The Rise Of Our Discontent With The Fall Of Customer Service

Just mention the words "customer service" to another person and you are bound to elicit a variety of reactions ... frustration, discontent, even anger. Why? All too often, when we as the customer reach out to a business, we encounter customer service that falls short of our expectations and desires.

Are we expecting too much? I don't believe so. I think most of us would be satisfied with a friendly greeting from knowledgeable individuals who recognize that they are there to perform a service -- a job -- as a representative of their company.

Whatever happened to the belief that the customer was always right? It didn't matter what the situation was -- the customer was always right! The customer was literally king and the establishment did everything possible to entice the customer in the door and secure his or her business.

Not anymore. Now it seems that many businesses could care less about the customer, and customers themselves have become complacent about it. We may grumble and mutter about poor customer service but do you ever do anything to make a change? Do you ever stand up for yourself, the customer, and say "I do not find this acceptable and I will not tolerate it?"

I have a story I am fond of telling in my customer service seminars. I use expansive arm gestures and vary my tone of voice quite a bit in the telling, all to heighten the drama, but the essence of the story is this: I went into a store and when I approached the counter to purchase some items, the clerk asked me for my zip code. There was no greeting, no eye contact, no smile, just the monotone request.

I was tired of the lack of friendliness I had experienced from store clerks lately and this individual became the sudden focus of my attention. So, to her request for my zip code, I replied "Good Morning!" and accompanied it with a big smile. As she repeated her request, I again repeated my response (and smile) until she finally said "good morning ... may I have your zip code?" At that point, I thanked her and told her it was much more pleasant to be greeted with a hi, hello or good morning prior to such a request -- and we then went about our transaction.

My point in adding drama to this story is not because it is such a fabulous tale but rather to illustrate how a minor detail as simply greeting the customer can have such an impact on his or her response and attitude towards the transaction.

How many times have you completed a transaction as a customer, said "thank you" to the clerk on the other side of the counter and left the establishment? Do you end up feeling rather dumb about it? You are the customer ... you just spent your money with this business, yet you are the one saying thank you?

How do you respond to poor customer service? Most people put up with it. They may tap their foot or grumble to those around them before they hurry off in an unpleasant mood. Does this sound familiar?

Why tolerate it? Don't go away quietly; see what you can do to change it! I am not talking about berating service employees, causing a scene, or creating an uprising in establishments where you don't like the service as that will accomplish little, except to perhaps get you banned from the location or perhaps even jailed.

Instead, don't wait for the customer service agent to greet you ... greet her first with a big smile and a hello! If you are making a purchase and a "thank you" doesn't appear to be forthcoming, sing out a "you're welcome" as you finish your transaction. Try my "good morning" response to a question.

In the words of Gandhi, "Be the change you wish to see in the world." Have fun in your interactions with others. It will decrease your stress, put a smile on your face and influence your dealings with others. Don't tolerate poor customers service; you can make things different and have fun while you are doing so ... there's certainly no harm in trying!

How do you eat an elephant? One bite at a time!

Jodi Blackwood is a Business Etiquette & Customer Service Specialist who works with individuals and businesses to help them polish their ability to stand out among the competition. She believes that etiquette is not about being "stuffy" but about putting yourself out there in the best possible light, using courtesy and friendliness as your guide, while still allowing your own personality to shine through.

Visit http://www.jodiblackwood.com for more information and to sign up for her newsletter, Etiquette Awareness.

Copyright 2008 Jodi Blackwood

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