Customer Service....the other side.....from my blog.

[blyempowered]

Just thought I'd share with you all a blog entry I did on customer service in November:

Most of the time when we talk about customer service we usually focus on the customer. We argue that the customer is always right and is deserving of what ever they want. That might be true to a degree, but there's always another aspect: the ones serving the customer.

Because of my lifestyle I eat out a lot. Therefore I am served a lot by people. Here's my basic concern: We expect employers to treat the customers with dignity, respect and courtesy YET we customers do not treat employers with the same dignity, respect and courtesy.

As a whole, customer service (and anything involved in serving people) is very challenging. Imagine you being a worker at McDonalds and someone gave you a very complicated order and you messed it up just a little bit and the customer was calling you all types of names. How would you feel? You would probably feel bad. So why would you yell at an employer because they didn't get your order right? Everyone messes up. Give people a break!

I believe things would be much better in the world if we took more time to live by the golden rule: do unto others as you have them do unto you. In other words, if you don't want people yelling at you don't yell at others.

I pray that people would be more patient with those in customer service. Everyone has an off day and you never know what people are going through who work in customer service. Be nice, be respectable and be dignified ON BOTH ENDS!!!!

[under13]

I have an Aunt who worked in food service as a manger for over 20 years. Every time we went out to eat with her she would have something to complain about and would let the waiter know in such a rude manner. I think she did that because others treated her the same way on her job.

As for the customer always being right, that depends on the service you are providing and the customer. Especially when it come to creative services like music and art. Sometime you have to give the customer what you know they need and ignore what they want, and in the end they will love what you've done for them.

[LaylaMonroe]

Everyone has an off day and you never know what people are going through who work in customer service.

I have a comment on the subject, but I also want to say that you use this line a lot. I don't think it's always relevant. With all due respect, and yes I know we're Christians and all that, but I don't really care what a person is going through when I place an order. If whatever you're going through is so much that you can't function well at work, then you need to speak to your manager about taking some time off. If you're well enough to work, then put your game face on, suck it up, man up, and do what you get paid to do. I mean, who HASN'T had to work while "going through" something?

I'm sorry, I just get kinda tired of hearing that line used as an excuse.

Now, on the subject, like most of us, I've been on both sides. I'm a consumer all day every day, and from time to time, I've played the role of the customer service rep.

I am very nice to customer service people even when they mess up my stuff. Now I'm still working on some things, and one of them is that I am very impatient when a customer service person is rude to me. That brings out the worst in me and I think it's justified, though I can still do better.  I am slightly hearing impaired, and I get extremely frustrated when a person is mumbling or has a heavy accent, I ask them to repeat it and they either sigh like they don't want to, or get smart with their tone of voice... or repeat it with the same volume/speed so that I still can't hear them. I am already impatient and those types of scenarios make it even worse.

Also, one thing I've learned is that 9 times out of 10, the person you're annoyed with is not to blame anyway.

Another thing that bugs me about these people having a "bad day" or "going through" something: when a customer brings to your attention that you are wrong or they are unhappy, etc... apologize for it and be pleasant. I get stray calls from time to time with clients wanting to speak to my CEO because they are pissed. I never feel like talking to them, and my number isn't the number to call anyway. They are almost always rude and condescending and impatient and nasty. And the first thing I always do is apologize, even when they are being nasty to me. That's Customer Service 101. If you can't handle that, then call in.

[blyempowered]

I have a comment on the subject, but I also want to say that you use this line a lot. I don't think it's always relevant. With all due respect, and yes I know we're Christians and all that, but I don't really care what a person is going through when I place an order. If whatever you're going through is so much that you can't function well at work, then you need to speak to your manager about taking some time off. If you're well enough to work, then put your game face on, suck it up, man up, and do what you get paid to do. I mean, who HASN'T had to work while "going through" something?

I'm sorry, I just get kinda tired of hearing that line used as an excuse.

Now, on the subject, like most of us, I've been on both sides. I'm a consumer all day every day, and from time to time, I've played the role of the customer service rep.

I am very nice to customer service people even when they mess up my stuff. Now I'm still working on some things, and one of them is that I am very impatient when a customer service person is rude to me. That brings out the worst in me and I think it's justified, though I can still do better.  I am slightly hearing impaired, and I get extremely frustrated when a person is mumbling or has a heavy accent, I ask them to repeat it and they either sigh like they don't want to, or get smart with their tone of voice... or repeat it with the same volume/speed so that I still can't hear them. I am already impatient and those types of scenarios make it even worse.

Also, one thing I've learned is that 9 times out of 10, the person you're annoyed with is not to blame anyway.

Another thing that bugs me about these people having a "bad day" or "going through" something: when a customer brings to your attention that you are wrong or they are unhappy, etc... apologize for it and be pleasant. I get stray calls from time to time with clients wanting to speak to my CEO because they are pissed. I never feel like talking to them, and my number isn't the number to call anyway. They are almost always rude and condescending and impatient and nasty. And the first thing I always do is apologize, even when they are being nasty to me. That's Customer Service 101. If you can't handle that, then call in.

That's what I can't stand about some people who work at fast food. I know they might not be in the best situations but some of them seem to be always upset or mad. Many of them talk hateful and in trying to be "nice" I try to look past it but sometimes I wanna preach my initial sermon to them.....LOL!