customer service

[Trippy Turtle]

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.

 

[DefunctTheory]

Unreasonable. These places are places of business, and busy ones at that.

Buy it and get the fuck out of the way. There's a good chance someone is behind you.

 

[Flare Phoenix]

Friends and families are for conversations. Businesses are for getting shit done.

 

[TacticalAssassin1]

You're both right. Quit yo bitchin' nancy.
I just like it when they get to the point and help me with whatever I'm there for. Sure, it's always good if they're nice, but I'm not there to make friends.

 

[Flare Phoenix]

Wait... you get annoyed by them saying hello to you because you know they have been trained to say that? Most retail stores don't force their salespeople to stick to a script when talking to the customer, but how much can you really say to a customer beyond "Hello, what can I do for you today?" I mean think about it...

Salesperson: Hello, wasn't last night's Tennis game exciting?
Customer: I don't really watch Tennis...
Salesperson: Okay then...

Awkward, no?

I have had some good conversations with people at the cash registers, but it's been when its late at night and the store is pretty much dead. You can't expect it all the time; how would you feel if you're waiting in line and the person at the cash register is having a long conversation with the person in front of you. Highly likely you'll walk out of the store, and even more likely you'll never go back.

 

[Merkavar]

i think its funny with macca's. they are forced to say thing but they arent forced to listen.

like in drive through they hand me some food and ask how im going or what ever and before they even finish saying it they are 5 meters away getting my drinks or something.

 

[ffs-dontcare]

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?

I actually agree with you on this. As a customer, it annoys me how they come across as robotic, saying what they're saying purely because it's their job. As a customer AND a customer service representative, it annoys me to no end how some other customers will act like incredibly pedantic and self-entitled jerks, telling me how to do my job. I don't expect to have full-blown conversations with my customers at all, though it does happen occasionally. Instead of saying my "lines" the traditional way, I let my personality come through in my job because that's what I hope to see in others who work in retail - and yet, for some reason I'm being told it's not okay to use common street vernacular with someone who not only doesn't mind but has had their day brightened because they walked into a store with something other than "Classic Hits FM" playing on the radio. I do my best to help my customers as fast as I am able to, but it doesn't help (and it sure as hell doesn't make my day any better) when a few possibly retarded customers inadvertently try to ruin it for all the others by complaining that I said "awesome, have a good one" instead of "thank you, have a nice day", or that I greeted them with a cheery "hey man, how's it goin' " instead of the usual "hi there sir, how are you".

I refuse to check my personality at the door when I walk into work, and I encourage others to do the same. We're not robots/vending machines, and we shouldn't be seen/treated as such.

As for having full-on conversations though... well, it happens sometimes. If a conversation springs up for some reason then yeah, all good. But I don't see why it should happen with every customer or even most of them. Retail workers (such as myself) need to be aware of when it's a good time. If there's a line of people, then no. If there's no one else in the shop but you and the dude you're talking to, then yeah, go for it. Basically, it's up to both the customer AND the customer service representative to be intelligent about these things.

Really though, if I walk into a store and the person gives me the usual lines then I'll know he doesn't really enjoy his job all that much, but when someone does what I do by talking to me the way he normally would, then that gives me the impression he's having a good day and doesn't exactly see me as just another pleb, and I very much prefer to talk to someone like that.

 

[Dimitriov]

See the thing is your probably the three-hundredth person I've dealt with today, and I am tired. What I want to say is: Fuck off and get out of my face. So let's be happy we have those nice robot-like responses.

Dealing with the public in a busy store is exhausting, both physically and emotionally. Honestly I have effectively three to four hundred short conversations on a busy day. It's hard to talk that much in an eight hour period.

 

[Skorpyo]

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.

 

[alarcoz]

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.

 

[DefunctTheory]

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.

See this?

I like this guy.

 

[Littlee300]

Well they bosses of these retail people would probably prefer having robots that just get things done.

 

[Colour Scientist]

Having worked in retail for three years or so I have to say we're not paid to be your friend.
If I have time to talk to a friendly customer, I will, but normally I'm too busy doing my job to make sure every customer feels warm and fuzzy.

Not to mention, people expect you to know everything and be able to cater to their every need, instantly, while keeping a smile on your face. So it's understandable we harbour a certain degree of resentment towards certain customers.

 

[Trivun]

Well, I work in a supermarket, and that supermarket happens to be Waitrose (UK here). And I will admit we are trained to be polite and helpful just like any other customer service employee anywhere else. But there's a difference, because Waitrose only hire people who actually care. If you ever meet anyone (aside from me) who works at Waitrose, or if you ever apply for a job there, you will see that the whole interview process weeds out the people who actually care about customers and customer service from those who don't. Waitrose, as a company, prides itself on that, and I think that's a good thing, because believe it or not good customer service isn't just about being polite or whatever. Here's an example for you from today.

I was basically just doing my usual job, reducing prices for short-life stock so we can sell it easier. Some guy came up to me and was looking for mushy peas, and he couldn't find it on the shelves. I went with him to look for it and saw it was out of stock, so I specifically went to the warehouse at the back and looked around for a tin just in case we had some in the warehouse. Sadly, we didn't, but the guy was really grateful anyway because I'd done that without him even having to ask. I also dealt with a customer who wanted a cookbook as a Mother's Day gift, and let me tell you, he was probably the most unreasonable and demanding customer I've ever seen (in around six months of doing this job). He wanted a discount because the only copies of the book we had, even in the warehouse, were ever so slightly damaged (like, minor millimetre long tears on the paper covering the hardback binding). I spent around fifteen minutes dealing with him, trying my best to find an undamaged copy, then giving him a 50% reduction when I couldn't find one. Do you really think most supermarkets would do that? I didn't think so.

Seriously, customer service is about a lot more than just being polite and saying "have a nice day" after serving someone. There's a lot of effort that gets put into it. I reckon, whether it's demanded by the company or actually sincere, good customer service is still a nice thing to have, and I would be pretty pissed off if I didn't receive good service when I'm out shopping somewhere. The reason I go to places like my local HMV or Waterstones or wherever is because I can have a nice chat (when it's quiet, of course) with the staff, see what they'd recommend, or because they're much more helpful than in other stores I've been to. Don't underestimate good customer service, it's pretty damn important on the whole, to both sides.

 

[Bakuryukun]

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.

yeah, you are being a bit unreasonable imo, People in a busy shop don't really want to have a new conversation with EVERY single person that comes into the shop. Maybe if they aren't busy, or something but in most cases they just want to get the job dones, just like you probably just want to get your shopping done.

 

[TelHybrid]

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.

I love you.

Also dude, the reason retail staff tend to act this way is because they don't want to have their overpaid underworked piece of crap manager giving them crap for talking to their "friends" during shift just because they're a customer without realising it's pure friendliness.

Also they're working... there's something called professionalism. Or you know what? Maybe... (just a thought), they just don't like you?

 

[Jaded Scribe]

Well, I work in a supermarket, and that supermarket happens to be Waitrose (UK here). And I will admit we are trained to be polite and helpful just like any other customer service employee anywhere else. But there's a difference, because Waitrose only hire people who actually care. If you ever meet anyone (aside from me) who works at Waitrose, or if you ever apply for a job there, you will see that the whole interview process weeds out the people who actually care about customers and customer service from those who don't. Waitrose, as a company, prides itself on that, and I think that's a good thing, because believe it or not good customer service isn't just about being polite or whatever. Here's an example for you from today.

I was basically just doing my usual job, reducing prices for short-life stock so we can sell it easier. Some guy came up to me and was looking for mushy peas, and he couldn't find it on the shelves. I went with him to look for it and saw it was out of stock, so I specifically went to the warehouse at the back and looked around for a tin just in case we had some in the warehouse. Sadly, we didn't, but the guy was really grateful anyway because I'd done that without him even having to ask. I also dealt with a customer who wanted a cookbook as a Mother's Day gift, and let me tell you, he was probably the most unreasonable and demanding customer I've ever seen (in around six months of doing this job). He wanted a discount because the only copies of the book we had, even in the warehouse, were ever so slightly damaged (like, minor millimetre long tears on the paper covering the hardback binding). I spent around fifteen minutes dealing with him, trying my best to find an undamaged copy, then giving him a 50% reduction when I couldn't find one. Do you really think most supermarkets would do that? I didn't think so.

Seriously, customer service is about a lot more than just being polite and saying "have a nice day" after serving someone. There's a lot of effort that gets put into it. I reckon, whether it's demanded by the company or actually sincere, good customer service is still a nice thing to have, and I would be pretty pissed off if I didn't receive good service when I'm out shopping somewhere. The reason I go to places like my local HMV or Waterstones or wherever is because I can have a nice chat (when it's quiet, of course) with the staff, see what they'd recommend, or because they're much more helpful than in other stores I've been to. Don't underestimate good customer service, it's pretty damn important on the whole, to both sides.

Neither of your examples have anything to do with using standard phrases. It's very possible to provide that kind of customer service while largely sticking to a script.

As a customer, I don't expect the people I deal with to give two shits about me (outside of being a customer, and ensuring I'm treated with respect, and get what I need from their business etc). I don't need them caring about the details of my day, and honestly find the overly friendly CS reps to be a little creepy.

complaining that I said "awesome, have a good one" instead of "thank you, have a nice day", or that I greeted them with a cheery "hey man, how's it goin' " instead of the usual "hi there sir, how are you".

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

 

[Vuljatar]

Well, I am instinctively put-off by lengthy prepared speeches (more than one sentence long) but there's nothing wrong with "Hello, how can I help you?" for example.

 

[Radiantskys]

I work in a fast food establishment and have for 3 years. I do ask what can I do for you but at the end of the order I always say have a nice day. From the moment you walk in the door we are required, usually doesn't happen, to have you with your food out the door or at a table within five minutes. Sure I say this to everyone but you shouldn't expect everyone in the world to care about how your day was. We are a business after all.

 

[deleted_by_strongbad]

A lot of people have pointed out great reasons for the basic responses like not having enough time/energy/etc on a daily basis which I totally agree with, but beyond that, many corporations want to present a "unified corporate image" with the front end of their business that many will punish or even fire employees who don't use the corporate research designed magic phrases during their customer interactions. I've worked in a lot of retail, restaurant, fast food, call centers, and various other cust. service jobs and ALL of them defined what they wanted you to say and would reduce hours, give write-ups, block bonuses/raises if the statements weren't made even if not using those lines gave the employee a better customer satisfaction rating or increased sales. At one restaurant that I worked with I had a five minute speech when first going to a table that if not recited word for word would get you escorted from the building. Five minutes before I could say or not say something of my own accord. No I don't think this is good business, that place and over half of the jobs I've worked I no longer work at because they failed and went out of business, but as a lowly customer service rep for a corporation/chain, you're input isn't relevant, to them you are a robot and then we have to deal with customers with snide reactions to the scripted bs we have to throw at them.

So as a customer you have no idea what restrictions/requirements are being placed on that employee, you are the nTh person that employee has had to deal with, and there are an endless stream of people after you.