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Dealing with big retail. Stay calm! Assess the situation. How busy is it? Request a management person for satisfaction. Move up the chain. Local locations do not want negatives coming back to them from corporate big wigs. I work as a Department Manager for a big chain, an equal to a store assistant manager, customer complaints to corporate office via e-mail are like a five alarm fire in my district and are expected to be handled within 24hrs. It truly is about getting to the right person within the store to get taken care of or get feedback to. They may realize a problem exists with a particular associate but without customer complaints (as crazy as this sounds) they are unable to expedite a resolution (get rid of the problem) due to legal guidelines protecting the associate. It isn't the good old days where you can just terminate on the spot. Now, there is counseling, written documentation, various warning levels and all having to be case specific. In other words, you may be doing the local Cabelas, yourself and all the patrons in your area a huge favor by lodging a complaint on a particular associate (he/she may have others). Try to make sure and have his/her name.
Cabelas has always taken care of me, customer service wise, and many other folks. Just go to their tent sale in Sidney this summer. They do a huge clean out the mailorder returns tent sale each year in like July. Its clear that a lot of folks use stuff for one camping trip and then return it as defective. I've purchased boots that had "dirty" as the reason for there return. Now that's a pretty liberal return policy.
MD
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04-24-2005, 04:02 AM
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