Communicating may not only come verbally, but through body language as well. One must always show positive body language in order to show interest in the customer and make them feel both comfortable and welcome. Positive body language consists of smiling and making direct eye contact, to show that we are listening to what they have to say.On the other hand, bad customer service is the opposite of all of this. Ignoring the customer, giving attitude, rudeness, not knowing the product nor what you are talking about, making them feel uncomfortable and unsure are ways to give bad customer service.
One thing to think about and have noticed is that when we do receive a great service, we rarely bother to share it with friends and family. However, when we get a bad service at a certain place, we end up talking about it to others and trying to convince them to not go there again. I am very certain that every single person, at one time, has received both good and bad customer service.
My experience of good customer service is at a store inside the mall, Charlotte Russe. The employees are always on top of things. Having people always available at the cashier, never having people wait for a long time, employees asking customers if they need any assistance or if they are finding everything alright, resolving peoples complaints and handling them in a well manner, patience, smiling and making the customers feel welcome. They also have employees working the front end of the store to greet the customers as they come in which is an excellent way to attract people. One time that I was in there, I was looking for a particular style of shirt that I had seen on the website. As I asked for assistance, the lady seemed happy to help me, listened to what I had to say and asked other employees for further assistance when she was unsure. Once finding the shirt, she showed me to the fitting rooms and even offered to get a different size for me that way i didn't have to go over and do it myself. At the end, employees working at the cash register were very friendly. They asked if we found everything we were looking for and then gave us a parting comment after leaving. This was an experience I would like to get in the future.
My example of bad customer service was the worst! It happened to be at the Walmart located in National City. I was looking for a SD Card for my camera in the electronics department. Unfortunately, there was only 1 person working there at the time with a million people trying to buy something. Once I found the appropriate SD Card, I went over to the customer service desk to ask for assistance in opening the case. The employee told me that he will be with me to help in just a few minutes. I didn't think that a few minutes meant 15-20 minutes of waiting. I grew desperate, especially after seeing others being helped even when I had arrived there before them. It was unfair. I saw another employee walk by and so I immediately took action. I asked for his help and his reply was simply of, "He will help you as soon as he can." pointing to the guy I had asked in the first place. I felt so mad at the end and like I never wanted to return to that Walmart. Once he finally realized that I had been waiting for him for a long time, he turned his attention to me. He pretended as if nothing was wrong. He didn't bother to apologize nor to even look at me! This was super inappropriate and disrespectful. Without saying anything of it, I paid for what I had came for and left without looking back.
Ever since then, I have not returned to that Walmart, especially to that particular department.
wow, great effort!!
ReplyDelete