Devoted to customer service and the principles of exceptional customer services

Instead of fewer cash registers, how about more? While they are at it, increase staffing so that the only employees on the floor aren't ringing up customers, but are available to help!

Here in Washington State, the Bon Marche became Macy's. The Bon was famous for lousy customer service, and it got only marginally better under the Macy's brand. My biggest peeve is the absence of any floor help whatsoever - they are too busy working the register.

Hi Diane,

I have to agree with you - Many of the reps stand behind the cash register and simply babble all day. I sometimes spent time helping customers instead of doing my own job! I understand your frusteration...Let's hope that Federated will understand soon ;)

As a former Marshall Fields employee and now a Macy's employee, I can shed some light on poor customer service. Macy's does not value professional sales help as Marshall Fields. Macy's is getting rid of professional sales people who make a decent wage and replacing them with minimum wage employees. several higly paid commissioned sales people have been taken off commission and offered minimum wage. Most make 2 & 3 times as much on commission. How can anyone expect to get great customer service from an undervalued, underpaid employee. You can make more money at McDonalds.

I used to work at Filenes and now at Macy's I think that the problem is there always concerned about the wrong things. For example I think instead of worrying about figures so much (CRL, Credits etc) They should be more concerned about boosting customer service. Why lay off people when there isn't enough Sales Associates as it is? There should be more people on the floor helping people. But we must also consider the fitting rooms esp. in the ladies dept. they can get pretty bad. So I think the lack of employees isn't helping anything. But this is just from my experience.