Refusal to a request to advise according to the characteristics of the goods exposed in the department of "Paints" received a visitor of one of the major construction stores in the Ivanovo district.
According to a resident of Ivanov, the bold seller-consultant first referred to the queue from customers, and when, finally, she came up, he said to the girl: there will be no advise. And in general, will cause CHOP guards.
The shocked visitor wrote a claim to the actions and behavior of the young seller in the store's service area. Later by email received an answer from the manual.
I would like to bring your apologies for the behavior of our employees on behalf of our staff, really, it is unacceptable for our company.
An explanatory conversation was held with the staff and explanations on this situation were taken, disciplinary recovery was made in the form of comments, and additional customer service training was appointed.
We thank you for feedback, because we saw another zone of our development and we will strengthen the training of our employees in this direction.
We are in touch with you 24/7 in social networks of our store and are always individually approaching the problems of each of our customers.
We hope that you will remain our client, and we will do our best to leave the next visit to leave only a positive impression.
This is a specific situation that was resolved peacefully. And in morestally, the competent standard leadership response, which is designed to calm the upset and indignant buyer.
"Ivanovo news" decided to find out how to a buyer competently enter such a situation? How worthy of behaving and react?
The editors requested consultation from specialists from the Office of Economic Development and Trade Administration of the city of Ivanovo.
"The Seller in accordance with Article 10 of the Law" On Consumer Protection "is obliged to provide a timely to the consumer with the necessary and reliable information about goods, ensuring the possibility of their correct choice.
In case of failure to provide the seller of such information, Article 12 of the Law "On Consumer Rights Protection" provides for responsibility, including compensation for damages.
If the conflict with the personnel of the trading point fails to be resolved by agreement, we recommend contacting the head of the store, which can take appropriate measures to the seller, including attracting disciplinary responsibility, "experts clarified.
In addition, the buyer is also entitled to complain to the territorial separation of Rospotrebnadzor to attract the violator to administrative responsibility.
If the administrative method could not solve the problem, the Civil Code of the Russian Federation has established a civil-legal way to protect the rights, honor and dignity of citizens - in court.