I hear with some optimism that loss-making Dixons (the big UK-based electrical retailer behind brands like PC World and Currys) is to redouble its efforts to improve its customer service. If my experiences are anything to go by this will be stiff challenge, but at least they say they will try to improve.

But they aren't alone in needing to regard customers in a more positive light. Today I went to a large supermarket, or more precisely - to the phone shop within the overall store. A car adapter power lead for my phone had stopped working just a few months after I had bought it from the very same place. I recall at the time the staff couldn't be more helpful in persuading me to buy the said item. Indeed, they were keen to sell me things I wasn't interested in.

My return visit today started off with a friendly smile and the obligatory offer of help. But upon realising I had a dead �6 power lead, and no receipt or original packaging, I was quickly fobbed off with 'can't help you'.

Having worked in retail many years ago (a camera shop, as it happens, surprising really!) I know that if the item, especially an inexpensive accessory like this, is still stocked you can swap a new one with the faulty one (as long as it remains in good physical condition) and the customer is satisfied and the faulty unit is sent back as a return. The item I had was an own-brand product too. But the sales person was completely uninterested. No receipt or original packaging, no chance.

This kind of 'service' really gets me going and I made it clear, politely but firmly, that I didn't see why this was a lost cause. Had the product been on sale for more than a year? If not, then it must have been still covered by a guarantee. I didn't want a refund, just an exchange for a working one, and I didn't expect something like this to last less than six months.

None of this fazed the sales person until there was realisation that I wasn't simply going to go away. So I was pointed in the direction of the Customer Services desk. They were a bit more helpful and although they also preferred me to have a receipt or the original packaging, they also readily agreed to swap the lead for a working one.

So the moral of the story is, don't be fobbed off by bad service. And to all of you who work in shops and who deal face to face with customers, make your lives easier and treat us with respect and many of us may surprise you and treat you the same.