So much time, energy and resources goes into developing customer service programs that teach people what they should say. I’d recommend that if you’re really trying to protect your brand, spend your time teaching those people on the frontline what NOT to say.
Tonight, Tom and I were at a Martin’s grocery store (just saying it wasn’t Publix to all our Publix friends). We were in line behind two other carts piled high. When we finally got to the part where the grocery store takes our money, the young lady bagging groceries in the next line said, “I wish all these people would just go home!” She said it loud enough for all of her co-workers and all the customers to hear her.
At first, I wanted to just ignore it. However, when I thought more about how we’d just spent $4o to be insulted, I asked the guy ringing us up if he heard it. And, he had. So, I did ask to speak to a manager. But, you know, that didn’t really make me feel better because I’m just getting sick of this type of service.
So, if you’re out there and you interface with customers or you train those that do, please teach these folks to “just stop talking” if they’re going to insult the people who make it possible for them to have their jobs.
><(("> Melissa Laughon
Melissa is a ><(("> Team Member at Catch Your Limit, a management consulting firm with offices in Tallahassee, Florida and Richmond, Virginia. To learn more, visit www.catchyourlimit.com.