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BUSINESS: Customer Service - What's that?
I am sure you too have experienced it... The dreaded retail cashier who
has a double case of PMS, hates all men because her ex-boyfriend was a jerk,
and treats all women as though they were the one that lured her ex-boyfriend away from her.
Of course she does not tell you this is the case, but you can tell by the grimace on her face and the thunderous bellowing voice that this would be her story if she were to share.
She is snappy and rude, gives no eye contact and rushes you through her checkstand as if she were in a race. She gives no regard for your feelings, your thoughts of her employer, how your day may be going, and could not care less that you just dropped $300 at the establishment that writes her a paycheck every week.
These are the startling facts that started such ventures as Mystery Shoppers, where anonymous people will enter a business to 'test' the employees professionalism, courtesy, helpfulness and company loyalty. The sad truth is that in today's marketplace, the majority of workers claim they dislike their job and this carries over into how they treat the end customer.
The other sad truth behind this fact is that a customer who is treated poorly will forget the worker's name quickly, if they even noticed the name tag at all. However, they will not forget the name of the business - and they will carry their bitterness into the future when they (1) stop doing business with the "company" - and - (2) they tell others of their poor experience with the "company" - not the "employee".
If I am a customer - I deserve courtesy and respect when I do business with a company. If I am a business owner - I deserve courtesy and respect to be shown toward my patrons from my employees. If I am a paid employee of a company, I am being paid to represent my employer in a professional and courteous manner.
If you are a business owner who hires customer service representatives, I encourage you to (A) be careful who you hire (B) train all employees in excellent customer service skills and make it clear what you expect of them in this area (C) do not hesitate to reprimand an employee who is reported as lacking in this area. This is the most visible part of your company and sets the tone for all departments and all other personnel.
There simply is no room for debate or compromise when it comes to first class customer service. The marketplace is too competitive to risk a severe loss of company revenue due to one or more employees who cannot treat your customers as they deserve and you want them to be treated.
One thing I have found and liked at various stores when visiting them - on the debit card reader they ask you, as a customer if your cashier has been courteous and helpful - if they greeted you kindly, if the store was clean, etc. These types of added incentives are great because employees know it is easy for the customer to give negative feedback if they do not live up to the expectations placed upon them.
Whatever your method of finding out who is a problem within your company, I encourage you to do so. Having worked in the customer service field for years, I can tell you that when I have my consumer hat on, I am not well pleased when I receive poor customer service and I will be the first to ask for a manager if the person I am working with cannot give me a pleasant experience.
I don't require much, but I do require being treated courteously and with all due respect. If I cannot find it at one place of business, I will find it at the next and spend my monies where I find it.
I do not like shopping - I am far too busy to want to spend time in a store. So, when I must go, I do not need added hassles from disgruntled employees. I am sure most of your customers feel the same.
Signed - Fed up consumer.
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