So today as a result of the servers being down I was yelled at by no less than five different customers about how they were on the phone for 40+ minutes to no avail. How there was no information presented to them when they logged in to BN.com on their computers (because we all know the forums are not exactly prominent on the BN.com page). And that while it was nice to have an answer, why wasn't it made available anywhere other than the store.
The hillarious part?
When I went in today, no one in the store knew what was going on with the Nooks. None of them. We got a store alert several hours in to my shift (I started at noon, store opens at 9am) about 'some issues with Nook downloads'. I wont go in to the details but I feel that since Alex has posted that much, and the issue seems to be solved, that it is safe to post that the stores were alerted in the afternoon today.
So why am I posting here?
I'm tired of it all. I am tired of feeling so out of the loop and being c%(#ed on by customers because of the abysmal customer service that B&N provides. The thing is these people are perfectly right, they SHOULD NOT need to come in to a store to hear about these issues. They should not need to spend nearly an hour on the phone and not gain anything from it. This was a known issue YESTERDAY. How in the world did it escape the attention of those who need to know about it and why was that information not then IMMEDIATELY spread to CS and to stores?
Why should I try and sell things when the relationship feels entirely one sided. You reap the money and the customers and I are left out in the cold when it comes to support.
Want a free tip on a major part of recouping from the less than stellar holiday season?
Communication. Learn what it means. Learn how to do it quickly and efficiently. Then keep on working to get better at it. Never stop trying to improve on that skill It wont be the one magic saving grace, but it will go a long way toward a better 2013.