Having spent almost 20 years in the retail and management fields, one thing was always emphasized in the training process of every company I worked for.....providing excellent customer service.
What has happened?
If you can find a sales associate on the floor of a retail establishment, the responses you may get from them are..."Uh, I don't know where that is...", or "I don't know how to do that."
My husband went to a "customer service" desk of a popular department store, the person behind the counter says to him, "What do you want..." He said her name tag said she was the Customer Service Manager....Really?
These responses, or I should say these lack of responses, would have seen me being escorted out a door if I ever displayed such disrespect or disregard for a customer. Not to mentions not being able to assist a customer and not following through by getting someone who could help.
I have been out of the business world for about 5 years now, and I have definetely been aware of the decrease to absolute lack of customer service, or job knowledge in most places I have been.
I tell individuals when the topic comes up, I am a new hire's best friend because I have the utmost patience with them while they are training. But with those who are trained, or seasoned pros and they do not now their jobs or deliver the type of service I know the company expects (or should) from them, I will be their worst nightmare. I give praise and recognition to those who excel in their jobs whether it is on the floor assistance, cashier or customer service, and I will report those who fail in their responsibilities.
Have companies become lax in their training and follow up of their new employees? Are they just put out on the floor with a "Here ya go buddy, have at it!" attitude? The customer is the reason for any companies success and longevitiy. The employee doesn't seem to get the fact that they have a job when the company is doing well. But if the employee does not do their job well, guess what, the company will experieince a decrease in customers resulting in a decrease in revenue.
I am going to discuss how customers should be treated, how employees should be trained and invite others to share their bad/good experiences both with businesses and phone customer service employees.
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