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If you don't have a heart for customer service—don't work in that field

January 8, 2016
Shepherdstown Chronicle

As an avid shopper, I constantly evaluate those who work in the customer service industry. I have recently begun a part time job in retail as well, so I see customer service from both sides. With that said, regardless of how frustrated one becomes with the "customer" they are the ones who must be treated with respect and friendliness-even if it kills you!

After the holidays, it is inevitable that something needs to be returned. I had a an experience this past week trying to make an "even exchange" on a pair of blue jeans. I simply needed a larger waist size for my son. The return was not approved because the "shade of blue was not exact" even though the brand, type, etc. were the same. (They simply did not have the same color blue in the size I needed.) A customer service manager came to address the issue and told me no, I couldn't exchange. Really?

After calling the corporate offices of the store in question, I immediately got a call from the store general manager explaining his employees were incorrect in what they had told me. I already knew that; and add to the fact that they were rude in doing it, I have to say-get out of that business!

There are often times customers frustrate me (both at the newspaper and at my other job) but I am there to serve them. I am their to make sure their experience is a pleasant one and, to the best of my ability, in their favor.

For those in the field of customer service, it is your job to be pleasant-to speak to your customer even if they are in a bad mood or if they offend you in some way. As unbelievable as it may sound, there are some cashiers in local businesses who have completed entire transactions with me without uttering a word including, "hello," "thank you" or "your total is." That is not acceptable when working in a job with and for the public. And those who supervise such individuals and tolerate such behavior-shame on you. Training and supervision after training is a necessity. There are too many people who need a job and who would do it well to tolerate those who do it poorly. And if a business continues to allow such individuals to serve in customer service roles, I would advise to those like me who shop there-go elsewhere.

 
 
 

 

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