Guest Blog Post: A Little Acknowledgement Goes a Long Way
Over the past week I’ve seen my share of Good and Bad Customer Service.
Let’s start with the bad shall we? It’s Wednesday night, the day before the girlfriend and I take a trip to California to see her family. I’m tired after a day behind a desk doing what I do for a day job and I had just finished taking my mother into town to do shopping for the rest of the family. My girlfriend and I go into a local chain store for some quarters to do a load of laundry. We go up to the Customer Service counter and stand in line and we’re next up with two people working at the counter. After one of the representatives finishes up with a customer, she leaves the counter with a line of four of us waiting. The other employee, still at the counter, is very slow with her customer and doesn’t acknowledge anyone else waiting in line. We stand there for about seven minutes before they are finished.
As a person who works in customer service, I understand that longer-than-normal handle times happen from time to time. However, when you’re handling customers face-to-face, you need to be able to meet a customer’s needs in a timely fashion. For those situations that may take a little more time than expected, at least let anyone who is waiting in line know that you or someone else will be with them shortly. Ignoring or simply not acknowledging the presence of those waiting makes them feel they are not that important as a customer, which of course is a really good way to lose business.
Jared Morgan will be 21 in December and hails from Roseburg, Oregon. He is an employee for a Call Center and is a Dedicated Phone.com representative. His hobbies include racing cars, working on cars, working on computers, graphics work for VHR and Roller Skating.