Customer Service Pet Peeve
I've been doing a little mystery shopping lately, and it has been fun. I've worked in so many jobs requiring customer interaction, that I just naturally evaluate the service I receive when shopping or dining. It is kind of nice to get paid a little something for it now.
I am not overly critical of employees. I try to take into account if they are busy or other circumstances. I've been there. I remember what it was like to get your section slammed while waiting tables, or to have to deal with a grumpy customer while a line of other customers are steadily becoming grumpy. It happens, but there is one thing I can not stand, ever.
I can't stand when employees are having their own conversation when they are supposed to be providing service to me. You know the scenario. You walk up to the reception desks at a local business and the employees are chatting. Employee one looks at you, says hi, starts your transaction, and then turns to employee two to continue the chat. Meanwhile you are standing there twiddling your thumbs listening about employee two's troubles with her boyfriend. Or better yet, they are complaining about their supervisor or the new rule at work. It drives me nuts!
Am I the only one? Does it bother you when employees are chatting while waiting on you? What are your pet peeves about customer service?
In case you are interested, here are some links for mystery shopping companies:
Insite
Shop'n Chek
Service Sleuth
Best Mark
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8 comments:
I have this problem at my local library. They don't stop conversing with each other to check you out. Sometimes it's like you are invisible there. And today I got the worst attitude too because the baby was crying and my little girl was running crazy and I had the audacity to actually ask someone to help me.
I'd complain except that someday I hope to return to work for the library system (probably not that library as the librarian was the one with the 'witchy tude).
I had that happen at Burger King. The employees actually got into an argument about who was going to have to take my order.
Unfortunately, there's only one in town so I'm stuck.
Mine is a variation on yours.
I stood in the check out line in the electronics section of the store. The whole time the clerk was checking out the people on line in front of me I noticed she was on the phone. When it was my turn she was still on the phone and it was then I could tell it was a personal phone call to a friend. She didnt stop to greet me when I came up, didnt tell me the purchase total ...I had to read it off the cash register. She offered no parting greeting in any form. She didnt speak one word to me the whole time...she just kept chatting on the phone. She never even looked at me.
I was so angry my whole face turned red like in the cartoons. I did find a section manager who looked at me like I was from Mars as I related the story.
I wish now that I had waited for her to hang up...or even reached across and hung up her phone myself before I continued with my transaction. I wish I had followed through with a letter to the company when I got home. I just wanted to be done with it. That was over 5 years ago and I still feel angry as I type this.
I was just at Walmart this afternoon. The girl that was checking me out was haveing a "heated" conversation w/another co-worker, all the while checking me out, when another co-worker walks over and joins in the conversation. Needless to say when she handed me my change there was no thank you, have a nice day etc. VERY RUDE!
I have so many of these I don't know where to start. One that is vivid to me right now happened the other day when I went to a gas station. I went inside the store to buy a bottled water for $1 and change. All I had was a $20 bill. This was about 9:30 in the morning. The cashier asked me if I had anything smaller and I said sorry that I didn't have anything. She said "well then you can't buy that water because I don't have enough change in my drawer." I think she is joking. I ask her if she is joking and she says no. I call over the manager and ask him if I really cannot buy this one item because they can't make change for a $20 and he says that is correct. (this is a convenience store for goodness sake and it's not like it is 2 am). I left the store without buying the water. I probably could have used my debit card but I was furious at the lack of service that I didn't want to give them my business.
I completely know what you are talking about. And cell phone use at the front counters is terrible. I guess I'm from the old school of customer service. I was taught if I wasn't helping a customer -- I better be helping someone who was...
I've had entire transactions at WalMart in our little town where the clerk does not even utter a single word. Not even to tell me the total or ask how I'm paying or anything.
I've also had this happen at Burger King (not the same one as in previous posts). Order food for 9 people. Pay. Get to the pick up window. Request cup of water for the baby. Have employee refuse because they don't add on to orders. Point out that water is free and doesn't need to be added to the order. Have employee refuse.
Go into store and find manager. Have him give you cup of water but no lid or straw (guess you only get that with a paid drink!).
I can't stand when the cashier is on the phone while ringing up your purchase. Annoys the heck out of me.
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