Zoro
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Zoro Doesn't Care.
Zoro. Doesn’t. Care. And here’s why. Posted on behalf of my husband. I’m writing this as both a customer and as a former customer service representative. The reason I say Zoro doesn’t care about customers, even though they claim to be “customer obsessed”, is that they’ve created such a convoluted process for their reps that their reps are constantly in fear of losing their jobs. I can back up my words. I have receipts. As of this writing, more than 80% of the customer service team is failing their “QA” (quality assurance) metrics. You see, customer service reps at Zoro have a gigantic checklist they have to go through when you call with a problem. If they miss an item, they get points deducted. There’s no way for them to earn points BACK. They can only LOSE points. So, for example, if you call up with (insert problem here), and the customer service rep handles your issue flawlessly, and you’re thrilled with their service, it doesn’t help them keep their job. If they forgot to ask your name? Points off. If they (insert here)…points off. You get the idea. This means that reps don’t have time to care about you as a customer, although they’d love to care. Unfortunately, they’re too busy worrying about checking off a list to care if you’re actually being helped, because their job doesn’t depend on helping you. Their job depends on that checklist. How do I know this? I worked as a customer service rep for Zoro for 6 years. When I hit my pay threshold, I suddenly became an “underperforming employee” despite never having had issues in the past. I also worked for Zoro’s parent company, WW Grainger, for over a decade in a similar role and had nothing but stellar feedback. Funny, isn’t it? Here’s a cool fact. One of the last calls they scored me on got a 32%. The customer was satisfied and their problem was resolved, but I put a period in the wrong place, so despite the fact that the customer was happy, the call was deemed a failure. Another interesting fact: Reps take around 500 calls a month but we only get scored on 5. Hardly a representative sample. Zoro doesn’t care. Not about me, and certainly not about you. That might just explain why there are so many terrible reviews here about customer service. Don’t hate on the CS reps. Hate on the company who makes good customer service impossible and spend your dollars somewhere that cares.