I completely agree with you!  And on top of bad customer service, the customer is now expected to do a lot of work themselves.  I go to the grocery store, and I load my own groceries on the conveyer belt.  Then I'm the one that has to put the all back in the basket while the cashier stands there staring at me.  Customer Service is a thing of the past.

I agree... the importance of customer service has really fallen by the wayside in retail stores and restaurants in particular. Each time I actually do have a really positive customer service experience it's a kind of a shock. Sad huh. I think the problem begins when companies treat their employees like robots instead of people. Then in return, employees start acting like robots who don't care. Of course there are the many exceptions where employors treat their employees extremely well and it shows in their work.

Meredith - you couldn't have said it any better! 

There's a guy at Belks Department Store in Salisbury, NC who is fabulous. I tell him what I need. He hands it to me. I pay. Seriously, he has a great eye. He's seen the boys and knows what they look like and basic style preferences. I can say "shorts for high school kid" and "shirts for one headed to college." He fixes me right up and fast.

But, that is the exception - for sure!

Thanks for your comments! Another problem that lends it's hand to this issue is training. I see more and more employees being trained by a computer.?? They need to get back to workshops of the job at hand, role-playing the position with experienced employees. I believe in drilling proper job etiquette into new hires to the point that they cound'nt get it wrong if they tried.  Another thing I hate seeing in our grocery stores (wal-mart), is a computer sitting in the front, main isle with a sign that says apply here! LOL! What ever happened to filling out an application (or leaving a resume), handed it in, and meet a manager on duty with a firm handshake? Those days are long gone.

I agree jasyjen, it does seem like they are making it more and more where the customer has to do their own then.

But to be honest, I prefer to bag my own groceries!  When they bag, they give me like 30 bags.  When I do it, I can do it in 10-15!  Honestly there's no reason to keep my box of cereal separate from my box of crackers. If there's no bagging person, our cashiers do always help as soon as she's done scanning items, so it's not like they don't want to do it though.

However, with other things I do get annoyed with how much I'm supposed to do.  For example with my bank, I filled out a form to ask a question and the answer I got was that I'll have to call this number and go through the prompts.  They couldn't answer ??  What the heck. 

I'm not saying that it's horrible though, I have noticed a lot of people at stores are willing to help and will walk me around to each item I can't find, HOWEVER - finding these people in the first place can be hard.

Meredith said…
I agree... the importance of customer service has really fallen by the wayside in retail stores and restaurants in particular. Each time I actually do have a really positive customer service experience it's a kind of a shock. Sad huh. I think the problem begins when companies treat their employees like robots instead of people. Then in return, employees start acting like robots who don't care. Of course there are the many exceptions where employors treat their employees extremely well and it shows in their work.

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Meredith, I agree with you. I hate it when you are ready to check out at a retail store (especially clothing stores) and there is no one at the register. Then you have to hunt someone down.

I remember this one time I had to hunt someone down. When I did find someone, they told me they could not work the cash register and I would have to wait until the manager got back from her break. I was not the only customer waiting to be checked-out. This poor girl was left alone while manager was on a break. 

I waited for the manager. I gave the manager the merchandise that I was going to purchase back. I told her I was never stepping a foot in their store again. I could not believe a manager would leave her store when her one employee could not work a cash register. Needless to say, this store closed up. 

I am so used to bad service. I was at a store the other night and there was no one in sight working there. I had to walk all over the store looking for an employee and, when I found one, she must have been the dumbest person alive. I am sorry to say that but I couldn't believe how little she knew about something she was supposed to be trained to know. Then I got in line and loaded everything onto the conveyor and was told by the cashier that she was "closed". OK...I took everything OFF the conveyor and put it back into my cart, moved down two registers. and the SAME cashier who closed on me was at that register. WHAT? She did allow me to buy my stuff but made three errors which I had to waste time going to the customer service desk to fix.

And I never thought twice about it. I am so used to it that it's second nature to me not to get good service. On rare occasions when I do, I am stunned (and pleased).

krislynn said…

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Meredith, I agree with you. I hate it when you are ready to check out at a retail store (especially clothing stores) and there is no one at the register.

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This happened to me at a K-Mart store a couple weeks ago. Not a single cash register was open. How are they supposed to make money if there is no one to check you out?  They waved me over to the Customer Service desk, who was also jostling with someone trying to return something w/out a receipt and had a phone ringing off the hook.

Thanks for reminding me... I had a horrible experience at Kohl's this morning and want to alert their corporate offices about it.

As I was browsing through the bras/underwear, I had to listen to the sales associate working the men's section complain at full volume about how obnoxious it was that customers messed up the folded clothes, that they left clothes in the fitting room, and that basically she was running a day care service for ignorant shoppers.

Really lady? Your job is to sell clothes, refold/restock them, and man the fitting room.  Why are you shocked that folded shirts or pants get disheveled over the course of time?

I just had an interview this afternoon for a part-time position as a bartender. This thread was floating through my mind the whole time! LOL! In the interview we started talking about the importance of customer service, and how they needed good employees to bring back more business. I'm happy to report I picked up job #2!  I start Tuesday night at 6, and I'm going to bring the best possible service I can, and hope it's contagious with the rest of the staff! Thanks for the comments everyone!

Yep Perry, good customer service is key.  And as much as people hate kissing butt to some of the rude customers, I find that if you are nice to people, 99% of the time they will be nice back.  Good luck!

This is a PET PEEVE of mine.  When I finally get up to the one register they have open, and the cashier doesn't even acknowledge me.  Instead, she will carry on with a conversation to the other person bagging. The only time the cashier speaks is to give me my total.   HELLO!!!  I'm heeeere! 

I know what you mean Jasyjen. I seem to get cashiers that never speak. No, Hi or how are you doing today! I even hate to go shopping sometimes. 

When I am shopping, I hear a lot of complaining and rude comments from employees. I am thinking you are really lucky to even have a job with that kind of attitude.

You know what I hate the most? Nasty waitresses/waiters. I didn't make them take the job and I am not a tough person to deal with. I know what I want and I am willing to wait without complaining. BUT if they give me something wrong or it's cold or whatever, I have no choice but to bring it to my server's attention. They act like I'm the worst pain in the butt ever. They snatch my plate and walk off leaving me feeling like just leaving.

I hate when they don't EVER come back to see if you need anything or whatever. We sat at a Denny's once without silverware for 10 minutes after our food was there trying to get a glimpse of our server and it was slow that night. Finally I had to go to the cash register area and ask for silverware and for them to warm the food up.

My mother was a waitress as was my older sister. They were friendly, right there all the time, and on top of everything. People used to wait in line to get my mother rather than settle for another waitress because it was just her nature to take good care of people. Is that a dying breed these days? It certainly isn't like my mom was getting paid anything. She made like $2.00 an hour and whatever tips she happened to make (then had to claim them on her taxes). Today's servers get paid better and would get good tips if they would just be pleasant and check back now and then. When I find a waitress or waiter who is good, I will wait for that person when I go to a place. I have my very own waiter at Denny's who takes good care of us all and whom I will gladly wait for rather than chance another server.

And don't get me stared on the bad service in "upscale" restaurants. Ugh. It's as though us being there put a dent in the employees'  plans or something.

Rant over. lol.

You know they taught us in business classes, way back when, that Goodwill, though it be an intangible, should be considered an asset to any business.  Apparently in the never-ending race to boost short-term profits Corporate America has forgotten that lesson, and despite their call-waiting commercials, you and I are not the most valuable part of THEIR business! 

I am in the computer business and spend a considerable amount of money with HP.  I used to be quite satisfied with the level of customer service I received from the company, but not anymore.  Whereas I used to actually enjoy calling their customer support line because the service was so stellar, I now dread it, because it is so horrendous.  Sure people in India need jobs too, but I would much rather my issue be resolved by someone who speaks English, knows the product, and is not reading from a script.  Thanks Ms. Fiorina!

As for local service; sadly it is either non-existent, or sadly lacking.             

What about when the person at the register thinks she is being nice and friendly by telling you stories about their life that you don't understand?  I have one who does that - she is VERY chatty and often times interrupts my husband and I while we are talking to tell her story.  She's nice though, it's just that she is obviously bored and watns to talk!

After reading more of your complaints, I must have good luck with Customer Service.  Usually my complaints are that the person is SLOW, not that they are rude.  Most of the time even the slow waitress is very friendly to us.

As the Customer Service Manager at my store, it is my job to bring the friendly.  That's why, if you come in my store and buy groceries., I can almost promise you will get friendly cashiers, baggers who are attentive and everyone who works their will speak to you. In fact, we have a whole customer service module we train all new hires on.  If they can't treat my customers right, they won't be working there long.  I believe, all things being equal, a customer will shop where they get the best service. I want that to be MY store, not the competition.

  I have shopped at many places where they seem to not care how they treated me.  Don't they understand I won't be back if I have a bad experience?  Now humans make mistakes, but I can pretty well tell if someone makes a mistake or just doesn't care.

Also, the big problem with retail right now is, since times are tough, business seems to think the best place to cut costs is personnel.  As a result there aren't enough people working in a store to give the kind of service people expect.  Its unfortunate but true.

Oh, and WHO is this guy "Norm"?????

Norm = Normal

Hi Mike, and thanks for your post! I, having been a retail manager for Meijers for 9 1/2 years understand what you are saying, and is the reason I made this thread. I had it with retail, it will kill you - with all the long hours, training new employees, meetings, daily display setups, plan-o-grams to fuss with, it can be overwhelming. But, as a guy that has been through all this, today, it's not like it used to be. The training is different, the competition is brutal, and yes, your fighting labor issues. Is this a "catch 22" or is there a happy medium that can be taken to further the customers experience?

Just today I went to a BP gas station to buy some food for my dog, and soda. As I walked to the entrance I almost walked into the glass door because it didn't open. I looked at the door and there was a sign posted on it that read - "be back in a minute". I could not believe it. But, with things the way they are, they only have 1 employee per shift Mon - Thur. The employee had to use the bathroom, and I wanted to get in and out. Welcome to the new normal.

I have worked retail in the past and will say I treated my customers how I wanted to be treated when I was shopping in a store. I always greeted them when they came up to the register and asked them if they found everything okay. That is one of my biggest pet peeves. At least say hello to me when I am checking out. I hate it when they just ring up my items without a word to me. I've even had cashiers who don't even tell me the total. They just put out their hand for my money. How rude is that?

Another incident that really made me mad was a time we were picking up pizza for a party. The cashier actually answered her cell phone while at the counter and proceeded to have a conversation with the person. We stood there for like 10 minutes waiting for her! I wanted to just walk out but we had already ordered the pizzas and needed them right away for the party. Customer service seems to be a thing of the past.

   As some one who has worked in retail and as a customer, I've experienced both sides of the coin. I worked at Rite Aid for over 4 years, I think I can officially say that the corporation really treats their employees so awful that it definitely trickles down to poor customer service. Those people are over worked and underpayed and their hours get cut back more and more and the union is useless! What's worse is that while the front of the store has nothing to do, really, with the rx department, the pharmacists seem to be the worst at customer service. I used to do the plan-o-grams for GNC a lot and the pharmacy would completely ignore the customer that would be standing at their service counter for over 15 minutes, until either I notice and say something or the customer would come find me. Even when I'd bring the pharmacist's attention to it, they'd tell me that they knew and would say, "hang on a minute" and leave the customer there another 5 minutes!

  On the other hand, when you're being given more duties than one person is capable of, not getting credit where it's due, having your hours and thus your pay cut back, and being "damned if you do, damned if you don't," your nerves can wear thin and it does take a toll on your attitude. . . I used to have a store manager who, in our regular staff meetings, tell us that she wasn't getting paid enough for what she was doing, then, in the same speech, tell us that we should be there for more than just a pay check! I never understood that because income for my expenses was motivation enough for me. . . I thought I was busting my "arsh," doing the daily list, all the while noticing that I was being given the duties that 2 lazy key associates didn't finish the day prior, on top of new ones, only to find out through the grapevine and not by herself, that she thought I was slacking lately, when in reality the other 2 were always slacking and I couldn't keep up with doing the chores of 3 people! (hew, it felt good to get that off of my chest!) Anyhow, I left soon there after because I'd rather stay home to take care of my child where I'm needed than be working somewhere that I'm unappreciated!

   I have dealt with my share of customer service problems too, Home Depot seems to be the worst! The employees seem to try to avoid the customers!

   It seems to get worse everywhere at the holiday season. I try to remember how it was for myself when I was in retail and I give them a thank you and a smile and even try to add, "have a nice day," hoping that perhaps that will give the clerk enough appreciation to be kinder to the next costumer. I don't know if it works, though. Be I figure that it can only help, even if it's just a little!;o)

I think customer service comes and goes. I know it has had two times during my life when it disappeared almost. The first was when I was a teen in the late sixties, and now, I guess from what you all say.  From the eighties till a year or so ago, customer service was tops.  It's a faddish thing.

Oh how sad and true.  No matter where you go, you encounter some of the worse service ever.  You'll like this.  A local reporter responded to a blog by saying it is we, the customers, who should be more accomadating.  We need to understand the customer service creatin might have to use the cell phone or talk with the other non-service service reps instead of responding to customer needs.  The writer said we should be more understanding and not so impatient.  I needed some assistance in a local department store.  The helpers were busy with an important meeting (must have been important because they did not see any customers) and chose not to think about the customers.  No problem.  I was in the men's dress shirts department and began to un-pin each shirt.  First one.  No help.  Then another.  Still no help.  By the time I managed to un-pin 7 of them one of the helpers asked if I needed any assistance.  I bought what I needed and left.  I always wonder what was said.

Hmmm I must be the exception that proves the rule. I rarely get bad service, the checkers at the store always smile and greet me pleasantly. I usually help them bag up the grocs if they don't have a bagger since I'm just standing there with nothing else to do. As I'm wandering the aisles at Home Depot there's usually at least one person who'll ask if I need help finding anything, which I don't, normally, but when I do they're mostly pretty good. The wait staff at the few restaurants I go to are always pleasant and attentive. I must be doing something right to be so lucky huh?

On the other hand, back when I was married, it seemed nobody could do anything right and everyone was an inept moron. Not from my point of view, but..... well, you get the picture.