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Secret Shopper & Customer Service

mary portas

How many of you have been watching on Channel 4, Mary Portas' legendary campaign about customer service on our High Street? What would have happened if she'd taken on Baby Product & Nursery retailers as one of her subjects?

This recent series is fascinating. We all know that customer service is important – every one of the retailers she has interviewed across four programs, claimed that customer service was one of their top priorities. However, Mary's secret filming showed otherwise.

To compliment the series, Channel 4's website asks for reviews of a number of shops, mostly well known retail chains including Tesco, Boots, Halfords and of course, Mothercare. When you take a look there are as of today, there are 49 reviews about Mothercare. So what are parents commenting about the store?

It is rather interesting how polarised the ratings were. Over 20 of the ratings were a mere 1 out of 5, some 17 were either a four or five and only a handful between the two extremes. What this suggests is that many Mothercare sales assistants are well trained and are a pleasure to do business with. But there are far too many who come accross as bored and cannot be bothered.

The major complaints were the amount of time spent hanging around waiting for an assistant. Too many assistants were too busy chatting amongst themselves. Customers mention that they didn't seem interested in either the customer or the even the product that they were selling. There was a surprising amount of direct rudeness and bad manners towards customers! Surely being rude is unforgivable!

On the plus side, many assistants were said to be polite, helpful and above all they smiled!!

At Baby Mattresses Online, our ensuring that our staff are up to the mark is a vital part of our business. We don't just assume that because we've asked them to be helpful that they are, or that those that appear to be helpful when we are around in the office always are. We chat with, encourage and monitor our staff on a daily basis, our aim is to provide you with the best customer service, not forgetting the best product, i.e. baby mattresses, that we possibly can.

Now then, we are fully aware that you cannot actually see if our staff are smiling, are dressed smartly and do their utmost to be pleasant and as helpful as possible - we haven't got around to doing video & Skype sales yet. In fact, you yourself may even be still in your nightie or even breast feeding your baby while you are shopping with us online.....

However, please be assured that we pride ourselves on the quality of our customer service. We all work together as a team and are confident that we are providing a five star service! Please let me know if you have any ideas for any improvement. I would much prefer that you called us, rather than call us names!

Truth be known, we have recently had to let one member of our staff go as we discovered that they were far too busy chatting to their own friends on Facebook rather than answering our customers' enquiries about baby and children's mattresses as quickly as possible.

The current series of Mary Portas Secret Shopper can still be found on Four On Demand - click here to watch it.

I can't resist to mention, Mary's outfit etc. as seen above, really matches our website colour scheme..................

11th February 2011, 19:31
Page updated 5th Oct 2015, 13:25
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