One of the beauties of customer service is that we have the rare opportunity to play both sides of the field at any given point of our day. I once had a boyfriend who was also a store manager in my company (yes one of those forbidden and torrid long distance in work affairs) who always took his new hires into surrounding stores in their mall. At the end of the visit they would review together the customer service experience, what is positive or negative? What worked & what didn’t? This is fantastic to do with your entire team on any given day; it’s a great reality check when we start to lose focus.
I want to experiment with this idea and present some situatoins as I run across them and present them here for your feedback and opinion. This is fantastic not only for retail workers but also retail shoppers, a place where we can all meet in the middle and discuss our expectations from both sides of the retail spectrum. And as one of my favorite readers &
writers bloggers, Josh Wrenn, is fantastic at reminding us, these are not thoughts only limited to those in the retail field.
I will have random polls throughout the playbacks of my experiences wanting your feedback on your opinions and perspectives on various aspects of the situation.
- Were the people in the store right or wrong?
- Who was the responsible party?
- What would you do?
- What’s the most optimal path?
If you want to explain your answers I would be delighted to read them in the comments. I would also be delighted to see conversation amongst readers who may view it differently. I think this will be a great fun way to gauge and interact my readers of all angles of retail. If you had a customer service experience you would like me to put up for poll please submit it soon.
Any additional thoughts? Think this sounds okay or too “teacher-y” (y’all know my fear on coming of that way)? Keep an eye out for the first one this upcoming Wednesday.