News, Culture & Society

Leaked memo to staff from senior manager reveals department chain’s dismal customer service

A leaked memo from a senior manager to Myer staff has revealed a culture of dismal customer service.

The letter from Myer’s Executive General Manager of Stores and Experiences Tony Sutton said staff had an ‘I don’t work for Myer’ attitude.

‘Unfortunately, feedback indicates that customers continue to experience this poor level of service,’ it reads, according to news.com.au.

The memo comes as Myer slashes its prices by up to 70 per cent in a desperate attempt to reverse declining sales.

A leaked memo from a senior manager to Myer staff has revealed a culture of dismal customer service 

Empty! When a reporter visited Myer on Thursday mid-morning there weren't many staff members to speak to in certain departments

Empty! When a reporter visited Myer on Thursday mid-morning there weren't many staff members to speak to in certain departments

The memo comes as Myer slashes its prices by up to 70 per cent in a desperate attempt to reverse declining sales 

Customers were being left frustrated at being ignored by these staff members unless their enquiry related to the company they worked for

Customers were being left frustrated at being ignored by these staff members unless their enquiry related to the company they worked for

The memo, dated May 14, is focused on what Myer calls ‘brand partners’ – staff who work in Myer stores but are actually employees of other companies such as Dyson, Nespresso and Cue.

Customers have been left frustrated after being ignored by these staff members, unless their enquiry related to the company they worked for.

‘An ‘I don’t work for Myer’ attitude, where brand partner team members refuse to assist customers in Myer stores is unacceptable. We expect Myer and brand partner team members to work in partnership in store, operating as one team,’ the memo read.

Mr Sutton said anyone failing to meet the standards risked losing their job 

Mr Sutton said anyone failing to meet the standards risked losing their job 

The memo comes as the struggling retail giant slashes prices for a mid-season sale 

The memo comes as the struggling retail giant slashes prices for a mid-season sale 

‘Unfortunately, feedback indicates that customers continue to experience this poor level of service.’

Mr Sutton said anyone failing to meet the standards risked losing their job. 

Executive Chairman Garry Hounsell said in March the company would have a ‘renewed focus on product, price and customer service’.

The memo comes as the struggling retail giant slashes prices for a mid-season sale.

‘We have two major sales a year, one on Boxing Day and this is the biggest mid-year event across stores,’ Myer executive general manager Tony Sutton told news.com.au.

Mr Sutton said prices will be lowered in all departments, but particular discounts including winter apparel, lingerie, men’s suits, cookware and bed linen.

He highlighted deep discounts on Circulon cookware, 30 per cent off all lingerie, 40 per cent off men’s suits and savings on brands such as Marcs, Basque and Piper. 

With winter imminent, bed linen was a favourite purchase, Mr Sutton said. 

Just last month, Myer’s CEO Richard Umbers stepped down from the top job after shares plummeted 69 per cent during the three years he was in charge. 

Homewares was also similarly empty with the reporter having to do two laps of the expansive area before finding a manned cash register

Homewares was also similarly empty with the reporter having to do two laps of the expansive area before finding a manned cash register

Mr Sutton said that prices will be splashed in all departments but particular discounts including winter apparel, lingerie, men’s suits, cookware and bed linen 

 



Read more at DailyMail.co.uk


Comments are closed.