Wednesday, December 15, 2010

If the Item Had Not Been for My Baby Girl...


“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation," says Jamier L. Scott.
Yesterday, I went to a store (I won’t mention the name) to pick up an item for my baby girl (ok, so she’s 13) that was on hold for me.

I walked up to the semi-circular counter. Two customers were already being waited on by two sales clerks at opposite ends of the counter. However, there was a third sales clerk standing in the middle of the counter with his head down. I walked up to him. He never looked up at me. I don’t know if he saw me or not. After about three (long) minutes, I cleared my throat.

“Excuse me. I have an item on hold here for me,” I said.

He looked up but didn’t say anything. I was perplexed. He must have heard me or he wouldn’t have looked up. I cleared my throat again.

“Excuse me. I came to pick up an item that is on hold for me,” I said again but this time in a slightly (just slightly) louder voice.

“What type of item is it,” he asked in a dull and monotone voice.

I told him what it was and he left and walked into a room behind the counter. I never saw him again.

I would think that during these tough economic times the importance of customer service cannot be overemphasized enough.

So what if you’re store is crowded and you don’t have time to think straight. Count your blessings. That is a good thing.

An unsatisfied customer may very well be a non-paying customer; and many non-paying customers may very well lead you to the unemployment line and/or your business down the tubes. If the item had not been for my baby girl, I would have gone to another store.

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