French agree: their shop staff are surly


Blackleaf
#1
A survey has found something that generations of Brits have always known - that French shop assistants are amongst the most surly, unhelpful and least knowledgeable shop assistants in Europe.

The Germans and the British top the poll for efficiency, knowledge and helpfulness.




French agree: their shop staff are surly
By David Derbyshire, Consumer Affairs Editor
(Filed: 19/06/2006)



French shop assistants are among the least helpful, least knowledgeable and most surly in Europe, a new study shows today.

German stores, in contrast, top the poll for efficiency, knowledge and customer service.

Despite our love of whingeing about appalling service and lengthy queues, Britain comes second in the poll, with the financial services sector receiving particular praise.

The findings follow a survey of six western European countries by the retail consultants Grass Roots.

More than 3,500 mystery shoppers visited hundreds of fast food, financial services, car and mobile phone shops to compare customer service.

Nigel Cover, of Grass Roots, said German stores came top on an objective measure of customer service - which included length of queuing, knowledge displayed by the staff and whether assistants smiled - and a subjective score based on each shopper's overall opinion of customer service.

"Based on performance and satisfaction, the Germans came out top," he said. "While the UK delivers an objective good level of service, the satisfaction was not so good.

"The expectations from UK customers are very high. People are more savvy than they ever were and they are going to retailers often knowing more about what they want to buy than the shop staff. The media and the internet have raised customer knowledge.

"The fact that satisfaction and performance levels for Germany are equally high suggests that customers are highly satisfied with the service they receive."

Queues in Britain, Germany and Holland were better than in Ireland, Spain and France, the survey found.

The German shop staff were said to be extremely knowledgeable and were best at closing sales.

"The French scored second lowest and lowest in every category, from the environment and the waiting time to the smiling and greeting customers," said Mr Cover. "We don't want these things to support our stereotypes, but in a strange way they do.

"If this had been an Englishman's perception of France, that would be one thing. But these were based on French shoppers' perception of the country. The French would like it to be better."

British shop staff scored well on the way they greeted customers. But they fell down on their lack of knowledge about goods they sold.

Britain came bottom at customer service in fast food outlets which suffered from clutter, untidiness and unhelpful staff, but top in financial services.

The survey also found that one customer in four was unwilling to return to a shop, or recommend it to a friend.

www.telegraph.co.uk (external - login to view) . . .
 
dekhqonbacha
#2
If French cannot play soccer, fight the war, satistify customers, what else can they do?
 
sanch
#3
Quote: Originally Posted by dekhqonbacha

If French cannot play soccer, fight the war, satistify customers, what else can they do?

They like to eat at McDoanlds. This is from todays NYT and you need a subscription. The gist of it is below.

www.nytimes.com/2006/06/20/bu...l?pagewanted=1 (external - login to view)

Quote:

But even as protesters sought to cast McDonald's as the embodiment of all that is wrong with fast food and American culture, the French never stopped eating its hamburgers. Indeed, for all the attacks on the company, McDonald's operating profit in France last year was second only to that of McDonald's in the United States.
France and the rest of Europe did not suffer as harsh a slump as did McDonald's in the United States. In fact, the strength of the French and other European restaurants helped the parent company get through the rough patch. In several quarters last year McDonald's noted that the company got a boost from its European restaurants, its second-biggest market.
In some ways, he admits, McDonald's reflects the contradictions of French society. France has opened to the world, and its companies have long adapted to global rules for selling their products. Yet for many French patrons, McDonald's remains that little piece of America. "We are an icon of the United States, and also, when you enter a McDonald's restaurant, you enter America," he said.
"It's one of the French paradoxes," he went on. "The French like to be a little disruptive, provocative. Yet at the same time they vote with their feet. We serve one million customers every year."

Quote has been trimmed
Is it a Canadian paradox as well?
 
missile
#4
No other country has a better right to enjoy a plate of french fries I am guessing this was another British survey..totally biased in favour of Britain & therefore irrelevent.
 
Finder
#5
What Blackleaf pissing on the French... how odd...
 
Queenie
#6
British staff actually greet customers? Wow, that's a new one.

It's the pot calling the kettle black on this one.
 
Queenie
#7
"It's one of the French paradoxes," he went on. "The French like to be a little disruptive, provocative. Yet at the same time they vote with their feet. We serve one million customers every year."

It's called cheap, fast, food buddy - the French don't always have time to eat the good stuff. End of story.

How bloody patronizing the McDonald's spokesman sounds. Geesh.
 
dekhqonbacha
#8
At least french can do something.
 
sanch
#9
Quote: Originally Posted by Queenie

"It's one of the French paradoxes," he went on. "The French like to be a little disruptive, provocative. Yet at the same time they vote with their feet. We serve one million customers every year."

It's called cheap, fast, food buddy - the French don't always have time to eat the good stuff. End of story.

How bloody patronizing the McDonald's spokesman sounds. Geesh.

Any local store in Europe can put together a ham and cheese sandwich as fast as anything you can get at McDonald's. Not a good argument.
 
Kreskin
#10
Perhaps the French don't like food that goes rancid in 10 minutes. Strange aren't they?

Speaking of rancid food, my wife is bringing home McDonalds tonight. Can't wait!
 
aeon
#11
Quote: Originally Posted by dekhqonbacha

If French cannot play soccer, fight the war, satistify customers, what else can they do?

Well they won the world cup in 1998, and europe cup in 2000.
 
dekhqonbacha
#12
aeon
you are like Claude Julien head coach of Canadiens.

"Par contre on a bien commence la saison."
 

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