Helston Garages Mini Exeter Local Review by Dave R, 16/04/2019
Shocking customer service from the service department. Previous visit the older chap was not bothered and dismissive.
Thought we would try again. My wife called yesterday (15th April 2019) left messages and voice mail, no calls returned. Phoned again (on speaker phone, I heard the conversation), spoke to person called himself Chris, he tried to connect my wife to service department heard him speak to a colleague and referred to my wife as "this woman."
When challenged he was dismissive and thought there was nothing wrong with this comment. He argued and then blamed my wife for making an issue out of this. No apology recieved. A clear case of unconscious bias and lack of customer training.
Natalie from service department then called who was equally unhelpful. Stated Chris said "this lady and not this women." She then whined and moaned stating she was the only person working and it's been hard to deal with all the calls, moan,moan, moan. No apology. Very poor customer service which is a repeat over the past two years.
Having had a career in business and the public sector where customer service is important, I fail to comprehend how companies still fail staff through lack of basic customer training.
Reply left 16/04/2019: Dear Dave, Thank you for taking the time to leave us this feedback. We're disappointed to hear that your experience with us was less than satisfactory. This falls below the high standards we set ourselves and that you would expect from us. We are carrying out a full internal investigation to ensure this doesn't happen again.