|
Customer Service - More Important Than Ever
Some would say that I am a very picky or particular person when it comes to customer service. When I am on the end of needing friendly and helpful customer service, a little goes a long way with me. I tend to have VERY little patience for service agents in any industry to treat me like a task rather than a customer who desires to be valued, as I value the business I'm patronizing.
Case in point...
My scanner has recently stopped working, and my seven-year-old printer is on its way out. I happened to look at the newest Staples ad today and saw that they have a great deal on an HP All-In-One that, when all is said and done, will cost more the same or less money than replacing the scanner and two ink cartridges. Lucky day for me!
Shortly before lunch, I called our local Staples to see if this printer was still in stock. I'm sure I'm not the only one who, in today's economy, wants to drive as little as possible. The short trips add up, and Staples is not far from here. (It's within walking distance, but when you consider carrying a printer on the return trip--and anything else you might buy-, it makes more sense to drive.)
The lady who answered the phone was nice enough, and said she'd need to transfer me to the (business machines) department. (Ahh, soothing hold music.) After about 60-90 seconds of that, I heard ringing again.
The same lady answered, saying, "Let me put you back there again." Another 60-90 seconds or so, and back to the same ringing. Only this time, it rang and rang and rang.
Now, I tend to be one of two ways. One way is to hang up, swear never to business with them again, and find what I want somewhere else. The other way is to let it continue ringing until somebody answers, or hang up and try again; giving the business a chance to provide the customer service I'm looking for.
Once I saw that I had been on the phone for nine minutes, I hang up. The phone was never answered again during that call.
A couple of hours later, I decided to call back. I was trying not to sound rude, but wanted to get the point across that the previous attempt was, to say the least, disappointing. The lady who answered the phone this time told me the same thing (need to transfer) and cut me off in mid-sentence to do so. Arrgh.
After the standard 6-90 seconds of hold music, it back to the same ringing. The phone was picked up briefly, then put on hold again. 30 seconds or so later, an out-of-breath gent answered the phone, and I was finally able to get the answer I was looking for.
With gas prices, inflation, and purchase scrutinization at all-time highs, my thoughts go down the line of , "What the heck are these people thinking? Don't they want my business? Are these employees so short-sighted that they're willing to lose a customer over impolite and impropper handling of phone calls?"
Here's what makes this worse for me: about a year ago, I had a situation happen at this exact store. This time, it was being way overcharged for something that was still on sale. When a clerk couldn't help me, I asked to speak to the manager. HE was the essence of customer service. He helped me through the whole process, including actually being my cashier. I told him how refreshing it was, as the joke in the circles I move in is "If you have to ask for help, don't go to Staples." He explained to me that he knew of that mentality, especially with this particular store that he'd just begun managing. He said he wanted to do everything he could to turn that around, and to let him know if any problems ever come up again.
(sigh)
So, what do you think? Do I contact the manager and tell him about this? Do I keep my mouth shut and be happy I'll be able to purchase a printer for better than 50% off? There are only two choices in town for purchasing computer and office equipment, and the other place is Fred Meyer.
In any case, I would think that, given the global and national financial climate, businesses would already have their customer service skills sharpened and ready for action. I believe the time is coming where brick-and-mortar stores are really going to feel the pinch of where our economy stands. We're not going to just hop in the car and see what people have in stock. If the information isn't readily available to us, we are highly likely to move on, and in a quicker manner than before.
Business owners and managers: now is the time to perfect our customer service departments. It's more important than ever.
Posted on June 27, 2008 3:00:56pm |
Permalink
|
