customer service

[Catalyst6]

Having worked in both retail AND Fast-food, all I can say is this:

1) Yes, we are trained to act like machines

2) customers like you are annoying as fuck, and usually are the cause of many problems.

Exactly on both parts.

Let me put it this way. A "good" day for me would be around 80 people per hour, that's 1.66 people per minute. We just don't have time for incredible conversations.

As for the robotic things that we're taught to say; those are all carefully thought out to appeal to the maximum number of people. I might chat briefly with someone if they make a joke or something like that, but you do *not* want to deal with the guy that thought you were being overly casual. Some people like being called sir, etc., it's respectful.

And frankly, I just don't care. After eight hours of people being stupid I just...don't...care anymore.

 

[Bomberman4000]

Am i being unreasonable

Frankly, yes you are. It's been said though, that when you're dealing with potentially hundreds of customers every day, and maybe 1 of them are genuinely interested in what the employees have to say it is unreasonable to think that every employee should give you the amount of energy it takes to carry on a real conversation with someone.

I've worked retail, and in my experiences when a customer hears something other than what they're expecting to hear they either A. get offended and think I'm not taking them seriously, or B. don't know how to do my job. In a business environment that is constantly evolving and customers are becoming more and more entitled little shits, automated responses are what keep some employees from snapping (as I believe someone mentioned earlier).

 

[JMan]

I have no problem with having conversations with customers while I'm checking them out at the register. I'll converse with them while I'm helping them find something and all. I only greet people with "Hey, how are you?" because I don't know anything special to say to them most of the time. If I notice something about them and I know something to talk to them about, I will.

 

[Casimir_Effect]

You want more interaction? Shop at private stores instead of giant chains. Those people don't get paid to give a single fuck about you, and the lines they give out are those chosen to be as inoffensive and neutral as possible. They don't want you to stand around taking up their time which could be needed by other people. In fact, their boss may be watching them and, if they spend too long with one customer, might remonstrate them about this afterwards.
Also, these people may often be having a bad day and yet are still stuck at a job for the entire day where they have to act happy and cheerful to people who, when pressed, would be rude and dickish to them. The customer has obscene amounts of power over the employee these days, and there is only a thin veneer which screens this fact. Both sides know the score, but by minimal interaction the sense of equality can be achieved. This is why it is best when everything is kept formal and by the book.

But at an independant place there is a good chance you're talking to the owner who will have no qualms with telling you to get the fuck out of their shop if you're being a dick. Thus the field is more level and so everything is more relaxed. This is why they can be more forthcoming and friendly. Also, they're working for themselves and not just a paycheck.

 

[Flare Phoenix]

There is a difference between good customer service, and having a lengthy conversation with a customer. If a salesperson is simply brushing you off because they want to get rid of you, then that is bad customer service. Again, it all depends on the situation. If you're getting help from someone on the floor, then having a conversation with the person is possible, but at the register it is pretty much pay for the stuff and get out. Maybe a quick "hello how are you?" but if I'm standing behind someone who is having a lengty conversation about last nights local sports team while I want to be served I'm going to consider that to be bad customer service.

I shop at EBgames frequently, and have started to get to know the people who work there. On night when it was quiet (not completely dead, but getting maybe one or two customers every half hour) I was having a pretty lenghty conversation with the guy behind the register. Now whenever a customer came up who wanted to be served, we stopped the conversation until he'd served the customer and continued the conversation afterwards.

Personally, I hate people I don't know calling me things like mate, dude, buddy etc... so if someone at the register/shop called me that it would spoil the experience for me. The point I'm trying to make is that every customer is different, so you need the generic responses to piss off as few customers as possible.

But yeah, I really hate when you go to a shop, ask for something (say a video game) and they say something like "if it's not on the shelf, we don't have it". That is bad customer service, in my opinion.

 

[Canid117]

If you want conversation, call a sex hotline.

If you want a cheeseburger, go to McDonalds.

 

[Kurokasumi]

so just a simple question: do you like the general customer service?

i for one do not. when i walk into a shop and walk up to the counter i think its annoying how they say things like "hi what can i do for you" just because i know they only say it because their told to. if i go into mcdonalds i get annoyed hearing the exact same lines to every customer in front of me. i love going into a store and the person in their has a real conversation with you not just what they are trained to say. it gives a feel like your wanted in there not just "buy it and get the hell out". Am i being unreasonable and is it just me or do other people feel this way?

Edit: ok maybe not annoyed more just tired that they say the same thing every time.

As actually personally being one of those people... when I see someone like you come up to the counter, I don't really have anything else to say. If you ask me about the topic at hand I'm happy to have a conversation. But from my POV I don't know if you want a conversation or not.
For all I know you could just want whatever you came for so you can leave as quickly as possible, hence asking 'How can I help you' is the fastest way to accomplish this, and makes most people quite happy.
However I have had plenty of conversations with customers, willing they want to stick around and talk. I don't know what your agenda is, I don't know if your on your break and only have 15 minutes to get what you need. It's pretty much perspective from both the customer and representative.

 

[Trippy Turtle]

You kind of people get on my nerves the most. I stand behind a register at a retail store all day. Im there to find the items you need and ring them up, i do not want to have a long conversation with you. I want you to give me money for the product you want and to then get out of my face so i can help the next person.

i dont want a long conversation i would just prefer a "here now get the fuck out response,". if people wanted vending machines we would go to them.

snip

your the type of person i like in a shop because you at least try to mix it up. i dont expect anyone to be nice to the bad customers. its just those who come across robotic and barely even look at the person ordering that i dont like.

i work at subway i know what it feels like after a long shift. its still not hard just to be nice and welcoming to the customers.

 

[Xiorell]

I work in a few retail type roles. Or at least customer service roles. In the day I work for a retailer as an IT Tech dude, I deal with shed loads of people over the course of the day, some people are just assholes from the get-go and I don't wanna talk to them, Some people think I am an asshole and dont wanna talk to me. Sometimes it's a swift efficient talk and sometimes you get a propper dialogue going. Either way, I do not care here, I am not paid enough to do the job I am there for, certainly aint paid enough to give a fuck about having a nice chat.

Now in MY OWN business, I'm interested in what I do and I'm personally earning about 2 grand profit per customer when it's averaged out, I like getting to know who I am dealing with, and it pays me to know them well. I'll talk to them about whatever they want.

 

[ffs-dontcare]

While I wouldn't complain about it, people that talk like you come off as dumbass kids with no sense of professionalism.

I assure you, I'm nothing close to a "dumbass kid with no sense of professionalism".

You're free to think that about me if you want, though, and I have no issue with that. What I do have an issue with is when certain customers actually make a big deal out of it much to the chagrin of not only myself but other customers as well. But I see no reason to change because of the minority.

That being said, this is probably because I live in a relatively small town filled mostly with physical labourers who go to work and come back in hi-visibility clothing. When dealing with them I've noticed that they're quite casual even towards me and don't mind if I'm casual towards them in return. If I lived in a city or a more white-collar area, then yeah, I'd probably want to be more "professional" but right now I can afford to be a bit more relaxed in my demeanour and I don't see why anyone would or should have a problem with that.

 

[Aurgelmir]

so just a simple question: do you like the general customer service?

i for one do not. when i walk into a shop and walk up to the counter i think its annoying how they say things like "hi what can i do for you" just because i know they only say it because their told to. if i go into mcdonalds i get annoyed hearing the exact same lines to every customer in front of me. i love going into a store and the person in their has a real conversation with you not just what they are trained to say. it gives a feel like your wanted in there not just "buy it and get the hell out". Am i being unreasonable and is it just me or do other people feel this way?

Edit: ok maybe not annoyed more just tired that they say the same thing every time.

I agree with you about this, although I think that "What can I do for you" becomes routine even if its taught to you or not. Because the person behind the counter is generally there to help you

The McDonalds Robot Residing his Work Manual is a bit constrained to me though.

 

[Griffolion]

Some basic customer service is always nice in any situation. But retail outlets seem to lack that a lot these days. There never seems to be a sense of 'yes i want to serve you' with the floor staff, they don't seem to care that i could at any point take my money elsewhere if i don't find myself wholly satisfied. Now people could come back and say 'well its your problem if you take your money elsewhere, ill just serve people who want to be served' but to be honest it's actually the shops/services problem because they've just lost a sale which is anti everything to do with business, getting the money.

I tend to find this problem most prevalent in huge store chains and high street brands etc, the smaller independent shops are always much more helpful and nice, probably because they understand that every sale matters.

This is just my experience in the UK.

There is a difference between good customer service, and having a lengthy conversation with a customer. If a salesperson is simply brushing you off because they want to get rid of you, then that is bad customer service.

This.

 

[tharglet]

I don't mind if the cashiers don't want to talk to me. It's not really the time nor the place, and chances are they're gonna be completely different to me in terms of interest.
I may socialise if there's some reason the transaction is taking a long time (e.g. buying a lot, card machine on a Sat).

What I do mind is till staff that won't shut up about some special offer or card when I've politely told them I'm not interested. Most will, but some doggedly will NOT shut up. Grr.

 

[tharglet]

There never seems to be a sense of 'yes i want to serve you' with the floor staff, they don't seem to care that i could at any point take my money elsewhere if i don't find myself wholly satisfied.

That's because... unless they've done something hugely wrong, it doesn't matter if they serve that person well or not. They'll still get paid.
Tbh, I don't care if they want to or not, just as long as they do so in a satisfactory manner.

In the supermarket I worked, there was a debate whether you should show a customer where something is or if you should just tell them. When I started you were supposed to take them to the item, whatever, but then they changed the rules to you should tell them what aisle it is, and ask if they want to be shown.
The compromise worked well for the majority of customers.

 

[SwiftBlade18]

I work part time at a wholesalers and frequently push our business elsewhere by telling customers that you can get this cheaper at such and such....I do it because I would hope someone would do the same for me - I work on the media department (tvs, games etc) and its very rare we actually have good deals on.

Best occasion at work was my colleague telling a customer he wasnt their slave when they asked him to get a trolley for them...He was right that he shouldnt have to do it but answered a bit rudely - made me laugh though.

He was in a bit of a mood that day and was forced to apologise to the customer due to managers being called into play...he never did get that trolley though ^_^

 

[Jaded Scribe]

While I wouldn't complain about it, people that talk like you come off as dumbass kids with no sense of professionalism.

I assure you, I'm nothing close to a "dumbass kid with no sense of professionalism".

You're free to think that about me if you want, though, and I have no issue with that. What I do have an issue with is when certain customers actually make a big deal out of it much to the chagrin of not only myself but other customers as well. But I see no reason to change because of the minority.

That being said, this is probably because I live in a relatively small town filled mostly with physical labourers who go to work and come back in hi-visibility clothing. When dealing with them I've noticed that they're quite casual even towards me and don't mind if I'm casual towards them in return. If I lived in a city or a more white-collar area, then yeah, I'd probably want to be more "professional" but right now I can afford to be a bit more relaxed in my demeanour and I don't see why anyone would or should have a problem with that.

Being in a small town does change that then. But in more urban settings where you're less likely to form a close relationship with your customers (due to the vast volumes of customers, and the unlikelihood that even regulars will always come through your checkout lane), it comes off poorly.