Your thoughts on service levels in Central Festival ? n

[toenail]

I despise going shopping at Central Festival Beach Rd...I would rather wait until I go to Bangkok where I find better customer service. A few months ago I wanted to go to Central Department store and see what shirts there were to offer. I found two (A-Lumnus brand) sporty dress shirts. No clerk around. I couldn't find size M in one but went to the dressing room and tried on the two shirts. I went back to find a M since the size L was too big. I need help, to find a size M shirt , no clerk. I opened a cabinet and helped myself in locating the size M I wanted. I was ready to pay... I looked for a clerk that covered this area and no one. I walked across the aisle to another assortment of brand names but they could not wait on me... So I went back and roamed around and found a clerk sitting on her chair playing a game on her phone I asked if she worked here (she had an ID tag on) and she didn't understand me- gives me that blank look. I said to her, "IF you work here, you should be helping customers , not playing a game on your phone." She wanted me to hand over the two 1800 baht shirts to tally up but I walked over to the general cashier and had someone else take care of me. After that I went to customer service on the 3rd floor and wrote out an official complaint. I talked to one of the office clerks (of course, very pleasant and professional) and she said the sale clerks do get a commission. (I was thinking they did not since they are not very aggressive in selling items.) Also she said Central Dept.store does a basic English program with all of their workers. (Well this clerk I encountered either was playing "ting-tong" or skipped her lessons). I also learned it is harder to get the same "quality" of help than in Bangkok (No surprise there.) In my written complaint to customer-service I stressed the importance that Central Department store train their employees about taking care of customers, and since most of the clientele speak English as a second language, it is important for the clerks to understand basic English or have a few clerks that do understand English to wear a tag "I speak and understand English.
I think the more of us who live /work in this area officially fill out a customer's complaint form, things can change. Right now Central Department store is clueless about their poor service. (I love it when I go to the men's underwear section and I have 3-4 giggling clerks all surrounding me. PLEASE, I want to look alone!

Next- Power Buy is another one that lacks good training for their employees. I live it when I ask where a certain item is, and the clerk will point in the air and say, "there". ??? I have no idea what aisle or shelf she is pointing to. I like the "Walmart" approach where they will escort you to the aisle where your item is. Again, they need clerks who can speak English, to wear a tag, "I speak and understand English." Last time I was there I had to ask 5 different clerks before one could understand English. The best laugh I ever received was a couple years ago when I complained to the assistant manager at Best Buy why I have to wait so long for a sales clerk, it had been over 20 minutes, he said, " If you do not like, then go to Bangkok."

Yes, you can construct a building to look trendy and slick to give the impression one is in Tokyo, Singapore, or London...but as soon as you need help from a clerk, you know you are in a developing country. I think language is a minor problem of the lack of customer service in Pattaya, I feel it has to do with poor training, lack of role modeling -(do Thais observe good customer service in their country?), and a laid-back attitude --"if I lose my job, I will go to another 300 baht a day job where I can sit on my arse and play games on my phone..." I was amazed last year when I was in Bali and how well trained the clerks were. Most were from Jakarta, but English is not their main language but they seemed to have more motivation and personality to wait on a customer.

Yes, when I was in college, I worked in a men's department store for a couple years (I was trained how to approach customers, how to get them to buy more --I was on commission) ; I also worked in fast food restaurant when I was high school age and we were taught to smile and say, "Have a great day..." -fake, yes- but better than a snarl or a cashier looking at her phone. But all of this good service depended on the manager that was working that day, keeping his/ her eye on his/her employees. Maybe in this culture you ignore poor workmanship with your employees.

Added note: when I do run into great customer service in Pattaya, I make an effort to tell the sales clerk I appreciated their help, and "you number 1" It certainly makes their day; for, their boss never says anything positive to them.

Edited February 14, 2015 by toenail

[Jingthing]

Yes ... I have had similar experiences in both Central department store and Power Buy there!

Just to mention, I have recently bought some large items from Index Living Mall and the customer service was excellent (even with some language problems the GOOD ATTITUDE and motivation to really help was very apparent)! One major item I would have bought at Central but the customer service was so atrocious I just couldn't get it done. I also asked if they get a commission and was told yes but very small, maybe that's part of the problem, the money isn't big enough to really motivate.

Edited February 14, 2015 by Jingthing

[champers]

One should expect that the service one gets at Central matches the service one gets when one shops at Harrods. What ho!!

[Jingthing]

One should expect that the service one gets at Central matches the service one gets when one shops at Harrods. What ho!!

Did anyone say they have such an unreasonable expectation? If so, I must have missed at. Often the service is so bad that it makes you want to or need to shop somewhere else. So this isn't only a problem for the customers ...

[jixuso]

I once had an excellent meal at Sizzler. As I was paying the cashier, I felt she was a bit curt and she did not wai, which is customary. I noted her name and sent an email to the GM. He apologized profusely and replied that he wanted my address to make restituation. About a week later, 600 baht in gift certificates and a booklet of coupons arrived.

[Chwooly]

I have been reading this thread and it seems to me that everyone forgets what it is like in our own countries. I can't tell you how many times I have been in a Best Buy, Walmart, Target etc etc where the staff is usually very young and more interested in their phones or chatting with other workers then helping customers.

I think maybe it seems worse here because of the added lack of language skills on the part of the staff. But then again how many stores in the US/UK/Australia have tags on their staff that says I speak what the most common tourist language is? Even in the tourist areas. I have never seen a language tag in any store in or around Broadway in New York, at Fisherman's Wharf in San Fran, or anywhere around the mall in Washington DC. Why do we continue to expect anything different here?

[stat088]

My thoughts. Terrible service. I will never go there again.

[ROBINPATTAYA]

I was in Boonthavon, I walked up to a group of staff talking & counted each one out aloud in Thai. When I stopped at 11, one of the group asked if she could help. In fact, she was very good at her job, just getting her to do it is the problem. It annoys me when they greet you at the entrance but nobody knows anything.

All show, no substance, typical of Thailand

[tropo]

Yes, sir, this has been my experience at Central Festival as well and especially the comment on the staff at Central Dept. Store is right on. I'm also not impressed with the Central Dept. Store staff in BKK either for that matter as no one ever seems to be able to assist you - language notwithstanding...I'm not sure if Thai customers are treated with the same indifference or not but I suppose they are...My other two pet peeves are when staff cluster themselves together chatting and giggling instead of making themselves readily available and when the staff are grooming themselves in the large mirrors around the store. This goes on big time when the store first opens - seems there was no time to put the make-up on before they left home. One guy was even looking up his nose for hairs - all in public view. I wonder if this is condoned by management as it goes on a lot. By the way, this also happens in other SE Asian countries as well.

If I have a choice between staff hard to find or staff walking around behind me, I'll take the former every day of the week. I spend a lot of money in Central and like shopping there because staff seldom bother me. I don't particularly like shop staff smiling at me and walking around behind me. I've found good and bad staff in all the shops I frequent, and you must consider staff turnover, so the situation can and does change overnight.

Powerbuy, for example, is a great place to shop because you can manhandle the merchandise all day long without anyone bothering you. I've never had any problems getting a staff member to serve me if necessary. It's not too difficult to grab one and point to the item you want to buy and say "I want to buy this". If you need detailed information on any items you're better off getting the info off the net. I've also never had any problems getting exchanges or service under warranty. It's nice to shop at places where the staff don't care if you buy or not. If you have a difficult time communicating with a particular staff member, find another one. There's usually at least one staff member who can communicate in English.

[tropo]

I despise going shopping at Central Festival Beach Rd..

Whereas it's my go-to place to shop for just about everything. I think it comes down to individual personality of the shopper.

One must consider that for many items there aren't alternatives in Pattaya.

[MZurf]

2 weeks ago I had my hair-cut at a salon in Big C central Pattaya.

How about this for Thainess.

About 80% into my hair-cut the guy just walked out of the salon and did not return.

So on a "customer-service" scale, I'd give "Zero".

Wow.

How did that end?

I assume someone else took over and finished?

Yes, do tell, that's a fascinating story. Did someone finish the job or did you have to leave without a "happy ending"? I'm assuming you were charged the full price anyway!

Edited February 14, 2015 by MZurf

[MZurf]

I despise going shopping at Central Festival Beach Rd..

Whereas it's my go-to place to shop for just about everything. I think it comes down to individual personality of the shopper.

One must consider that for many items there aren't alternatives in Pattaya.

True. One must remember that Central is the very symbol of wastefulness for the minimalist living/frugal crowd.

[Jingthing]

2 weeks ago I had my hair-cut at a salon in Big C central Pattaya.

How about this for Thainess.

About 80% into my hair-cut the guy just walked out of the salon and did not return.

So on a "customer-service" scale, I'd give "Zero".

Wow.

How did that end?

I assume someone else took over and finished?

Yes, do tell, that's a fascinating story. Did someone finish the job or did you have to leave without a "happy ending"? I'm assuming you were charged the full price anyway!

Supposing it's a one man shop and the cutter walks out and doesn't say anything. How long do you have to wait before they return to just leave without paying? Supposing you do leave and you are caught on the streets with the tell tale BAD HAIRCUT ... will you be sent to the Monkey House?

[MZurf]

I once had an excellent meal at Sizzler. As I was paying the cashier, I felt she was a bit curt and she did not wai, which is customary. I noted her name and sent an email to the GM. He apologized profusely and replied that he wanted my address to make restituation. About a week later, 600 baht in gift certificates and a booklet of coupons arrived.

Giving your address like that is something I would never have done. I even hesitate to send back food to the kitchen if they have messed up the order since I know very well what can happen when the cook is being told his/her food is so crappily prepared that it's inedible. Especially in a face obsessed country like this.

[tropo]

I despise going shopping at Central Festival Beach Rd..

Whereas it's my go-to place to shop for just about everything. I think it comes down to individual personality of the shopper.

One must consider that for many items there aren't alternatives in Pattaya.

True. One must remember that Central is the very symbol of wastefulness for the minimalist living/frugal crowd.

Actually it really is the only place to get many items.

I'll give you an example: My wife and I were to visit NZ for a month and she needed fashionable, XS sized cold weather clothing. Not warm, cheap, over-sized rags as is available at the markets and other shopping centers arcound Pattaya, but something my wife would feel proud to wear for a first meeting with my family.

Central provided us with a decent wardrobe for the occasion and we even got some good bargains. Such clothing is not even available in NZ unless you visit children's clothing stores.

Who cares if the staff are not sucking up our behinds while we shop - we can get what we need.

Edited February 14, 2015 by tropo

[LuckyLew]

We were in Central Pattaya yesterday and had no issues

Had a coffee and a bite to eat at Black Canyon, good service with no issues and surprisingly saw no staff playing with their phones

Also asked the concierge/information desk where to find a certain store and she pointed it out with a smile

[Kaoboi Bebobp]

We were in Central Pattaya yesterday and had no issues

Had a coffee and a bite to eat at Black Canyon, good service with no issues and surprisingly saw no staff playing with their phones

Also asked the concierge/information desk where to find a certain store and she pointed it out with a smile

Black Canyon is definitely one of the better businesses for service and consistency. The staff seem to be well trained and tend to stay longer. Some of the staff at Big C Extra I've seen for several years.

Edited February 15, 2015 by Kaoboi Bebobp

[MrWorldwide]

Thanks for the feedback, folks - pro and con - some interesting insights here.

[MZurf]

One suggestion; if it's good customer service you're after then for Buddha's sake don't go there during the weekends, when the regulars are off and the school kids are on. The regulars can be bad enough but they are way better than the weekend phone fiddlers.

[peterb17]

Personally I've found the service to be pretty good- they try hard, but product knowledge in Central is not so good- but always with a smile .

I have eaten in McDonald's once -it's not exactly the Ritz-so expect crap service.

[SheungWan]

There are all those restaurants upstairs and the OP is venting about Macdonalds as the typical Central Festival experience.......

[tropo]

There are all those restaurants upstairs and the OP is venting about Macdonalds as the typical Central Festival experience.......

Talking about upper level restaurants.... may I suggest that prospective diners only use them during quieter times of the day or week. If you go there on a Thai holiday, weekend or peak hour any day of the week you could be in for a disappointing dining experience.

I've had great and very bad service in most of the restaurants on the 5th and 6th floor. Hachiban Ramen 8 is a notable exception - the service is always good. There could be some other exceptions too of which I have no personal experience, but generally good service one day doesn't guarantee good service on the next visit. They are staffed for an average number of diners, so they are pushed too hard at peak times.

[ToddinChonburi]

The big UNFORTUNATELY these are youg [eople getting paid dirt wages and could care less if you walk out with out purchasing a thing . I have had the girl friend laughing histericley during these times. I will go in first and she will then follow. She did not believe I could turn invisible.

I have tried to tutor English and it is a waste of time, most times the kids do not show up.

[jixuso]

Whenever I eat in food courts, I want/don't want 2 things:

Want: Chicken & rice. There is usually a choice between boiled, grilled, or fried. My closest food court did not have grilled anymore.

Don't want: The garbage trolley anywhere near me. Clean tables and floors but stinkey garbage is ridiculous.

Result: I had a chat with the manager, a young woman. Next time you are at Tesco Lotus North Pattaya, you can thank me for the grilled chicken and garbage trolleys permanently in the corners, far from the tables.

Conclusion: Employees want to keep their jobs for the most part. There's always a chain of command. Go to the top and get results.