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CSD moving

Started by beahead, 14-07-22, 06:31PM

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beahead

Interesting  chat today , a rep told us that in a few stores ge has visited the customer  service desk has moved to end of checkouts , obviously  this a start of a move to get rid of the desk , or cut staff , anyone experienced  this yet?

Sherwoodforest

Not heard that,is that just csd move or tobacco kiosk also

wizard

Yes the csd in our local store has moved , staff that work on there not happy .

beahead

#3
Why ? what had been the process ?

Sherwoodforest

Maybe its a trial,whats happened to the old kiosk space?

londoner83

Would make sense. There are often periods in the day when the csd is customerless yet the tills are heaving. By putting csd near tills they can support and share the workload. Also makes it easier for service support/runners/ to spot problems.

With a government report recently suggesting supermarkets are stopped from selling tobacco as a way to help cut smoking levels perhaps we are moving before we are pushed.

beahead

#6
It's a very rare moment when we don't have customers at the desk , often I'm dealing with large queues, I had 14 in my queue on Wednesday!. However I was wondering if they would scrap tobacco sales, there isn't any profit in it, and that's what its all about, if they can save 50pence but p**s off customers, the only thing that will matter is the 50pence.

Redshoes

Our CSD goes from huge queue to nobody. It's all about lottery and tobacco. I would say it's about 10% dealing with returns etc. it's single manned most of the time and can be very quiet in the evenings. I have wondered if they will introduce "call a colleague" at the desk. I have heard another store near us has the desk man self service and the desk. That might explain the desk moving in some stores. It's a long way in my store and field of sight blocked by pallet stock.

5fdp

No retailer likes the lottery but is the most profitable part of the shop per square foot. It is also good for cash flow. Many companies have problems with cash flow, which leads to closures.

newguy20

Quote from: Redshoes on 16-07-22, 11:07AMOur CSD goes from huge queue to nobody. It's all about lottery and tobacco. I would say it's about 10% dealing with returns etc. it's single manned most of the time and can be very quiet in the evenings. I have wondered if they will introduce "call a colleague" at the desk. I have heard another store near us has the desk man self service and the desk. That might explain the desk moving in some stores. It's a long way in my store and field of sight blocked by pallet stock.

I work in a large extra with a large clothing department. Our desk is triple manned most of the time although double manned in the evenings. On Saturdays we have 4/5 people most of the day. As you say it can be a massive queue and then get very quiet. And the queue might be a load of people who want a particular cigarette or lottery ticket or a pound for the trolley, or they might all be F11s or price queries or something obscure.

I would say that our customers are probably 50% lottery/cigs, 40% clothing returns, 10% everything else.

When it gets quiet our jobs are to tidy/rumble front of store, do baskets, says handsets etc basically anything which means you're within the area but are doing something useful, as above it can rapidly get busy so being able to be back on right away.

person7

Our csd has always been near the tills at my store and the local one I shop at as well.

Sometimes I get jealous after 7pm there'd no customers there so I see my colleagues sitting on their phone until someone comes to the desk while tills are full

LittleMiss

Csd in ours is by the toilets and where birthday cards etc are. Can just about see people walk in if you stretch your whole body over the counter.

madness

Quote from: newguy20 on 17-07-22, 06:51PM
Quote from: Redshoes on 16-07-22, 11:07AMOur CSD goes from huge queue to nobody. It's all about lottery and tobacco. I would say it's about 10% dealing with returns etc. it's single manned most of the time and can be very quiet in the evenings. I have wondered if they will introduce "call a colleague" at the desk. I have heard another store near us has the desk man self service and the desk. That might explain the desk moving in some stores. It's a long way in my store and field of sight blocked by pallet stock.

I work in a large extra with a large clothing department. Our desk is triple manned most of the time although double manned in the evenings. On Saturdays we have 4/5 people most of the day. As you say it can be a massive queue and then get very quiet. And the queue might be a load of people who want a particular cigarette or lottery ticket or a pound for the trolley, or they might all be F11s or price queries or something obscure.

I would say that our customers are probably 50% lottery/cigs, 40% clothing returns, 10% everything else.

When it gets quiet our jobs are to tidy/rumble front of store, do baskets, says handsets etc basically anything which means you're within the area but are doing something useful, as above it can rapidly get busy so being able to be back on right away.

Interesting, ours has 2 on and 1 or sometimes 2 at night. What they do is nothing when there are no customers, stand together and yap then when there are 1 or 2 customers queueing they complain they never get support.

Tesc0Wow

Quote from: newguy20 on 17-07-22, 06:51PM
Quote from: Redshoes on 16-07-22, 11:07AMOur CSD goes from huge queue to nobody. It's all about lottery and tobacco. I would say it's about 10% dealing with returns etc. it's single manned most of the time and can be very quiet in the evenings. I have wondered if they will introduce "call a colleague" at the desk. I have heard another store near us has the desk man self service and the desk. That might explain the desk moving in some stores. It's a long way in my store and field of sight blocked by pallet stock.

I work in a large extra with a large clothing department. Our desk is triple manned most of the time although double manned in the evenings. On Saturdays we have 4/5 people most of the day. As you say it can be a massive queue and then get very quiet. And the queue might be a load of people who want a particular cigarette or lottery ticket or a pound for the trolley, or they might all be F11s or price queries or something obscure.

I would say that our customers are probably 50% lottery/cigs, 40% clothing returns, 10% everything else.

When it gets quiet our jobs are to tidy/rumble front of store, do baskets, says handsets etc basically anything which means you're within the area but are doing something useful, as above it can rapidly get busy so being able to be back on right away.

Yeah this sounds like a desk I used to work on. Minimum of 2 colleagues at all times. And 3 during the day. I used to quite enjoy it actually, it was very busy and we always had jobs to do (well I always found something). I used to do basket runs, help with covid marshalling, hand sanitiser and bins. Fixing till problems, working cigarette backstock, fill fridge pop, do put backs.

I always hate it now seeing in my current store when they just stand there like lemons and will call non food over for put backs or any little problem. It's like they should naturally be doing stuff not just standing there chatting all day when there's no customers.

lucgeo

They should never have combined the desk with tobacco. Before the kiosk colleagues were on the lower rate, and CSD on the higher. It was easier to get cover for the kiosk from front end as it was straightforward checkout, with lottery training, when that was introduced.

Problems arose, because the CSD wanted the kiosk to support when busy, but the colleagues said they weren't getting the higher band! CSD was never keen to reciprocate, even made out they were busy "with other things" when standing idle, as many were of the belief higher band = higher status  :-X

Live for today. Learn from yesterday.

Redshoes

In a super store there is just one desk and it's called combined service desk. It used to be double manned in the days when they also had to deal with direct pick-ups and returns. Ours is not often double manned but when it is it's at peek trade times or for tobacco delivery times. They do look after flowers but it depends on where the desk is situated in store as to what else they do. A lot of customers prefer to go to the desk with small trolley or basket purchases. I do however question how late it stays open at night. After 2000 it is just odd tobacco purchases. I once covered a sat night but only had one customer visit the desk in the last hour it was open. I filled single drinks and faced sandwiches, did newspaper returns, faced the pallets at the front of store and a few other little things but as for trade at the desk in the last couple of hours it was poor.

Tesc0Wow

Yeah some stores I'm not sure why it's open past 8PM. My old store could've easily had it open till midnight and it would be busy enough for one person. I used to finish at 11 close to Xmas as there was continuous trade.

I just don't get it tho when it's quiet these colleagues should just do something. I used to keep busy, we always had loads to do and I'd hate standing around

Tesc0Wow

Quote from: lucgeo on 21-07-22, 12:46PMThey should never have combined the desk with tobacco. Before the kiosk colleagues were on the lower rate, and CSD on the higher. It was easier to get cover for the kiosk from front end as it was straightforward checkout, with lottery training, when that was introduced.

Problems arose, because the CSD wanted the kiosk to support when busy, but the colleagues said they weren't getting the higher band! CSD was never keen to reciprocate, even made out they were busy "with other things" when standing idle, as many were of the belief higher band = higher status  :-X



I disagree I think it should be one desk. I just don't think some stores implemented it right when it came in. It's a waste of hours to have minimum 2 people doing customer service and kiosk, especially with Direct being long gone. Often a lot of what you do is just tobacco & lottery. I wouldn't be surprised if the desk in some stores goes to being a call a colleague thing. After 8PM or so.

newguy20

One desk makes sense, but still in my store there's a divide between ex-kiosk and ex-desk, one of the ex-kiosk staff won't touch F11s because they don't see it as their job.
We have very limited space after a store refit which does make it a pain sometimes as you are trying to move around a putback trolley (or three), a colleague doing the cigarettes, a random bag that's a stored txn from self service and six loaves of CS bread that Freda from clothing wants to leave somewhere to buy later. No wonder things get lost!

ViolationsFight

 >:( Did you read the pay review 2018/2019 anyone working on CSD is classed as D grade which makes you entitled to 0.49 skill payment any format.
Hmmm maybe that's why the sudden move...

ViolationsFight

Skill payment,reward and retention
For shop floor general assistance prior to 2018
Can anyone help, because according to our PP it never existed.

Redshoes

Quote from: newguy20 on 22-07-22, 06:26PMOne desk makes sense, but still in my store there's a divide between ex-kiosk and ex-desk, one of the ex-kiosk staff won't touch F11s because they don't see it as their job.
We have very limited space after a store refit which does make it a pain sometimes as you are trying to move around a putback trolley (or three), a colleague doing the cigarettes, a random bag that's a stored txn from self service and six loaves of CS bread that Freda from clothing wants to leave somewhere to buy later. No wonder things get lost!

Putting things behind the desk to buy later is against policy and you could get the sack for it. It might be stopping a regular customer from getting it and then the colleague forgets. It's messes up routines and if yellow ticketed they are stopping a customer buying and potentially getting for free themselves. This is gross misconduct. There will never be enough room to store colleagues shopping as you are not supposed to do it. If spotted by the Hub it will come up as an investigation, it happens.

newguy20

Quote from: Redshoes on 23-07-22, 09:00PM
Quote from: newguy20 on 22-07-22, 06:26PMOne desk makes sense, but still in my store there's a divide between ex-kiosk and ex-desk, one of the ex-kiosk staff won't touch F11s because they don't see it as their job.
We have very limited space after a store refit which does make it a pain sometimes as you are trying to move around a putback trolley (or three), a colleague doing the cigarettes, a random bag that's a stored txn from self service and six loaves of CS bread that Freda from clothing wants to leave somewhere to buy later. No wonder things get lost!

Putting things behind the desk to buy later is against policy and you could get the sack for it. It might be stopping a regular customer from getting it and then the colleague forgets. It's messes up routines and if yellow ticketed they are stopping a customer buying and potentially getting for free themselves. This is gross misconduct. There will never be enough room to store colleagues shopping as you are not supposed to do it. If spotted by the Hub it will come up as an investigation, it happens.

I don't disagree. But that doesn't stop the fact that most of the time I'm on the CSD there's a pile of stuff that various people have left to claim later and, if you accidentally put it with the putbacks, they get mighty angry at you.

lackofinterest

Quote from: Redshoes on 23-07-22, 09:00PM
Quote from: newguy20 on 22-07-22, 06:26PMOne desk makes sense, but still in my store there's a divide between ex-kiosk and ex-desk, one of the ex-kiosk staff won't touch F11s because they don't see it as their job.
We have very limited space after a store refit which does make it a pain sometimes as you are trying to move around a putback trolley (or three), a colleague doing the cigarettes, a random bag that's a stored txn from self service and six loaves of CS bread that Freda from clothing wants to leave somewhere to buy later. No wonder things get lost!

Putting things behind the desk to buy later is against policy and you could get the sack for it. It might be stopping a regular customer from getting it and then the colleague forgets. It's messes up routines and if yellow ticketed they are stopping a customer buying and potentially getting for free themselves. This is gross misconduct. There will never be enough room to store colleagues shopping as you are not supposed to do it. If spotted by the Hub it will come up as an investigation, it happens.
one of the reasons why i recommend staff to shop elsewhere. we're not even worthy of scabby bread etc. let the customers fuckin have it. at the end of the day if they don't treat us like customers don't fuckin shop there

lucgeo

We had a lot of refreshers on not keeping things to buy later...but it always went the same way...something RDC or a bargain, then there was a stack in the SM 's office, the refreshers usually came when there was only the dregs left for the managers, as the shop floor had got there first! Everyone on shop floor had their hidey holes, hard to accuse a stockie of keeping stuff hidden, when it's on a cage that hasn't been worked for months, or the EPW cage!
Live for today. Learn from yesterday.

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