Diary booking problems

[BlindWizard]

Does anyone have the email addresses of the CLG Team Leaders.
If we had that and email all team leaders (just in case one's off) each time there is a problem then they can investigate and try to stop it happening again.

As gvm said if you talk to them they are helpful and it's better than talking to ourselves on here and winding everybody up !!

[hereticus]

duncanh said:

Does anyone have the email addresses of the CLG Team Leaders.
If we had that and email all team leaders (just in case one's off) each time there is a problem then they can investigate and try to stop it happening again.

As gvm said if you talk to them they are helpful and it's better than talking to ourselves on here and winding everybody up !!

[e-mail]

[desmorse]

hereticus said:

[e-mail]

Last time I tried that, I got it returned as an invalid address

______________________________________________
That would be 'cos this is the address!

[e-mail]


JOy

[lukan61]

Wait until they start to out source their call centres to India. Or has that already started!!

[YOYO]

I thought that diary mat were told to book leads in your diary trying to fill the am/epm/lpm first ?? looked at diary 2 leads today am..... eve then rest of the week ALL eve have been taken and NO other leads .......

[desmorse]

CLG

Here we go again

Went to a call today. Nice lady, old customer. " I want venetian blind, in magnolia. The nice lady on the phone said as I'm an old customer, I get 10% discount, and she looked up the sale and magnolia has a 15% discount, so I get 25% off".

Well, nice lady in CLC,
1) did it not strike you as odd, that you needed to create a new customer number for "an old customer who qualifies for 10% discount"? Maybe, having been given the clue, you could have used her existing customer number, and then you just may have spelt her name correctly.
2) customers do not automatically qualify for discount, they need a promotional voucher
3) magnolia is NOT on discount. Soft Sheen magnolia is.
4) this customer has 35mm venetians. The 15% applies to 25mm and 15mm only.

So please, you do your job, and book appointments. I'll do my job and tell customers what discount they're entitled to.

I sincerely hope we're not going back to the days when every man/woman and dog at h/o throws discount at customers.

[RED]

desmorse said:

Here we go again

Went to a call today. Nice lady, old customer. " I want venetian blind, in magnolia. The nice lady on the phone said as I'm an old customer, I get 10% discount, and she looked up the sale and magnolia has a 15% discount, so I get 25% off".

Well, nice lady in CLC,
1) did it not strike you as odd, that you needed to create a new customer number for "an old customer who qualifies for 10% discount"? Maybe, having been given the clue, you could have used her existing customer number, and then you just may have spelt her name correctly.
2) customers do not automatically qualify for discount, they need a promotional voucher
3) magnolia is NOT on discount. Soft Sheen magnolia is.
4) this customer has 35mm venetians. The 15% applies to 25mm and 15mm only.

So please, you do your job, and book appointments. I'll do my job and tell customers what discount they're entitled to.

I sincerely hope we're not going back to the days when every man/woman and dog at h/o throws discount at customers.

CLG Strike yet again. I think they just make it up as they go along.
Why dont they just book the calls and let us do the sales.
Thats what we are here for is it not?

Red

[keenasmustard]

desmorse said:

Here we go again

Went to a call today. Nice lady, old customer. " I want venetian blind, in magnolia. The nice lady on the phone said as I'm an old customer, I get 10% discount, and she looked up the sale and magnolia has a 15% discount, so I get 25% off".

Well, nice lady in CLC,
1) did it not strike you as odd, that you needed to create a new customer number for "an old customer who qualifies for 10% discount"? Maybe, having been given the clue, you could have used her existing customer number, and then you just may have spelt her name correctly.
2) customers do not automatically qualify for discount, they need a promotional voucher
3) magnolia is NOT on discount. Soft Sheen magnolia is.
4) this customer has 35mm venetians. The 15% applies to 25mm and 15mm only.

So please, you do your job, and book appointments. I'll do my job and tell customers what discount they're entitled to.

I sincerely hope we're not going back to the days when every man/woman and dog at h/o throws discount at customers.

Hillarys and all their departments need a good hard kick up the ars*

[Augustus]

CLG




yep !

amazing- I even got acussed of ripping one customer off.

2 pleated tabs blinds = around £300, 25 % off due to sale ( it was done on SAM ) gave them a price of about £230.

They called in to HQ and were told that they should of only been £40 each !!!!!!

Do we do such a blind at this price ?

Surprisingly the customer never got the name of the person.

I told them that they are welcome to call in again and get a name, but they never did.

I was fully armed with the paper pricing to back it all up my end anyway.

But what sort of name does that give us ? They won't be back and that's for sure.


P.

[dmm]

CLG




You're right, there isn't a tab blind that would come out at this price. Even when you're doing the little fan light windows in a conservatory, with a 25% off fabric and 10% voucher, they're still double that.

My guess, spoke to someone who doesn't know the difference between freehang and tab, or 20 and 25mm (a pleated is a pleated is a pleated, isn't it?), and quoted the 25mm freehang fabric that's on half price

[hereticus]

stonehills said:

desmorse said:

CLG


Here we go again

Went to a call today. Nice lady, old customer. " I want venetian blind, in magnolia. The nice lady on the phone said as I'm an old customer, I get 10% discount, and she looked up the sale and magnolia has a 15% discount, so I get 25% off".

Well, nice lady in CLC,
1) did it not strike you as odd, that you needed to create a new customer number for "an old customer who qualifies for 10% discount"? Maybe, having been given the clue, you could have used her existing customer number, and then you just may have spelt her name correctly.
2) customers do not automatically qualify for discount, they need a promotional voucher
3) magnolia is NOT on discount. Soft Sheen magnolia is.
4) this customer has 35mm venetians. The 15% applies to 25mm and 15mm only.

So please, you do your job, and book appointments. I'll do my job and tell customers what discount they're entitled to.

I sincerely hope we're not going back to the days when every man/woman and dog at h/o throws discount at customers.

CLG Strike yet again. I think they just make it up as they go along.
Why dont they just book the calls and let us do the sales.
Thats what we are here for is it not?

Red

Des...yes.we've all suffered from this sort of stupidity, which totally undermines our credibility and integrity in the eyes of the customer. CLG's job is to book the leads, not to give the customer an unreal expectation of pricing.

But we are only going to get the point over if every single instance of this type of problem is reported back to the CLG Team Leaders, who will then listen to the tape of the call centre phone conversation and take action as necessary. In my experience they really do take these things seriously and follow through. So can we take it as read that you have already reported this ? And can we rely on everyone else on this forum to make a point of emailing the team leaders whenever it happens ?

[RED]

Just to let you all know. I am flaging all problems to do with CLG in the hope that someone with a bit of clout will notice how many there is.

Red

[RED]

hereticus said:

stonehills said:

CLG Strike yet again. I think they just make it up as they go along.
Why dont they just book the calls and let us do the sales.
Thats what we are here for is it not?

Red

Des...yes.we've all suffered from this sort of stupidity, which totally undermines our credibility and integrity in the eyes of the customer. CLG's job is to book the leads, not to give the customer an unreal expectation of pricing.

But we are only going to get the point over if every single instance of this type of problem is reported back to the CLG Team Leaders, who will then listen to the tape of the call centre phone conversation and take action as necessary. In my experience they really do take these things seriously and follow through. So can we take it as read that you have already reported this ? And can we rely on everyone else on this forum to make a point of emailing the team leaders whenever it happens ?

CLG



Mike, the team leaders in CLG and all the longer term people working in there do a sterling job. The problem is not with them.
The problem is with the newer ones. They don't have the experience. Everyone starts from somewhere and you can forgive some of this ignorance. Trouble is, this department has, so I have been informed, got a fairly high turnover of staff so they never stay long enough to learn what needs to be taught. So the team-leaders and department managers are forever chasing their tails.
Question is, Why do the CLG staff not stay long enough?.
Is it wages?
Is it the demands put on them by advisor's?.
Is it demands put on them by Hillary's?.
Is it demands put on them by customers?.

It desperately needs to be sorted, whichever the reason.

Red

[desmorse]

hereticus said:

Des...yes.we've all suffered from this sort of stupidity,............ So can we take it as read that you have already reported this ? And can we rely on everyone else on this forum to make a point of emailing the team leaders whenever it happens ?

CLG


Yes, I have emailed [e-mail] with customer number and comments.

It has since occurred to me that this seemed to stop happening, and has re-started at the same time as "the push for conversions". Co-incidence, or am I getting paranoid?

[j]

stonehills said:

hereticus said:

Des...yes.we've all suffered from this sort of stupidity, which totally undermines our credibility and integrity in the eyes of the customer. CLG's job is to book the leads, not to give the customer an unreal expectation of pricing.

But we are only going to get the point over if every single instance of this type of problem is reported back to the CLG Team Leaders, who will then listen to the tape of the call centre phone conversation and take action as necessary. In my experience they really do take these things seriously and follow through. So can we take it as read that you have already reported this ? And can we rely on everyone else on this forum to make a point of emailing the team leaders whenever it happens ?

CLG



Mike, the team leaders in CLG and all the longer term people working in there do a sterling job. The problem is not with them.
The problem is with the newer ones. They don't have the experience. Everyone starts from somewhere and you can forgive some of this ignorance. Trouble is, this department has, so I have been informed, got a fairly high turnover of staff so they never stay long enough to learn what needs to be taught. So the team-leaders and department managers are forever chasing their tails.
Question is, Why do the CLG staff not stay long enough?.
Is it wages?
Is it the demands put on them by advisor's?.
Is it demands put on them by Hillary's?.
Is it demands put on them by customers?.

It desperately needs to be sorted, whichever the reason.

Red

Why can't CLG just say to the customer

1)that any promos and pricing will be explained by the advisor
2)ensure the windows etc are ready for measuring or re-book
3)tell the customer to ensure the windows are free of clutter
4)make sure the PERSON who wants the blinds is there, or re-book
5)DO NOT make promises or suggest solutions

I don't think you need experience to apply these 5 simple steps which would

1)stop high expectations from customers
2)reduce the time of gaining access to the windows
3)hopefully get a result from the person that wants the blinds

Would it be too much to ask if they were on social benefits !!!!!!