A recent expose’ looking into bad customer service at some major retail companies was recently posted, and the results are very saddening. The report was conducted by ABC15 out of Arizona, and the below four minute new reports showed some of the findings:
At one time or another, I am sure most everyone has run into a scenario where they were given less than desirable customer service, so this type of report does not shock many people. But it should! It should especially shock the companies that it gets revealed to. Sadly, it rarely makes a difference, even though it is ultimately hurting the company’s pocket book.
If you are looking for work in a customer service related field, how does this video report make you feel? Is this how you would treat customers? Sure, it is easy to quickly say “no way, not me,” but give it some serious thought. Do you genuinely care and desire to step into action and assist customers until their “issue” is resolved, or do customers provide more of a sense of hindering you from what you desire to do? Customer service should be about the customer, and unless you have a strong desire to help others, you should probably not enter into such a position.
Sadly, these types of jobs are often looked at as “entry level” positions, and companies just hire anyone off the street, regardless of experience, to fill the slot, and they seem to have little concern about the end result. If things get too bad, they let the person go, but if no major issues occur, it is business as usual. It is as if they are unconcerned with the fact that according to Consumer Reports, 2 out of 3 customers have walked out of a store because of the poor service they have received.
When it comes to customer service, Galen Collins, who appears in the video and has 30 years’ experience in the field as well as actually teaches on the topic at Northern Arizona University, says there three real basic steps that everyone should put their focus:
- Acknowledge the customer quickly
- Attentively listen
- Taking action
Dropping the ball on any of these points will result in poor service to the customer. In order to excel in the field of customer service, you need to be passionate about helping others, and you need to be concerned with how you represent your company. If you are unconcerned in these areas, then service will continue to fall flat and chances are your advancement in the field will suffer greatly.
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