“I was wondering what ever happened to customer service? No matter where you go, you cannot get anyone to help you. A lot of the times when you ask someone, it seems like you are just bothering them. When we go to Macy’s, we don’t get any customer service at all. Is there any way you could find out what is going on out there? A lot of the employees are rude when you ask them a question and they don’t even know what they are talking about.”
Red Phone: Dear Unserved Shopper, sorry, Red Phone is too busy to answer your question. Just kidding. Unfortunately, as money gets tight, businesses are forced to reduce staff and cut costs to try to survive. That puts added stress on the remaining employees, who often see customers as just one more nuisance they have to deal with in their already filled work schedule.
The most important thing to remember is to treat people in customer service with respect and kindness. It is more likely you will be treated the same as a result.
Most employees will generally help you especially if their job performance is judged by what type of service they provide. However, you will find that some employees will be rude no matter what you do. They might be having a bad day and take their frustration out on you. And, there’s the perceived notion that subsequent generations just don’t work as hard as previous generations. A lot of them feel they are entitled to the job, no matter how inept they are.
That doesn’t mean that management doesn’t care what customers think though. You’ll be surprised at how a simple letter to the manager either by email or through the mail can help turn things around and maybe improve your experience next time. Include what happened, the time it happened and what you would like to see happen differently. By putting your thoughts in writing, you can better express yourself and give management the chance to respond.
Sometimes an employee might not be authorized to help or might not have the required knowledge. If you are looking for help with a product at a store or have a price concern, don’t be afraid to talk to management. Be polite but firm. But keep climbing the ladder until you find someone who can help.
Finally, Red Phone noticed the one store you mentioned was a huge chain store in San Jose. Try shopping locally. More often than not, a local business will provide much better service because they are local and small businesses rely on repeat customers.
Hope that helps, good caller.
