OpinionsNeedles in a StackProper customer service

Proper customer service


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One of my pet peeves is when I go to a store or other establishment to ask for assistance with a particular matter, and I get a response of, simply, “I don’t know.”

It’s not that they don’t know, but that they don’t know how to deal with customers. If they did, they would follow up with an offer to find out, or a suggestion as to who else I could ask, or something. But all to often, I find that people seem content to leave it at that.

Another thing that I can’t seem to get past is when I’m standing in front of a salesperson and he/she continues to do what he/she is doing, either talking to a co-worker about personal stuff, eating because it is snack time, or something else.

As a customer, I am not interested to hear your stories or other peoples’ stories. OK, maybe I’m a little interested (I am a Filipino after all), but not when I’m trying to get something done.

You don’t need to cut your sentence off mid- word, but when you see me standing there, it’s time to wrap it up.

I don’t blame the workers. I blame the store owner for not training them properly. At the end of the day, the owner or the manager is responsible for what transpires in his business.

On the other hand, I don’t subscribe to the notion that “the customer is always right.” I’ve been on both ends, as a customer and as an administrator, and I’ve seen it all.

If a customer is rude or obnoxious for no reason, he/she is not “right.” It is unacceptable for customers to think that somehow they have the right to mistreat people just because they are paying.

But there are ways to deal with such customers without increasing the conflict in the situation, starting with just simply taking the high road, and responding to them in a cool, polite manner. If you keep your cool, even rude customers will often tend to modify their tone, and respond in a more polite manner.

Customer service applies to any organization that provides goods or services, including medical, public, and educational services. The ability to provide appropriate service to a client, customer, or patient is a skill, and must be a part of the training provided by that establishment.

It also requires a certain personal ability to establish a relationship of trust with the person to whom service is being provided.

Now, I appreciate that the pace of life is slower here than in the States, and I wouldn’t like it if everyone in Dumaguete started “running around like chickens with their heads cut off” the way people do in New York. One reason that I moved here was to get away from all that rushing.

It is just a matter of degree, and a matter of respect. I’m not asking people to rush around like maniacs, just that they respect other people’s time, and take the service aspect of their jobs seriously.

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