While in line today at the Future Shop customer service counter in Cambridge, Ontario, the clerk wondered aloud “why she had a job”. Well I couldn’t agree with her more. I just spent 30 minutes in line and for 20 minutes of that time the customer service rep was on the telephone dealing with personal insurance for her vehicle. How do I know the call was about insurance? I overheard her provide details to the person on the other end such as: the vehicle is a Ford, it is only a four cylinder, the insurance should be in her name because she is older which makes it cheaper. There were several other details but I don’t remember those.
To be fair there were two people physically in line in front of me. One required that the Future Shop manager, Christopher LaCroix, get involved as it was complicated return. The other was a fairly straight forward return/purchase of a Satellite Radio system. While still in line Mr. LaCroix offered to help the person behind me. I pointed out that I was in line first only to be told that the lady in question had already been in line. Had I known they would hold my place I would have went and done some shopping and come back.
Is this store really the best Futurshop in the district?
Now that I brought it to Mr. LaCroix’s attention that I’ve been waiting for 20 minutes he decided the best course of action was to walk away. He did not offer to help even after the other person had been serviced and while the customer service rep was still on the phone. A fourth person was serviced before I was helped as he too was apparently in line before I was. I doubt this is how managers at Future Shop are trained to handle this kind of situation.
It was finally my turn to be dealt with and my my issue was dealt with speedily and efficiently. The customer service representative obviously knows what she is doing. I’m guessing today was not her first day in customer service.
In light of this experience I’m wondering when it became acceptable for a customer service clerk to take a personal phone call instead of or while helping the people that buy from the store? This store was very proud of being awarded best store in the district. They even hung banners above their entrance. Is this the kind of service that marks the best in district? Wow, I’d hate to see what it’s like to shop in the worst Future Shop in the district.
[UPDATE]
December 1, 2009
I just got off the phone with the district manager from Future Shop. He seemed genuinely interested in what I had to say and viewed it as a learning opportunity. He was embarrassed by the situation and wants to make it right. He indicated I’ll be hearing from the store manager soon.
