Best Buy & Geek Squad Policies

[Miranda]

Now if only I weren't so burnt out about life in general, things would be great!!! That's okay....here in 10 weeks, I get to take 6 weeks off from the world and work!

[Nokia]

I just always remind myself that there are 1000 times as many satisfied customers as I see on this forum. The only thing that gets tiring is seeing things like "I bought 5 million dollars in merchandise in the past milennium at your store" or "I am gonna tell everyone I know, so you guys just lost the entire state of Nebraska!" or "I'm going to CNN with this!"

I have no problem with customers with legitmate concerns who act civil.

[Miranda]

Yes, but that's true with any company. When I worked for AT&T, for every 100 calls I had that were civil, and understanding of the policies, and that I didn't make the rules, I'd have at least one or two that was rude, hateful, and with an "It's my way or the highway" attitude. 

I don't think that anyone who has had a poor experience with a company, ANY company, is at fault for going to one of those consumerist locations, like the BBB or their local news station or whoever. It may result in their issue being resolved. Same with coming to the forums. Give them a place to vent, give us an opportunity to make it right.

[Nokia]

It's a last resort. If you haven't tried multiple avenues of conflict resolution, then you have no business making threats.

[UncleBubba]

  Miranda, Thanks you are what's needed to make these sites worthwhile and helpful to the best Buy Community.

  Nokia, I think you have nothing but the best intentions at heart but if your going represent Best Buy on this site then you need to understand that you are here exactly as miranda stated to allow irate customers a chance to vent.  When they are done they will calm down and then the serious dialogue can start.  If you can't handle them venting then you really need to take a break from the site.  It's in the best interest of the your company and the customers.  At this point in time, after reading through several of your posts it's easy to see that you do very little more then further infuriate most situations.

[UncleBubba]

  This may be an honest oversight on your part but you announce yourself as a Best Buy employee on a regular basis in the forums so I find it hard to beleive that you would want to come off as anything other then that.

  A part of customer service is trying to make good return customers out of diss-satisfied ones even if it means giving them the chance to vent.  Some do and some don't, and yes I would bet that if you had the chance to speak to the corporate member that instituted this board you would find that it is exactly why it is here is to give customers a chance to be heard, and not inside a store raisin the roof with other customers around to listen.  In here it's almost all un-happy customers so it's safer to have us segregated in here to voice our thoughts then it is having us in a store doing it.  So yes this is the appropriate place to vent for those that feel the need to.

Read closely the postings of the BBY team, they have turned the art of apology into a proffession.  They know the fact that the biggest part of settling a dispute is to start by breaking down the walls and easing the emotions.  This is not done with hard words and criticisim, it's done by associating yourself with them.  Read their stuff it's good.  In this thread alone the association was the fact that Dorothy or one of her relatives has large hairy dogs so she understands what it's like to be without a Vacuum cleaner.  That's called associating yourself with the customer, it's a huge part of sales and customer service.  You will not find any posts by these people being harsh or critical of any poster on this board.

  Even this thread and this post.  Your trying to defend yourself from a customer that is merely offering suggestions and attempting to do nothing more then help the company that a few days he hated.  Still don't know if I will ever return to Best Buy for anything but I still feel for the other customers on here and think they deserve nothin but the best treatment.

[Miranda]

Exactly right. On our end of things they call it "Establishing Rapport" with the customer. Basically, make the customer feel at ease, and like you are someone they can relate to. Even if you can't understand where they're coming from on a personal level, at least try to sympathize with them.

A lot of times, people just want an apology and the situation corrected if they feel they've been wronged in any ways. Customers want to feel that they are more than just a way of providing a paycheck to the employees of a store. Plus, 9 times out of 10, if you treat a customer with respect, the customer is more likely to be civil. It's all about the Golden Rule...do unto others and all that good stuff.

[Miranda]

I don't mention it in my signature either, just that my opinions don't reflect the company. I have mentioned it frequently that I am, but not every person who I respond to knows if I may or may not be an employee.

[Elizabeth-BBY Community Supervisor]

Hello all,

While we welcome differing opinions, please remember that we ask everyone to remain respectful to other users at all times.  Throughout the forum, if you find any posts to be disrespectful, you may certainly click on the option to "report abuse to a moderator", and my team will look into it.  Please keep further discussion on this thread related to the customer service issue at hand. 

Thanks,

[UncleBubba]

  Thanks for opening it back up Elizabeth.  If there is something on here that does not meet these guidelines please let me know so that I know what not to do again.  My intent here is still on the subject of customer service suggestions which is what the thread started out to be and I hope that nobody has misinterpreted anything I have said.  It was all intended to be constructive for customer service and not a personal attack on anyone.  I honestly never had any one person in mind for the positive or negative opinions here, just overall views on the replies I have read throughout the board.

  In the interest of future customers here I did see this as a necessary conversation though.