Mary Portas exposes 10 worst customer service crimes

TV's Secret Shopper Mary Portas has detailed her "10 worst consumer service crimes".

Mary Portas, who critiqued garden centres at October 2010’s HTA annual conference, told the Daily Telegraph of her top bugbears. Mary Portas: Secret Shopper is on Wednesdays, Channel 4 at 9.00pm.

1 Keeping too few tills open. Portas says the worst is Tesco Metro.

2 Mute cashiers

3 Plugging inappropriate offers. Portas cites WH Smith chocolate counter offers as the worst.

4 Assistants who don’t know their stuff. Tesco Metro and Costa cited. 

5 Shoddy fitting rooms. Portas pinpoints Primark.

6 Too much stock on the shop floor. Fast fashion is worst.

7 It’s a shop, not a social club. Gossiping staff in clothes stores, hairdressers and coffee shops.

8 Signage overload. Especially in furniture showrooms.

9 The hard sell. Furniture stores again.

10 Most annoying phrases in retail. "If it’s not out on the floor, we haven’t got it." "If you don’t bring the box back, you can’t bring your shoes back."


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