Viewing 8 posts - 301 through 308 (of 308 total)
  • Author
    Posts
  • #1147343
    Avatar
    whynot
    Participant
    Joined: 09 Feb 2006
    Location: 24 Dordogne
    Total posts: 1997

    On the subject of customer service, I feel I have to tell of my very good experience buying two smart tv’s recently from Boulanger in Perigueux.

    I had planned on buying at Darty on-line but wanted to see them in the flesh so to speak. I went to Darty first and they did have the more expensive model I wanted for a small discount but only for the ex display and it was full price for a new one and the second one with no discount which of course is normal.

    I left there thinking I will just buy it on-line. But after some more shopping I popped in Boulanger with absolutely no interest in buying but I ended up buying them there. They did offer me a discount on the two tv’s that was better than any price I had seen on the internet. The delivery was when they said by two delivery men that took a lot of time and care in setting up the tv’s on two Uk Humax receivers. All in English!

    Unfortunately the largest tv doesn’t get wifi so I called customer services the main number for Boulanger the next day and within five minutes a girl I had dealt with along with the salesman called me from the store and she arranged for someone to come out two days later to have a look. I am an hour away.

    The service man/ installer arrived and was very helpful and was here for about an hour with some good info and moving the tv near the router to show that it worked. :oops: In the end it is the distance from the router not the tv so he showed me on my laptop exactly what we need to connect to it to receive wifi.

    Excellent customer service in my opinion and in my case more like holding my hand!


    #1147344
    Avatar
    exuserc2
    Participant
    Joined: 11 Feb 2012
    Location: West Sussex and 17.
    Total posts: 3561

    @whynot wrote:

    On the subject of customer service, I feel I have to tell of my very good experience buying two smart tv’s recently from Boulanger in Perigueux.

    I had planned on buying at Darty on-line but wanted to see them in the flesh so to speak. I went to Darty first and they did have the more expensive model I wanted for a small discount but only for the ex display and it was full price for a new one and the second one with no discount which of course is normal.

    I left there thinking I will just buy it on-line. But after some more shopping I popped in Boulanger with absolutely no interest in buying but I ended up buying them there. They did offer me a discount on the two tv’s that was better than any price I had seen on the internet. The delivery was when they said by two delivery men that took a lot of time and care in setting up the tv’s on two Uk Humax receivers. All in English!

    Unfortunately the largest tv doesn’t get wifi so I called customer services the main number for Boulanger the next day and within five minutes a girl I had dealt with along with the salesman called me from the store and she arranged for someone to come out two days later to have a look. I am an hour away.

    The service man/ installer arrived and was very helpful and was here for about an hour with some good info and moving the tv near the router to show that it worked. :oops: In the end it is the distance from the router not the tv so he showed me on my laptop exactly what we need to connect to it to receive wifi.

    Excellent customer service in my opinion and in my case more like holding my hand!

    Whynot, I’m by no means decrying the experience you have received but in truth you received what should be expected as a norm in terms of customer service and would have been commonplace 40 years ago. As we have all now set out sights far lower due to such poor customer service often received, anything approaching a normal civilised polite service is deemed as excellent whereas it should be the norm. It’s an unfortunate phenomena of the general attitudes across many industries and services in todays market place.


    #1147345
    Avatar
    whynot
    Participant
    Joined: 09 Feb 2006
    Location: 24 Dordogne
    Total posts: 1997

    Offroad, I agree because I have experienced terrible or no customer service at all many times here in France. I guess that’s why I was so surprised to have received the above. But I will definitely be going back if I ever need anything in the future!


    #1147346
    Avatar
    jono1
    Participant
    Joined: 20 May 2009
    Location: Dordogne 24600
    Total posts: 488

    The main factor reflecting customer service is the way staff are treated by management. If the management is not supportive and training inadequate the staff will take it out on the customers. Also staff in a sales environment need to be remunerated in a way which reflects their performance. This is rarely the case in France. When I was working in a marketing firm in Bordeaux, the tele- sales staff had no idea what success rate they were having in cold calling customers. When I raised in with management I was told they did’nt need to know, all they needed was to log the calls made each day and keep to a script!. This culture went right through the organisation, and this firm were paid huge fees by clients to advise and implement corporate sales strategies in the retail trade.
    I think it’s called ‘mushroom management’!
    There are some good ones though. Leroy Merlin Perigueux have brilliant staff, always a smile and nothing too much trouble.


    #1147347
    Avatar
    exuserc2
    Participant
    Joined: 11 Feb 2012
    Location: West Sussex and 17.
    Total posts: 3561

    @whynot wrote:

    Offroad, I agree because I have experienced terrible or no customer service at all many times here in France. I guess that’s why I was so surprised to have received the above. But I will definitely be going back if I ever need anything in the future!

    I agree with you whynot. If one receives an acceptable service one tends to patronise the company supplying a good service other than risk the alternatives. The situation of poor customer service is by no means unique to France. I have experienced much the same in the UK but it is often easier there to complain and sort out the discrepencies with a senior person whereas in France often no-one wants to know even at the top of the chain of command.


    #1147348
    Avatar
    sprogster
    Participant
    Joined: 04 Dec 2007
    Location: C.I & Var
    Total posts: 1062

    Dare I say because it is nigh on impossible to fire staff in France, employees know that their job is not at risk if they treat customers badly.


    #1147349
    Avatar
    exuserc2
    Participant
    Joined: 11 Feb 2012
    Location: West Sussex and 17.
    Total posts: 3561

    @jono1 wrote:

    The main factor reflecting customer service is the way staff are treated by management. If the management is not supportive and training inadequate the staff will take it out on the customers. Also staff in a sales environment need to be remunerated in a way which reflects their performance. This is rarely the case in France. When I was working in a marketing firm in Bordeaux, the tele- sales staff had no idea what success rate they were having in cold calling customers. When I raised in with management I was told they did’nt need to know, all they needed was to log the calls made each day and keep to a script!. This culture went right through the organisation, and this firm were paid huge fees by clients to advise and implement corporate sales strategies in the retail trade.
    I think it’s called ‘mushroom management’!
    There are some good ones though. Leroy Merlin Perigueux have brilliant staff, always a smile and nothing too much trouble.

    Jono, you’ve hit the nail on the head. When I worked in France in a senior projects role 30 years ago everyone had their specific role and no-one thought or behaved laterally because it was someone elses job. If one thought ‘outside the box’ one was quickly shot down and put in their place. It is a cultural job protection aspect or it appears so. The only time I was expected to use initiative was when dealing with the British contractors or the American clients as they wanted me to use my fluent English and American/English contracts knowledge. Apart from these events and situations everyone stuck rigidly to their given role. One often hears from people in line management in France that they must consult their ‘responsible’ and not empowered to take a decision and I believe this will remain as such for years to come. Some larger retail companies are improving and their staff are more ‘user’ friendly and use their initiative but that seems slow progress in the overall scheme of things. Whether it’s an insurance premium or claim to a broken strimmer under warranty one always seems to end up out of pocket and waiting for weeks getting a repair or replacement which is totally unreasonable. There seems a big problem here in France with consumer rights and protection which is why I often buy significant goods abroad.


    #1147350
    goretti
    goretti
    Participant
    Joined: 16 Sep 2010
    Location: North County Dublin, Ireland
    Total posts: 2553

    @bentley wrote:

    And as I think you are wrong I will start another thread to find out and leave this one to those who seem to have difficulty whenever they go shopping.

    :lol::lol::lol:


French Life & Living
Viewing 8 posts - 301 through 308 (of 308 total)

You cannot reply to this topic.