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I agree with you on most point but wish to add: Common sense isn't. There are plenty of customers that will take out their frustrations on a CSR precisely because they have no interest in the facts or know that most employees will take the abuse rather than risk losing their jobs.

Dealing with extreme customers requires quality training, training CRS costs money. Many companies these days seem to farm out their "training" on customers, turning out employees that are often under supported, understaffed, underpaid and/or often not very knowledgeable about the company/products.

I see this trend particularity apparent at lower end companies like grocery stores, lowes/Home Depot and many restaurants. It seems to be the norm in some industries; seriously, finding an employee who can answer common questions at lowes/Home Depot can be quite difficult.Heck finding an employee sometimes.:confused:
Ehh... I guess what I'm trying to say is that the problem is not just the employees themselves but also the trend for companies to accept turning out employees that are often under supported, understaffed, underpaid and/or often not very knowledgeable about the company/products as acceptable business practice. I believe the much of the blame rests with employers who see this as an acceptable way to run a business. :s0008:


Oh I agree with you about the employer being the responsible party. And training of counter staff is a big deal but does not seem to be covering dealing with people/customers. Managers are also not being trained in how to pass customer service principles on to their charges. I hate to say it, but I'm an old guy, first of all... my parents taught me to be polite no matter what, secondly OJT about being nice to customers no matter what was a given. What has happened to us? There didn't used to be any need for basic training on how to be nice to customers... if you weren't, the first time you got pizzy the boss would kick your scrawny lil azz! :eek:

Two questions (I think... well, sorta) :)
1. Where does your comment about common sense come into play? When I said "sensible" I meant a person with a modicum of intelligence should know that treating customers badly will not have a good result, they'll either not get the sale, create a non-repeat customer, and perhaps be chastised by the boss either in person or on a performance eval (yes, I know... restaurants don't have those, but still, places like Cabela's would, I think). Followed by a comment on customer misbehavior... what do you mean? If you've read my commentary, you know where I stand on customer mistreatment or bad attitude towards employees... a sales clerk, redirects, deflects, ignores, or is assertive about what is not tolerated, as needed (but never aggressively, not even if one has to declare the customer persona non-grata and call the popo for trespassing). If I was the boss, and I have been, I would insist on it.

2. Is it CSR or CRS, you used both... neither of which I am familiar. Corporate Social Responsibility, Counter Sales Register'er? Uh... Catholic Relief Services, Certified Residential Specialist, Can't Remember Sch!t? :D
 
Oh I agree with you about the employer being the responsible party. And training of counter staff is a big deal but does not seem to be covering dealing with people/customers. Managers are also not being trained in how to pass customer service principles on to their charges. I hate to say it, but I'm an old guy, first of all... my parents taught me to be polite no matter what, secondly OJT about being nice to customers no matter what was a given. What has happened to us? There didn't used to be any need for basic training on how to be nice to customers... if you weren't, the first time you got pizzy the boss would kick your scrawny lil azz! :eek:

Two questions (I think... well, sorta) :)
1. Where does your comment about common sense come into play? When I said "sensible" I meant a person with a modicum of intelligence should know that treating customers badly will not have a good result, they'll either not get the sale, create a non-repeat customer, and perhaps be chastised by the boss either in person or on a performance eval (yes, I know... restaurants don't have those, but still, places like Cabela's would, I think). Followed by a comment on customer misbehavior... what do you mean? If you've read my commentary, you know where I stand on customer mistreatment or bad attitude towards employees... a sales clerk, redirects, deflects, ignores, or is assertive about what is not tolerated, as needed (but never aggressively, not even if one has to declare the customer persona non-grata and call the popo for trespassing). If I was the boss, and I have been, I would insist on it.

2. Is it CSR or CRS, you used both... neither of which I am familiar. Corporate Social Responsibility, Counter Sales Register'er? Uh... Catholic Relief Services, Certified Residential Specialist, Can't Remember Sch!t? :D
He probably meant Customer Service Representative.
 
I only like old gun stores with old guns and the like , a big box gun store and most modern firearms does not suit my fancy , In most cases the older stuff is better built and has class,
I'd rather have a couple scratches than sending somthing back for a broke M I M or plastic part.
 
One of my neighbors was a FFL holder and would do transfers for me for $20. He passed-away awhile ago so I usually use Hawktech in Boise. Independence Indoor Shooting in Boise seems like a good dealer and their facility is impressive.
 
In my many travels, I'd say 9 out of 10 gun shops I've visited was some flavor of awful. Terrible attitudes, treating the female members of my family like crap, incompetent gunsmithing, being "treated" to political blather, conspiracy BS, or outright racism, etc. Years ago I gave up, did my own homework, and just transferred purchases through the least obnoxious kitchen table FFL available. Now I am a licensed dealer, so it is even less of a concern.

So, indeed, I've seen the behavior, and worse, that the original poster mentioned. I don't know why this retail niche seems to feature such idiocy, but it does.

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I get the impression that females are more often the recepient of that type of response from some men. Also some men who come in and ask all the wrong kind of questions may get the same treatment. Especially firs time buyers. I think it is often because some less experienced counter people are not comfortable answering questions in general and when somone asks a question they cannot answer they put up a defensive wall. I've been buying guns for about 50 years or so, and still come across the occasional asshat.
 
If anybody has recently been to Wade's and is less than thrilled... you should have tried to shop there about 10/15 years ago...these guys are pussycats compared to some of the crew that was around back then. However given their pricing it doesn't really matter 'cuz why go there when there are better options; one being about a 1/2 mile away.

I only go in there to use the range and the range officers seem to be pretty decent guys.
 
In my many travels, I'd say 9 out of 10 gun shops I've visited was some flavor of awful. Terrible attitudes, treating the female members of my family like crap, incompetent gunsmithing, being "treated" to political blather, conspiracy BS, or outright racism, etc. Years ago I gave up, did my own homework, and just transferred purchases through the least obnoxious kitchen table FFL available. Now I am a licensed dealer, so it is even less of a concern.

So, indeed, I've seen the behavior, and worse, that the original poster mentioned. I don't know why this retail niche seems to feature such idiocy, but it does.
Ditto the incompetent gunsmithing.
 
No doubt about it, The Gun Room on Foster Blvd. is the absolute worst in Portland. Seems like they go out of their way to act like jerks. Sometimes Keith's out in Gresham can get a little snobbish/standoffish/ignore-ish with customers, but at least they are usually pretty busy. I've waited there while the service counter guys are just jawboning with people they seem to know. Leaves a bad taste in your mouth sometimes.
I've had good luck with Sportsman's Warehouse out on 82nd Ave. The gun guys seem eager to answer questions and share their knowledge. Same for Northwest Armory out on McLoughlin Blvd. in Milwaukie. Usually pretty helpful there.
The most fun I've had in a gun shop is Lincoln City Sporting Goods on Hwy 101 in Lincoln City. The owner is a good guy who had me laughing a lot. I didn't really need anything when I went in there, but ended up buying a couple boxes of 9mm just because I liked him so much. That shop will be a regular stop on my trips to the beach.
 
1970's bought a good used Browning 12 ga from shop called Txxx Sxxx in Birmingham, MI. They moved to Southfield & I continued to go in there out of habit & proximity. Miserable people. Saw a used Ruger I liked near closing time but they wouldn't trouble to let me see or buy it. Other time saw gun I wanted but for whatever reason they hung on to it for some guy who spent more $$ in there.
I then moved to what proved to be a very dangerous location in Rochester, MI - that is, just one block from Jerry's Gun Shop. Pretty much 98% of my new purchases & some sales are done there. Saturday coffee & donuts, nice Conservative crowd. Well, liberal females would not believe how much support there was for Condoleezza Rice couple of elections back (but she didn't want the job).
 
Oh I agree with you about the employer being the responsible party. And training of counter staff is a big deal but does not seem to be covering dealing with people/customers. Managers are also not being trained in how to pass customer service principles on to their charges. I hate to say it, but I'm an old guy, first of all... my parents taught me to be polite no matter what, secondly OJT about being nice to customers no matter what was a given. What has happened to us? There didn't used to be any need for basic training on how to be nice to customers... if you weren't, the first time you got pizzy the boss would kick your scrawny lil azz! :eek:

Two questions (I think... well, sorta) :)
1. Where does your comment about common sense come into play? When I said "sensible" I meant a person with a modicum of intelligence should know that treating customers badly will not have a good result, they'll either not get the sale, create a non-repeat customer, and perhaps be chastised by the boss either in person or on a performance eval (yes, I know... restaurants don't have those, but still, places like Cabela's would, I think). Followed by a comment on customer misbehavior... what do you mean? If you've read my commentary, you know where I stand on customer mistreatment or bad attitude towards employees... a sales clerk, redirects, deflects, ignores, or is assertive about what is not tolerated, as needed (but never aggressively, not even if one has to declare the customer persona non-grata and call the popo for trespassing). If I was the boss, and I have been, I would insist on it.

2. Is it CSR or CRS, you used both... neither of which I am familiar.

1. The common sense/critical thinking part was intended to refer to individuals or businesses that should know the fallout of providing poor service whether on the part of the individual employee hired or poor business practices such as lack of proper training, support, etc and accept it instead of changing the situation. I guess I was a bit vague with my earlier post. This is just my personal opinion based on personal observations. :s0158:

2. CSR- Customer Service Representative, a position title designation some businesses use to make their workers sound more impressive than "clerk" or "Sales rep." Though there COULD be other definitions...
 
1970's bought a good used Browning 12 ga from shop called Txxx Sxxx in Birmingham, MI. They moved to Southfield & I continued to go in there out of habit & proximity. Miserable people. Saw a used Ruger I liked near closing time but they wouldn't trouble to let me see or buy it. Other time saw gun I wanted but for whatever reason they hung on to it for some guy who spent more $$ in there.
I then moved to what proved to be a very dangerous location in Rochester, MI - that is, just one block from Jerry's Gun Shop. Pretty much 98% of my new purchases & some sales are done there. Saturday coffee & donuts, nice Conservative crowd. Well, liberal females would not believe how much support there was for Condoleezza Rice couple of elections back (but she didn't want the job).
She was one of the smartest people in the NSC ever. Also a child prodigy polymath genius who somehow managed to stay humble, charming and on point. I still wish she'd have run. The country would have been better for it.
 
I'll put in a good word for J&B Firearms Sales in Beaverton, on Beaverton-Hillsdale Hwy (across the street from KFC and BiMart). I've always had great service there, even to the point of the salesmen looking up info on their computers when they didn't know the answer to my (sometimes many) questions. Their FFL transfers are pricey at $35.00 +$10.00 for first one, but then $5.00 + $10.00 for the next four. I've never had a bad experience there, and am quite happy to pay a few bucks more than I would at a big box store because of the good personal service. I also like the 'AR Wall' on the north side of the shop, which gives me something to play with when they're busy. They also take used firearms on consignment, and display them at local gun shows as well as in the shop. J&B Firearm Sales Inc

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Yes, the art of customer service seems to be dying in today's society. My first job after I got out of the service was as a camera and office supplies salesman at the Sears store on Grand Avenue. One of the first thing we were taught in the salesmen training class was the 'ten ten rule': that every customer was to be greeted within ten seconds or ten feet of entering our sales area, even if it was just a quick "Hi, someone will be with you in a minute!" When was the last time you had that experience when you went shopping?!

PS: I just noticed that they're also one of our sponsors.
 
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So have I, there is a LGS not 5 minutes from my house, have done business with the younger employees who really care about their job performance but the owner is a d!ck and an done buying there.
Yes I have confronted him and he is still a d!ck.
Exact thing happened to me....5 min from house and I had the nerve to ask mgr why I didnt see them at the gun bill hearings in Olympia......"I'm busy selling guns". I told him "You wont be for long". I travel out of my way not to go there.
 
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I get the impression that females are more often the recepient of that type of response from some men. Also some men who come in and ask all the wrong kind of questions may get the same treatment. Especially firs time buyers. I think it is often because some less experienced counter people are not comfortable answering questions in general and when somone asks a question they cannot answer they put up a defensive wall. I've been buying guns for about 50 years or so, and still come across the occasional asshat.

Last week on my range trip I was hearing this. Was using electronic muffs. Found the one problem with these is I could hear the conversations from several lanes away between shooting. Some guy was "trying" to teach a young woman to shoot. The advice he was giving her on shooting and what to buy for carry was just like the worst stuff you read. It sounded just like some gun shop guy. It was all I could do to not walk over and say something. I feel bad for the lady as she wants to learn to shoot and wants to start to carry.
 

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