There’s nothing more refreshing than knowing there are companies out there that are actively listening and care about their customers’ feedback- companies with management that takes swift action and proactive enough to do the right thing.
I was surprised when I received a call today from a top manager at United Colors of Benetton regarding an incident with a store employee at their Kaslik branch I had blogged about yesterday. He had read my post and immediately looked into the matter. In fact, he had looked into the matter so thoroughly that he was able to track me through the purchase I had described in my post.
He courteously explained to me how appalled they were to learn about the unprofessional behavior of the sales girl who in fact was not a manager and how this incident in no way represents United Colors of Benetton’s culture or values. After hearing her side of the story, they have fired the sales girl and taken all the necessary arrangements to ensure this is an isolated incident and I believe they will. They have even gone as far as offering me a gift voucher at their store which I have graciously accepted.
I can’t tell you how relieved I am to know that there are still big organizations that can take negative criticism and turn it into something positive. I always try to come up with great case studies about how social media has evolved the way brands engage with consumers and I finally have one of my own. I take it back- I will definitely be shopping at United Colors Of Benetton again!
Iman says
fired the sales girl? seriously? hope u r happy with ur lovely customer service :p
Ivy says
I never asked for the girl to be fired nor was I part of the decision making process, I just claimed that I would no longer be shopping at the store. I was contacted by management who informed me that they had investigated the incident with staff members present and confirmed the events that took place. If you read my post carefully, you would notice that I was not being mean or rude to her, I simply demanded I be treated with the same respect I have shown her and getting my right to good customer service.These incidents happen to everyone all the time, some brush them off and take what they can get- I just have a blog and get to share them with a lot of people, that’s a choice I’ve made, I don’t think that makes me mean, I’m sorry you feel threatened by my character in “real life” 🙂
Alf says
Its weird how always these bad incidents happen with you. We’re only hearing ur side of the story but donno why but I have a feeling that you are really mean in real life.
Lebanese Fashionista says
If I had a dollar for everytime a vendeuse was mean to me here they all have so much attitude and like Ivy said we always have to be the ones that say hello it makes me not want to even be in the stop anymore
Albert says
Let’s fire them all!
Joseph says
I think you did the right thing Ivy.
People here put up with too much shit in their everyday lives and never complain or do anything about it. And then they wonder why the country never seems to move forward.
maya says
These incidents happen daily in Lebanon and I don’t know why sales girls and managers ,but mostly ales girls are so rude, I mean it’s not the customer’s fault if they have a low salary ,and all their anger comes from inner frustration , it not only happens in chains but also in single retails ,and yes Lebanese sales girls should learn some manners before getting hired
Alice says
similar experience in H&M! I went into the Hamra store looking for a jacket and didn’t find my size so I asked one of your employees to check other branches. Well of course he disappeared for a good 20 minutes with no return. Upon asking another employee about what happened, he turned to a colleague and the colleague said “whatever just tell her there aren’t any”. I then told the said person I would like someone to go check and he told me “whatever you’ll get the same answer from him, there aren’t any.” Becoming frustrated I told him “shu 3am nel3ab hon I would like to buy a jacket and want to know where it is available” he turned around gave me the worst look and said “badek tel3abe ma3na?”
Rabih says
so ivy are you gonna go back to shopping at UCB? and that branch in particular?
l_immigrant says
That’s because the concept of “customer service” is apparently still foreign in Lebanon. I live in the U.S. and I am so used to being greeted pretty much everywhere and being asked whether I found everything OK., if I needed any help or if any associate helped me while shopping… However, while I’m in Lebanon, the country that ” is known for hospitality”, I feel so uncomfortable asking an employee for help. Once at a well known grocery store, I asked an employee about the location of a certain item. Instead of running to help me like she should, she did not move her lazy ass, not even said a word. She just gestured with her pouty lips that she did not know. I think I was even stupid enough to thank her! Once at a restaurant, we were somehow told not to stay long as soon as we sat down. I don’t even remember why. Another time at a restaurant overseeing “sakhrit lrawche”, we could not be seated on the patio if we did not want to order mezza and dinner and basically pay more. The list goes one and on and on…. Let me guess, some lebanese are reading this and not seeing anything wrong with these stories. Let me tell you one thing: Ghalat tet3awado 3al ghalat!!!!!!!!!!
One thing that made me so happy recently, was firing the MEA employee over her racist comment which falls under terrible customer service. OH MY!! that made my week!!!!!!!!