Mentoring

Customer (Lack of) Service

After being couped up in the house for 3 days, Sether Joe and I ventured out this afternoon. We had many things to accomplish but one in particular included returning some pants at the mall for my oldest son who can’t fit into his size because he’s too tall and can’t wear the bigger sizes because he’s so darn skinny. (Sorry for the run-on sentence) While waiting in line to return the pants, the cashier and another customer had, shall we say, a little altercation. It wasn’t as heated as the definition of the word implies, but it was not pretty. The customer had asked the cashier why she didn’t get credit for one of her returns. The cashier was insistent that she did. The customer disagreed. The cashier finally realized she was wrong and while rolling her eyes, grabbed the receipt from the customer’s hand. Oh no she dih-uh. Had it happened to me, I’m sure I would have asked someone to hold my hoops by this point. So what happened? I’ll tell you what happened. The cashier was wrong and she didn’t like it. Tell me, when you are wrong, is your first response defensiveness? Feel free to elaborate.

5 thoughts on “Customer (Lack of) Service”

  1. Oh, dear Cindy… You sound so scary! I’ll hold your hoops any day to see that!
    I can understand the cashier’s response being frustrated…it’s the mall and around Christmas!
    As for me, I definitely get defensive in situations, but it depends… but i am certainly not rude, or am I ?…unless its my family…i need to work on that. I’m much more likely to get frustrated with those I am close to. (sad but true). And i wonder why my family doesn’t have a desire to know Christ!

  2. After a long (painful, sometimes embarrassing) journey (still in progress), I’ve recognized my intolerance with being wrong and am more in touch with my outward reaction when those situations occur. I’ve learned its a lot easier and freeing, actually, to admit my mistake and move on. People are more likely to forgive your error when you openly admit it than they are to tolerate your rudeness when you don’t. Does that make sense? I try to remember who I represent when I feel the ugliness rising from deep within me…most of the time that curbs my appetite to be “right”. But, I’m human and I do stumble so if you witness me act differently than this post suggests, please pick me up and dust me off. I’ll do the same for you.

  3. I just couldn’t pass up commenting on this one. I work in an ER where customer service has surpassed the importance of quality health care-which means that according to administration, I need to be more concerned with the patient’s “idea” of the “customer experience” than I am with the reality of the patient’s treatment. This basically means that I have to make sure that the patient/customer(which absolutely sticks in my craw because in my opinion, if you are in the ER, you are a patient, you didn’t make an appointment and you deemed your condition an emergency or you wouldn’t be there) is happy with the temperature of the room, the warmth of the blankets, the quality of the sandwich that I might provide. I would much rather focus on making sure that you get medical attention in a timely manner, that my IV is painless and you leave my ER thinking- dang, that was one good nurse, she really took care of me. Which brings me to my soapbox. I have encountered many people who work in true customer service driven companies that absolutely hate their job and don’t care who knows it. They don’t care if they treat you like you are an idiot or with such indifference that you feel a leper. They are simply whiling away the hours in order to bring home a check. They have no loyalty to their jobs, find no satisfaction in their jobs and are probably looking for something better at every turn. I find myself biting my tongue every time I encounter one of these so called “customer service” agents. I want to tell them- “hey! You don’t like your job- don’t work here! There is a world of opportunity out there! Go find your passion!” That’s what I did. At the ripe old age of 32 I left a lucrative yet soulless career in real estate to go back to school and become a nurse. And now, even though I have pressure from above telling me to make sure that the “customer” experience for my patient is perfect- I can do that. Because I want that patient/customer to walk out of my ER believing that they couldn’t go anywhere else and have the same experience. Now, to address your actual question- I have to say that I make a practice of not getting into a situation where I have to defend a wrong. It’s not that I don’t make mistakes, I do but I freely admit when I make them. I will, however, defend to the death, my stand when I believe that I am right. My stance is not defensive, though. There is a hidden lawyer in me that always has a well prepared argument to support my belief. 🙂

  4. Hey, just read this. Something similar just happened to me yesterday. Took a Christmas letter to be copyed at a Office Depot. The clerk was ticked off because she was over-worked evidently, and didn’t want to do another copy job. She was very rude. She started the job and then walked away without a word and let another person take over. When the job was finished we left. As we were driving I looked closer at the letters and three-fourths of them were upside down, as the paper had a patten around the edges. I told Lloyd, I should go back and get my money back. But I decided since I was doing a spiritual fast to become more Christ-like, I would be obedient and turn the other cheek. So, some are upside down. Well today Lloyd said, you know, you handed the stack of paper to her and you should have made sure they were all right. Okay, I admit that probably I should have checked it myself. I want to be defensive but I guess he’s right.

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