Customer Service . . . How you should behave on Both Sides
In my short time in the Customer Service industry, I have heard all the horror stories from both sides of the counter. How rude I was treated by a clerk/waiter or how much of a bitch this one customer got because of some little detail. Everyone has a story. But what I don't hear about, from both sides, is how to solve these issues. I mean really figure out what is going on. First, let us look at the business side.
Training new or old employees cost money. A lot of money. There is an assumption that you have to possess a certain "personality" to work customer service. That assumption is dead wrong. There are many techniques and skills that can be taught to those in the industry, but they take time to be taught and time is money. With the practice that many employers are initiating cut backs, they cut back on essential training. Training that could be used for the employees that actually interact with the consumer. But in order to save money, retailers install "self-service checkouts" to speed up check outs. When in fact, it takes a customer more time to "scan" and pay their wares and when the machines "freeze up," there is never a person around to fix the problem. And if you notice, to install these new devices, they took out several manned-checkouts. If you work for such an organization, ask this question, "Have I been properly trained to deal with customers?"
But lets not square the blame entirely on the company; perhaps 90% blame. An organization has a very limited pool of quality candidates to pick from. But to those who work in the customer service industry have to realize is unfortunately, you chose this job. And must realize that the bad, a lot of the bad, comes with the good. Putting aside how certain organizations treat their employees, there are people with ugly personalities that will take it out for no reason on a person making $7 an hour. The best advice for now would be to not take it personally. I had a customer tell me "fuck you" to my face, but after I laughed and now its a story I tell because it's damn funny. If you do take it personally, then the next best advice is to do whatever, whatever, you can to find another job that is not in that industry.
Pointing now to the customer, please lets be honest, does ranting and raving to a clerk face to face or over the phone really do any good? If over the phone you are screaming and telling someone "you guys suck," "fuck you" is going to get you an extra effort from an entry-level employee with no real power? You just insulted a complete stranger. How would you feel if someone treated you that same way for something done that was beyond your control. Unless you are into some type of masochistic way of life, do you like being treated like shit? NO? Then why did you just do it to the people at Starbucks for giving you a venti mocha when you asked for a tall? Or complaining to waiter for bringing your steak before you are done with your salad. It's very simple, try being nice to those serving you. You must understand that they are not paid enough, barely below a public school teacher with just as much pull to make any real decisions. At the risk of sounding "religious" Do unto others as they do unto you.
Perhaps if both sides practiced that, maybe that could be the answer to fixing the whole issue.
EP
Training new or old employees cost money. A lot of money. There is an assumption that you have to possess a certain "personality" to work customer service. That assumption is dead wrong. There are many techniques and skills that can be taught to those in the industry, but they take time to be taught and time is money. With the practice that many employers are initiating cut backs, they cut back on essential training. Training that could be used for the employees that actually interact with the consumer. But in order to save money, retailers install "self-service checkouts" to speed up check outs. When in fact, it takes a customer more time to "scan" and pay their wares and when the machines "freeze up," there is never a person around to fix the problem. And if you notice, to install these new devices, they took out several manned-checkouts. If you work for such an organization, ask this question, "Have I been properly trained to deal with customers?"
But lets not square the blame entirely on the company; perhaps 90% blame. An organization has a very limited pool of quality candidates to pick from. But to those who work in the customer service industry have to realize is unfortunately, you chose this job. And must realize that the bad, a lot of the bad, comes with the good. Putting aside how certain organizations treat their employees, there are people with ugly personalities that will take it out for no reason on a person making $7 an hour. The best advice for now would be to not take it personally. I had a customer tell me "fuck you" to my face, but after I laughed and now its a story I tell because it's damn funny. If you do take it personally, then the next best advice is to do whatever, whatever, you can to find another job that is not in that industry.
Pointing now to the customer, please lets be honest, does ranting and raving to a clerk face to face or over the phone really do any good? If over the phone you are screaming and telling someone "you guys suck," "fuck you" is going to get you an extra effort from an entry-level employee with no real power? You just insulted a complete stranger. How would you feel if someone treated you that same way for something done that was beyond your control. Unless you are into some type of masochistic way of life, do you like being treated like shit? NO? Then why did you just do it to the people at Starbucks for giving you a venti mocha when you asked for a tall? Or complaining to waiter for bringing your steak before you are done with your salad. It's very simple, try being nice to those serving you. You must understand that they are not paid enough, barely below a public school teacher with just as much pull to make any real decisions. At the risk of sounding "religious" Do unto others as they do unto you.
Perhaps if both sides practiced that, maybe that could be the answer to fixing the whole issue.
EP
posted by obiwon69 at 12:35 AM
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