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Service renegade reporting for Potentio from Fonehouse following Mary Portas' Secret Shopper show www.potentio.co.uk
I agree with your points - The sales assistant was energetic and friendly from the off but let the conversation down by trying to convince you that an iphone4 was not the best in the market. I felt that had more to do with the fact Fonehouse didn't stock them. The 'push' undermined rapport and comfort. The sales assistant recovered when he allowed you to enter the discussion by asking questions. And he really scored points by making every effort to research the app you were interested in and deliver an HTC handset with the app on it, to your hands. Great service. I wasn't sure on what seemed like a 'tactic' to get your details on Fonehouse files. It was good from the perspective of reflecting and clarifying your needs but this didn't lead to anything other than taking a copy of what you'd said (why?) and giving you a brochure with same details (not so bad). A shaky and slightly confusing end to the conversation. I liked the new in-store environment which had a lounge-like feel akin to Apple with working phones, nice big touch screen data points and a homely rustic, wood and brick look around the store. I'm not sure how far this upgraded service will go. They are definitely now better than most on the high street but their approach needs some adjusting to really shine and for me to trust it's not just a dressing up exercise.
Having listened to our renegade report on returning back to the office there are a couple of extra points i'd like to add. After I'd said that I was looking for an iphone the shop assistant went to real lengths to prove that an iphone looking phone met my need for an audioboo app via android. The result of his efforts led to my preferred phone being put into the palm of my hands with audioboo android app on screen. So he proved his point and I must say I would have been won over if it was not for the fact that it is an Iphone 4 that i most definitely do need. Mostly because I use itunes and I have loads of iphone apps that I use for personal and work etc and changing right now would be a real headache.
Why Your Customer Service S***s
Customer service is king on the web
I recently had a similar experience with a new piece of software. I decided to go out on a limb and use a competing product for the first time, despite years of using the one I was familiar with, A mix up with regard to pre-release pricing (quite possibly my fault), resulted in me paying $50 more than I needed to. So I sent of a rather grumpy complaining email, not expecting a reply let alone any resolution. They promptly apologised and refunded me $50. Every time I boot up the new software I remember this simple act of customer service, and despite it having quite a steep learning curve (it is very different to the competing software I currently use), this experience has positively coloured my view not just of the company and their service, but even of the software itself! Unless something untoward occurs, I already consider myself a dedicated user of the software, and will almost certainly pay for future upgrades. Such a simple act of customer service has created a big "credit" of good will.
The Mad Hatter Hotel, London
Potentio Secret Shopping - Reiss Regent St, London
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This was recorded by me on 20.10.10 at 11PM in Randogne
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Service Renegade - reporting from Banana Republic, Regent St. Our views? www.potentio.co.uk
Find a little bit more on our Banana Republic experience in the second AudioBoo here - http://audioboo.fm/boos/266565-potentio-talking-about-their-experience-of-audioboo-and-secret-shopping
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This is great James. Pleased that our project there is going well. Service in the community. Looking forward to proving the value of this initiative over the long term.
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