Friday, June 15, 2007

Whatever happened to customer service?

Recently, I have noticed the lack of good customer service in my area which is starting to irritate me. I would have to say my biggest pet peeve of those employed in the retail/phone/customer service industry is the lack of people who are able to speak clearly. This is especially annoying on the telephone. So many times when calling a place I hear: "Thankyouforcallingourbusinesswherewe'renumberonethisisafasttalkingmumbler-
And I'm not really sure what they said or if I have the right number so I say questioningly,

"I'd like to order a pizza?" or,
"There's a problem on my bank statement?" or,
"You say that I have a video out, but I turned it in?" or most recently,
"I need to schedule a dentist appointment?"

Seriously, is there no professionalism anymore? When I was at the bank a few days ago dealing with my own issue - apparently depositing a check when you haven't deposited one in awhile flags something in the computer for the teller to treat you like a criminal depositing a fake check. So while I was dealing with that, a phone call came in and I watched the teller do the fast talking mumbler routine from above, pause and then say harshly "Yes, this is Bank of Mumbler, how can I help you!" Then proceeded to make a series of confused and exasperated faces while listening to the callers problem. She tried to blow the caller off, but ended up transferring her to someone else.

Today when grocery shopping I had my hands full at the checkout with Abe and my wallet. I was annoyed, but not surprised when the checker began handing me the full grocery sacks instead of taking 1 step to the side and putting them in the cart for me. I suppose I could have sweetly asked "Would it be possible to put those in the cart for me?" But my mind was screaming expletives, so I just silently took the bags.

1 comment:

Heather said...

I have been having this discussion on and off with Mike ever since we moved to Montrose. A lot of this has to do with the local Montrose vendors, who think they are just too cute for words and apparently just opened a store as a hobby and not as a true desire to run a business. But it's not just Montrose vendors where I have noticed this issue. I recently wanted to have a particular service performed and I called 2 locations in So Cal to get quotes, and both phone calls were identical:

Vendor: {name of business} (not in a mumble, but in a grunt.)
Me: Hi, I need such-and-such performed, and I understand you can do that...?
Vendor: yes.

Me: ok, how much is it?

Vendor: $x

Me: um, ok, where are you located and when can I do this?

So I was complaining to Mike that if it were MY business, I would very cheerfully say, "yes, absolutely we do such-and-such. It is $x per month and you can come by anytime." Or if it were my retail store I would be on the floor and not chatting on the phone behind the counter and completely ignoring the customer, as always happens in Montrose.