Following my recent posting tied to the Cluetrain
Manifesto, I have been thinking about the the concept of conversations and its various facets. Discourse is conducted between individuals, and one shouldn't forget
that service is also managed (for the most part) by human
beings.
Maybe due to a pride I have in offering the same customer service I would expect
myself, this has caused me to lament recent experiences where apparently others do not necessarily hold that same benchmark. Maybe such people expect
no more than they offer themselves.
Here the intention is
not to spell out why a customer is experiencing bad service, but what impressions a
customer receives when being served improperly. After careful thought, these four
categories below summarize my experience, and I welcome any suggestions to enhance the list below.
- Intimidation -
"How dare you ask for a refund"
- Avoidance -
After staring at a clerk for over 20 minutes behind his desk, the person
finally acknowledges your presence and says "Is anyone helping
you?" The only reason the clear responded at all is because he
inadvertently looked up and mistakenly made eye-contact with you
- Lethargy - How often have you been 'serviced' by an
individual, where you know full well they could care less about you and/or
your wishes. When I run across a situation like this, my biggest wish is restart
the scenario like rebooting a computer, hoping that I land at any other
counter that the one I'm at right now.
- Lying - The worst is when you know more
about the product than the employee, and that person tells you anything
expecting you to believe it. I've noticed lying is rarely a singular act
but comes in multiples.
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