Laura's Corner

Customer Service?

Posted by Laura Beyer on Oct. 17, 2008

Alright, I will admit, that sometimes, maybe once a week, I make the unhealthy decision to go through a fast food joint. Yep, I cannot control myself. It's just something that gets me through to the next week.

I know minimum wage isn't all that much. I am sure it's more than enough to cover your basic cell phone bill and/or car insurance, right? So, although most of these kids will work your basic 20 hour work week, there is something so irritating about the type of customer service provided today at most of these types of establishments.

I don't know about your most recent experience, but let me tell you about mine. I order my food, get my total and drive up to the first window. I approach to the first window to pay and there stands a teenager, chatting on her cell phone. She puts the phone down and gives me my total. I hand her my cash and she tells me to drive to the next window. At the next window is a manager. I mention to him that I do not believe it's appropriate for any of his workers to use their cell phones while at work and ask that he take care of the issue.

I don't know about you, but when I was a teenager, we didn't have cell phones. Good or bad, it just was not a part of our lives. How we survived, I will never know, but as of today, there is an ever growing epidemic. Every time I visit my local grocery store, fast food joint or any other establishment where teenagers are employed, I cannot get over the fact that most of the time you will notice at least one on a cell phone. Text messaging in line at the grocery store has risen and has removed “customer service” from the equation. I don't know about you, but when you are at work, aren't you supposed to be working? Don't you get breaks for chatting, texting and making calls?

I wonder why these establishments, like local high schools, have not banned cell phones during work hours. I mean, at PickNSave they have video cameras to ensure that the cashiers are scanning each and every product coming through their line. Maybe while they are reviewing their videos, they can do a double check to see if their employees are actually working instead of checking their cell phones every 3 minutes to see if yet another text message has been received.

I say if there is a repeat offender, they dock that person's paycheck. Pay your employees for the time they work, not for each and every “break” they take to check their cell phones. How else can we get through to these folks? I think it is just too bad that it's come to this type of behavior. How about having each employee sign an agreement which states, “Use your cell phone while at work and you will no longer have a job.”

Another topic at hand within the same genre is the customer service itself. Yes, I know minimum wage, once again is around $6.00 per hour, but how about some training classes for the individuals who work within your company? A smile and “Hello, how you doing,” have all gone out the window. Eye contact is a thing of the past. “Have a nice day” is overlooked and “Is there anything else you need” is extinct. One instance happened at a local drug store. I walk up to the photo counter to pay for some items. While I am being checked out, the girl takes a personal phone call on the company line. She talks during my entire checkout and then hangs up. The following week that same girl is standing in front of the business taking her break. She has her uniform on and is making out with her boyfriend while leaning against the wall. Yep, I called the manager, but, she is still working there. I also recall visiting my local grocery store and asked someone within the produce department to core a pineapple for me. Not only did he roll his eyes, but he also threw the knife on the table in frustration. Another instance was the check-out girl who insisted on chatting with her buddy at the end of my isle. Instead of paying attention to myself, I heard about the latest party where her friends passed out. I mean, come on already. Are you kidding me? When I called to complain, the manager stated they have had repeat complaint calls regarding the check out girl and had discussed the situation with her more than once. I did ask him why they would employ someone who obviously has no customer service skills. He really did not have a good answer for me at that time.

So now, here is the deal. What does it take to get good customer service? Just like the Dow, is it an an all time low? Why have businesses allowed certain individuals to work within their establishments? Is it because they know, no matter what, we need to eat? Because we will come back regardless? With the economy the way it is, maybe these establishments could offer a higher rate of pay and obtain some of the most recent folks who have experienced layoffs? I know plenty of persons who would be more than willing to keep their cell phones in their lockers or cars during work hours. How about giving those who will ensure good customer service a chance?

In closing, I say we do something about it. If you experience negative customer service, ask for the manager. If you are busy, pay for your items, go to your car, take a look at the receipt and call the number listed at the top. Ask for the manager. Chances are, there will be a promise of change, yet maybe that promise will be something to appease you at that time. If you do not see change, I suggest you go up the chain of command and ask for the number to their corporate office. If we fail to take action, maybe it's our own fault if customer service continues to falter. It's time we receive the type of customer service we deserve and are paying for.

Want to give kudos for good customer service? I look forward to your comments and experiences.