A trained workplace expert, its my job to determine why frontline employees behave in the manner that they do. I will say this. My work doesn’t shield me from feeling the brunt, sting, bite, or bark from customer abuse.
In the spirit of full disclosure: I hate being the recipient of bad customer service. There I said it. But, tell me if you know of any customer (including yourself) who just loves to be treated poorly while supporting businesses. None of us do.
Unfortunately, I have noticed a slew of issues with customer service at a number of companies. There have been different dynamics at play. But, here are the scenarios.
Scenario #1 Slow customer service, extended waits, and poor customer greeting at a grocery store.
Scenario #2 Failure to multitask and assist incoming customers at a wireless store.
Scenario #3 Openly complaining about being overworked at a super/convenience store.
It troubles me just having to think about those scenarios again. Then, I started to think….if this is the new normal companies are in big trouble. Customers like myself spend their money at companies where they feel valued.
Do you think bad customer service is the new normal?
Can you adjust to this?
How do you handle bad customer service?
Talk to me…as we will get into to more customer service no nos this week!
Categories: Leadership: Influence, Styles & Behaviors