Customer Service Scenario: Purchasing a Desktop Computer from Office Depot by Tony Fernand

Customer Service Scenario  Decided to investigate purchasing a new computer for my parents because their current model had become obsolete.  Goal was to purchase a desktop computer with a 500 gigabyte hard drive with at least 4 gigabytes of RAM and a wireless network card.  Looked through various retail ads and found a computer at Office Depot which had the features I wanted.

Customer Service Scenario  Upon arriving at the Nicholasville Rd. Office Depot location was not greeted by anyone at the entrance. (This was not during peak business hours)  Spoke with the first associate I saw and asked them some questions about the computer.  The associate almost immediately told me I should speak with someone in electronics because they couldn’t answer my questions.  I attempted to find an electronics person but could not locate one.

Customer Service Scenario  I went to the cashier and told them I needed to speak with an electronics person but couldn’t find one.  The cashier paged an electronics person and requested they meet me in electronics.  The electronics associate met me in electronics and answered most of my questions including whether or not the product was in stock.  I told them I would consider my options and come back if I decided to purchase the computer.

Customer Service Scenario  After discussing the issue with my parents they decided to purchase the computer.  This time I went to the store accompanied by my mother and was still not greeted by any employees upon entering.  Found a sales associate in electronics but they were tied up speaking with another customer and did not notice my presence.  Explained the situation to the cashier who had to page another associate from the back to help us.

Customer Service Scenario  Took at least 20 minutes for the associate to meet me up front so that I could tell them what I wanted to purchase.  It took another 20 minutes for the associate to retrieve the computer from the stock room.  My mother decided to pay for the computer with a check but the cashier failed to mention that approval was required for any check over 250 dollars.  Over 20 minutes passed and the cashier was unable to connect with someone to get approval. During this time the cashier’s line continuously grew in size.

Customer Service Scenario  In consideration of our long wait time and other customers we elected to change our method of payment to credit.  After setting up the computer at home the next day I discovered the monitor was producing no sound and the disc tray on the tower did not close properly.  Returned the computer to the store I purchased it from within the 14 day window.  The associate I spoke with informed me they no longer had any more of this particular model in stock and would not be getting any more of them.

Customer Service Scenario  The associate checked five different store locations and was finally able to locate a store that had the exact computer I purchased.  The store was in Richmond and they informed me the computer could be shipped to the Lexington location.  However the Lexington store could not tell me when the computer would be received and could not guarantee it would not be damaged during shipping.

Customer Service Scenario  There was one computer left and I would only be able to get store credit if a reasonable substitute could not be found.  The new computer replacing my returned model did not have a wireless network card.  I chose to drive to the Richmond location and pick up the computer myself to avoid further problems.  At the Richmond store like the Lexington store there appeared to be an absence of employees on the floor to assist customers.

Customer Service Scenario  The associate I spoke with at the Richmond store managed to locate the computer for me.  He allowed me to test the disc tray on the computer before I purchased it.  I exchanged the computer and as of yet have experienced no problems with it. End of Scenario

Criticisms of Store Performance  Store associates failed to greet customers initially and determine their needs.  Sales associates were not knowledgeable concerning all store products.  There were not enough sales associates on the floor to properly assist customers.  Store return policy does not adequately accommodate customers by offering a full refund for discontinued products returned within the 14 day window.

Criticisms of Store Performance  Check approval process is unnecessarily lengthy and inconvenient for customers.  Customer service is abysmal due to poor efficiency and customer interaction.

Suggestions for Improvement  All store employees should be appropriately trained on and be capable of providing at minimum general information on all store products.  Schedules should be formulated so there are enough employees on the sales floor to assist customers at all times.  The store return policy should be adjusted to allow for full refunds instead of store credit if an equivalent substitute cannot be found and the product is returned within the 14 day window.

Suggestions for Improvement  The check approval process needs to be reevaluated to determine if a more expedient method for approving checks exists.  Steps should be taken to coach associates on the importance of greeting all customers when they enter the store to ensure their needs are met.  Associates should be more sensitive to customer needs and recognize the need to call for assistance from other associates when appropriate.