Zero Customer Service Skills

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AMarie1's review of Halfords


“Zero Customer Service Skills”

Written on: 14/12/2019 by AMarie1 (1 review written)

The customer services at Halfords in Catford is absolutely atrocious. The staff I encountered have zero customer service skills. The matter was simple and all it needed was empathy and an apology but before my complaint could be acknowledged it escalated through three members of staff, including one manager.

It was the second manager who had the common sense to listen to me, not be aggressive, defensive, rude or dismissive. He was the one who apologised only after I had pointed out that he was the fourth member of staff at Halfords I was speaking to about my complaint and no-one had the decency to apologise for the misinformation given on the phone earlier that morning. I had come as advised anytime after 12pm because there would be more fitters at hand. But having come during my lunch hour the only fitter there had just gone on his break. After an hour and 40 minutes of waiting and heated conversations it was the second manager who fitted the 2 light bulbs on my car.

Obviously nothing could be done about the fact that the only fitter for the day needed a break and I would just have to wait. But the fact that I was being reprimanded verbally and visibly by the rude attitudes and dismissive behaviour of the 2 staff members and the first manager for initially being annoyed at the situation of being misinformed only fuelled to serve my annoyance even more. Naturally as the time progressed and having had heated exchanges with the 2 staff members and the first manager I had grown increasingly agitated, angry, fatigued and weak.

The second manager fully refunded me as compensation for the stress caused by his staff's unprofessionalism and said he would talk to his staff members later about the whole situation. However, I left Halfords in tears out of anger and frustration. Needless to say I will never customise the Halfords in Catford again, neither will I recommend it.

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