The Decline of Customer Service

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Is it just me, or are young people getting dumber and dumber?  Now when I refer to young people, I am referring to people from the ages of 17 to 25.  These are the people that often serve you when you go out to eat or shopping at the mall.  They serve your coffee, sell you your shoes and take your payments all simultaneously behaving like a simpleton.  It seems everywhere you go these days; you are greeted by the blank and dumbfounded stares of the young.  What’s going on in that hat holding seedless melon of yours?  Are you here?  Or are you simply sleeping standing up?  Have you consumed one too many Red Bulls destroying the last few remaining brain cells you have left?  Can you please stop talking about your night out with your co worker and provide the customer service that the sign over your head claims you do?  My friend recently told me about some over the top douche-baggery she recently encountered at a local hardware store.  (OK it was Home Depot and they are located in Dartmouth, Nova Scotia by Mic Mac Mall)  It was there she had to go to the paint section on three different occasions.  Standing at the customer service desk with paint in hand and questions ready to pose, the 2 young people working at the counter helped several customers in all directions completely ignoring my friend.  The next day upon her return much to her dismay, the same people were working behind the desk, again, ignoring her once again.  Now you have to understand my friend who is barely 5 ft 4”earned the nick name “pit bull” from me due to “take no shit” attitude, I was ready to hear a story of her laying the smack down on the store manager, but she didn’t and DID eventually receive some customer service; from an older gentleman of course, which only supports my theory.

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In positions of customer service, it is usually customary to greet your customers and ensure they have a pleasurable shopping experience.  Businesses are no longer showing their support or belief in pleasing the customer which is a shame.  According to Business Case studies in the UK:

“Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for”.

Read more: http://businesscasestudies.co.uk/business-theory/operations/the-importance-of-customer-service.html#ixzz2c4mMdxA6

This lack of customer service, particularly with young people is actually damaging many local businesses here.  Not so much the Mom and Pop stores as those businesses are generally built on family values which are passed down from generation to generation.  The real problem lies within the fact that most young people now don’t envision themselves working permanently in the service industry and their lack of caring attitude shows.  As an employer, it would make sense to fire those that cannot perform their duties.  These people are representing your place of business and will determine whether a customer returns.

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I’m tired of having to repeat my orders over and over and yet somehow I end up with cheese on my hamburger when I am lactose intolerant and specifically asked for no cheese.  I’m tired of walking in to a store to find the employees shying away, picking up busy work to discourage you asking them a question.  I am tired of your attitude when I ask where a product comes from, how it’s made, what it contains, or basically any other generic question I may have a product or item you are supposed to be selling to me.  I’m tired of the lack of respect I receive when I enter a place of establishment and walk out in a rage because I couldn’t find A) what I was looking for and B) someone to help me find it.  I am also tired of the “just here to get paid” mentality that prevents you from correctly learning your job.  Lastly, store managers and company owners, do you have any idea how incompetent and disrespectful your employees are?  Don’t you want to make money?

“Okay, all this is great Sparky but how do we fix it?” you may be asking yourself.  Simple.  Interview, test the candidate.  Supervise and avoid hiring witless half brains that will destroy your business.  Go with a more mature candidate that will take their job seriously because they have kids to support or bills to pay.  Listen to how they communicate with customers.  Do they sound confident?  Can they construct sentences?  Bathe regularly? Answer simple skill testing questions?  This is what you should be looking for.

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Businesses, I implore you, please bring back the customer service we used to receive before the day of smartphones and people’s attention spans rivaling that of a gnat ; Where people get their education from people like the Kardashians and the contestants on Big Brother.

Sincerely,

A Former Customer.

Live Humbly, Be Charitable, Live Graciously,

Sparky

Sources/Images

http://businesscasestudies.co.uk/business-theory/operations/the-importance-of-customer-service.html#axzz2c4lm4QLr

“We Waited/No service”   http://www.andyhanselman.com/2012/01/20/sales-prevention-officers-still-the-main-cause-of-poor-customer-service/

“Pie Chart”   http://www.webpronews.com/poor-customer-service-holding-back-e-commerce-sales-2009-08

“When your Customer Service Drops…”   http://doolang.com/postcards.html

“Customer Service: Poor.”   http://lukehimself.net/?attachment_id=8991

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About SparkyLeeGeek

I'm a cheesy broad with a good sense of humor. I'm also a self professed geek, dog lover, Whovian and music snob. I have earned money by painting, I've worked in call centers, with dogs and in the fitness industry. I also write for Bubblews http://www.bubblews.com/account/165359-sparkylee74 and I have 2 separate blogs on Blogger: "My Whovian Take" a blog dedicated to Doctor Who and "Life in Fog Goggles" a blog dedicated to daily life and living with Fibromyalgia and CFIDS. I will be featured in an upcoming Anthology for HorrorAddicts.net titled "The Horror Addict's Guide to Life" My interests range from Doctor Who, dogs, and Science Fiction to Zombies, Humor and Astronomy. Creativity is my passion.
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2 Responses to The Decline of Customer Service

  1. Anonymous says:

    Wonderful citations however it is not always these wonderful people that leave these horrible reviews. If you will understand that most social workers know people much better than yourself and deal with a lot of them at once. Having a “easy” customer is a “breath of fresh air.” The professionalism must apply mutually. It is the “office bug’s” opportunity to overlook the server whom is now “the bug.” It is an individual dealing with an individual. The decline of customer service will continue due to the fact that these ugly people will bring an end to the world as well and not help thy neighbor, which has nothing to do with social class or race.. What is going on “up there” in most servers mind is that some of them have two masters degrees, some of them are geniuses, some of them are coke heads but the person dining in front of them is no better than them especially if they treat others that way. The server is looking at the customer hoping that their “social status” has brought them the knowledge that service from another human being is a privilege that truly should have no price tag.. Servers make $1.17 an hour after taxes. Everything else is unknown. They do not decline service in the hopes of making money and pleasing each table with each and every napkin or butter, or they go home with nothing.

    • Thanks for your comment. I’m really referring to mindless employees- I have a university degree myself and wound up working in food service at one point but I was still present in the moment. Surely you’ve come across this at some point. Ppl in general are dumbing down, this is just one instance.

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