Tuesday, March 5, 2013

Big Companies Customer Service Problems

I'm a business management major in college. By now in my third year I already understand that Customer Satisfaction is paramount. I also know that it's more cost efficient to keep current customers happy vs trying to obtain new customers. That is also mostly common knowledge among society.

I recently had two run-ins with two big global  companies. L'Oreal  and M.A.C. One was a great experience while the other felt like I was being patronized. Want to guess who treated a loyal customer better? I bet you wouldn't have picked L'Oreal. I had an extremely great experince with L'Oreal and their customer service, I will blog about that at a later time because I don't want people to get confused about who had the great customer service.

The whole reason that sparked me write this blogpost is an article in Allure magizine, "The Ringleader: M.A.C." It states about M.A.C. attitude and I quote.
"We won't look down on you, and we won't intimidate you, because we know what it was like to be picked on by the cool kids. And guess what? Now we're the cool kids." Taken from Allure Magazine: Pergament, Danielle. "The Ringleader: M.A.C." Allure Mar. 2013: 180-83. Print.
I do own my share of special edition M.A.C. collection pieces. Who doesn't own at least one Viva Glam lipstick? I laughed out loud when I read the part about "We won't look down on you."   I hate shopping in M.A.C. stores. I go to two different shops mainly in my area with the same service. I always seem to be interrupting a life or death decision between sales associates, or I must be committing a fashion sin of wearing a swan dress because I get attitude, eye rolls and huffs of annoyance when I ask for help. I did not realize that coming into MAC stores always had to be a belittling experience. I am starting to believe after being to MAC stores in 4 different states that its a requirement for sales associates to be rude to the customers. I can honestly say my most pleasant experience with MAC is ordering makeup from online.

So after an extremely frustrating experience on February 11th I sent a tweet out about how unbelievably rude M.A.C. sales associates are tagging M.A.C in it. You can read the thread here. The next day M.A.C tweeted me back telling me to email them about the incident. Which I did right away. I actually had a few incidents to tell about. Within that same month alone. After I sent them the email they send me this back. 

"Thank you for taking the time to contact M.A.C.

I am very sorry to hear of your experience at the M.A.C store in the Cherry Hill Mall. Please be assured that the scenario you describe is not in accordance with our M.A.C service philosophy, and we appreciate your letting us know. Professionalism, courtesy, and graciousness to all consumers is paramount in all our M.A.C training programs. Therefore, I will be certain to share your comments with appropriate executives.

We value you as our consumer, and I would like to send you a small gift as a gesture of our goodwill.Please confirm your full name and mailing address, so I can arrange shipment.

Once again, thank you for taking the time to contact M.A.C. I appreciate the opportunity to respond to your concerns. You are valued as our consumer, and I hope you will continue to use and enjoy our products with confidence and satisfaction." 
Here comes my business student skills kicking in again. I know how extremely important good word of mouth is. I also know that bad 1 word of mouth is 20xs more damaging than, 1,000 praises can be.  The last interaction I had with M.A.C. was February 14th, it's now March 5th, it has been 20days since. I received no goodwill gift, that was to basically keep me from bad mouthing M.A.C anymore. This is the slowest customer service I have encountered.  If you're wondering on how the service is at the Cherry Hill Mac store, it's just as bad. Same eye rolls, same bad attitude. The sales associates act like they are just too above me to help. I'm sorry that I do have a pretty decent knowledge of makeup and know what I'm talking about when I ask certain questions.

L'Oreal corrected the problem within 2 weeks.


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