Standing in line at Metro and see all these mobile tap pay flyers. So naturally Im interested. Get out my new nfc pay cell phone, launch the app, go to tap it and nothing happens. Turns out they pushed out the marketing but didnt bother to train the cashiers on it. Or the manager that was there. This is where a poor customer service experience starts. I dont care how much you make, what you place on your end caps or what sales you have. Your people, your front line, create the experience. And you need to give them the training and tools to make sure they can do that. Now this poor girl is embarrassed, the line is annoyed. It wasnt hard to just pull out my debit, but it was definitely obnoxious. Plus, the website is impossible to use. Defaults to French with no option to translate, has weird input rules, and no visible social media presence. What a shit experience.
Posted on: Sun, 14 Dec 2014 21:11:36 +0000
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