Customer Service Please
With the wide spread of phone sales, customer service by phone and computer’s there aren’t to many people left that fear their customer service skills and what they can mean to their job. Complaints are on a sky high on how people treat the customer we can prove this by looking at Dell, Home Depot and many other companies that have been scrutinized by the media lately. I certainly do agree on many aspects with the complaints so don’t get me wrong but let us try to look at the other side of the picture.
I work in customer service at one of those large home improvement centers where I strive for customer service excellence. I love to help people and I’m even happier when they walk out with a smile or some small relief that they know what to do next. I enjoy this even though my pay is not what it use to be and even though the company’s CEO that I work for prizes himself on paying the employees over the average he still pays about half of what he use too. He makes up for this by contest and employee programs that the vast majority will never participate in nor do most care. We would rather have the salary. We are further insulted by the lack of tact, skill and care that is given to us by management. Our management that treats us less than human by writing us up and threatening our job security because we stopped someone from stealing $700 worth of merchandise and then they complained we were stalking them. Stalking does anyone really know the meaning of stalking, apparently not since it is so openly and readily used now a day.
The actual meaning according to Funk & Wagnall’s College Standard Dictionary is to: “1. To approach stealthily, for the purpose of killing, as in hunting”. Does this sound anything like what the employee had done?
Another factor to look at here is not only that the employee’s behavior is a direct reflection of how they are treated by management but is to look at the customer.
Customers are not always right and a lot of times I have noticed personally that when the customer is complaining about the employee it is usually a result of their own behavior. No I do not want to help you when you are standing their insulting, disrespecting me or putting on airs as if you are somehow better than me because you understand how a nursery plants a seed or your wife is a teacher. No we don’t want to help you when you threaten to go the competitor. Would you like directions because no matter how much you complain that we don’t have it in stock or the box is bent it is not going to make it appear and we are not going to run to another store to be spared the lose of $14.99. We simply can not do anything about it and it is not our fault. We can not force corporate to carry sears parts when we do not carry sears appliances, lawn mowers and anything else bearing Sears name. Go to Sears. We do not want to help you when you are trying to degrade us by cleaning a cushion on our hands and knees that is on clearance and being sold as is. We do not want to help you when you are yelling at us for making you wait for a whole 2 minutes while we were finishing with another customer or better yet when we didn’t tell the other customer he would have to wait because you showed up in the middle of helping them! We do not appreciate that all of the hard work and time we put forth is not only slapped down, degraded and insulted by our management, the CEO’s but then also the customers who nothing we would had done was going to make then happy. Other than maybe showing up on a street corner homeless because you felt the need to complain about something that simply did not happen or you brought on yourself and cost us to lose the right to support not only ourselves but our children.
With this I would like to thank each of the customers out there that wait patiently, don’t wait until the last minute to buy an item and get hostile because a cashier called in sick or had to take care of their husband or child due to cancer, or some other ill fate. Thank you for those who pay for their merchandise instead of shoplifting causing our hours to be cut therefore no one in the store to help you. Thank you to the customers that do come in and great us with a smile and hello! We thank every customer that treats us kindly and takes time to be pilot and are understanding to the fact we simply sold out or we don’t carry the item they are looking for.
Again let us not forget to thank the very few people left in management who also has had enough and tells the customer to go home and stop their foolish behavior because we don’t want to hear it. For all of those I thank you for the rest please stay home there is only so much headache medicine I can keep in my locker!
2007-10-05
02:18:23
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3 answers
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Anonymous
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Other - Society & Culture