on women!).
    Incoming phone calls are ALWAYS more important than the person standing in front of you.
    Use of customer name very rare.
    Non-response to emails – in fact non-response to anything without an ‘accusé de réception’.
    Difficult to escalate an issue to supervisor / manager level.
    Staff couldn’t care less if you walk away – they’ve got a job for life anyway – very difficult to fire.
    Customer is not King – the employees are much more important.

    In fact really GOOD customer service in France stands out a mile – because it’s SO unusual and simply not the norm.

    I think it’s simply a cultural thing – miles away from Anglo-Saxon attitudes and expectations.

    LOL … I thought I had just entered a forum about Ireland there for one moment ! #-o And particularly, Dublin OMG
    But add to all that the amount of staff who do not speak English fluently, and any attempt to elicit information results in a monotonous, irritating, high-pitched “wot”… “I don’t understand”, and “wot” again. It’s at a point now where some “assistants” simply do not bother to listen even .. it’s much more interesting and easy for them to make you aware that they are not from Ireland, but another country where English is NOT spoken.

    G


    #1147054
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    halfpint
    Participant
    Joined: 21 Oct 2010
    Location: Auvergne
    Total posts: 1244

    I agree with golf bunny whole heartedly. When you do get goodservice its breathtaking but its far from the norm. Top of my list for bad service is Mr Bricolage, boy I hate that place but its the nearest bricolage to me.
    Being a chambre d’hote proprietaire I make it my business to be welcoming, smiling and helpfull. Last year someone said in their ‘avis’ on a website that ‘the proprietaire is always smiling’, however the way it was put it sounded like a complaint! It did make me laugh!


    #1147055
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    jbc
    Participant
    Joined: 23 Oct 2007
    Location: Essex & Herault.
    Total posts: 1731

    My local M.Bricolage gave excellent customer service-over and above what i would have expected in the UK.


    #1147056
    goretti
    goretti
    Participant
    Joined: 16 Sep 2010
    Location: North County Dublin, Ireland
    Total posts: 2553

    LOL … I think I must make my comments clear … I find customer service in France excellent, everywhere … always … and my comments about bad customer service are, sadly, for Dublin. :cry: But my apologies for the digression.

    G


    #1147057
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    halfpint
    Participant
    Joined: 21 Oct 2010
    Location: Auvergne
    Total posts: 1244

    Goretti , this puzzles me. I count the cashier on the cash desk as customer service and apart from the ‘bonjour’ issued without expression, in the many years i’ve lived here , I have yet to have a cheerfull chatty comment from them, let alone a brief conversation, and I do speak french and I do try to be a good customer but it makes no difference. At my local Leclerc I have to go to the reception desk to get a print out facture for my business, they know me well but never have they said ‘Bonjour Madame, ca va aujourdhui or anything like it!


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