Soapbox Observations

Customer Service - where did it go? This has me jumping up and down on my soapbox. Wouldn’t you think in this hard economic time with more people unemployed than there are jobs that those blessed enough to have a job would do everything in their power to insure they actually get to keep it? If we are to believe mass media, questionable sanity required, we are being told that fifteen million people are competing for two million jobs. This just addresses those folks listed on any such statistic.

So, doesn’t it seem this would step up the quality of job performance of Joe Q. Public, working person? I think so but my humble opinion is apparently not shared by the masses. The quality of customer service on an average shopping or service seeking trip is at an unsettling low.

Now before there are mobs formed to throw rocks at me, let me qualify these remarks. There are fine employees and business owners dedicated to quality customer service. This is not about those entities at all but rather a look at places where such is not consistently found.

I’m not sure if it is an attitude in the workplace or the lack of training in customer service that is to blame; probably both. Rather than an attitude of gratitude for even having a job, it is not uncommon to hear disgruntled employees venting to one another about their plight. This is happening everywhere in front of customers! I know this because I hear this. I’ve had employees ‘helping’ me complain about their job situation to me. That’s never good.

I’ve been shopping in large stores and found no salesperson in sight to answer a question, only to stumble across a gaggle of them huddled together in a remote location sharing whatever with one another. Group training? I don’t think so.

Then there is the emotionless cashier that scans their way through your purchases with nary a smile or interaction. Do you feel the love?

There is the inevitable employee that looks up in disgust when you have the nerve to make an inquiry. Can’t you see they are busy? They don’t have time for people and their pesky questions.

I play out my own version of Donald Trump in my head when I run across such an employee. I fire them! It's important that you note the "in my head" part. I know that those I mentally fire would never be allowed to work in my place of business.

Has it always been this way? Maybe in isolated cases but it seems to be getting worse with time. Common courtesy is an endangered species. Customer service is woefully lacking. Not only is the customer no longer always right, the customer is regarded as an intrusion. Commercialism at its best? No way!

I’m not a chronic complainer. I’ve only sent food back at a restaurant once and only then because it was inedible. But I do think people have the right to be treated with common courtesy and at least adequate customer service. I think employees and business owners have that same right and should be treated with respect, as well.

Just so you know, I am self-employed as a freelance writer and place a higher standard on myself than I expect from others. I need customers and need them to be happy with the quality of my work and the way they are treated. If my employee (me) gets sloppy in her treatment of customers we’re gonna have a serious talk!