Thread: Having an interesting thought

Shane, may I suggest you give the WA version of Fair Trading a look.

Try Small Business and here.

Hope it helps and that your programs end up being Australia wide!

I think you have to associate yourself with a RTO (Registered Training Organisation), who should also be able to help you with the enormous amount of paperwork you'll probably have to do. Local Dept. of Ed should be able to help if you can wake someone up.

Originally Posted by Wild Dingo

... how to service a customer
Cheers

Would that be in the agricultural sense?

Originally Posted by AlexS

I think you have to associate yourself with a RTO (Registered Training Organisation), who should also be able to help you with the enormous amount of paperwork you'll probably have to do. Local Dept. of Ed should be able to help if you can wake someone up.


Would that be in the agricultural sense?

Craig
By the sounds of Dingo's experiences with the orange mob, they are already servicing customers in the agricultural sense of the word

Thanks fellas
Well although the Orange mob have initiated these thoughts its more that since they did what they did Ive been watching looking and seeing very similar shyte customer service across the board in business certainly in the area of retail customer service

Just seems that staff dont give a flying rats about the customer who keeps the business they work for in business by way of sales return sales and refered sales now weather or not thats endemic across industry or just in the retail service sector Im not sure and more watching looking and seeing is needed to prove or disprove that theory, although I believe its more endemic than we suppose.

However having said that from a strictly retail sector aspect its obvious even to blind deaf and dumb freddy that there is a lack of training at both staff and management levels if any at all

Example... one of my daughters started work in a lighting place here in Bunbury 6 months ago having never worked in the retail sector previously, yet with no training she is now considered a "lighting consultant"... while not knocking my daughter who I know does the best for the customer and likes to treat them as she expects to be treated... without any form of training on the job or external how can she be considered a "lighting consultant" perhaps a salesperson but a consultant implies intrinsic specific knowledge of the subject... this she does not have.

Example... A job in Kalgoorlie workin at a service station... I am severely colorblind... so Im given the job of servicing customers through the night... my training consisted of a walk round of the service station bousers and main customer service area and that was it... I came back to start at 7.30pm expecting someone to show me the ropes I had told them Id never worked in a servo before... so the person who was on just tilled up and left... poof gone in 10 minutes... I took my first look at the tills... EVERY friggin button was color coded!! Now I also wear glasses cant read for shyte anything smaller than 12pt so the tills buttons are small arent they! and the writting for me is impossible to read EVEN with my glasses on... but who to call? Carry on regardless? mmmm interesting evening to be sure first I cant tell what color any of the buttons are second I cant read any of the words on the till third I had no training to fall back on and no staff member to call
Everything was okay for awhile till the rush came on at 6pm when the miners began coming and going from shifts... I WAS UPTA CREEK WITHOUT A BLOODY PADDLE!!... I sold 100ltrs of Deisel for 100ltrs of ULP... I then sold 50lits of ULP for 2 bags of ice!!! I rang the boss "is it an emergency whats happened" I told them "Dont ring me at home unless its an emergency" Now with training like that its not a wonder my till was several hundred out for the night!!... In the morning when the boss came as I was tilling up and it was found that I was way down on my till of course it was my fault... even though I had had no training had informed them of my severe color blindness and hadnt seen the tills till the moment I started work... I quit the next day! IF training had been given IF I as a prospective employee had been listened to regarding my eyesight issues IF I had been shown the till and been offered training in using them PERHAPS it would have been okay... but there was no training.

When attending a store be it a large retail store, who gives the best customer service? is it the big retail store with the flash smiling many faces of their staff with every item beautifully displayed? the take away with flash lighting and subtle music the young teen "assistant manager" or even "manager"? How can a teen or just out of teens young person be considered a "manager" or even an "assistant manager"? perhaps a "trainee manager" is more appropriate but the training in human relationships and basic people skills which impacts on directly on customer service is not there. Quite simply many managers assistant managers consultants and service staff have no idea how to relate on a personal level with customers they have very little by way of human realtionships to relate to to use as a basis to begin, they have little people skills across spectrums of society to enable them to be able to know how to treat those people from another spectrum to themselves and finally they have no customer service skills or training... and thus why we are seeing a rise in the number of phiss poor staff in particular the retail sector.

If we could train these young people to be able to aknowledge peoples differences and be able to adapt and use basic people skills then with training in the specific retail sector they would make fantastic customer service staff... however business does not do this... instead they take young people with no experience or basic people skills but with perhaps a nice happy disposition and good looks and put them out there... with the most rudimentary of training "heres the toasters heres the tvs heres the kettles and heres the stove now any probs send the customer to so and so" thats it... oh and they give them basic training on the computerised till... however they dont train them in basic math ergo when the system crashes or when the power outs the poor kids standing their with a $1000 order and no bloody idea of how much change to give!

That one goes across the board... Woolies Coles Target wherever few of the young checkout chicks or guys can do basic math so your left standing there waiting if the power outs... instead of the kid being able to work out how much and taking your money so you can be off they make you wait... cause heaven forbid if they have to use their brains!! Not their job

Not knocking the kids hell theyre working! good thing for them... but customer service is the basis of all retail sales business... sales by the person at the till which in turn flows onto the bottom line - business income - shareholders income - all happy

So training in basic customer service, human relationships, people skills would go a hell of a long way to raising the level of customer return business which in turn will raise the bottom line ala income

ahem off the old soapbox Shane!!

Okay I will give those links a go... thanks mate!

Hi Shane,

Maybe you need to invite the senior and middle management (if such layering exists) from the Orange mob up to your Humpy-Whatsit for a long week end. Have Dingo and his mate teach them customer service - with a smile:eek: :eek:

Cheers!

Shane,
my, my you have some grand ideas. Would be great if only the companies will fork out some dough to train their people.
Les

oh now Les mate thats one of my more mediocre ideas! seriously you should have been there when I had one of my good ones!!

Yeah I guess setting it up would be the easy part gettin the mongrels to part with their $$$ is the hard part... so now this is where you come in mate! creative thinking!!! let your imagination go nuts!! there must have been something in your long forgotten past life that could be taken and used in this context??? mmmm??

Think outside the norm mate!!

I think you will find the people are giving the service thay are paid to give. S!@#!$ pay = @#$% service.

The best service you get is from the place that treats their staff the best, most of the big chains dont give a flying ..... about their front line staff, as a concequence they staff give their customers the same treatment..

just my opinion

Originally Posted by Gra

I think you will find the people are giving the service thay are paid to give. S!@#!$ pay = @#$% service.

The best service you get is from the place that treats their staff the best, most of the big chains dont give a flying ..... about their front line staff, as a concequence they staff give their customers the same treatment..

just my opinion

Then how do the US or Canadian companies like Lie Nielsen or Lee Valley get to be so competitive - and yet have some of the best customer service anywhere?

Come to that, Woodpeckers here in Oz, Northwoods up in Brisbane (still Oz I suppose (:eek: ), the local Lie Nielsens outfit, plus heaps more all have second to none customer service?

Cheers!

I'm not sure but if the companies won't take the time to train their staff in good customer service I doubt they would buy the training from a third party. The crap service, to me, makes it clear they are far too cheap and or stupid to care what the customer thinks.

Originally Posted by Caliban

Craig
By the sounds of Dingo's experiences with the orange mob, they are already servicing customers in the agricultural sense of the word

Darren, Alex's name is not Graig. His name is Alex.

Ok couldnt help myself.

In general, the vast majority of people who head to the big chain stores go for the advertised prices, not the service.
They dont want the service but want the right to whinge about the lack of it anyway...they want the cheap price....somethin has to suffer somewhere i reckon.
First off, you have to be able to define "service"
Most people wouldnt know good service if it bit them on the #### so you can imagine their reaction if they were asked to pay a bit more for it.

I would rather spend a couple hundred more on a machine in the knowledge that the service is part and parcel of the deal.....but im afraid if it were me...i couldnt run a business like that and make money at the same time.


Just my 2 cents worth

Steve

Originally Posted by Wild Dingo

oh now Les mate thats one of my more mediocre ideas! seriously you should have been there when I had one of my good ones!!

Yeah I guess setting it up would be the easy part gettin the mongrels to part with their $$$ is the hard part... so now this is where you come in mate! creative thinking!!! let your imagination go nuts!! there must have been something in your long forgotten past life that could be taken and used in this context??? mmmm??

Think outside the norm mate!!

There would be enough businesses pay for that type of niche service to create a reasonable income.

I can see it now,

A Front Page Advert in the Salt Lake City Mormon News
Wild Dingo's Retail Seminar

Serve it right up
an make a buck
Lissen to the Lingo
Of 'ol Wild Dingo
Its on today
So come an pay!!