I work in the customer service industry, retail management currently. Customers are an interesting species. It really doesn’t matter the industry, if you interact with customers, my friend you are in customer service.
Customers have expectations. What do they do when we (the organization) falls short? It is always an interesting interaction.
A slice
A customer “wants to speak to a manager.”
“How may I help?” Smile!
“I drove all this way (20 miles) only to purchase these and you’re out. The website shows you have them. Where are they?”
“I never should have even bothered, should have believed the reviews.”
“Let me see what I can find out” is what exits my mouth.
Meanwhile, my though bubble “Yes Ma’am, I’m wondering the same thing. You drove 20 miles, the distance the salesperson who tried to assist you drives every day to work, for only 2 items which cost $0.99 each? Isn’t there a dollar store near you? That’s a lot of time and traffic, not to mention gas!”
I am unable to perform magic to make the items appear. I offer, if she will just purchase a gift card for $2.14 (so tax is included) at the cashier, I will make certain that we mail her the item, free of additional charge of course. She is still grumbling, but seems appeased. She’s off on her merry way.
Next customer, similar situation, except that he has been back and forth to the store a couple of times. Having overheard, he tells me he has worked retail and chuckles. I offer to send his items to him, at no expense and he is happy.
Thought bubble “Yea! This guy has been in my shoes! No bitching and moaning! Woohoo!”
Miss $2.14 is still on my mind. I head to customer service to make certain all is well. Low and behold, who is standing at the returns counter?
Bubble “Really???”
“I was overcharged!” I look at the receipt total $2.29. Apparently she was charged tax on the gift card.
Bubble “For Pete’s sake, it’s a whopping 15 cents!! I found a dime in the parking lot on my way in, will you take that?”
With a smile, “Please just refund her 15 cents.” The customer is still complaining when she leaves. I hope her day gets better!
Have you worked in customer service before? Retail? Fast food? Waited tables? Receptionist? Hotel? If so, I understand and appreciate you. Thank you for your time, help and smile!
My ask
If not, please have a little compassion for those who do.
The person you pitch a fit in front of are small cogs in a great big wheel. They’re doing their best given the situation, and aren’t just trying to make you unhappy. Take a minute and realize, you’re not the first, nor the last “tantrum” of the day. We truly are sorry we can’t make your day. To disappoint you is not our intention.
We’re human, we make mistakes, we can’t perform miracles. Don’t let it ruin your day.
Ask politely, be nice, say “thank you for doing what you can”, smile thru your disappointment. You might make the customer service workers day!
After all, it’s only a nickel and dime.