Comments on: The Body Shop needs better customer service training http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/ Musings on digital branding, marketing and writing Sun, 15 Jan 2012 18:24:09 -0800 http://wordpress.org/?v=2.8.3 hourly 1 By: Another customer http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-5277 Another customer Fri, 16 Sep 2011 15:26:26 +0000 http://jinalshah.com/?p=611#comment-5277 Well, you are not the only one. I was accused of buying and returning "everytime", when I went to return an order. I was humiliated and asked why I bought those stuff and what were the problems with "me". I told them I dont want them (I had recieved the same item as gifts that day) What if I had lost my job and rrealized I cant splurge anymore. Well, you are not the only one. I was accused of buying and returning “everytime”, when I went to return an order. I was humiliated and asked why I bought those stuff and what were the problems with “me”. I told them I dont want them (I had recieved the same item as gifts that day) What if I had lost my job and rrealized I cant splurge anymore.

]]> By: Sapa Aja http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-5221 Sapa Aja Sun, 14 Aug 2011 10:50:04 +0000 http://jinalshah.com/?p=611#comment-5221 Wow. It's surprising to hear this. I have also been receiving the same VERY POOR customer service at a different location. I had just moved to Ontario, Canada (since January this year) and I had only received ONE wonderful customer service from The Body Shop in Eaton Centre (from the manager, I believe). The rest of the service I received here are horrible and made me want to just leave them. I have been a member for 6 years now (without having to pay for renewal a single year - I basically can't live without their products) but the very, very poor service I received just outweighed all the amazing products they carry. I have written to them. I just couldn't sleep (I got woken up by the urge to write to them) because the decline in the customer service they have is just very disturbing. I hope they would listen too. Wow. It’s surprising to hear this. I have also been receiving the same VERY POOR customer service at a different location. I had just moved to Ontario, Canada (since January this year) and I had only received ONE wonderful customer service from The Body Shop in Eaton Centre (from the manager, I believe). The rest of the service I received here are horrible and made me want to just leave them. I have been a member for 6 years now (without having to pay for renewal a single year – I basically can’t live without their products) but the very, very poor service I received just outweighed all the amazing products they carry.

I have written to them. I just couldn’t sleep (I got woken up by the urge to write to them) because the decline in the customer service they have is just very disturbing. I hope they would listen too.

]]> By: Siriporn Toma http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-5068 Siriporn Toma Sat, 19 Feb 2011 15:31:59 +0000 http://jinalshah.com/?p=611#comment-5068 I have bought Body Shop for so long (more than 5 years)although I do not get any good service from BR until I get the very and very bad service from Body Shop Thailand, Central Rama 2. From the promotion in the end year 2010, I try to buy many product to achieve the gift. After I bought it to cover the gift, but BR said that I have to wait the gift. I have waited the gift since DEC 2010. Until now I have not yet got it. When I follow, the sales can not give any answer, and look down me. Never get apologize from sales. In fianlly, I think that I will not buy "Body Shop" anymore. If I have friend who want to buy the Body Shop, I will share my bad experience to them. Until the End year 2010 I bought many I have bought Body Shop for so long (more than 5 years)although I do not get any good service from BR until I get the very and very bad service from Body Shop Thailand, Central Rama 2.

From the promotion in the end year 2010, I try to buy many product to achieve the gift. After I bought it to cover the gift, but
BR said that I have to wait the gift. I have waited the gift since DEC 2010. Until now I have not yet got it. When I follow, the sales can not give any answer, and look down me. Never get apologize from sales. In fianlly, I think that I will not buy “Body Shop” anymore. If I have friend who want to buy the Body Shop, I will share my bad experience to them.

Until the
End year 2010 I bought many

]]> By: annon http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-4829 annon Sat, 20 Mar 2010 16:43:21 +0000 http://jinalshah.com/?p=611#comment-4829 I am very sorry about what you went through. I am currently employed by Body Shop, and right now I feel that I am not being treated right as an employee. The management don't seem to care about their consultants at all. I am actually thinking about giving in my notice soon but I have nowhere else to go, I need the money. I am very sorry about what you went through. I am currently employed by Body Shop, and right now I feel that I am not being treated right as an employee. The management don’t seem to care about their consultants at all. I am actually thinking about giving in my notice soon but I have nowhere else to go, I need the money.

]]> By: Jinal Shah http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-4708 Jinal Shah Tue, 30 Jun 2009 13:50:51 +0000 http://jinalshah.com/?p=611#comment-4708 Hi Eric - I agree. They did handle the situation well. Hi Eric – I agree. They did handle the situation well.

]]> By: Eric Wade http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-4704 Eric Wade Mon, 22 Jun 2009 21:11:27 +0000 http://jinalshah.com/?p=611#comment-4704 Someone I follow RT'd your posting and I am interested in customer service fails so I read it (and the update). Sorry to hear about your experience, that's terrible. Glad the Co. had the chops to call you and smooth things over. I think your headline says it all and kudos to you for taking the high road in all of this. Someone I follow RT’d your posting and I am interested in customer service fails so I read it (and the update).

Sorry to hear about your experience, that’s terrible.

Glad the Co. had the chops to call you and smooth things over.

I think your headline says it all and kudos to you for taking the high road in all of this.

]]> By: Ricci Wolman http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-4699 Ricci Wolman Mon, 15 Jun 2009 20:54:40 +0000 http://jinalshah.com/?p=611#comment-4699 Hi Jinal, I would like to sincerely apologize for the situation you experienced this weekend. I greatly appreciate that you brought this matter to our attention. Though we like to pride ourselves on providing the best possible products for our customers, more importantly, we hope to provide our customers with an overall enjoyable shopping experience. I am so glad that we were able to speak with you to resolve the situation. Again, I want to extend my sincerest apologies, and I hope you have nothing but positive experiences with us in the future. Sincerely, Ricci Wolman Director of Online Marketing The Body Shop Hi Jinal,

I would like to sincerely apologize for the situation you experienced this weekend. I greatly appreciate that you brought this matter to our attention. Though we like to pride ourselves on providing the best possible products for our customers, more importantly, we hope to provide our customers with an overall enjoyable shopping experience. I am so glad that we were able to speak with you to resolve the situation. Again, I want to extend my sincerest apologies, and I hope you have nothing but positive experiences with us in the future.

Sincerely,
Ricci Wolman
Director of Online Marketing
The Body Shop

]]> By: Jinal Shah http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-4697 Jinal Shah Mon, 15 Jun 2009 04:25:53 +0000 http://jinalshah.com/?p=611#comment-4697 Ted - I agree. I appreciate Body Shop's values and what they stand by, but its all meaningless to me if they are not investing just as much, if not better, resources into training and supporting their own staff. I also understand the freak and unique nature of this situation and it would be careless of me to term all Body Shop employees in one category but unfortunately, it only takes one such extreme incident for a company to reevaluate its approach. (Case in point: Dominos Video) I wish I had recorded this incident. Perhaps then, there would be a quicker response from The Body Shop. In any case, thanks for the comment. Ted – I agree. I appreciate Body Shop’s values and what they stand by, but its all meaningless to me if they are not investing just as much, if not better, resources into training and supporting their own staff.

I also understand the freak and unique nature of this situation and it would be careless of me to term all Body Shop employees in one category but unfortunately, it only takes one such extreme incident for a company to reevaluate its approach. (Case in point: Dominos Video)
I wish I had recorded this incident. Perhaps then, there would be a quicker response from The Body Shop.

In any case, thanks for the comment.

]]> By: Ted Hurlbut http://jinalshah.com/2008/09/14/the-body-shop-needs-better-customer-service-training/comment-page-1/#comment-4696 Ted Hurlbut Sun, 14 Jun 2009 20:18:56 +0000 http://jinalshah.com/?p=611#comment-4696 It's amazing how poor customer service can be in a business built around customers. Somehow, companies like this have convinced themselves that customer-facing employees are a cost center to be minimized rather than critical revenue generators who have to be carefully selected, properly trained and motivated, and appropriately compensated. Clearly, this guy was neither carefully selected or properly trained and motivated, though he's amply demonstrated that he's over-compensated. It’s amazing how poor customer service can be in a business built around customers. Somehow, companies like this have convinced themselves that customer-facing employees are a cost center to be minimized rather than critical revenue generators who have to be carefully selected, properly trained and motivated, and appropriately compensated. Clearly, this guy was neither carefully selected or properly trained and motivated, though he’s amply demonstrated that he’s over-compensated.

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