In my continuing crusade regarding the terrible customer service we’ve learned to accept, I propose three suggestions that might help:
1. The customer is not an interruption to a customer service provider’s personal phone call, chat with a colleague, or other task. Ideally, as soon as you are spotted at the counter, in the store, wherever it may be, everything else should be dropped to accommodate you. At the very least, you should be acknowledged with something like, “I’ll be right with you.”….and a smile.
2. Don’t say “Thank you” as the customer. The customer should be thanked. Say “You’re welcome” instead. I caught myself the other day saying “please” and “thank you” to someone who threw the food in to my car, change following. Yet, my good manners kicked in and I automatically said “Thank you.” Things have gone terribly wrong.
3. Demand that the customer service provider focus on you, not on a colleague, a side conversation, a cell phone. A supermarket cashier can scan items, bag them, take your money, and make change without even looking at you. Maybe we’d get more attention if we could buy groceries on Facebook?
A sad state. More soon. Keep your suggestions coming, and thanks for the great comments re the blog and my book/CDs.
Best, Ronnie
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great stuff. read your book, more helpful than three years in therapy with my husband. Everyone should read it. Thanks, Sue