I have to post a quick pet peeve. Bad customer service is always irritating, but one thing in particular really bugs me:
...speaking to your customer in an overly familiar way and using lingo and names the customer obviously does not understand.
(in a not-to-be-named business)
I stand there about 3 minutes. Granted, 3 minutes isn't very long in the great scheme of things, but still....3 minutes. There is a girl behind the counter, she sees me, doesn't smile, doesn't acknowledge me, just keeps talking on her phone. She finally hangs up. No, "Hello." No, "Be with you in a second."
Me: Hi there, I was hoping you could help me.
Unhelpful girl: Grunt. (then just stare)
Me: I was wondering if you had such and such in stock. The red kind, part number 888.
Unhelpful girl: He ain't here.
Me: (Confused silence. Then, thinking she misunderstood me, I say) Oh, maybe you misunderstood me. I was looking for such and such, in red, part number 888.
Unhelpful girl: (rolling her eyes) I said he ain't here.
Me: (Thinking. Then I realize---oh! She's stupid.) Who isn't here?
Unhelpful girl: Bobby.
Me: So, could you look for it instead?
Unhelpful girl: Unh-uh. Bobby does that.
Me: So, when will Bobby be back?
Unhelpful girl: Dunno.
Me: Well, is there a number where I could reach him?
Unhelpful girl: Dunno. He's working on the 386.
Me: (Wondering.....why would bimbette assume I know what 'working on the 386' means?) Does Bobby have a number....like a phone number? Cell phone number?
Unhelpful girl: I told you-he's on the 386.
Me: I see. Thanks for all your help.
What is wrong with people? More and more often, I run into these laughably inadequate imbeciles running counters in stores across Texas. Across America, I'm guessing.
Frequently, the employee is also:
- smacking gum
- talking/texting on their phone
- reading a magazine (hey-at least they're reading, right?)
- painting nails
- playing on a computer, not working---just browsing the internet, often on a handheld device
When did the concept of communicating like a human being go the wayside? Let's not even consider obvious things like professionalism, courtesy, work ethic, and helping the customer. It just drives me NUTS!
I am so thrilled when I actually receive good customer service that I get super happy, write letters to the company's president, and tell everyone I know that, "Someone actually waited on me efficiently and cheerfully!"
I always appreciate good customer service and express it. Your experience...UNACCEPTABLE. If the business is smallish (as opposed to, say, Wal-Mart), or h*##, even if it is Wal-Mart), I would complain to the manager. Because no manager wants this behavior towards customers. Grrr.
Posted by: Charlotte | February 03, 2010 at 03:27 PM
I feel your pain more than i should.
I am $2,000 in hell fixing issues with my beautiful big canvas printer.
I have a warranty, but of course, it doesn't cover new this or that... OH OH, and they try to tell me I HAVE NO warranty, when I HAVE the policy #. Then they have to backtrack and apologize..
And, oh, mind you, I have only had it for two years and the girl says, Well, I mean, what do you expect, your machine is "old an obsolete..."
I SAID, "WHAT? WHat did you just say. It is two years old, and it take $300 worth of ink everytime it needs ink - and I pay it, and I order your canvas, and and.. you sit there and tell me my machine is old and obsolete? What does that say about your company? You have erased all my consumer conifdence in you...."
Guess what? I ended up fixing it my own darned self. And answering my own questions.
And, I have to say, the whole customer service thing and all that jazz, really scares me. Because I see it more on a global level, on what it says about us as a people and where we are headed...
I bet you are sorry you got me started???
The worst part is, you can't knock on her head and say ""HELOOOOOO???" or you will get arrested. Not that I like violence at all, or that I would knock on anyone's head if I could - but still, you know... sometimes, you just get a little pushed over the edge and these thoughts creep in.. ;) :)
Posted by: Auntie V | February 04, 2010 at 12:22 AM
I hope you asked right then and there to see the manager. Because the manager needs to know what a useless employee she is, and she needs to hear you explain just exactly how she isn't worth the money they're paying her. I have no patience for that sort of thing, and am always happy to turn it into a learning experience for the people involved. Politely and with temper in check, of course.
Posted by: Sally | February 04, 2010 at 12:05 PM