Anyone else psyched to be at the front lines of angry students and parents when rush hits? It’s so unbelievably stupid to allow orders for items we do not have and not tell the students we have to source these items somehow and it will take weeks. Oh and we can’t cancel items. And can’t cancel orders. But customer service is so so important!!!
6 replies (most recent on top)
@vh And when they forget to read every single one and forget to order books and reply to emails...?
I get it. CM3 is probably a cr-p job. They're not in a store with a line of annoyed students and irritated professors. I wish we hadn't been rearranged and stores still took care of their own CM. It's thinking someone else has control of it and then they don't, that's the problem.
@b2 Sorry you have a bad CM3. The CM3's are made responsible for absolutely everything. Inventory, customer service, technical support, access growth, integrations. Everything except shipping and receiving which they still have to do for some stores.
If they forget to read a POA that you could read for yourself and notify you I'm sure they're just lazy right.
And your CM3 is supposedly monitoring backorders and placing orders for all these books we're selling without having. 😂 My CM3 can barely manage to read PO acknowledgements and tell me when books aren't coming to my store, like they're going to do that.
And hey, just do a draft order and sent the customer another order to complete if we can't fill their first one, instead of editing their original order. That's not annoying at all.
And hey, campus doesn't need financial aid reporting to be TIMELY, right? It's fine if it takes a while.
And I mean, the new fall rush POS systems don't NEED to be able to charge financial aid or campus cards. Or rent books. Or sell digital books. Or scan 96% of your SKUs.
Well have you submitted a ticket?
I mean no one ever answers the tickets but have you submitted a ticket?
Pretty soon we're going to have to submit a ticket to wipe our own butt in this stupid company.
@OP If leadership wants great customer service, they need to give us the ability to actually deliver it. That means accurate inventory, honest lead times, and basic control over orders so we’re not stuck apologizing for problems we can’t fix. And we need qualified support staff who understand the system well enough to help resolve issues instead of just escalating them back to us. Right now we’re doing damage control for decisions made far above us, and that’s not a sustainable model for anyone.
If leadership wants great customer service, they need to give us the ability to actually deliver it. That means accurate inventory, honest lead times, and basic control over orders so we’re not stuck apologizing for problems we can’t fix. And we need qualified support staff who understand the system well enough to help resolve issues instead of just escalating them back to us. Right now we’re doing damage control for decisions made far above us, and that’s not a sustainable model for anyone.