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Customers want better staff service

Posted by: 2UE | 26 September, 2012 - 7:54 AM
Customer complaints should be addressed immediately

If you were guaranteed better service at a store, would you be happy to pay a little more? Jason Morrison reveals the findings of a customer satisfaction survey, and uncovers which stores are best for service.

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Retail king Gerry Harvey has hit back at a new survey labelling his chain of stores the worst for customer service.

Harvey Norman has come last out of ten of the country's biggest retailers, although consumer group Choice admits it used shadow shoppers at just four Sydney based stores to compile the survey.

Gerry Harvey says that method can't give a true national indiciation of his company's service.


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Blog comments Your Say

  • The Harvey Norman store I frequent gives good service, is pleasant and the staff is attentive and well mannered. I can always screw the price down and walk away thinking I got a bargain. Sure I could buy stuff on line, but if shopfronts like this become a thing of the past, where do you go to actually touch and inspect products for quality?

    Danny Dix Saturday 29 September, 2012 - 1:46 PM
  • Now I see Dick Smith Electronics has been sold for around $20 million. I went into their store twice during the last year and on both occasions walked out without having been served. I have better things to do with my time than wait 20 to 30 minutes for some sour faced "salesman" to serve me. I sure hope the new owners stir them up. (By the way, I finished up buying what I wanted via the web).

    David T. Thursday 27 September, 2012 - 3:32 PM
  • I recently purchased a Sony video camer from JB HiFi and went back 1 week later to buy another battery only to find they don't sell them, so I enquired at Dick Smith only to find they don't stock spare batteries either!
    Then I searched google, dragonimage.com.au want $96.70 for the NP-FV30 battery so I have bought 2 larger capacity Genuine Sony batteries on Ebay for for $24.00 free post from Hong Kong.
    What is the use of service when all they say is sorry we don't stock that item sir!

    Bikinis not burkas! Thursday 27 September, 2012 - 2:49 AM
  • (Sorry re-posting due to earlier typos):

    A particular Bing Lee store I experienced last year reinforced the same tepid experience the lady (who rang around 12.30pm) experienced at Harvey Norman ... sales staff sitting around refusing take initiave to help customers beyond more than "what they were employed for", or chatting amongst themselves whilst customers stood around waiting to be helped. When I finally tracked down (had to almost collar him) a staff member, he explained "the guy who's running this section is downstairs - you'll have to wait for him". It's typical of retail stores to whine (championed by Gerry Harvey) about online competition, but if a retail store refuses to provide more personal service beyond the cold reality of online shopping, why would customers bother going to the retail store? Retailers need to realise they're NOT entitled to think the Australian public 'must' or 'should' support them; they have the privilege of having customers, not the other way round. By the way, I wrote to Bing Lee about my experience; I never ever received a reply.

    Kim C Wednesday 26 September, 2012 - 12:53 PM
  • It's not just Harvey Norman. Poor service and lack of product knowledge is endemic in all brands of discount stores.

    David T. Wednesday 26 September, 2012 - 9:50 AM

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