Customer Service starts with the customer!
By Dexx 2G
Dexter G. Gill
“Do unto others as you would have them do unto you” Truer words were never spoken. I was sitting in a restaurant with a good friend of mine and several ladies (one which would later be my wife) and we were greeted by a seemingly disgruntled waitress. The greeting was less than inviting; she made it painfully clear that she was not happy to be there. Never-the-less she remained and began taking our preliminary drink order affording us time to decide what we wanted to eat. She took about ten minutes to return to the table and when she did, her attitude had already infected the ladies at the table. Everyone assumed the bad service was because we were black and “we” don't tip well. My friend and I actually remained pretty level headed but the ladies were irate and could not express more how disgusted they were with this young ladies service. Now an hour or so into our night the bill finally came and along with it an explanation as to why the service was so sub-par. “I'm on my period and the last group left such a bad tip” OOOOHHHH now that makes it all better! All the ladies at the table were so understanding then! “Oh my god girl, I know exactly how you feel”, “It's alright girl we didn't have any problems with you.” “Girl you straight.” Are you serious? The service was absolutely deplorable and as a customer, and mind you a respectful and patient customer, I was done a disservice and I am to forgive all your transgressions because you're on your cycle? But I perpetuated this disservice by actually giving this woman a decent tip. Hopefully she did not take that tip as a pass to continue her bad service, believing that she could carry on in such a fashion and still get paid. Unfortunately I couldn't comment on the food because my focus was the bad customer service. The waitress did attribute her poor service to the previous customers.
What do you do when customers are the problem? Although I was dissatisfied with the service I was receiving I did not let that affect my Customer Etiquette. Customer service does in fact begin with the customer. The American consumer have become very spoiled and out of control and have lost all sense when it comes to dealing with the Customer service representative. It is understandable that yes you are spending you’re hard earned money and you expect to get every pennies worth, but there is such a thing as Customer Etiquette. It takes a lot for these customer service associates (CSAs) to wake up in the morning and come in to a job that probably doesn’t pay the greatest, to deal with the multitude of personalities they are going to be faced with. There is a certain way you as a customer should present yourself. Don’t treat the CSA as if they are mindless lackeys. Many of them are actually quite intelligent and definitely knowledgeable, especially about what they are selling. Great customer service should be offered to you regardless but if it’s not, that is not your cue to be disrespectful or nasty. That just perpetuates the bad service. If you are not satisfied, never say to a CSA, “well your competitor does this or doesn’t do this” most CSA’s are not high enough up in the grand scheme of things to care. If you are going to comparison shop, then do that but please make sure you have done your research properly. There is nothing worse than an uneducated or under educated consumer. If you are told by a CSA that something can’t be done due to their policies 99.9% of the time they’re probably telling you the truth. Most companies don’t place a great deal of decision making power in the hands of the average hourly associate. Never ever yell or swear at a CSA because 1) whatever you were trying to get them to do, you blew it by yelling at them because now they are upset with you. 2) These people are generally your food handlers, need I say more? And 3) The CSA is an adult, and because his job is so disposable, he/she is liable to turn around and give you a dose of your own medicine. Respect them as adults, young or old. A little patience and respect on your behalf could mean the difference between good or bad customer service.