Customer service is never an easy field and process to work within. I’ve noticed over some time that as our population grows in age, so does the etiquette of the customer base. Much is excused when considering the elderly. I don’t think that there is a lack of customer service. There is a lack of customer etiquette. This has to be taught all over again, because it’s rude to pretend that certain behaviors and characteristics do not exist.
LET’S TAKE ‘EM BACK TO PRESCHOOL
The 10 COMMANDMENTS of customer order:
Why is it so hard for grown people to listen to someone who is giving specific directions, sharing pertinent information, and offering best applicable answers to your questions. Listening takes practice. Listening needs to be for good service. How many times have you asked a question and in turn disagreed and argued the information given. If you didn’t want the answer, then don’t ask.
The issue here is that people are always going to ask for advice, but guess what you are not the expert and the point of making a person repeat themselves four or more times because you are “hard of hearing” is uncalled for. Customers have a lack of focus, patience, and refuse to do their own research. The worse than for a service clerk to get other than working on every holiday is a customer that does not focus. You can not expect to get the most out of your visit if you are not actively participating in what is going on around you.
It can be quite pathetic.
Please don’t be that pathetic person.
You will be remembered.
02. FOLLOW DIRECTIONS
You do not run the show AND this is not your playground, so stop making up your own rules about how you want things to go. There is nothing more annoying that a customer can do than to start “applying” themselves to an extracurricular activity that is not denoted for the service they’ve requested. If you didn’t want the help to begin with, don’t waste the service clerks time. This is not a game. They are at work stressed is this economy trying to make something of themselves while you are wasting their production time, company time, and good and warm energy. Have you ever wondered why you always get a customer service associate with a bad attitude? Well, it’s because of clients that don’t mind their business who are always trying to tell them how to do their jobs. Overtime the two of you interact, they are plotting a brand new way of how to KEEP their job because of how close to the edge they are. Their stress is based from insignificant comments and disrespect on the customers‘ behalf.
03. WAIT YOUR TURN
The most disgusting thing to do is, pretend that you are next by jumping in front of something that is getting help. Your concerns are just as important but the reality is that you were not first. Why is it so easy to tell a child what to do and how to do something, but adults make it so difficult for themselves. Some folks just have no home training. Stop chastising your children for the very same things that you seem to not have control over. Start waiting your turn. It is disrespectful for the people in front of you being serviced and those in line behind you waiting patiently.
Don’t forget about all the magical profanity the service associate is biting her tongue to not say, trying not to get fired. He or she is should not have to correct your actions nor should they direct you in the right direction. You are a grown being that needs to learn control. Whatever happened to patience and understanding.
04. STAND IN LINE
What is so hard about standing in line? or better than that – Standing in a straight line. Do you remember being in school and the teacher wouldn’t let you go to lunch, into the class, or down the hall until the class was in a straight line? People have gotten far away from that rule. Once adulthood has been reached, it seems like the old military style of organization goes out of the door. No one follows orders anymore. No one gives others the privacy that they deserve. They all want to be seen at one time as if its going to make your time go any faster.
I’ve had to look at many lines in some of my choices of employment. I’ve never seen so many stick so far out of a line at one time just to see what is going on at the front. Just because you are the customer and you are giving the receptionist or cashier a deep stare down from the middle to back of the line is not going to speed up the process any more. These employees are the one persons who control the flow of traffic and because you can’t wait your turn isn’t the smartest assumption to be seen first.
Adults are always in a hurry, full of excuses, with not a lot of thought put into time management. We are the reasons why children are so rude now because we don’t show respect for others by taking consideration of how our decisions affect others. There will always be a cause and effect in every situation. Don’t show up ten minutes before a meeting and not expect other preliminary instances to occur. If it is a public facility please consider that it is not exclusively for you. You are not the only person that needs to been seen. You will not be the only person standing in line either. So get up out of bed and get your day started at eight in the morning and not twelve-fifty five in the afternoon.Common sense lets you know that you need to get your errands done early, so don’t show up with an attitude just because you have to wait in line.
05. SHOW RESPECT
Respect doesn’t come on an appetizer tray served by a waiter in a black dinner jacket. The reality is that you have to show respect to get it back double time. So many people assume that they are just owed something once they’ve walked through the door but the reality is that you are in the same if not lessor place as the next person. There are no guarantees anywhere you go. So cool down and act like your mother really taught you how to act, even though most of those manners went out the door the minute you thought you were grown.
Adults act worse than children and then have the audacity to get attitude the minute something doesn’t go their way. It’s just an unfit way of dealing with your frustrations. People should not have to be constantly reminded of their tone of speech and actions in anyone’s workplace, whether you are employed there are not. Causing a scene makes you seem immature and says a lot about where you will be in the near future. Remember just because you don’t work there doesn’t mean that potential employers aren’t watching either. Act like you have some home training and everything will go much smoother.
06. SPEAK WHEN SPOKEN TO
……..Just going to leave it at that. You can take it however you want, but there is something missing from common courtesy in this new age of service. Comments are welcome on this topic.
07. KNOW WHAT YOU ARE HERE FOR
The people who are servicing you are not mind readers. They are too busy keeping up with the many tasks given through upper management, ensuring their not being disciplined this time next week, preventing write-ups and complaints being filed against them. It is not their job to sit there and baby you throughout during your visit. There are other people who come into the business knowing exactly what is needed at the time of first visit. Stop complaining about poor customer service. It’s not their fault that you don’t have a clue about what you’re there for.
08. LEARN TO ASK THE RIGHT QUESTIONS
A lot of times its easy to say, “I’ve got a question. Can you help me out?” Then you go ahead to tell your life story without asking what you are needing help with. That leaves an awkward moment lingering without an answer to your NONquestionable-inquiry. So don’t get upset when the associate says, “So what is your question?” It’s an intentional statement to let you know that you just wasted a lot of time by telling them everything that is going on in your personal life except what they can help you with. These people can not work magic on a situation if they don’t know what you need. Wasting time is not okay in their books.
In fact, it makes it hard to answer the question when you don’t have the supporting documents or know what the documents have written on them. Before leaving the house, please get organized. An unorganized customer is the worst of all. Please refrain from looking for reading glasses when you need to read. Please clean out your purse or wallet. Save yourself some time and just don’t carry your life with you. There should be no reason you are not put together. Most of the time when your purse or wallet are not clear, your mind isn’t either. Here is another pointer, write down the questions you need to ask before walking into the establishment. Organization will get you far in your personal life, but you’ve got to stop complaining about customer service when you’re not too well put together.
I’ll say again and again, THE CUSTOMER IS NOT ALWAYS RIGHT!
that’s gotta be the biggest lie ever!
For the customer, Feeling comfortable and being right are something alike but never the same thing.
09. CUSTOMER SERVICE IS NOT FOR THERAPY
Please do not discuss your life story to the service clerks and associates – they are not interested! The smile, the eye contact, sheer kind nature – yea, some of its real. Okay, a lot of it is real. But more of it is fake. They just want to do their job to avoid any other mishaps. There is a routine to their madness and now and then there is that one person who comes along and messes up everything thing.
Just so happen, the management team doesn’t see them assisting their client. Management only sees the associate chit-chatting it up with a person that seems either warm and familiar or cold and hysterical. Either way, it’s a bad look for the employee. Sometimes they want to talk to the customer but reality is, customer service is bias on building relationships with clients. Customer service is really supposed to be about taking time to speak and understand what the client needs but because “TIME IS MONEY and MONEY IS TIME” – where have I heard that before?!?! – Management sees this as a threat. The employee sees management possibly threatening their work ethic and track record.
10. DON’T GIVE ATTITUDE
More attitude, less service – USE PATIENCE.
Please get it together. No one wants to service a client who holds an attitude from the beginning. It’s so cool. Remember the way you want to be treated goes both ways. Associates are accustomed to walk away. They don’t have to deal with the mess the customer is throwing at them.