Here on the 2nd I'll officially be leaving electronics, and will be in charge of Fine Jewelry. I've had one day off in the past three weeks due to training, so that's why you haven't heard from me at all. Been busy... Really looking forward to taking on a real management position, and becoming more involved with the company. As some of you know I am currently the Sears.com Manager along with my position in Electronics. All my e-training is done now, so I'll be getting together with a previous manager of Jewelry to do some hands on training. One of the associates working in Jewelry is switching to a different department, so I'm going to have to hire a new person right away.
I've missed seeing you around here!
I hope the new position will work well for you. Good luck with the managerial work and with hiring the right person.
How is that going? Is that why I haven't talked to you since you started this thread?
Still busy all the time. Old store manager switched stores, and I really don't like the new store manager. Neither does anyone else. He's all about negative reinforcement. Thinking maybe it's time to move on to something better...
You guys might get a laugh at this one...
Quote:Please wait for a Sears agent to respond. This chat may be monitored or recorded for quality assurance purposes. Your average wait is 1 seconds. Thank you for holding.
You are now chatting with 'Adrian'. How may I help you?
Adrian: Hi, my name is Adrian, and it's my pleasure to assist you today as your Personal Shopper. May I have your name please?
you: My name is Matthew -------
you: Jewelry manager at Sears ----
you: I'm looking at the selection of jewelry available on the website
you: that is not in our store
Adrian: Matthew ------, how may I assist you with jewelry today.
Adrian: May I have the item # ?
you: I see many items online that would sell good in store
Adrian: Please provide me the item in specific, so that I can find the information for you.
you: 04422710000
Adrian: Thank you.
Adrian: I am sorry, I am unable to locate the item. Please check the item # one more time.
you: 044 is the div try just 22710
Adrian: click here
you: Any luck?
Adrian: Is this the item you are referring to ?
you: Does that look like jewelry to you? HAHAH....
Adrian: May I have the item name?
you: 1 cttw Black Diamond Stud Earrings in 10K White Gold.
Adrian: click here
Adrian: Is this the item you are referring to ?
you: Yes.
Adrian: May I have the zip code ?
you: ------
you: ------------ Sears
Adrian: I am sorry the item is out of stock. The stock will be back soon.
Adrian: I apologize for the trouble you are facing with your item.
you: Is it a new item?
Adrian: No, the same item.
you: Not what I was asking... How long has Sears carried this item?
Adrian: We don't have any information in this regard.
you: Can this item be sent to my store when it is in-stock?
Adrian: Yes, it can be sent to the store.
you: I would like to build a better selection in the department to increase sales.
Adrian: I will forward your suggestion to concern department and the necessary action will be taken to fulfill our customer needs.
you: Which department would that be?
you: I need to have multiple items sent to my store not just this one
Adrian: Sure.
you: I have tried this through help ticketing system without much luck
you: I basically had to talk the person into sending a ring that was "not in our assortment"...
Adrian: Thank you for waiting. I'll be with you in just a moment.
Adrian: I am sorry, we will not be able to provide you any # because we don't have any access to those information.
you: How are you going to forward to a department then? If I give you a list of items I want in my store will you get this list to the correct department that will order the items for sale in my store?
Adrian: I'm sorry for the delay. I'll be right with you.
Adrian: I will escalate to my supervisor, he will forward to the authorities.
you: Will I be talking to your supervision now, or yourself?
you: You have been very helpful Adrian.
Adrian: Is there anything else I can assist you with today?
you: I need to go through the selection and copy the item #'s to you
you: to build a selection
you: Is this possible?
Adrian: Yes, please go ahead.
you: Ok.
you: 1 cttw Black, Champagne & White Diamond Band Ring in Sterling Silver
you: No item #. It says "New Item"
you: Is it possible to get new items such as this sent to the store?
you: I find a lot that do not have Sears specific item number, or say online only
you: Can these be sold in the store?
Adrian: I will be right with you.
Adrian: Its only online however I will escalate the issue to the authority. That the suggestion was given by the customer.
Adrian: Is there anything else I can assist you with today?
you: Adrian if we were to get disconnection or need to speak again how can I contact you directly?
Adrian: Its not possible to contact me directly.
you: That is why I was asking if I can contact a department directly to do this
you: I highly doubt the next person I try to work with will be able to help
you: Please ask your supervisor.
you: 04422041000
you: 04435276000
you: 04422079000
you: 1/2 cttw Black and White Diamond Flower Ring in 10k White Gold
you: 1/2 cttw Black and White Diamond Flower Ring in 10k White Gold
Adrian: Thank you for the information.
Adrian: Please contact us at 1-800-549-4505 for further queries. I will do the best to help you.
Adrian: Thanks for chatting with me. Please take a moment and click here to fill out an Exit Survey. We greatly value your feedback! Thank you for choosing Personal Shopper today; we appreciate your business. Good bye!
The link he first posted on the chat was for a portable shed! HAHAHA.....
The number he gave me is to the customer technical support. Talked to a lady on the phone for 20 minutes who then gave me another number saying this department would be able to assist me. She couldn't comprehend what I was telling her. Several times just as in the chat she says she'll ask her supervision. Then on hold for minutes. Finally I ask to speak directly with the supervision. She then says he isn't available... The number she gave me was for credit central customer support!
So even the inside channels in Sears are as lousy as their customer support centers? The one I went to with my dad once could do absolutely nothing without a part number. He asked "do you carry this: (described item)" and they basically said "We have no clue what we're talking about, give us a product number." Of course we didn't have a product number.
Was that actually for staff though? Sounded like it was for general consumer use.
The chat is online support for the Sears website. They are called personal shoppers... Most of the times you call for support the person is barely capable of even helping. Notice how the replies are so automated? Same on the phone. It's actually rather strange...
Only a few more days left until the holiday rush is over. Can't wait...
Good luck! How have sales been?
I'm up around 25% for the month compared to last year. Very busy all the time. I literally have no extra time to do what needs to be done...
Well it sounds like you are doing a very good job as manager. Have you been acknowledged as improving the department by anyone above you or by any of the other managers?
Congrats.
Actually, no I have not... A big part of my issue with Sears right now is other managers.
That's disappointing. It seems like with the numbers you're seeing you should get some sort of recognition.