Staples doesn't know customer service, they just want as much money as possible from customers. Conversion is a joke because a family of 5 can come in and 1 person buys an item. That just killed the conversion(1/5)! Happens all the time and when I notify my GM, its always a dumb spin excuse on it and he does "staples math" to come up with an answer. "If we get to 4 more customers an hour, well hit it, it doesn't matter how many groups come in" Why are we working that much harder when its not our fault? come on buddy! Then if your helping a customer in tech you get your head chopped off if your with them for more than 5 minutes answering questions and my gm is in my ear saying "hurry up, your not making any money off them" Our store is the only tech place in town and a lot of seniors so we get a lot of questions and extra time is needed. You can't give good customer service when your constantly being told to hurry it up and fearful if you don't get the squaretrade or the endless list of add ons. Then you staff 1 person in copy center all damn day with no lunch coverage to help 6 people at once while the managers walk right by watching. If Staples really cared about customers, they'd staff the copy center with more people and put more easy techs on the floor to assist customers. Were lucky if we have a merchandiser in the mornings and of course theres no back up cashier. Then its a shit storm when the holier than thou dm and rvp come in. They couldn't work in the conditions and they don't want to, they want to boss you around. Get out of this hell hole before its too late!
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Yup. It's always the GM's fault for sure. Well, IS is often blamed for crazy shit too. See it all the time.
Sucks when you have to cheat the system and have everyone come in through the out door one day a month just to get them off you butt so you can actually help he customers begging for help in the store.
They know all this. They pretend stores are staffed with more than enough people and when you get a visit the RVP asks what we do with all our time.
So when CSAT is low - GM's fault,
PCs not done even though they were connected to Matrix - GM's fault.
When cpc does not make budget because people see the line and walk away - GM's fault
Truck does not get done in a day and LP or some other hyproctical jackass (that's you Phil Spadaro) comes in and makes a big deal - GM's fault.
They know the demands are unrealistic but pretend there is more than enough payroll. This puts the stress all on the stores and makes it easy to fire people for poor performance.
Well said! As a cpc supervisor that is my day to day. No over lap with a line at the counter, ups and phone calls. Thankfully a few of my team members understand and help me. At my store we have 3 to 4 people on. I can only give respect and support to my tech supervisor as he is constantly running up front, checking computers, helping customers, running over to the merch side coming back to help me then getting SH!T from both managers.
When its just a cashier a manager and an IS and maybe a tech guy it is the most ridiculous situations we have ever come across. Oh this is also providing excellent customer service as well. We are better then this and it saddens me that all this hard work and effort means nothing!! Staples should start to focus on the basics. Not these ridiculous goals and surveys and all this other crap. Corporate needs to give our GMs less to stress over so they can focus on running a good store, properly training their employees and helping associates with tools needed to be successful. This is just a small view and corporate has lost sight of the big picture. That is why staples is failing and no one likes being there. 98% of our staff feels the same way. This is OUT OF CONTROL. To save this company get the right forward thinking people in positions to make the difference to save this sinking ship.
Oh 1 more thing. If you ever have a problem and need to talk to HR to hopefully get a situation resolved...stop and forget it. THEY DO NOT CARE.
Best wishes,
Unappreciated CPC Sup.