I was just talking to a friend recently about customer service, and WHERE HAS IT GONE? I'm wondering if it has declined everywhere  or is it a local phenomenon? Being in the service industry, I really appreciate getting great service when I'm out, and it seldoms happens. It's not even that it's not great......most of the time it's pretty darn aweful. It's like noone cares anymore. Most of the customer service people seem like they're just going through the motions and never go beyond what is the absolute minimum of what is required.

I don't know....maybe it's the low pay, maybe it's the younger generation, maybe it's that there is no security in the workplace anymore, maybe it's the lack of teaching in the homes and schools.......maybe, no probably, it's all of these. So, what the heck do I expect?

It just feels good to vent. I came to realize that there is a big problem with customer service when I have begun to confirm my own appointments,,,,not the other way around!!!!!! Share your experiences so I can feel that I'm not alone in this.
 


Comments

Peggy

Fri, 26 Feb 2010 16:15:08

I and a friend were just commenting the other day about service in stores and we both have noticed that it has improved.Publix employees are really friendly,and ask if you have coupons or need anything else or did I find everything I needed and I mentioned I couldn't find a product which I had a coupon for and she had a person there get it for me which was nice.Recently in Macy's and Bealls I also had good luck with customer service. I think people maybe trying to work at keeping their jobs. Well that is my experience for now.

 

Sheri

Sun, 28 Feb 2010 07:13:11

I am pretty much in agreement with you Barb--we have found this to be true in many resturaunts--as an example we were in Outback's Resturaunt with another other couple. The guy that took care of us acted as if he could care less about takin care of us. When our food was served to us-by a gal that was very friendly,we noticed she had many many pins all over her suspenders and top. We asked what they were for and she told us it was for letters or calls for giving customers good service and treating them with respect. The guy that was taking care of us happened to be standing near by as she was talking to us--and from then on he treated us as if we were the only 4 people in the place.(By the ways he had no pins and we asked him earlier how long he had worked there and he said 2 years) I worked in a Department store for 25 years, and we(our generation--I am 67) gave people excellent customer service. When Dillards bought the chain, suddenly customer service went down the drain--they got rid of all the former clerks slowly but surely. I quit the weekend it became Dillard's,as I had heard of the way they treat employees. The younger clerks they hired were not interested in good service--they only want to stand behind the desk and wait for you to bring your mdse to them. You ask them where something is and they point to a direction and go on chatting with their friend, about what they did the night before. I have found this to be true in several stores. I went to a Dillards the other day and was told by a very nice lady that she was the only clerk for the entire second floor. This could be the reason customer service has gotten so bad--they have cut back the help and still expect to help customers. It is sad that it has come to this--but I guess it is a sign of the times. There are other stores that do still give good service-as Peggy said Publix and Winn Dixie seem to give you help in most cases-if you are looking for a particular Item. I wish companies would zero in on quality of service not the quantity of customer sales. They might have more sales, if they would give us more quality of service!

 

mary Jo Howard

Mon, 01 Mar 2010 10:05:01

I think being in the service industry for so many years makes us very aware of the service we receive when we are off the job and spending our hard earned money. It annoys me when food is delivered and there is not a follow up visit to see how everything is....I appreciate good service so much, when someone takes pride in themselves and their career and workplace, it shows. Recently Delta has created seminars for us that motivate us to do our best and work toward a goal together of being the worlds best airline....I really enjoyed the motivation, and I like the idea of working for the best....It does help to have great management that values employees....I have heard that Publix is great to their employees, I always recieve great service at Publix and alot of times I go out of the way to shop at Publix because of this..... also, as a person in the service industry, I like to work with others who take pride in their work....this is how I met Barb!!! She taught me alot about being a good banquet server (Thanks Barb!!)

 

KATHY

Wed, 03 Mar 2010 13:44:18

i'm sure you're right about cut backs, etc. it can't help but effect the poor souls that are left and expected to pick up the slack...working with 3 people where there were 5 or 6.

but i have to add another wrinkle...so many companies have finally 'gotten it' about service that they are 'forcing it' down our throats. they seem to think that it's ok to just go thru the motions of service and it'll garner the same results. e.g. stiff and ingenuous good mornings, hellos, and welcome to so-and-sos...are just plain insulting. i'd rather they ignored me, or be silent, than be phony about it. i know it gets tedious repeating greetings to each and every customer, but if i can do it....ANYBODY can do it !

btw, i shop at sweetbay and they not only get it & mean it, they also have fun with it ! several of the 'kids' at my store nonsense back and forth with me...asking things like, is it ok to put your bread on the bottom of the bag, under the canned goods ? i think i may just draw it out of them...or maybe they were checking to see if i was listening ! ;-)

 



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