I agree with pretty much all of this -- having just last night experienced extremely bad customer service with the new bank that has my car loan. I wrote them a very angry e-mail. I don't expect to get response, but it made me feel better just to write it.
The only thing I would point out is that this? I think it is unforgiveable to be working in a place that serves the public, but greet them with a glum face
...is not always possible. People in customer service have bad days, too. In fact, I would argue they have even more bad days than most other people, just because of the nature of their jobs. All those years I worked in retail, some days it was just downright impossible to smile brightly and pretend like that particular customer was the highlight of my day. So I would never say that I expect a customer service person to always be bright and cheerful. The most I would expect of them is to greet me warmly and give the appearance of being open to questions and available to help me.
And then if I say no, I'm just looking, I expect them to bugger off and leave me alone. ;-)
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Date: 2006-12-08 05:12 pm (UTC)The only thing I would point out is that this? I think it is unforgiveable to be working in a place that serves the public, but greet them with a glum face
...is not always possible. People in customer service have bad days, too. In fact, I would argue they have even more bad days than most other people, just because of the nature of their jobs. All those years I worked in retail, some days it was just downright impossible to smile brightly and pretend like that particular customer was the highlight of my day. So I would never say that I expect a customer service person to always be bright and cheerful. The most I would expect of them is to greet me warmly and give the appearance of being open to questions and available to help me.
And then if I say no, I'm just looking, I expect them to bugger off and leave me alone. ;-)