Maybe it’s me, but is GOOD Customer Service a dying art?
Okay, maybe ‘good’ is too much to ask for, so can I at least get DECENT customer service once in a while?
Is it too much to ask to have a cashier actually make eye contact with me with I come to the register? Or say “Good Afternoon!” or even “Thanks, come again!”
It’s clearly about the training, or lack thereof, that businesses put into their employees. For instance, I go to one supermarket around my way, Giant Foods, and they clearly don’t put a priority on training their employees on customer service. While they don’t give “bad” service, they just don’t focus on customer experience. More often than not I will only get two questions from a cashier “Giant card?” (which is really the shortest possible way of asking me to put my savings card info in), and “Do you need bags?”. I’m lucky to get a “Hi, how are doing?”, “Did you find everything ok”, or “Thanks, have a good evening.” And God forbid I get service with a smile.
But if I go to the MOM Organic Market around my way, I am certain to get all of those questions, along with “Do you need help with your bags”, and a smile. MOM clearly trained their employees on Customer Service.
I’m not going to even discuss all of the piss poor service that I’ve received from some establishments (Home Depot comes to mind as my most recent experience) because this post isn’t about being a bitch session.
And in case you are wondering, NO, I don’t believe in the whole “the customer is always right” thing. Many times the customer is flat out an asshole. But if you have a business (doesn’t matter what type of ‘business’ it is), if you want to set yourself apart from the crowd all you have to do is give excellent service.
There are examples in every industry of companies who take situations that are normally either unpleasant or places where you don’t get any service.
For instance, flying period is a harrowing experience. You are bound to have a bad experience somewhere along the way. Checking In. Going through TSA. Overpriced airport food. Etc. Etc. Etc. Although Southwest is a “discount” airline, what they lack in amenities, they make up for in good customer service.
How many times have you ordered something online, needed some sort of assistance, but finding, let a lone calling, a customer service department was a real hassle? Well if you were to order from Zappos and called their customer service department, you’re going to get a much better experience than you’d think.
Bottom line is if you have a business and you want to set yourself apart from your competitors, give excellent customer service. People will definitely appreciate it, remember it, and likely tell their friends.