Customer Service Tips

Customer Service Training:
Customer Service - What it Means to the Average Consumer

Now when I walk into a place of business I hope to find what I am looking for and be on my way. Generally I keep to myself as I am searching for an item. In the event that I cannot find what I want, I find myself walking around until I can find a salesperson to help me.

Has the meaning of customer service changed that much? When the sales staff is hired in the workplace today, are they told not to bother the customer? I am confused - I almost feel like I am causing the staff a problem or interrupting them by asking for help.

I had an experience one time where I entered a furniture store - now keep in mind, the sales reps work on commission. As I entered I may have received one smile or a shallow hello, then on my way to browse I went. I observed the location of the staff and their involvement in conversations with one another or perhaps rearranging some accessories. While browsing I kept tabs on my watch and how much time had gone by. Five minutes, then 10, then 20 minutes - all the time thinking, I am an easy target for someone, anyone who may want to make a sale today. I could not figure out why no one came to see if I needed any help.

After 35 minutes an older gentlemen approached me and asked if he could be of assistance. I told him thank you but no thank you; actually, I was on my way out, because I had walked around the store for 35 minutes and he was the first person to ask if I needed any help. He could tell right away I was a bit annoyed and immediately apologized for my experience, claiming there was no excuse for this to happen. He assured me he would extend my comments to the management to improve the quality of service. He asked one more time if he could do anything for me, but he saw on my face the disappointment of my experience and looked at me as if he would do the very same - walk out.

Even though I was only looking, I believe a salesperson could have been of great assistance in getting some ideas for my home, quite possibly leading to a sale. Is it too much to ask for a simple proper greeting, or to be asked if I needed any help? Instead, various sales staff walked by saying nothing.

How many times have you gone to the checkout to simply be told the total of your purchase - no hello, did you find everything OK, not even a thank you when the cashier handed you the receipt. Now I understand, even though I find it ironic, why companies today ask the customer to micro-manage their store employees. Yes, we are all asked to rate and inspect every time we swipe our cards through the payment processor as it asks: were you greeted by the cashier today, was the cashier friendly, did you find the store clean today? With all the security cameras, you would think they could tell for themselves. So why do we, the consumers, need to manage the stores?

Personally, when I experience poor customer service I feel as though the company is only interested in getting my money. It takes little or no effort on the employees' part to satisfy my shopping experience. I would rather do business with the company that still holds customer service in high regard. However, a company like that is becoming more difficult to find.