Customer Service

Posted on 2004/09/02 14:11:00 (September 2004) by john.

Is it really that hard to get it right?

I am constantly baffled as to why levels of customer service are just so bad everywhere, particularly, it seems, in this country (and, I suppose, the rest of this continent). There isn't one specific event that has sparked this, instead it has occurred to me that almost every time I go into a shop, pub, restaurant or whatever, I receive a level of customer service that is less than satisfactory... and being British we seem to just accept it.

The main areas I have a problem with are down to straightforward manners, and some pretty common sense efficiency issues. To me, anyone running a commercial establishment ought to adhere to some very basic rules. Smile, say a couple of pleases and thankyous, and don't keep the customer waiting unnecessarily. Is that really so difficult? Isn't this in everyone's best interest? If the customer is happy with their shopping experience, and gets it over with quickly and efficiently, not only can they get more customers through overall, but they are also more likely to encourage customers to come back a second time.

I get particularly annoyed by being made to wait unnecessarily. How many times have you stood waiting to be served at a bar or shop counter, whilst somebody behind the counter/bar chats to their friends, or does their nails, or sweeps the floor, or restocks the shelves, or counts money in the till, or something similar...? Shouldn't waiting customers be the first priority...? Is the floor going to complain if it doesn't get swept this minute? Are the staff actually paid to spend half an hour on their mobile telling their friends where they went out last night?

Then there's basic manners. I don't expect to be worshipped as soon as I walk through the door of a shop, but being made to feel welcome, and that my business is appreciated, isn't so much to ask is it? All it really takes is a bit of a smile, maybe a quick hello when you get to the till, and ideally a thankyou at some stage during the transaction. Two words and a rudimanetary facial expression. This really isn't that difficult is it?

Just last night, as an example, I went into a newsagents, and as it happened they were doing some repairs on their fridge where they keep their soft drinks. This meant that a couple of the staff were lifting out the cooling mechanism to carry it outside. I quickly realised that they might need to get past, so I asked them in a polite and friendly voice if they needed me to move. They didn't say anything, fine I thought, they might not have heard me. So I started to move to get out of their way. It wasn't particularly clear where they were going so I asked again, having already moved a couple of times, and eventually they said in a particularly gruff and unfriendly voice "we're going that way", and began to just barge past, forcing me to move yet again. No "excuse me", or "thank you" or anything like that. So here I am, a customer, having gone into their shop to spend money in their business, and I'm pissing about moving backwards and forwards to try and make their life easier, without so much of a thankyou or a smile or anything. Tempted as I was to just walk out at that stage without buying anything, I proceeded to the till, made my purchase, and again, no smile, no thankyou, nothing at all.

This sort of thing doesn't make you feel like a valued customer, it makes you feel like a nuisance that they'd rather do with out. Not much of an incentive to continue shopping in that establishment is it?

OK, so I understand on the flip side of this that people are people, not robots. People have good days and bad days, and sometimes it can be really hard to be civil to customers when you're feeling really down in the dumps. So if I encountered poor customer service every now and again, I could just dismiss it. This doesn't seem to be the case though - certainly from my experience poor customer service is the norm, not the exception.

It seems some people are just incapable of ever being polite and welcoming to their customers. This does rather beg the question: what are they doing in a customer facing job in the first place? I think particularly here in the West there is some kind of arrogance, or superiority complex that makes some people loathe the concept of "serving" other people. In my opinion people just have too much of a feeling of self importance nowadays. Apparently most people find the thought of having to serve customers and treat them with respect somehow demeaning and beneath them. They all feel like they deserve to be in the easiest, but highest paying jobs, at the top of the social ladder. No end of people seem to talk in terms of "when I win the lottery", thinking somehow they deserve a load of money for nothing, and a lifestyle where they don't need to work anymore.

Is it broader than this then - has Western society simply lost it's work ethic...?

As one of those in the easiest high paid jobs, I would like to comment that I get fantastic service wherever I go. It seems like heaven compared to what you worms go through.

Now, where did I put that 40 grand vibrator? Miss loos?!

Posted by David Beckham at 2004/09/02 19:48:17.

I know what you mean, but I'm not sure if you're right. "Work ethic"? Personally, I work to live, not live to work. Also, I used to work in an off- license, which was a great job, and I got on really well with al the customers. It was a really good time. Dunno if that helps my argument at all, just thought I'd mention it. Anyway- this place you're complaining about: is it in Pangers? I've been to most of the shops there (especially the vibrator emporium) and have invariably found the poeple cheerful and helpful. I think you're a misreable old stick- in- the- mud, who is guilty of the very crime which he charges others of: having an over- inflated sense of self importance. Get a life! Better still: get me a beer!

Posted by Jimmy at 2004/09/03 14:08:58.

Tain't just in your continent, John. I see it a lot here in the US. I suppose I can't say "a lot" as I haven't been overseas, but in terms of times out and times with poor service, it's a reasonable percentage.

Now, as someone who once worked in a shit job (okay, more than one), there were certainly days and times and even people who necessitated a shit attitude. Quite simply, we're not always equipped to deal with some situations and we react poorly. I don't excuse it, however. Instead, I find it an unfortunate symptom of...maybe not a lack of work ethic but...unjustified self-pride. How's that? As you said, we think too damn highly of ourselves and can't deign to help others or make their time more pleasant when we're in a poor situation.

I should note that I'm in a far more pleasant situation and certainly go out of my way to make my students (even the idiots, haha) feel as if their questions are intelligent and relevant.

Posted by Travis at 2004/09/05 16:40:15.

By the time one has smoked the blow, browsed the internet, played Unreal Tournament, finished off the bottle, rowed with the missus, fixed the car: the telly, the washing machine, gas boiler, paid the speeding fine, answered the 'dead' phone... who cares who walks in to your shop!

Posted by Karl at 2004/09/09 01:12:16.

On first read I took "rowed with the missus" to mean rowing of the boating variety. Which, given with the context, made for a slightly surreal concept.

Posted by John at 2004/09/09 09:29:21.

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