By Cindy Pitts Gilbert Buford Weekly Illustrated May 4th, 2016
Sometimes people really amaze me. Have you ever walked into a retail store like
a Walmart or
 |
photo credit:
www.sandiegocaproperties.com |
Costco and you see 6 people behind the customer service counter
and no one will look at you? You can be big or small, yet you are still a
ghost. We have all experienced it, you look at each one of them really do the
puppy dog eyes pleading, just look my way for a second, and not one single
person looks your way. It is as if they
think that if they don't make eye contact, you aren't really there. What kind of training in customer service
skills class do they give these people.
Ok, today we'll learn how to avoid eye contact. Sometimes I just want to laugh and wave my
arms and say "Um ,Hello people I'm right here. What they don't realize is the longer we wait
without being seen the more frustrated we become. Waiting like cattle, waiting for the person
behind the counter to look our way and say, "Can I help you?" Then pray
they help us or dash all our hopes for
resolution. It's not only the person
behind a counter I'm referring to, how about phone customer service rep? When
I need help on the phone; my cell phone provider, my bank, or the dreaded call
to (insert scary music here,) the local cable provider. My least favorite customer service nightmare
is the rep who knows they can't solve my problem and they put me on hold. I
hear the not so beautiful hold music and then silence. Really, I just got
disconnected. You know at least 50% of the time that was no accident. They just
didn't want or didn't have the skills to help you solve your problem so they
hang up on you pretending that it was an accident. I have literally had to call in and relive
the same scenario three to four times. The
golden ticket is that sometimes we walk into an establishment and there it is a
smile that lights up the room. Hello, Gorgeous! I'm not saying the person is
magazine model perfection. I am talking about the person who gets it. They are hired to do a job, take care of
customers' needs. They get that customer service is all about, yep, you guessed
it, service. This individual comes in to
work, leaves all their own problems at the door and offers you service that
makes you feel all warm and fuzzy. I
just want to hug this bright eyed or perky sounding human being who actually
has me laughing with them make me feel like they truly care about making my
problem go away and my day just got a little bit brighter. I have worked in customer service in one form
or another all my adult life. I believe it's a choice, not just a paycheck.
If you don't like what you do find something else to do but let's all agree,
not to take it out on the people who pay good money to keep you employed, our
customers.
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