accountability and customer complaints and write ups be carefull

Posted in the Walgreens Forum

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1 - 13 of 13 Comments Last updated Jul 6, 2012
hard working mgt

Tucson, AZ

#1 Jun 27, 2012
So I been informed that now all the customer complaints will be log now electronically to our new electronic employee file so when a customer calls in a complaint it will go in our computer file that Lp dm can access from district office ect. Also I was told that if it was really you're fault you will written up and that record would stay in that file so no more paper all computerized system. And the company is really serious about it Now Customer Service is the number one priorty so after you get you're complain and you end up getting written up for it next one if it happens in the next 30 days you're out.....
NICE

Euless, TX

#2 Jun 27, 2012
hard working mgt wrote:
So I been informed that now all the customer complaints will be log now electronically to our new electronic employee file so when a customer calls in a complaint it will go in our computer file that Lp dm can access from district office ect. Also I was told that if it was really you're fault you will written up and that record would stay in that file so no more paper all computerized system. And the company is really serious about it Now Customer Service is the number one priorty so after you get you're complain and you end up getting written up for it next one if it happens in the next 30 days you're out.....
Buy 3 pay as you go phones and call in and file complaints about the same person!!!

Since: Mar 12

Location hidden

#3 Jun 28, 2012
I noticed that there have been no customer surveys printing out on the bottom of the receipt - at least in the pharmacy for a few weeks. I wondered what was up with that.

I figured we had new employee numbers so we could work in multiple stores using the same number.

If the customer complaint procedure is changing, when they were going to tell us?

Since: Mar 12

Location hidden

#4 Jul 3, 2012
I happened to come across the article below which talks about Boots customer loyalty and how they collect, analyze, and use customer feedback.

"Trust Boots to succeed"

(From http://www.ngretaileurope.com/article/Trust-B... )

Some text follows:

...
Both staff and analysts commonly attribute the success of the brand to two things: a strong history of strategic partnerships, and the company's well-developed reputation for excellence in customer care among the British public. The diversified product base, combined with the attractive and convenient facilities of the local pharmacy, have helped to establish Boots as one of the most popular in the UK market. Gourlay explains that, for Boots, the "customer is very much at the heart of the business strategy", a value that he holds dear as a leader; it was Gourlay, for example, who was responsible for developing the re-brand of 1000 Your Local Boots Pharmacies. He highlights that responding to customer demands swiftly is key to a retailer's success. "We have had the confidence to invest in the customer, which has rewarded us with customer loyalty, particularly during this tough economic climate," he says. "Increasingly, customers now expect businesses to be responsive to their feedback and suggestions. At Boots we take customer feedback very seriously."
Securing customer loyalty has undoubtedly gone a long way to securing the success of the company.

"We continue each week to analyse over 25,000 customer responses to in-store marketing surveys to better understand our customers' evolving needs," Gourlay explains. "We are pleased that our customer care numbers improved year-on-year as a result of our ongoing focus on key areas that we know are important to our customers." These include value for money, speed and ease of payment, the availability and approachability of staff, and the time it takes to get a prescription. As a result, says Gourlay, "unsolicited customer compliments more than doubled."

Undoubtedly, strategic partnerships have provided a huge boost for the Boots brand, allowing it to penetrate new markets and increase revenues. Ultimately however, it all comes down to the customer, Gourlay says. "Retailers should remember that the customer must remain at the heart of everything they do. They should try to be as transparent as possible and deliver on promises made. Customers today are in fact one of a company's most powerful marketing assets as word-of-mouth endorsements have become even more important given the growth of online forums, blogging, review sites and things like that. We remain committed to making high quality healthcare more available and accessible, and although we are planning for consumer demand across Europe to remain subdued, we are confident about our prospects for the year ahead."
...

Since: Jan 12

United States

#5 Jul 3, 2012
hard working mgt wrote:
So I been informed that now all the customer complaints will be log now electronically to our new electronic employee file so when a customer calls in a complaint it will go in our computer file that Lp dm can access from district office ect. Also I was told that if it was really you're fault you will written up and that record would stay in that file so no more paper all computerized system. And the company is really serious about it Now Customer Service is the number one priorty so after you get you're complain and you end up getting written up for it next one if it happens in the next 30 days you're out.....
Aka: PIP (performance improvement plan)

sek

Since: Mar 12

Location hidden

#6 Jul 4, 2012
I'm confused. No more 1800 # to tell us how we are doing? No more 9s?
c-o-d king

Houston, TX

#7 Jul 4, 2012
i was told that if you have enough surveys filled at a certain time of the month, it won't print as many. now if your not at a certain percentage, it will print more surveys
MGT-FOREVER

AOL

#8 Jul 4, 2012
Recently I had my yrly. review. I sat down with my manager and we discussed my progress based upon a new revised review form. This is not the review I had last yr. These are not the criteria my manager last yr in a different store gave me to work on for the year. The form and text of the review used last year was no where to be seen. The Manager didnt even have a copy of last yrs. review on hand to go over with me.
Even though I had a good grade on my review... will someone please explain to me how this is fair?
I was being measured by a system that was not there last yr.
Again, I dont think this is fair... I dont think this is the way to make your employees ENGAGED either. It really instills trust in the company at a time when we need it most!
just me

Gilbert, AZ

#9 Jul 4, 2012
resigned a year ago and have been applying and stores have been hiring tohers,considering I was a previous employee, am wondering if there is discrimination? Just a thought-although I noticed theya re hiring very young and inexperienced males and females==can someone please give me some clues/ideas ?
Here For Life

Katy, TX

#10 Jul 5, 2012
MGT-FOREVER wrote:
Recently I had my yrly. review. I sat down with my manager and we discussed my progress based upon a new revised review form. This is not the review I had last yr. These are not the criteria my manager last yr in a different store gave me to work on for the year. The form and text of the review used last year was no where to be seen. The Manager didnt even have a copy of last yrs. review on hand to go over with me.
Even though I had a good grade on my review... will someone please explain to me how this is fair?
I was being measured by a system that was not there last yr.
Again, I dont think this is fair... I dont think this is the way to make your employees ENGAGED either. It really instills trust in the company at a time when we need it most!
. Do you remember doing a PPL where you reviewed and acknowledged your "competences" for your position? This is where this evaluation comes from.

Since: Mar 12

Location hidden

#11 Jul 5, 2012
Here For Life wrote:
<quoted text>. Do you remember doing a PPL where you reviewed and acknowledged your "competences" for your position? This is where this evaluation comes from.
I remember coming into work, maybe last spring?, and a member of store management actually standing next to me while I clicked on everything in the PPL to acknowledge my "competencies" to make sure that it was done right then.(That was the first time I had ever seen it.) A while later, maybe a month?, I printed out the "new" competencies so I could keep a mental list of how I was meeting those requirements. By the time my review came, I was well-prepared. I was not expecting much of a raise but wanted to document the actions that I have taken to meet my new "competencies". You never know what might go down in the future.
pharm

Providence, RI

#12 Jul 5, 2012
wagslavefornow wrote:
<quoted text>I remember coming into work, maybe last spring?, and a member of store management actually standing next to me while I clicked on everything in the PPL to acknowledge my "competencies" to make sure that it was done right then.(That was the first time I had ever seen it.) A while later, maybe a month?, I printed out the "new" competencies so I could keep a mental list of how I was meeting those requirements. By the time my review came, I was well-prepared. I was not expecting much of a raise but wanted to document the actions that I have taken to meet my new "competencies". You never know what might go down in the future.
I wonder what the core competencies of the CEO is. Lower stock price, lower employee morale, cancel one of your biggest contracts, invade Europe…
VforVictory

Ballwin, MO

#13 Jul 6, 2012
just me wrote:
resigned a year ago and have been applying and stores have been hiring tohers,considering I was a previous employee, am wondering if there is discrimination? Just a thought-although I noticed theya re hiring very young and inexperienced males and females==can someone please give me some clues/ideas ?
So you are re-applying to work at Walgreens?
First off, why??
Second, on what terms did you leave? Burn any bridges? Give a full two week notice? Were you fired for something (guilty or not doesn't matter)?

When you leave Wags you are 'coded out' as either re-hireable or not re-hireable. If you are coded as the latter, just forget about Wags and move on because you won't get hired again.

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