If your work includes dealing with the public, you’ve probably had days when you would like to hug one customer and strangle the next. Not literally, mind you. But more and more service workers are fed up with whining, dishonest or outrageously demanding customers. If you work retail, you know what I’m talking about. The person who returns an armload of items because they just weren’t right…with telltale signs that they were actually worn and brought back for a refund. Or the person who eats 95 percent of a meal, complains about the food quality or service and wants a full credit off the bill.
That same service person, once they punch out, can instantly take on the persona of the angry customer, bullying or whining at what he feels is a lack of customer service from someone else. We hate bad behavior from customers, but don’t feel the least bit embarrassed to exhibit it ourselves.
James Surowiecki’s article in the New Yorker, “Are You Being Served,” looks into this trend of double-sided customer unhappiness. Employees have had it with customers and don’t want to take it anymore. Armed with sympathetic scripts designed to soothe an angry customer while not budging an inch, they don’t seem to care about anything but getting you off the line or transferred to someone else. And customers are frustrated with snappy service slogans that make good sales jingles but fall flat in practice.
According to James, some recent trends that contribute to this service schizophrenia include:
- The economy. Yeah, blame it on the usual villain. It is actually the reaction to the economy that may be a contributing factor for this double unrest. With business trying to stay alive and keep the lights on, customer service agents are expensive. What with salaries, benefits, days off and other expenses, it’s cheaper to put up a website with a list of FAQs to “fix your own problem” than to have a cheery human available even during normal working hours. Call centers are notorious for turnover. The cost of hiring and training staff, only to have them jump ship in three to six months is just too much for some budgets to bear. Plus, it’s difficult to maintain a high level of service if everyone is a “newbie.”
- It’s the consumer’s fault. Everyone wants a bargain. They chase sales, clip coupons and shop second-hand. DIY is the new status symbol. Customers wait for the 75% off sale and make a game out of stacking coupons and discounts to pay as little as possible at checkout. At those price points, we’ll all be using self-check outs soon. Cheaper prices and BOGO (buy one-get one) are shrinking profits and payrolls.
- The new complaint department. In the past, if you had a complaint you wrote a letter, sent an email or just marched down to the store and talked to someone face-to-face. Technology has transformed customer complaints into an art form. Unhappy with the Gas Company, auto technician or hairdresser? You can tell the world in 140 characters in the blink of an eye on Twitter, post a scathing comment on Facebook, complete with photos and a Google map of the offending business, or post a video using song and dance on YouTube. Cyberspace has given customers the upper hand.
- Who’s number one? Something happens once you become a customer. Once locked into a price or contract, you’re not as attractive as the next possible customer. Businesses create “deals” for new customers that are off limits to existing customers. New customers are showered with discounts and freebies. Old customer? Not eligible. You are stuck with your expensive plan and old equipment for the duration of your two-year contract. If you want out, you’ll have to pay some hefty cancellation fees.
No wonder customer service has become customer indifference. There is no real bad guy. We all have our own part in this dance. It’s time to stop the music and rewrite the score.
Image courtesy of mikumistock / freedigitalphotos.net
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