On New Year’s Eve I ventured out to Kenwood Mall, something I normally don’t do, not because I don’t like to shop, but because I hate shopping around this time of the year. Why you ask, because people seem to be ruder and less courteous after Christmas. Seems like the day after Christmas that holiday cheer that had people saying “Happy Holidays”, “Merry Christmas” and/or, “Seasons Greetings” was sucked right out of their body. Maybe they’re upset that they didn’t get what they wanted for Christmas and instead got those God awful pajamas that make your skin itch from their great aunt Gertrude. Maybe they’re upset they have to work on New Year’s Eve, I don’t know what their issue is, but that day I seriously thought I was on MTV’s Boiling Point, because no matter where I was there was a sales clerk who I thought I would lose it on.
I took my son into the Gamestop inside Kenwood mall. Now my son who had some cash and $80 in Gamestop gift cards. I’ve taught my son when he goes into a store he needs to look the sales person in the eye and ask for what he wants. Azaan asked the sales clerk about a specific game. The clerk responded we don’t have it and proceeded to help the next customer. No, “do you want me to check the 20+ Gamestop stores within a 15 mile radius,” NOTHING! Since the sales clerk didn’t offer to, Azaan asked the guy could he call another store to see if they had it. The guy looks up the number and begins to rattle it off to my son. Now Azaan got a cell phone for Christmas and is still learning about cell phone etiquette and was more than eager to dial any number given to him. My naïve nine year old pulled out his cell phone and began to dial the number. I stepped in and told Azaan to put his phone away. I advised the clerk exactly what his job was. He told me he had paying customers waiting. Hhhhmmm, my son has $80 worth of gift cards and cash in his wallet, was he not considered a paying customer? Anyway since when did sales clerks stop being courteous enough to call other stores to check to see what store may have the item you are looking for? As he told the next customer to step up, I asked to speak to a manager. “I am the manager” he said curtly. At this point, I was too through. I gathered my kids, placed the 3 games Azaan wanted on the counter and left. The sales clerk offered no apologies and continued working-if that’s what you would call it.
The whole time we were in GameStop I didn’t here one “your welcome” or “thank you”. Many of the clerks replied “no problem” I even heard a few clerks say “ugh hugh.” Ugh hugh, I mean seriously. Where has the customer service gone and when if ever will it return? Whatever happened to the customer is always right and if not right, at least treated with some respect. Now I know people have bad days, but this was kind of service is experienced far too often from far too many people.
While I came home and wanted to write a letter or call to let someone in that company know about my experience I had to attend to my many responsibilities. I am one who will call when I receive excellent service and you better believe I will call or write when I receive poor service. While I didn’t call or write the day it happened I remembered this morning when my son asked if I would take him to Gamestop after school. With that reminder and the help of the internet I found an email and telephone number where I could direct my complaint. While nothing may come of my email or phone call I feel that you have to call stores to let them know about your poor service. I mean, if they don’t know about the problem, how can they fix it? Nicole
Now, while I've experienced terrible customer service and some of it was the fault of the sales clerk there are many times that 'we' sabotage our own shopping or dining experiences. I’ve come up with several ways to get better customer service.
1. Compliment the person giving you the ‘service’
When you tell the person giving you the service that you were pleased it is likely that they will continue to give good service. Drop a compliment card; tell management about the good service you received. If they don’t know that you are happy with the service they may say why continue to do it.
2. Keep receipts
If you have been over charged, charged for an item that you didn’t purchase, or want to return an item it is easier when you have receipt. You cannot go into a store with an attitude demanding they do what you want and you don’t even have a receipt as proof of purchase.
3. Understand what you are getting
If you go into a restaurant and are unsure of something on the menu, ask the waiter or waitress how it’s cooked, what’s in it, how can it be changed to fit what you want to eat. If what you want is not on the menu ask them can they make it for you, you may have to pay a little extra but a lot of restaurants will do this for you. If it’s an item that you are purchasing such as a TV, gaming system, appliance, etc., research it. Don’t purchase anything without asking questions; otherwise it is likely that you will get something you really didn’t want.
4. Ask to speak to management
Most of the time the sales clerk can only do so much in regards to making a decision other than how to give you your change. They don’t even have keys to over-ride a purchase for God’s sake. If there is something wrong with your service don’t browbeat them, just ask to speak to a manager. If they’re management ask to speak to the owner. You can’t expect someone low on the totem pole to do something they are not authorized to do.
5. Check yourself
Too often we are the one with the attitude. It is possible that we are having a bad day and go into the situation claws out and the sales person is feeding off of our energy.
If all else fails just kill em’ with kindness, no sense in raising your blood pressure!
Love, Live, Life!
No comments:
Post a Comment