I walk in to the store in Vancouver at 1st & Cornwall - 2 huge lines ups and only 2 cashiers open. Not a soul to be found to help anybody out. I persevere, get a bunch of things and wait at the front of the store in a line up for 10 minutes. Get tired, go to the back of the store. That cashier is doing a return... 15 minutes later, I am still in the line up. She has not looked up once to say "I will only be a few more minutes... or sorry to keep you waiting". I get tired and now go back to the front. 10 minutes later, I hear the cashier say to the guy in front of me that they now have a policy that any sale over $20 on Visa needs a drivers license. I have walked and have 2 Visa cards with me, no drivers license. I preserve... I now have an hour of my time invested in this store. The cashier has attitude and is policy driven. One of her peers tells her to go ahead and process the transaction but she is insistent on calling the manager (even though she has rung thru most of my items). The manager comes along and says "no dice - its our policy! "
So Cap Gemini - you may have implemented a CRM but that doesn't change the spirit in these stores. I actually think you want to go out of business! I can purchase thousands of dollars on the internet but not $120 at your store. No apology... no nothing. Just attitude. So clearly, the clerks passed the policy part of the training but have not yet participated in the Customer service part.
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