It's FIVES way or the high way at PC World and Currys

27 August 2009

Wow. DSGi are really, really keen on their FIVES training. If you're one of the three Bitterwallet readers that doen't work for PC World or Currys, then you're missing out on the curious world of rooms, positive body language and NLP - the DSGi sales training known as FIVES, which we explained in detail several months ago.

Obviously every retail business needs to ensure their staff can sell, and sales training isn't unusual - we're not suggesting it is. The comments on our previous article were many and varied; some readers thought FIVES was a reasonable and valid training programme, others thought it went too far:

"It is one thing to provide customer service training but mimicing body language and attitude is manipulative and to me objectionable."

What also came through from the comments was that current staff (plenty of comments were from readers claiming to work for DSGi) viewed FIVES as a structured guide rather than a strict policy that must be followed to the letter:

"Do you really use it word for word? We certainly don't - there has to be some individuality or else you take away the service element.... if you’re hitting all the targets and not using FIVES, you’ll probably be fine."

"Yes, Fives works. Yes, Fives gives a structure and guidance. However, it should be there as a tool at the salespersons expense. NOT a requirement."

It seems DSGi disagree. Not following FIVES to the letter is to be treated as gross misconduct, according to an email sent to store managers and passed onto Bitterwallet. Any member of staffed who is reported as not sticking to the gameplan by a mystery shopper isn't going to have a happy time of it:

"If they have been in the business for over 6 months and are fives trained then it should be a straight-to-invite disciplinary. This invite can be for bringing the company into disrepute, or failure to follow a reasonable request, or negligence depending upon how poor the shop score was and their attitude when the investigation takes place.

"So for example; bringing the company into disrepute is gross misconduct and its likely outcome would be final written. This would only happen if the score was very poor i.e. 30 or less, and upon investigation the individual said that they "didn't use or believe in fives as their own method works better for them". We have heard this from colleagues before.

"If the score was 40+ and the individual just didn't introduce certain parts of the process, but understood that they should have done at the investigation, then this would be a failure to follow a reasonable request or negligence which would be a written warning and verbal depending on their length of service and seniority in the business."

There's no room for manoeuvre whatsoever - not if a member of staff wants to keep their job, and regardless of whether they can actually sell. If you're a customer, do you rate service at PC World or Currys higher than other retailers? If you're a member of staff, then welcome back and let us know what you think. Is FIVES too inflexible and does is it really about customer service? Can you sell without resorting to mimicking customers and sliding into NLP?

TOPICS:   High Street News   Games

57 comments

  • !
    Well I went into a Curry's the other day as a mystery shopper and I feel sorry (if this is correct) for the person that didn't serve me. I waited 10 minutes before I asked someone to serve me. Even though three members of staff were talking to each other and staring at me. After someone came across, I was told that these are the laptops we have, and if I need anymore help, that he would send his laptop specialist over. Great service I thought.... On the other hand, I just purchased a new MacBook Pro from Apple, and have to say that I was blown away with the ease, knowledge and professionalism of the whole service. I think if PCW or Currys are trying to emulate what Apple have, they have a long way to go. And, if (when) Microsoft launch their high street stores, they will be trying to emulate Apple. Where will this leave PCW or Curry's in the service ranks? And then we will get Best Buy.
  • Mewling P.
    If you go into a shop and get led into buying something that you didn't go in there for, or you end up getting "extras" on top of your purchases (and I don't mean of the massage variety), then you've only got yourself to blame. I've got no sympathy for ANYONE that gets convinced into doing something. You either want something, don't want it, or can be pushed either way by a cock little spot faced brat, fresh out of school, who wants to become a millionaire within their first year of working at puc world. Get a life, or stop going out in public, or at least get the big fucking L on your forhead covered up.
  • Eddy
    I did sales training for a bit and the company i worked at took the more relaxed approach. And while yes they wanted to see staff using various sales techniques in certain scenarios going down the diciplinary route is just wrong. This will push staff to alienating customers and will only push staff to resenting the whole fives programme even more. Whoever decided to send that email to staff needs to get a grip on reality and needs to look at the practices of some of the Times list of top 20 companies to work for as mine is one of them.
  • Matt B.
    Five more reasons to not shop at a DSGi store : )
  • Existentialist T.
    Multiple BMW/Audis parked outside, the smell of eggs and the smug little fucks running the place are reason enough not to frequent PCW.
  • jim b.
    its hardly unusual for a big company to employ a sales technique like this is it? the big company i work for have a similar thing and a mystery shopping fail is now a breach with us as well. think you will find this is widespread at present
  • me
    hahahaha, this just reminds me of when I was browsing for something the other day in a currys.digital. I was looking at netbooks, guy comes over and says are you looking to buy a netbook? I told him I had already purchased one recently (which is true) and was just browsing - in other words 'piss off please' - and yet he then just stood there trying to make conversation! I was actually killing time and looking for any cheap console games they may/may not of had, but instead I left the shop completely. Personally, I cant deal with pushy staff or those that you cant get rid of, doesnt matter what shop Im in - if I want help, Ill bloody ask for it!
  • Robert
    Ugh. Companies that treat employees like this are scum.
  • ian
    if i go into stores like this its to fill time in , or get hands on with a product which i will later buy online. if i get bothered by the saff i leave, maybe that is why i havnt been inside one of these places for 5 years. !
  • Jase
    Yes, its true that most big companies do have some sort of sales / quality check. I know from previous experience that all Mitchell & Butler pubs have mystery diners every month, as do Clapham House Plc (Dexter's, Tootsies & GBK). Lush have mystery shoppers every month too. Any well-organised establishment with polite staff and a good working atmosphere should be able to pass the 'acceptable' score for quality any day of the year, regardless of what they sell...enough to never get head office shouting at the regional management. With sales, it is a VERY big problem...as it seems to be showing up with PC World and Curry's. Yes, idiotic people who walk into a store for an extension cord and come out with a Mac / Toaster combo deserve to be out of pocket for their stupidity. But the reserved consumer who is focused on one item should be left to their own devices. Instead we get glazed-eyed, slack-jawed idiots with just enough knowledge of electronics to know how to plug it in. And they stand there trying to sell all sorts of shit to us...buy a PC from PC World and you'll get offered a screen upgrade, speaker upgrade, Norton Anti-virus, upgrade to Windows 7 and "PC Performance".
  • Abdullah
    one store got a 9 per cent power up result fucking good i tell u the staff look pertfrified working life is glum the manager or some knobb head was putting out stock like a nutter all over the store.. ITs not good u know just let the staff be natural and keep them happy and give them respect like they do at john lewis simple really. god help this fucking pile of bullshite FIVES
  • me
    I hate pushy sales staff, especially once you start really asking techie questions, they don't have a clue and start bullshitting! Sometimes I do it just for fun! If I want to buy something I would rather there be an assistant I can summon over rather than having to beat them off with a stick whilst having a look around. My mum staged a sit in in her local pc world after the laptop she bought was faulty but they were unwilling to exchange it after 2 days,referring her to manufacturer's warranty. Closing time came, she won!! Concentrate on good old customer service rather than trying to sell extras and upgrades like Macdonalds.
  • KPIs F.
    I've seen one sales guy make 4 times as much margin as another guy on the same hours, but he can lose his job because he has under 5 KPIs (strikes). So the guy making the company 75% LESS money gets to keep his job just because he has the 5+ KPIs! Make sense? They think the stores getting 7+ strikes must be using FIVES to give customers what they need. However, using FIVES will result in less strikes because the targets are NOT based on what customers have said they need (e.g. 55% of people do not need or want Norton. Most have free Internet Security software from their IP, or have another license on their recently purchased Norton, or are very happy using AVG/ Kasperski/ McAfee). Instead, the targets are based on these top performing stores that are either full of hard sellers, play the figures with discounts, or are located where people know little about technology and so will buy everything. It's more likely that the stores with few KPIs are using FIVES to give customers what they really need. Sacking all the staff with low strikes will leave the stores full of pushy sales people, and no one will want to shop there anymore. Sadly, I think this will only be realised when it is too late.
  • Mike
    Not really that sad, either another store will take the trade or people will buy online.
  • anonymous
    message from abdullah - if you like john lewis so much - FUCK OFF AND WORK THERE YOU CUNT Fives isn't about stitching people up and selling them more - it's about questionning the customer - finding out what they NEED and selling it to them - better customer service...! Are we selling them stuff they might not have come in for? YES IF THEY NEED IT! Some of our customers don't know what they need - that's why they come to us... Now will all you sad fuckers get a life, fuck off and bitch about something else...
  • an e.
    Whats more amazing is that I have seen reps refused entrance by store managers, if they have not done the FIVES training. Ive seen conference calls being called at times like 3.33pm, Ive seen staff bollocked for not handing receipts over with 2 hands. WHAT THE FUCK
  • Me
    I was in Currys the other month, trying to find the cheapest netbook so could get a price match at fenwicks! Sent my sister over to get the sales guy as one of the labels seemed ridiculously cheap, wanted it confirming. They walked back over, he walked straight past the netbooks and over the laptop stand, great start! As they were all locked away in the cabinet he couldn't really tell, so his solution was right down the model numbers on the labels and go print the spec and price off the internet, completely useless, could have done that my self, the print outs where riddled with errors anyway. Eventually managed to get a confirmation that the price was what we would pay, seemed pretty good and couldn't really leave it to go back to fenwicks. Purchased and off home we went. Bought the Linux model, £30 cheaper. Started it up, seems suspicious, no config wizards for first boot, turned out someone had setup their home wireless as well, started a card game and saved it half way and also downloaded the Windows executable for LogMeIn. Obviously dealing with an idiot here, Linux =! Windows. Straight back to the shop the next day, back on the counter, full refund please, you sold us second hand goods. 'How do you know it's second hand?' was the first question, not sure if they was supposed to be 'Crap, thought we cleaned it properly, what did we miss, please tell us and we will get it right next time' Turned out someone had bought it a few months ago and realised they couldn't install Windows applications on it and returned it. Got the full refund and went to fenwicks. Asked for the price match there, did all the paper work and the fenwicks sales guy said he would get back to us in a few days. Best bit, turned out it was the completely wrong label, spec and model number so we did get a bargin, it just happened to be second hand as well! Funniest part through was when we were at the till at Currys getting ready to pay, it's when the extras come. First option, 8gig USB drive, £34, ermm not thanks! The one I had to laugh at, Windows Norton Antivirus, nope again Linux box and last but not least insurance protection crap. £99, ermm nope don't think so again, home insurance covers that. Was a team of about 4 of them trying to sell this stuff, shot that last one down with, 'my excess isn't even £99, so it is no way cheaper' So all in all, run my idiots, all the sales people I spoke to were idiots, reselling second hand goods and cannot even label stuff correctly, I will NEVER NEVER NEVER be returning to any of those stores, useless. I'll pay for next day delivery online if I need it that badly.
  • J J.
    responding to KPI's or Fives: I think you'll like this. Is it more important to make money during this recession or hit targets? We as a store hit over 100% of margin target last period then got an email from area manager stating that he would not be looking over the fact we were performing extremely poorly as our sales of PC performance support was 15% below target!! Coincide this with a memo from top dog Mr Browett stating that we need to be selling to every customer even if it is only the machine/tv they need/want with no attachments, and you can see why staff are as confused as the customers as to what they want us to do.
  • From R.
    quote from anonymous: "Fives isn’t about stitching people up and selling them more - it’s about questionning the customer - finding out what they NEED and selling it to them" But would you, or would you not agree that no matter what a customer says to you during a fives conversation you will do everything you can to attach Office, Norton, techguys, bag, broadband and weh to the sale? So regardless if whether the customer is happy with what they currently have either yourself or sales team leaders will jump in to add pressure to get these attachments and only when the customer says a firm No will you give up? I've eem seen staff be happy that a customer has walked out of the store after this bullying AA they didn't want it to effect their CPR number. Whatever bull that Jones and Browett say about allowing dry sales the truth of the matter, at branch level is, if you sell a laptop/tv with no attachments you're questioned as to why by the management, made to feel like crap, and then possibly disciplined. Dsg is a vile company and I for one I'm glad I'm out of it. Worked there 3yrs part time, 2 as a merchandiser so I was shielded away from the true selling tactics but this year I was pushed into sales and felt like I was being coerced into becoming a liar in order to sell things. Being told by a manager not to call Norton by it's name and instead call it 360 or to push techguys as a data transfer tool that's better than an external HD or USB stick is ridiculous and I refused to lie in such a manner.
  • Employee A.
    'FIVES or the highway' ITS BLOODY TRUE... Dont deliver fives then get out is the message to basic wage employees. What kind of institute is this company? If you dont believe in 5s then leave is the message the company tells employees, the company dont care about the people who work for them they want results as the share price is shit. Deliver KPI's via FIVES or leave or get managed out (check COOL for this, especially Keith Jones's memo). Imagine working for these people. Its not about what consumers want, this thread is about working conditions. The staff are subjected to draconian style investigations/fact finding/disciplinaries.. THE ISSUE IS how the employees are treated. Not about the service you receive you retards but the conditions the employees have to work under. Employees are not recommended to join a union, (please join shop workersunion usdaw if your still working for the shit company dsgi) Not allowed to put the company into disrepute etc etc(facebook comments etc) as you'll be sacked. Yes head office monitor staffs conments. I am flabbergasted that John Browett, Jorge, Keith Jones & all area managers dont consider themselves employees but owners demanding that employees do what they are told. Especially when fives is a device that the employees must adhere to or be sacked. It has made the company a poor place to work so dont criticise the employees they are doing what they are told to do or lose their jobs. Im sure there are worst place to work in the world, but consider this, do a google search for best companies to work for and dsgi arent event mentioned. Can you imagine that they tried a couple of years ago to be an employer of choice ...low and behold they failed miserably. My sympathy to all employees. My anger to JB & his sheep followers. You should all be sacked with no pay off & those who have worked on the shop floor put in charge as they really do care about the customer. xxx
  • Ex e.
    I worked for PC World and left after 14 years as I didnt agree with the fives bullshit. I never understood milestones, major generals was fine, no wonder it was ditched, The company ie John Browett & mates has lost direction, they are too focused on delivering results. They just dont care about the employees. I believe that this has resulted in DSGI being the worst company to work for and that will be the downfall of the company, as most of you complain about the service youve recieved. In the end they will merge with Currys, god help us then. Walk into any pcworld and you'll spot a sales floor mgr demanding staff to get pc performance /norton/accs etc if they have staff available as stars is poor at rotaring. Ask for store mgr and he/she will be on conference call explaining poor performance, or in one 2 ones talking about disciplinaries. Speak to duty mgr and youll get fobbed off as their too busy following all the new demands placed on them. If you have any queries about what a shit place to work PC World is then ask the staff about the price of £14.99 usb cables and theyll tell you its a destination store. Ask about belkin network cables at £24.99 and theyll tell you its a destination store, ask if their honest and theyll direct you to a shop you can that stuff for 75% less. The problem is the losers in control will never admit they're wrong. And they will never admit that the staff are under extreme pressure. Those poor souls dont even get paid a decent wage, except management, and those that didnt leave in march were too scared or unable to get another job. I know that most of those who left in march a much happier now (yes I know they had to fail which made them look shit but they had to to get out). PC WORLD SORT YOURSELF OUT> I dont want you to fail just be happy & consumers be happy = future growth.
  • mr b.
    Went into PCW on Tottenham Court Road in July interested in getting a (pre price increase) Xbox Arcade as a present for a member of my family - it was that evening so couldn't go online as I'd would normally. I had the cash physically on me, and went to counter with the plain boring no extra anything console. I wasn't interested in games cables etc as it wasn't for me to gauge their taste. I was then refused a sale on account of the arcade being "not for sale" and told they'd get stock the following week, and asked if i'd consider a bundle. Then went to HMV, no extra bother or lies. Result - they got my money.
  • ex c.
    Why is it that when I walk into any supermarket I dont get bothered by staff so im comfortable in looking around & shopping. Why is it that If I go to a car dealers I know Im gonna get approached (commission). Why is it I that if I go into John lewis I dont get bothered by staff & am comfortable in looking around & shoppping. I go into DSGI stores & get asked what brings me into the store today? (thats my reason not yours) I go into DSGI stores & gets asked if Im pc performance/whatever happens customer (what the fuck is that?) Then I get told that if I dont know theyll tell me later ( so they can sell me it - warranty) If I do know they'll ask if Ive taken advantage of its benefits ( what benefits - & no its of no value to me) Theyll use the wording of if I do that would it be of value to you...respond with no it fucking wouldnt- I expect decent customer service not derran brown mind techniques. These driods arent the ones your looking for - star wars. Next step.. in DSGI.. how are you paying (sell me finance ate unreal aprs). Then they ask Tailor questions but these are designed to appeal to the uninitiated about my world....see the new adverts.. pc world is your world but they dont tell you uncompetitive their pricing is. Oh No dont ask me about how much I loved my old product, what I would want to change, as you couldnt belittle me any more...(ANY OF THIS STRIKING A BELL?). Dont treat your customers & staff like idiots. Your warranties are shit, your prices too high, your frontline staff too underpaid & undervalued, your pressure to buy your kpis too much & too easy to spot. Get rid of your robotic style of selling, get rid of clip on ties & non compliance behaviour. Sack those that someone said earlier were too weak too leave in march & give those that left the store managers jobs. Get rid of regional managers (whats the point when you have an intranet to disseminate information). And stop ahving 4 or 5 regions with numerous conference calls competing against each other when your supposed to be a one team environment. One team my arse, each store is tabled & put upon extra pressure when below 50% of the league. PC WORLD RUN BY IDIOTS FOR IDIOTS (sorry staff I feel for you)
  • Hi O.
    These places are just plain nasty, so I always avoid them like the plague :0)
  • Jon b.
    The only point of these shops is to see a working version of the product you're going to buy off the internet at an average of 15-20% cheaper, if not more. Currys, PC World and its like are a dying breed in the age of the t'interweb :)
  • Manageronholiday
    RESPONSE TO EVERYONE ON HERE!! Okay I am confused... if you are a Techie sort of customer - then why do you shop with us? Also if you are a know-all and are fully conversant with all the leads, cables, software and accessories etc you need then just say NO?!?!? Or is that a bit too obvious?! I cannot understand why ANYONE who has the knowledge or stuff already would even bother being spoken to or infact shop with us?! Fives is designed for ALL CUSTOMERS and it helps us NOT TO DO NLP/DERREN BROWN mind tricks on people but to help us to get information from customers in a time when Money is tighter, people are a lot more savvy and we dont want people coming back saying "Why didnt you tell me I needed that?" and "Why wasnt that mentioned?" which both are said far more than "I have got that already". To those slagging off Currys and PC World simply grow up, get a life and shop somewhere else! To those not who want to try something different then give us a shot. AND while I think about it... JOHN LEWIS?!?!?! When I went to a store recently I was approached and asked if I needed help.... WHATS THE DIFFERENCE?!?!?! AND if you want to know why supermarkets dont pester you.. they dont need to - they simply put the nice smelling bread at the back of the store! Figure it out. All the DSGI workers on here - it will get better - work hard and have a cracking Bank Holiday!
  • Anonymous c.
    In response to "ex customer" "Why is it that when I walk into any supermarket I dont get bothered by staff so im comfortable in looking around & shopping." I'm sure you do in a round about way, especially if you're looking like you're looking for someting. Why is it that If I go to a car dealers I know Im gonna get approached (commission). - Yep, exactly. Why is it I that if I go into John lewis I dont get bothered by staff & am comfortable in looking around & shoppping. - I'm sure you do. JL like Currys/PC World are a business and also have targets. "I go into DSGI stores & get asked what brings me into the store today?" - It's a round about way of asking what you're looking for. "I go into DSGI stores & gets asked if Im pc performance/whatever happens customer" - i don't see what the problem is with that. "Then I get told that if I dont know theyll tell me later ( so they can sell me it - warranty)" - this is in effect "planting the seed". Very common in sales related positions. If I do know they’ll ask if Ive taken advantage of its benefits ( what benefits - & no its of no value to me) - perhaps it isn't, but for some people it's nice to know they have the option if they so require it. Even better for those who like the idea of loan laptops and loan tvs on some of the WEH options. "Theyll use the wording of if I do that would it be of value to you…respond with no it fucking wouldnt- I expect decent customer service not derran brown mind techniques. These driods arent the ones your looking for - star wars." - that's just rambling to me. whilst i don't agree with how some of fives is worded, it does say you can adapt it to your own style. "Next step.. in DSGI.. how are you paying (sell me finance ate unreal aprs)." - again, don't see the problem there. i personally never push the finance based options. I mention them if the customer wants them, but never push them. Wouldn't you like to know what you need to obtain finance or interest free based credit options if you were a customer interested in that? Oh and by the way clever dick that's normally one of the first things a sales colleague should ask you if they're doing their job properly. "Then they ask Tailor questions but these are designed to appeal to the uninitiated about my world….see the new adverts.. pc world is your world but they dont tell you uncompetitive their pricing is." - again, incoherent rambling. What has trying to find out what you or a customer may need with their product? Hardly rocket science. "Oh No dont ask me about how much I loved my old product, what I would want to change, as you couldnt belittle me any more…(ANY OF THIS STRIKING A BELL?)" - what's wrong with asking questions like this? You're finding out the features you/the customer liked in their old product and trying to find out if there's anything else they'd want/change. Don't see the problem. I won't deny there's lots of things DSGi can change, but there are some things they do alright in. The new WEH and tech guys services, on the whole are pretty good. If you don't want them, just say no? If anything, DSGi's problem is trying to over complicate things. The new WEH premier club services on paper sound good, so why have a cheaper option eliminating a lot of things the prem club has? In my opinion, just have one WEH with all the things the Prem club offers, but at the the cheaper club price. Simples. I know i keep biting to some of the comments made by wind up merchants on this very anti DSGi website but i can't help it.
  • Anonymous c.
    Oh and to those who openly admit to using currys/pc world/comet/etc as a "try before you buy" or a show room type thing, why waste my time and other peoples time by doing this? I know you can get it cheaper online, you know you can, but what happens if there's a problem with the item you bought online? Would you rather see a face in a store and get it sorted face to face or over the phone/via email? I know which i'd rather have. The fact is, in this day and age there's still people who are reluctant to buy online. I don't see that ever changing.
  • Specialist
    5ives's is putting more pressure on the sales staff than it does on the customer. If a customer doesn't need some thing they have the option of refusal. Can you imagine any of the sales staff refusing to use fives.......................JOB CENTER PLUS here they come. If they refuse they are jobless and at risk of losing thier houses and not being able to feed thier families. Give the staff a break, Mystery shoppers.......... you must have no conscience. DSGI every one knows you have none anyway!
  • Hi O.
    Ello. I'm assuming you're NOT a troll, so I will attempt to answer your quezzies.... # Posted by Manageronholiday | August 29th, 2009 at 12:36 pm RESPONSE TO EVERYONE ON HERE!! Okay I am confused… if you are a Techie sort of customer - then why do you shop with us? Also if you are a know-all and are fully conversant with all the leads, cables, software and accessories etc you need then just say NO?!?!? Or is that a bit too obvious?! **Er, That's because we DON'T shop with you. As Jon Bunjovi said before you, it's a great opportunity to physically play with the product, before you buy it CHEAPER elsewhere!!** I cannot understand why ANYONE who has the knowledge or stuff already would even bother being spoken to or infact shop with us?! Fives is designed for ALL CUSTOMERS and it helps us NOT TO DO NLP/DERREN BROWN mind tricks on people but to help us to get information from customers in a time when Money is tighter, people are a lot more savvy and we dont want people coming back saying “Why didnt you tell me I needed that?” and “Why wasnt that mentioned?” which both are said far more than “I have got that already”. **Errrr.....see my first reply....** To those slagging off Currys and PC World simply grow up, get a life and shop somewhere else! To those not who want to try something different then give us a shot. **Oh, we do, we do. Something different? Like being charged £19.99 for an SD card that costs about £4 on Amazon.co.uk, absolutely. Getting well and truly shafted up the Khyber is certainly what YOU and I would call trying something different, don't you agree?** AND while I think about it… JOHN LEWIS?!?!?! When I went to a store recently I was approached and asked if I needed help…. WHATS THE DIFFERENCE?!?!?! **Errr...see my post above....ANYWHERE ELSE IS CHEAPER!!** AND if you want to know why supermarkets dont pester you.. they dont need to - they simply put the nice smelling bread at the back of the store! Figure it out. **Yeah, we have figured it out. IT'S BECAUSE SUPERMARKETS SELL WHAT WE WANT AND WHAT WE NEED, AND AT A +REASONABLE+ PRICE!** All the DSGI workers on here - it will get better - work hard and have a cracking Bank Holiday! **OH, it will get better. When PC world/curries/dixons/ whatever the hell you call yourselves finally go bust, they'll be able to get proper, maningful jobs** Oh, enjoy your *cracking* bank holiday too :)
  • RC10
    Just to respond to a few of the points raised by ManagerOnHoliday "Okay I am confused… if you are a Techie sort of customer - then why do you shop with us? Also if you are a know-all and are fully conversant with all the leads, cables, software and accessories etc you need then just say NO?!?!? Or is that a bit too obvious?!I cannot understand why ANYONE who has the knowledge or stuff already would even bother being spoken to or infact shop with us?!" Are you therefore suggesting that anyone who has but the smallest piece of technical knowledge should therefore avoid shopping within DSG stores? If so I think you're alienating a huge sector of the market. Gone are the days when people would have no idea about a PC, software, what to look for in TV's etc. The internet has changed all that - consumers research what they are going to be spending their money on, and indeed, are just generally far more savvy as to what they do and do not need. Perhaps back in the 1990's gullible customers would take at face value everything the salesman said, but certainly not now. The kind of arrogance you have shown here is I believe indicative of DSG management at all levels - Ive worked in the stores and heard all the garbage spouted by managers in briefings about emptying peoples pockets etc etc. "people are a lot more savvy and we dont want people coming back saying “Why didnt you tell me I needed that?” and “Why wasnt that mentioned?” which both are said far more than “I have got that already”." Indeed, and that is very commendable. But the fact of the matter is, on certain products, it doesn't matter what the customer wants or does want as long as certain key attachments are added on. Am I right in suggesting you'll recommend TechGuys data backup services over a simple external Hard Drive or USB stick? "AND while I think about it… JOHN LEWIS?!?!?! When I went to a store recently I was approached and asked if I needed help…. WHATS THE DIFFERENCE?!?!?!" The difference is John Lewis don't bully and give the hard sell to customers. Its cringeworthy and totally transparent what is going on in stores when managers stand literally a metre behind staff listening into conversations, ready to pounce in if the oh so important Office or Norton target is slipping for the day. Have you ever had the situation where a customer has just wanted a laptop, and a colleague, followed by a sales team leader has tried to get them take extras and the customer has literally shouted No I dont want anything extra? I have, and at that moment I realised I had to get out of DSG. What would be wrong with just simply asking the customer if they would like anything extra, rather than extending a simple sale into a 30 minute semi-scripted conversation with all the key buzzwords and attachment products thrown in for good measure? "AND if you want to know why supermarkets dont pester you.. they dont need to - they simply put the nice smelling bread at the back of the store! Figure it out." Whilst I personally would never buy electricals from a supermarket (being older models and such) surely the general point of the supermarket success is that customers are just left to browse and select their products in peace. There is a range of products available, and the customer makes their choice. They arent harassed every couple of minutes, nor are they 'encouraged' to take one particular product over another by a desperate colleague. "All the DSGI workers on here - it will get better - work hard and have a cracking Bank Holiday!" Will it really get better? You must have your head in the sand if you cant see that there will be MASSIVE store closures in the near future. Most staff I spoke to when I worked at currys could see that the days of PC World as a separate entity are over, and it instead will be amalgamated into Currys superstores, the staff who know their stuff and sell honestly are being driven out in favour of those who can give the hard sell and meet cpr numbers. Anyone who knows anything about computers knows Norton 360 is shit, the TechGuys services are a rip-off waste of money etc etc. I refused to sell the ridiculous 50GB backup service as I told managers an external hard drive is a much safer option, and doesnt require hours worth of uploading over a broadband connection. Thats honesty, but honesty counts for nothing in the world of Currys digital.
  • newbee
    IN RESPONSE TO ANONYMOUS COWHERD (their ex customer reply) QUOTE...."I won’t deny there’s lots of things DSGi can change, but there are some things they do alright in. The new WEH and tech guys services, on the whole are pretty good. If you don’t want them, just say no? If anything, DSGi’s problem is trying to over complicate things. The new WEH premier club services on paper sound good, so why have a cheaper option eliminating a lot of things the prem club has? In my opinion, just have one WEH with all the things the Prem club offers, but at the the cheaper club price. Simples. I know i keep biting to some of the comments made by wind up merchants on this very anti DSGi website but i can’t help it." but you admit that whilst you don’t agree with how some of fives is worded, it does say you can adapt it to your own style, yet THE WHOLE POINT ABOUT THIS THREAD IS THAT ITS THE FIVES OR THE HIGHWAY..so if you dont deliver fives you get sacked?????????? I believe the point ex customer was trying to make is that there are certain things from certain retailers we expect in life, and at PCWORLD the way they operate isnt one. You yourself said that DSGI overcomplicates things which I suggest ex customer was trying to point out having experienced this fives program first or maybe seventh hand...imagine being subjected to this time & time again, no wonder he/she may have been incoherent. But the point i think they were trying to make is that pc world is your world is that pc world try desperatley to sell everything that makes up the world via attachments & services. Your world is selling everything not just a single product, read into the adverts more deeply & ex customer is absolutely on the ball. RE: Tailor questions ... are these questions designed to find out what the customer also needs or to suggest & sell what your company wants you to sell, would you offer kaspersky over norton ( no you wouldnt as its one of your kpis, would you say you dont need it ... no you you wouldnt) Regarding your repetition of 'club' & 'weh'...customers dont understand your concept as you are truly doctrinated into this philosophy from your leaders (h/o i guess). Tesco has a clear club card. Petrol stations have a club card. It seems that DSGi's club is top secret from your ramblings. When people go to shop we want things to be made clear & open, not manipulated to deliver these kpi's subconscously (excuse spelling) from a leading retailer of sorts. Consumers arent stupid, we know car salespeople are on commission, we know supermarket staff arent bothered about selling us more, just serving us(bread smell made me laugh, thats obvious it makes us hungry). John lewis questions are clear, pc worlds arent theyre just designed to deliver what the company wants, NOT what we expect to hear. AND OH you didnt criticise anything about how ex customer mentioned the way the company was run. Regards.
  • yeah
    to newbee: what the fuck are you babbling about, bitch? you'll find the English language is easier for others to understand in written form if you use it correctly.
  • Storm
    As someone who is worked for currys for past 3 years I have to have say that they compnay is finished. I feel sorry for the staff that work at the stores. At the store I work there was a racist manager that decided to pick on one of the sales guys. The company protected the manager all the way and tried to cover it up. That sales guy recorded the abuse and is now suing the company. Trust me when that story breaks, customers, suppliers and staff realise just how dodgy a company DSG is. I will say more when his case is done.
  • Dave H.
    In response to RC10's statement: "Anyone who knows anything about computers knows Norton 360 is shit, the TechGuys services are a rip-off waste of money etc etc." The newer versions of Norton 360 are actually much improved and don't slow your computer down to the same extent. It's untrue to dismiss all TechGuys services. £30 to retrieve all your gigabytes of of music, photos etc from your non-booting Windows system seems to me to be a bargain. One of the worst computers to rescue data from is the family PC with several users - especially if they're teenagers or naive 20-somethings. A typical scenario is that there's, say, 4 users but a dozen user accounts because people have screwed up their original user accounts with careless use of dodgy file sharing. Some of them will think it's really cool to misspell their name with upper and lower case characters and symbols from Character Map. So in the Documents and Settings folder or equivalent, there will be lots of folders with users' names and in these folders there will be data to be recovered, or there may be nothing at all except Windows defaults and sample picture and music etc. But you've got to look to see. And you've got to look in the various users' Desktop folders to see if they've saved a few gigabytes there. Poking around in other people's photos and music collections is mostly mundane and boring but can be quite stressful for technicians who are trying to navigate around complicated folder structures and decide what's valuable data and what's not, only to be interrupted by a customer at the counter who's bought the wrong ink cartridge. At PC World we never explored customers' hard disks for fun or amusement. We've seen it all before and it's boring and predictable, apart from which there are too many tasks demanding our attention. In my case it's all in the past tense since I retired in July 2009. If a PC fails to boot into Windows then the user is likely to panic if they haven't backed up all their stuff, thinking it may be gone forever, in a puff of logic - as Douglas Adams might say. There really is no excuse for not having duplicate copies on an external hard disk or flash drive or remote backup service. Why not buy a flash drive for next to nothing, bung your important stuff on it and give it to a friend or family member? Then you'll still have your stuff even if your house burns down. Data Recovery and Data Retrieval may appear to be much the same thing, but the former may be free of further charge if a service agreement is active - whereas the latter may be always chargeable. Data Recovery implies a corrupt file structure which an in-store IBAS system running Linux could repair. The license provided by OnTrack and other licensing agreements made this the official method for recovering data. There's an abundance of free software out there to retrieve and recover data but it's not licensed to be used in a corporate environment. My favourite bootable disc was my customised version of Ultimate Boot CD. I've seen magazine cover discs with ISOs so readers could burn a bootable Linux CD with CDRW software included. The resultant CD, only 28MB of files, would allow the user to browse files on a broken Windows system and save pictures and music etc to a CDR. The thing is, lots of PC users haven't thought of the obvious things like having a look at the big selection of computer magazines in the shops. For some, it's a moment of divine inspiration (or something) when you swivel round an Eclipse screen and show them the wonders of Google. They've had a problem but never thought of looking for the answer online. Instead, they drove miles and queued up at the PC Clinic counter. Best wishes to all, especially PC Clinic workers. PS I'm loving my retirement. Life is good. regards Dave Henniker
  • Deebo
    Is it not true, as mentioned on previos threads, that Paul Nikkel was performance managed out of a job with DSG in the late 90's?
  • commentator1
    To yeah (or as otherwise known as Anonymous cowherd). I read the above posts with interest. And in english. The point newbee/ex customer made is that pcworld is a shit company to work for, they try to sell the customer everything they need to make to money. Most of the timer this is not what is best for the customer, nor is it at the best price ( I defy you to correct that). Furthermore, the staff are forced to follow fives to the letter, if not disciplinary follows (mystery shops to check), then fact finding and ipi, then sack. The point of pc world is your world....they dont want to sell flat deals, staff must sell attachments & add ons otherwise its not a margin rich sale. Let em walk to another store ( no loss ). What a way to behave. To yeah & anonymous cowherd......if you cant stand the heat then leave the company, why do you bother in defending it?
  • charitynjw
    Where are these "pushy" stores?
  • Staff r.
    FIVES "should" be just a tool. But, no, FIVES is a rigid set of ridiculous questions that MUST ALL be asked, or you WILL lose your job (after a couple of soul-destroying warnings). If you do not ask ALL of the following questions to EVERY customer, then you WILL be fired... "What brings you to PC World today?" - It's blatantly obvious that a customer staring at laptops wants a laptop. This question will make you look like a complete prat. "Are you a Whatever Happens customer?" and "Remind me to talk to about it later" - This question will also make you look like a complete prat, and will make the customer think he has definitely come to the wrong place. "Are thinking of paying by monthly amounts or cash?" - They don't even know what they're buying yet! So, now the customer gets annoyed and says "Can't you just tell me about this laptop?" "Why were you looking to purchase the item?" - That is none of my business! I will skip the next 20 (yes there are 20) ridiculous questions that MUST ALL be remembered and put to EVERY customer... "Are you happy?" - Yes, you can lose your job if you happen to forget this question. It's hard to imagine any customer being happy after being exposed to the endless barrage of FIVES questions. "Hand any Documentation with 2 hands." - This is just to confirm to the customer that you are a pleb with no mind of your own. Bear in mind that during this whole process the customer has watched you slap yourself repeatedly in masochistic pleasure with your pathetic rubber wrist-band, because you used the word "but", "however", or "unfortunately". Do you think he will coming back? I don't.
  • i w.
    When i applied to PC world i thought it would be great, its like a toy store for adults! i have such great knowledge of electronics, and i thought it would be great working with others, and passing on my knowledge to the customers. well what can i say? as an employee for world, i hate it! I have only been there for 4 weeks, and the twats pummel the fives training into 2 days. and you have to ask these damn ridiculous questions each and every time. you cant just approach a customer naturally, and be helpful, you always have to use fives. i hate everything about fives, i can imagine it pisses customers right off! you have to be seen to approach each and every customer, but the thing is, you don't know how many of your colleagues have done that already, so by the time i approach them, they are ticked off! i don't use fives all the time, i analyze the person i am approaching and speak to them in a manner that they will appreciate. but the FUCKING managers are a bunch of twats! in their eyes if we haven't sold the shitty bags, accessories and especially. insurance (whatever happens). In my interview i was told there was no pressure selling, what a load of BOLLOCKS! I treat all customers exactly the way i would want to be treated, with respect and courtesy. if they come in with a PC problem, i will try and resolve it without selling anything, unless they need it, they are greatful! back to the awful management team, The fucking managers are like flies on shit, on your case all the time and say stupid comments and insults that irritate the hell out of me, its not making the situation better but worse!!! the dumb fucks have no product knowledge, and are just too retarded to work there! Training, what training? they get you to look at cool on the intra-net for about 30 Min's, familiarize yourself and thats it! no details of company policy, operating procedures, training on what the terms and conditions are when selling insurance products (as this is a legal requirement), you are expected to perform the same as a seasoned employee, and just thrown into the deep end! I was selling shit i didnt know about, especially the services and whatever happens. I cant wait for January 2010, I'm going to leave!!! SORRY ABOUT MY LANGUAGE, AS THAT PLACE JUST TICKS ME OFF!!!
  • Mccabe
    My friend referred me to your site. I enjoy reading here. Thanks for posting!
  • Disgruntled E.
    I am a DSGi employee for many years and this Fives practise is just too much. It is impossible to relax with a customer and get them what they actually want and need now because of the fear of what will happen if they turn out to be a test shopper and you get a bad report for not using the "fives language". I used to love working at dixons/currys. We have always had to sell insurance and I knew this when I took the job on. That is ok, but when it comes to match + 1 (copying the customers body language, tone of voice and movements) then this is too far! The sooner the company gets bought by best buy the better! If best buy was to open a store near me I would jump ship instantly! Even when it comes to getting promoted it boils down to "well you interviewed the best and your preperation was second to none, but the other person used some more fives language than you so they got the job" Well rant over, but if you go into a Currys/PC World and you hear something like "Hello, what brings you into the store today?" then you know you are talking to a robot!!
  • leona
    I worked for currys for 4 years and i hated fives it just alienated customers and made the staffs life hell, i now work for a company that does not allow pressure selling in any way shape or form, and get a good shop bonus too, i now work less hours no bank holidays no sundays and earn 4 grand more basic than dsgi.
  • pc-world-hater
    this company absolutely stinks! they treat their staff like nothing more than farm animals, in fact worse than that! they don't give a damn about their staff in any respect at all. all they care about is their stupid KPIs and FIVES. To them, the staff are just money making robots. if one of the robots has a malfunction, they simply unplug the robot, chuck it on the scrap heap and replace it with a newer model, spat out and rejected, no questions asked! what way is this to treat HUMAN BEINGS????!!?!? And do you think they actually listen to any feedback? Do they hell, any negative comments fall on deaf ears! Their reaction to any negative feedback is to stamp out the people who aren't happy rather than look within the company itself and ask themselves why people are saying this and find out what they can do to make their staff happier! They don't seem to get the basic simple concept that happy staff are productive staff! They are so ignorant and pig headed in their approach to managing people that they can't see what they are doing to the company. With all the people who they have sacked or "managed out of the business" they are going to be burning their own bridges. These poor souls whose lives they have wrecked will tell all their friends and families about the way the company has treated them, this will spread and put off potential customers!
  • New e.
    Just started and already I want to quit. The whole culture of the company needs a radical overhaul. I have had customers wait over 30 MINUTES at the till while other members of staff are trying to find the correct deal. I feel very sorry for the customers, many of which, are pressured into buying things that they do not need. There are never ending problems with the tills and the lack of training on them leads to many mistakes being made. I can really relate to the customers frustration when they simply want to buy there item and go. My main pet peeve is the guilt that you are made to feel if you are unable to sell additional accessories/ whatever happens with the items even when you have used fives and the customer has made it clear from the beginning what they came in for. The pressure begins in the morning with a talk that is no different to the last, which is quite frankly embarrassing for both the managers and other members of staff. You are never actually made to feel good about your sales and you can always do better. If you want a day off then it becomes a problem due to the lack of organisation of the managers to listen and make arrangements to prevent people being told last minute that they need to cover. I was sold a lie by my manager, which led me to think that Curry's was a great business to work for. Personally I would advise anyone who is thinking about working for them to look elsewhere. I highly doubt that its worth me mentioning much more because I could spend the rest of the day doing this. I would just like to re-iterate do not work for them. You will not get listened to and you will be treated like a robot/animal. I'm applying to anything and everything to get out as soon as possible.
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  • Laptop
    Pc world have the worst customer service, all. Wanted to buy was a laptop of my choice..i then got bombarded with, do you want insurane? Do i want office, do i want antivirus to all i said no from the outset as i have all of these on multi licenses etc..and content insurance to cover. They still went on to push for insurance to which i said , right can someone elae help all i want is a god damn laptop nothing else..i got the service i wanted in the end..but damn what a horrible experience....Pc world/currys wake up carry on like this you will not have a business....
  • Kayla
    I have previously worked for Currys. What an absolute joke! The managers are patronising ( as an incentive we were once offered baked beans, not joking!) they are constantly on your back about selling whatever happens cover plan. They say that the customer is at the heart of everything we do, LIES! Basically if we don't get you to insure your product then it's a flat sale and you as the customer mean nothing to them..disgrace. Oh yeah and then we get a lecture for not selling insurance. I got to a point where I started resenting customers for not taking the cover plan, because they were constantly on my back making me miserable. I'm in the second year of my degree, I did not need that! Luckily I'm in a new sales role where there is no hard selling, the customers and employees are happier and I don't HAVE to sell insurance. I hope as a store they get shut down.
  • fredbear
    Still pumping out sales staff with the brainwashing Go Live induction course which gives you the great benefits of Fives and Knowhow. Basically they teach you to Match+1 the customers mood to gain their confidence and then you have to engage in a "conversation" (hard sell) to convince them that they need the Whatever Happens Premium plan. They even use the current symbol for good deeds and charity (the rubber wrist band) to train out bad wording and negativity in their employees. You are supposed to wear it and "twang" yourself if you use phrases like "how can I help?" or "no problem". Employees are paid the bare minimum wage with the carrot stick approach of increases if they complete various training and reach certain targets set by managers. The increases rarely happen though even after training and time served. You can sell 10 laptops or tv's a day but if you do not sell the dreaded insurance plans and add-ons you will be in trouble with the manager and he will be in trouble with his bosses. This leads staff to being dishonest in order to make that SQ sale. They lie to get the customer to buy the extras and then go and hide so as not to loose their points with the next customer who will turn down the extras thus halving their points tally for the day. This encourages the sales team to not sell rather than selling to protect themselves from bad reviews. The big sell is Whatever Happens where they promise to have your items repaired within 7 days or get a replacement. Don't make the mistake of taking that statement as fact. their 7 days is not the same as your 7 days. The whole business model is wrong.
  • Emily T.
    I have recently finished working for Curry's PC World and I have to say that the people I worked with are the best people. However, as for the sales training FIVES is good only it's very rigid and manipulative and very, very pushy. Whereas the KNOWHOW sales training is totaly different. It's quite laid back and allows the customer to not feel pushed or inferior, at the same time its allows the sales staff to be more of a person and less of a robot. KNOWHOW is all about opperating in the black as aposed to red. It also gives the customer power. However, as for company policies. How many companies rota you on for a nine hour shift and only allow you one half an hour break for your lunch? Yes, anything over six hours in your standard working day gives you one half an hour break. I'm sure this is illegal! The company has has some really bad press over the years about its poor customer service, which I am pleased to say has been acted on and its so much better. However, they still need to drastically improve on the understanding and treatment of thier employees. I remember one year when it was boxing day and we had all started at 7:30am and finished between 4 and 6pm. That's a ten and a half hour day, each person was only given a ten minute break for their lunch. That was the only break of the day!!!!
  • I_am_Mister
    I left Currys in July after working for them since 2007, and I have to say it's easily the worst place I've ever worked. Last year, I was drove into (now medicated) depression partly because of the way they treated me, I was there for 5 years as I mentioned, and I was never paid anything more than maybe 30p more than minimum wage for working mostly a rigid 20 hour contract with unreasonable requirements. Example, as was mentioned above, they are obsessed with their Insurance plan known as Whatever Happens, to the point that you could make daily sales of £5,000, but if you didn't sell enough insurance plans, you would be put on capability procedure, for example, when I was last there, you had to sell 1 insurance per every 4 laptops sold, which doesn't sound so difficult, but in today economy, is ridiculous, especially with a company like Currys, who's reputation for bad customer service is hardly an advantage for being able to sell it to a consumer, especially in recent years. Plus the fact they also want their staff to sell numerous extras with particularly TV's & Computers, example, they constantly push these expensive £40+ HDMI cables with TVs, which for the most part, are completely unnecessary, as well as wall brackets and stands, which the majority of people buying TVs will already own. And as I said, I worked there for 5 years, was treated horribly with hours, (I worked EVERY Boxing Day there for the time I was there, getting a pathetic 10 minute break for up to 9 hours work), and either New Years Eve or New Years Day, and a few staff in my local Currys, had to work Christmas Eve, Boxing Day, New Years Eve and New Years Day, which is a practice that even Ebenezer Scrooge would frown at. All of this I wouldn't mind if the pay reflected the work, but I personally myself was never given any more than a £100 bonus for a particularly stressful month in peak times, in fact, one month a few years ago comes to mind, where myself and another colleague sold 90+ Insurance plans between us, and between the two of us, only got around a £90 bonus, which almost made us both walk out in fact. Plus the fact I was suddenly let go due to "failing" their 3 month long capability procedure the same year I turned 25 years old, despite being there for 5 years, is more than a little suspicious. Overall, I would warn anyone applying for a job in Currys, that unless your absolutely desperate, or have tremendous patience, stay as far away from them as possible.
  • Truthteller
    This sounds all too familar to me. Except my branch allowed a fifteen minute break on boxing day, for a 12.5 hour shift. This is illegal, as we are leagally entitled to a 20 minute break for every 6 hours of work. Also staff on 'updated' contracts issued sometime ago were not paid overtime at all which is not fair for colleagues who joined when this contract had changed. With regards to the treatment of staff, I can relate to all the comments above. We are paid such a low wage but a lot of us were promised higher amounts an hour in our interviews. We mostly get a measly 29p on top of the national minimum wage corresponding to our ages. Also some males of the same age, or younger as their female colleagues are paid more than them. In this day and age that is shocking. The management team put so much pressure on staff with the insurance plans and Knowhow add on's, that some staff resort to lying to customers to desperatley get their scores up so they don't get put on capability proceedure. I was put on capability simply for missing my target for whatever happens a few months in a row, but had not recieved sufficient training and management did not take into account realistic situations and make it sound easy as pie to sell to customers in every single situation, like a 'one size fits all'. In their 'role play training' they always agree to every add on you sell them! Recently they have lowered the target percentage for knowhow and whatever happens, I suspect because they have now realised how hard it is to reach these ridiculous target levels in today's economy. Secondly, some managers will hover over you during sales as if to say your life is on the line. The actual sales team on the whole are a nice bunch with but with the managers manipulation have made some turned into something they are not and have fallen victim to the system of cheating and lying their way to achieve targets. I have watched some genuine people who were initally just there to support their studies/career plans turn into loyal slaves to the company. It is a sad sight to see. I for one have not succumbed to this type of mentality because I remember why I am there in the first place and truly put myself in the shoes of each customer (they use reverse psycology making us believe fives does this but it doesn't). I go along with whatever they say in my 'review's' (which are akin to school reports) to get them to believe I am in total agreement with them. In reality the company do not care about your life outside of work or take into account any personal difficulties you may have and the staff are seen as robots who are expected to consistently reach a certain percentage for every single target they are given (there are about 5 monitered targets to concentrate on in every sale). In reality they don't seem to grasp the idea that not every customer will need a certain product or service, and even though they say we should adjust the sales pitch to suit their lifestyles, when we actually do this we are STILL given criticism. Funnily enough I receive many compliments from customers telling me how helpful I have been but because I am not follwing the 'rules' or reaching the right targets, I have not done my job properly. Personally my approach concentrates on striving to make every customer happy and only treat them how I would like to be treated. Yes I do sell them the add ons but don't put pressure on them if they refuse or use foreceful tactics. I would personally not like to walk away unhappy and go away with something I did not ask for or hasn't been resolved properly. Of course you do get faced with very difficult customers from time to time but on the whole I know how to treat customers with the respect they deserve. Sometimes I even find myself apologising to them for management's/other colleagues mistakes!! When we do reach target levels consistently on one or two products or services we are ciriticised for not concentrating enough on the others, and are only given a bonus of pay if the whole team reach every single target level, and if one colleague 'ruins' it for everyone then nobody will get a bonus in their payslip. How unfair. Bonuses should reflect your personal hard work. It's absolutely ridiculous. I have worked for several other retail and non retail companies and the model of PCworld/Curry's is the most unfair and ridiculous I have come across and I have never been so mistreated in my whole life working for companies. On the plus side I have gained some great knowledge about technology and met some nice people. I have seen some managers come and go because they couldn't hack the bullying from the manager(s) above them. I have seen lots of sales and customer service colleagues leave the job in my few years working for the company and I have seen many people suffering from high levels of stress and getting ill whilst working for the company alongside their studies/main careers. It really is not worth it. They made it sound so wonderful when I first started at the training days, and I was actually excited about working here. I am now looking for an office role. I am losing my patience with this company completely after just a few years. I don't know how longterm staff have let themselves suffer for so long. It's mindblowing. It is no surprise to me how staff are treated because they see customers as money machines and not humans, so how do you expect them to see their staff any differently. If you enjoy being manipulated and bullied and are willing to learn to manipulate customers to buy things, by all means go for this job. If you also enjoy standing on your feet for 8 or so hours with only a half hour break, by all means go for this job. Or you love customer service and want to have a go at changing the reputation of Currys- I amend you because it is a very hard job, but go for it. Just a word of warning- If you are like me (human) you will eventually just crack and have enough of all the rubbish dogma they try to brainwash you with. Last night I dreamt that Curry's went bankruped and turned into a resturant chain. I won't be surprised if this happens in the near future.
  • Paul T.
    Interesting reading all of these comments. I could go on for hours about my own personal experiences with DSG but I'll keep it simple and straight to the point. - I've worked as a team leader for them for 9 months. In this time I've witnessed bullying, sexism and racism on a scale that I never thought existed in the workplace. Some of which was reported but mysteriously disappeared. - I've worked up to 3 weeks without a day off and often worked 13 or 14 hour days with no break at all. I've even had to spend 2 nights in the store when there was an alarm fault. - I've often been instructed to take returned items, reset them, clean them and put them back in to stock to be sold as new. - I've been instructed to 'lean' on staff who were not hitting their targets despite doing One 2 One training where we were instructed not to do this. When I raised this matter I was told by my manager that I was to smile and agree in training but to do things differently in the store. - One manager I worked for would grab me by my shirt sleeve and drag me to the part of the store he was unhappy with. - When I called in sick one day with the Norovirus I was told, 'Managers are forbidden to call in sick. Pull yourself together and get into work.' - Staff have to complete online training but aren't given the time in store to do it. They're told to do it in their own time at home, which many don't. I have personally had obtain staff user names and passwords and complete their online training for them so that the store meets its training targets. This just makes a mockery of the whole training process. The last year has been the worst in my 30 years of working life. I have never experienced anything like it. It's like being at school in the 1960's.
  • Jenny
    For the comment above from Tisdale. That sounds horrible, plus if the manager is going doing all that he or she should no longer be a manager. But I once had a bad manager and the excuse I seemed to get was they had "bills" and a "mortgage" to pay, (like nearly everyone else on the planet, past, present and maybe future), which was meant to justified the behaviour. I think that stuff is a sign that you needed to leave as fast as possible, asap. Money to pay the bills can only keep people there for a sort period of time, until something better comes around.
  • Jenny
    For the comment above: Tisdale. I mean :-)

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