ABOUT YOUR BIZ

Small business owners are busier than most people on earth, and that's why Your Biz is here. For seasoned business owners and budding entrepreneurs alike, we'll tackle it all - health care, franchising, taxes, the latest gadgets and even how to balance work and life. Yes, it's possible, even when you're your own boss.

JJ Ramberg

JJ Ramberg is the anchor of “Your Business,” MSNBC’s weekly show on small business. In addition to her extensive television reporting experience, Ramberg has a background as an entrepreneur and co-founded GoodSearch.com. She has an MBA from Stanford Business School.



Customer service overkill can kill you

Posted: Wednesday, March 11, 2009 11:47 AM by Eve Tahmincioglu
Filed Under: ,

I was recently raving to a friend about the wine selection at a local wine shop. He told me he knew about the place and agreed it was top notch, but he also said  he no longer shops there.

Turns out my friend feels the wine shop staff is "overly nice."

Huh? I said to myself.

My friend hated that, no matter if he bought a case of wine or just one bottle, the employees would insist on carrying his package to his car in the parking lot. He said he felt like an idiot walking behind a guy carrying his six-pack of beer to his car, and felt pressure to tip the worker.

Maybe people are worried about keeping their jobs in this economy, or small businesses are desperate for customers, but there seems to be more cases of customer service overkill.

I decided to do a poll on social networking site Twitter about this issue yesterday asking:

Can there be too much customer service?/is too much attention a miss?

Here's a sampling of some responses I think business owners should read:

Katie_Traut: Yes, I think so. Take Martin+Osa. I love their clothes, but dread going in b/c the salespeople all harass you and stalk you.

apfriedman: yeah ... my dealership insists on calling my cell & sending an email survey every time I get my oil changed.

I also came across a great blog post by customer service and HR consultant Margie Tosch titled "Service Overload: Is there such thing as too much customer service?":

We decided to splurge and stay at a lovely hotel in Beverly Hills so we wouldn't have to worry about taxis and transportation.

It was a rainy afternoon when we arrived at the hotel. We were greeted by a swarm of uniformed young men, all waiting to do our bidding. Now, I don't know about you, but I am just fine wheeling my own bag. Yes, certainly if I am loaded with suitcases or juggling more than one or two items, help is appreciated -- and often needed. In this case, however, I only had one small, light bag on wheels.

They were quite gracious though and did not insist when I declined help, and immediately opened the doors for us. What a lovely hotel, really quite charming. We were helped immediately by the front desk staff, who inquired about our travels and plans. The manager was called out to meet us and shake hands -- this is where I started to feel uncomfortable. They were all lovely, but I was just checking in for the night, not marrying into the family! Their 'over to top' caring and solicitousness was just that -- over the top.

She went on to question when customer service goes from good to not so good anymore:

It made me think about the line between good, great, 'over the top' service; and if and when you cross that line and 'service' becomes a negative rather than a positive -- service overload. How do you know? And how do you teach your staff to read your customers so they know just how far to go, without going too far?

Great questions. What's your take? Do you think customer service is getting out of control?

Or, are you like one of my Twitter friends who think it's never enough:

ParalegalKris: I think there can't be too much customer service, esp. when my experience has been that customer service is dead.

MAIN PAGE

Email this EMAIL THIS

Comments

As a 2-decade veteran of customer service, I go out of my way to give the customwer more than they expect. At the end of the day, that's what they're going to remember. I think I speak for all of us in the industry in saying that, for the most part, that we have succeeded when the customer is delighted.

Mark (Sent Wednesday, March 11, 2009 4:44 PM)

I used to have an automated order for my Tassimo coffee pods and I called to cancel because I had about 300 pods and wanted the chance to drink them all before any more arrived.  I also had a billing error I wanted to clear up at the same time (I was told I would be credited for some coffee that I didn't like and it did not happen).  The man on the phone(who sounded as though he might be in India) apologized about 5 times and begged me not to cancel the automated order over and over. He said, "I'm so sorry.  Is there anything I can do?  I can can have the shipment pushed back to every 6 months.  I'm just so sorry you were unhappy with an order."  He just wouldnt' stop.  Finally, I ended up saying, "It's not you.  It's me.  I really liked most of the coffee, but I can't handle the commitment any longer.  I hope we can still be friends."  Seriously, I have ended actual relationships with less guilt than ending my Tassimo shipment caused me.  I'll probably buy those pods on amazon in the future. I just cant' handle the customer service.

Nicole, Raleigh, NC (Sent Wednesday, March 11, 2009 4:57 PM)

Me,
I agree with you 100%! That is why I will no longer work in a CS position. And I always make sure that I am curteous and thankful to the person who happens to be helping me. The customer is NOT always right and is usually ungrateful and rude. Unfortunately, it seems to be a trend in our country.

Erica, Denver, Co (Sent Wednesday, March 11, 2009 5:00 PM)

There is a fine line between attentive and uncomfortable. Being stalked while shopping, having services forced on you that you can do yourself,(like carrying 1 bag, follow-up after every single interaction- these all make for awkward service and uncomfortable shoppers.

Angie, Red Bank NJ (Sent Wednesday, March 11, 2009 5:15 PM)

Maura- I have the same thing happen to me at my grocery store each week. The kids at the checkout line chat across the to the next register about their classes, friends, facebook, etc- not so much a glance in the direction of the customer. It takes about 10 minutes longer that it should to check out an order.

AS, Eatontown, NJ (Sent Wednesday, March 11, 2009 5:19 PM)

As former Victoria's Secret employee, I can tell you that yes, we're trained to be relentless, however they enforce this behavior as a way to prevent shoplifting as well. Most theft happens in the front of the store and fitting rooms, not at the register that is why so many people are there. It's not personal, they just don't like to let people get away without buying.

Vicky S, NY, NY (Sent Wednesday, March 11, 2009 5:24 PM)

It's still nice to know that SOMEWHERE out there there are employees who help customers, even if it is too much.  We STILL go into stores only to find 9 registers with only 2 cashiers in the whole store.  Gold help you if you cant find something...you may well get the young lady who speaks NO ENGLISH as I did at Walmart - she only went and found someone who could FIND someone who spoke English to help me.  I have gotten where I prefer to skip the store in all but the most dire circumstances, preferring first Ebay, then other online stores, THEN the mall.

Tina Tafoya (Sent Wednesday, March 11, 2009 5:26 PM)

To a certain degree I think that a previous comment about expectations was on the mark. I spent years in the auto industry working for dealerships that tried to exceed customer's expectations only to see the worst run ones lead the area in sales. I finally learned that once customers went to the poorly run dealerships usually enticed by false advertising and then were treated poorly, they would look at one another, recognize their time investment, and then conclude that all dealerships were like that so they would go ahead and get their purchase over with. It took me years of frustration to realize that sometimes customers get the businesses they deserve.

Nihilist 007 (Sent Wednesday, March 11, 2009 5:38 PM)

Shari, the reason you might feel like seal meat at a shark feed when you enter a furniture store is simple enough: many times the sales people earn only commissions (or a very low base wage plus commission). Getting that sale can mean the difference between paying the bills or not, or between having some free cash or just enough for groceries.  It's not that I condone their behavior (it shows little respect for the customer, even if they try to claim it is customer service), but I do understand why many of them act the way they act.

Andrew James Riemer, Winsted, Minnesota (Sent Wednesday, March 11, 2009 5:39 PM)

When my husband and I went shopping for my engagement ring we literally went to every jewelry store we could find.  One of the chain stores in the mall was the worst.  Their employees seemed like used car salesmen and tried to convince us to purchase a yellow gold ring and not the platinum we were looking for.  We could not get out of there fast enough.  They did not meet our needs for that purchase and we definitely will never back for anything else.  We also went to Tiffany's and they did not seem to have enough people to assist the customers so we ended up walking out.  It is infuriating to want to give a store a lot of money but they do not seem interested.  

In the end I really liked two rings from separate stores.  I purchased one and took it to the other store so I could compare.  The salesman was honest and told me the ring from their competitor was more fitting and I appreciated his honesty.  So now I always recommend and shop at this store because their customer service was so refreshing.

Lori J., Miami, FL (Sent Wednesday, March 11, 2009 5:49 PM)

Why is it so hard to find a happy median?! CS is a myth these days. Take Conn's for example. I needed a Washing Machine. Upon entering I was immediately stared down by 6 associates, standing in precision military style spacing offering ridiculously fake greetings. Then one steps forward, introduces himself, asks my name, and insists on a hand shake. After asking to be left alone so I could browse the machines, the employee insisted on hovering within 6 feet of me telling he wanted to be "readily available" in the event I had a question. After asking a second time to be left in peace to browse, the associate asks if I want water. I restated a bit more harshly this time, to please leave me alone. This time a second associate approached and stated, "Perhaps you can tell me about your clothes washing habits and I can assist in helping you pick the perfect machine to best suit your needs." As I ran out the door a third associate attempted to intercept me to shake my hand and wish me a "nice day".
I'm not sure if this is their definition of 'customer service', but it became sickening. And once and for all: I don't want to shake anyone's hand!

Jerry Beauchamp (Sent Wednesday, March 11, 2009 5:56 PM)

There is no such thing as customer service overload - just horrible customer service. I was almost hit by a UPS truck while visiting Los Angeles and when I confronted the driver, he said I had been "lucky". I called their toll free number and was told someone would call me back. No phone call and it has been one week. I e-mailed UPS and was told someone would contact me. I am still waiting. Customer service needs to be followed up on and I do not feel that I would not visit an establishment for customer service overload. If I am paying for a service, I would love to be treated well. As for UPS, I will not be using their service ever again.

Brenda Saenz (Sent Wednesday, March 11, 2009 6:14 PM)

I absolutely agree that there is such a thing as too much customer service.  I also absolutely believe that there is such a thing as too little customer service.  The solution, in my opinion, is to ultimately place yourself in the other person's shoes. "Do unto others as you would have them do unto you" (learned that in 3rd grade).

As a matter of fact, our economy is based largely on consumerism.  Therefore, I feel there is no excuse for over or under satisfying customer service.  Unless you are totally self sufficient and require no goods or services from another human being, then you should have a basic understanding and knowledge of what is expected in a NORMAL social interaction.  

For example, if you expect your doctor to be knowledgeable, friendly, and caring, then PLEASE don't expect the doctor to not want prompt, patient, and courtesy assistance when he shows up at your customer service counter in Walmart (Unlikely I know, Walmart doesn't offer health benefits, but you get the point).  

We might not be asking for independence, but Common Sense (Thank you Mr. Paine) seems to be a social consciousness that has been lacking for sometime.  If it seems weird to be carrying someone's six pack to their car, it probably is.  Bottomline, if you want something, ask for it, otherwise don't expect something you wouldn't NORMALLY do for someone else.  

Michael Franzoi, New Brunswick, NJ (Sent Wednesday, March 11, 2009 6:20 PM)

It's just sad that so many places don't understand the difference between Customer Service and Customer Annoyance!

Lowe's is one place that we feel has learned the difference between the 2 - when we were there just to browse for washer & dryers, the salesperson asked if we needed help.  My husband said no thanks, and the salesperson said "No problem, I'll be over there if you change your mind" and walked away.  As we were still looking around about 10 or so minutes later, another salesperson started to approach - the first one called out "I'm already helping them" and the 2nd one thanked him and moved on to the next person.  It was refreshing to have our wishes honored.

To contrast - we also went to Home Depot the same day.  Their section of washers was only 1 row long, back-to-back washers - only about 10 altogether.  We were approached by 3 different salespeople despite the fact that we told the 1st one that we didn't want help, and the 2nd one (who was clearly in hearing range when we said no to the 1st) "If I didn't want her to help, why would I want your help?"  His response "I just wanted to make sure you were being helped."  The 3rd person then came up a few minutes later, and before "Can I..." was finished, I said (pointing to the 1st person) "She is already helping us, thanks."  The 2nd person acted a little miffed at this point.  The 1st person seemed to understand that this was directed more to the 2nd person that anything else.

GP, Taylorsville, UT (Sent Wednesday, March 11, 2009 6:49 PM)

I own a shoe boutique in the Birmingham area.  I'm very attentive to my customers.  I can feel them out within 15 seconds of being in my door.  I treat each and everyone of them equally.  You can't judge how much someone will spend by just what they're wearing.  They could look like they just rolled around in a barn or they could be decked to the nine's and dripping in jewels but who am I to judge either of them and how much they could possibly spend in my store?  I have many customers thank me and my staff just for acknowleding them when they walk in.  That tells me that others in the area don't even say hello to them and that is not right.  You do have to give better customer service than your competitor around the corner because the customer will remember that the next time they are out shopping.  "Do I want to go to the store that doesn't even say hello when I come in" or "do I want to go where they know me by name?"  I would never make a customer feel like they were being stalked.  Those salespeople usually work on commission or they're like the Victoria's Secret associates who are trained to be the watchful eye's and prevent theft.  I was born and raised in the South and if you haven't been here all of your life, our "southern hospitality" may be a little "over the top" for your liking but we just want to make sure everyone has everything they need and are comfortable while in our company.  And yes I tell every customer that walks out my door "Thank you & please come back to see us" whether they bought anything or not.  It's just the courtesy thing my momma taught me as a young child.  "Do unto others as you'd want them to do to you".

Brooke, Birmingham, AL (Sent Wednesday, March 11, 2009 7:56 PM)

Just remember to show appreciation for what you do enjoy, not only to the person providing the service, but the management as well.  Most businesses hear a vast majority of negatives from their client base.

In retail, at least, this blurs the picture between what is good customer service, and what is not.  I will admit, the survey questions given to the average customer are arbitrary to the real problems.  The question "Were you able to find what you needed" is not something that can be quantified by a 1-5, or an agree or disagree.  Was the layout bad, were they out of stock, or just not enough people to ask about where something was?  Most people will not find the time to fill out a survey if they have nothing they want changed, and most of the changes are akin to "Hire more people".  Unfortunately in our discount society, this is no longer a viable solution until consumers expand their budget to pay for the extra help.

Matt, Grand Rapids, MI (Sent Wednesday, March 11, 2009 8:44 PM)

It seems that people have  quite a lot of different opinions about service. this only leads to more confusion in what a retailer needs to do, more of or less of. We want less surveys and more things our way which we can't decide on, go figure.

The bottom line is that there is no such thing as too much service in my opinion if it relates to value. You pay more for product when you get the service to justify it and then be quite and enjoy it. If you want less service then go cheaper i.e. Costco versus your specialty health food chain.

John, Encino, Calif (Sent Wednesday, March 11, 2009 10:04 PM)

It says more about the big-box retail mindset of consumers than anything else. I guarantee that people who shop in high-end stores consider this the bare minimum.

St. Petersburg, FL (Sent Wednesday, March 11, 2009 10:48 PM)

Being in the customer service industry for more than 15 years, I've worked with customers from all walks of life and as any of my customers would tell you, it's all about delivering consistency.  People want something of value, certainly, but they also want predictability and most of all, dependability.

We live in an age where most everything we touch is disposable and (almost) easily replaced.  That's why we're so heistant to buy 'extended warranties' for something we just paid $99 for.. we know if it breaks, it's easier to throw it out and buy another for $99 rather than deal with the headaches of having it sent off, etc.

When you walk into the door of your favorite local electronics superstore, you can't guarantee with any level of certainty that you're going to get the same experience from one visit to the next.  One day, you may be chased down, aisle by aisle by salespeople who want to be helpful.  Other days, you can't find one of those 'helpful' people to save yourself.  Consistency.  No amount of 'customer service' can instill a sense of dependability to a customer who has variable experiences with your company.  

Then again, as Americans, we've become numbed by the sheer volume of bad experiences and inconsistency that we tend to forget what it actually feels like to have our expectations met or to see the merchant/service-provider consistently deliver what they promise.  When we find them, many times, we count them as the exception instead of the rule.  That only leads to the others going overboard with a pseudo apologetic/caring style that vanishes as soon as you leave.

These folks need their jobs and many are trying everything they can to cement their place by actively ensuring your satisfaction, even to the point of creating dissatisfaction by persisting to be helpful.

A perfect example - look at offshoring today.  Those folks you get on the phone sound completely 'helpful' yet, after all the friendly conversation and getting-to-know-you banter, you still haven't gotten the core service you called for.  They're so afraid of making you unhappy, they refuse to take control of the call and would rather you lead them around for a while. You eventually get frustrated because you're getting nowhere with a person who's so genuinely concerned about your issue... Your call ends with them asking if you are very satisfied with the service they've provided.  That's what they're worried about most; your perception of them.  Not that you did or did not get your issue resolved or even attended to properly...just.. were you happy with them?

Too little of the geniune customer service; too much of the 'you must love us, else our jobs go elsewhere' variety...


Ken Eras, NC (Sent Wednesday, March 11, 2009 11:08 PM)

While shopping for clothing or in a specialty shop I prefer not to be asked constantly if I need any help. Assuming I need help I would just prefer to make eye contact with a clerk. If I happen to have my arms filled with clothes for the fitting room then yes, take them from me just don't keep asking if I need help browsing!

Jane (Sent Wednesday, March 11, 2009 11:14 PM)

A lot of people like the fake instant-VIP service by people that know they're really not all that important.  Women dig having a lot of boy-servants around to peel grapes and do everything for them.  Personally, I find this very annoying.  

Do I need to fill out a customer survey for everything from the addition of a cell phone line to a car?  I'd give the car salesman a good review if they didn't keep me at the dealership for four hours.  I had already ordered the car, talked for several hours and arrived to pay for it.  What else needed to be done?  I skipped filling out the survey, which apparently figures heavily into the finance man's pay, because I would have given them a poor review and it would have taken 20 minutes to fill out.  What a waste of time !  I'd rather vent in on-line fora !

Ian Blokesworth San Francisco, CA (Sent Wednesday, March 11, 2009 11:25 PM)

I had GREAT customer service at Hiller's Market a local family owned grocery chain in the metro Detroit area. They really do put the customer first they will answer any question and give you tips on food or meals. They will even put your bags in your vehicle for you without being asked to. Sure beats large chain grocery stores.

Greg, Waterford, MI (Sent Thursday, March 12, 2009 7:33 AM)

Everyone seems to have their horrible Customer Service story.  How about the horrible customers who treat service representatives like objects, insist on the impossible, accept no responsiblity for their situations, and constantly attempt to get something for nothing.

Customer service workers are human beings following  guidelines set by their company. They are there to serve a need; not to become servants.  

However, some customers (fortunately, not all) assume that service workers, should be ready to accept rude and abusive behavior no matter the condition.

Donna (Sent Thursday, March 12, 2009 8:31 AM)

I would rather decline excess customer service, than have to fight to receive some customer service.  Especially in our current environment, we should appreciate businesses that actually think about the customer.

AAT, Atlanta, GA (Sent Thursday, March 12, 2009 9:05 AM)

I stayed at the Ritz-Carlton in Atlanta last January. Over the top customer service would be an understatement. Everytime I turned around someone was asking if I needed something, I couldn't get a moment to myself! I'm 6'1", 220lbs and a guy 10 years older than me and half my size insisted on carrying my 1 bag. I felt like an idiot. I won't be back.

I'd rather stay at Holiday Inn Express, where they are responsive without being annoying.

And what is it with book/music stores? If you respond "Yes" to "Can I help you?", they simply thumb blindly through the racks like you were doing before. Customer service for most stores these days would be having registers staffed. I'm sometimes tempted to set off the anti-theft thing just to find someone to give money to.

Todd Bayliss (Sent Thursday, March 12, 2009 9:34 AM)

Customer service overkill - I love that term.  I don't mind being asked once if I need help when I've entered a store, but being followed, or worse, store employees trying to engage me in conversation to gleen information about what I'm shopping for is exhausting to me.  

Case in point: Bath & Body Works. Over-the-top stalking by store employees makes me dread shopping at this store!

Lauren (Sent Thursday, March 12, 2009 9:36 AM)

What is it about American consumers that drives most sales people crazy? My spouse has been in retail for 25+ years and has accumulated a book's worth of horror stories.Customers who expect the world for a $20 purchase,the know-it- alls who's mantra is "I saw this product elsewhere for a lower price", the rude and condescending young,etc,etc.As a customer of any retail operation,I keep my expectations reasonable,I don't treat sales people like serfs and when appropriate tip generously for good service.Perhaps it is time for some of the nasty customers to have abuse thrown back in their face and see how they like such treatment.These folks can take their nasty personalities to Wal-Mart.

Gilbert Nelson (Sent Thursday, March 12, 2009 9:47 AM)

I 've worked retail for the last six years for a high end giant.We pride ourselves on the one to one service. I would say 90% of our customers enjoy the extra attention, because it's friendship, knowing the needs and it's not always about the sale.  However, if you don't approach the customer, or show interest in them, the customer takes action against you. You don't know the product, rude, uncaring, blah, blah, blah. Then it's a mission  to may your life a living hell, let's see, throwing things on the floor, messing things up, items that you know they would never fit into, or have any interest in now are destroyed or unsellable. Retail is a no win situtation, but we all shop, so enjoy what you get when you have a sales person offer to help. Someday you may be on the other side of of the counter.

Jane , Dallas, TX (Sent Thursday, March 12, 2009 9:57 AM)

All I ask is that they STOP THE SURVEYS! I've wasted more time than I care to admit filling out surveys with tightly-worded questions that in no way reflect MY customer experience. They email me and call me, often after every purchase. The surveys are not an easy, "Are you happy?" "Why/Why Not?" but sometimes take 20 minutes or more to complete. Enough! I now refuse all and write letters to management when I'm not happy.

Anna Lyon, Wayne Maine (Sent Thursday, March 12, 2009 10:02 AM)

Yes - there is such thing as too much service! While it's wonderful these companies are focusing on customer service, if they go too far, they'll do more harm than good. It's like drinking fine wine. One or two glasses may be great. But drink six or seven and "honey we've got a problem" (at least I do!).

We need to remember customer service is about giving our customers what they want in a way that works for the company. (It needs to be sustainable.) Customer service is not simply doing what we (the employees/company) think is right and then multiplying it by 10.

Great article!

Kevin Stirtz
The Amazing Service Guy

Kevin Stirtz, Minneapolis, MN (Sent Thursday, March 12, 2009 10:13 AM)

I have worked in a customer service position for a travel company for three years now. As everyone out there would like a certain degree of customer service
depending on their needs on the other side of the coin.. those that work a customer service position would like the same courtesy and respect. If you call in to speak to a customer service agent.. remember we are people too! We breath the same and hurt the same and when you call and personally attack or are rude and condisending.. guess what?! It gets to us and doesn't help make your experience any better. People no matter how trained you may be are still people and if you expect good customer service don't call or go into a store and act like those servicing you are beneath you or less then you because they are there to help you out or make your over all purchase or experience better. We are there to assist you and help you but we are people too and respect all around goes a long way.

Erika - Milwaukee, WI (Sent Thursday, March 12, 2009 10:20 AM)

I agree with those that believe that there is no such thing as customer service overload.  

REAL customer service is knowing and focusing (by way of proper training) on the "customer's" needs.  For some customers, its a light hand, a gracious smile, and an assurance that the rep is there to help if needed.  For others, it is an entourage following them around and not allowing them (the customer) to lift a finger.
Customer Service is having the customer at heart and that means an appropriate level of care and followup.

That's what is generally missing by hitting the right balance, there can never be too much of this good thing.

Christine, Atlanta (Sent Thursday, March 12, 2009 11:07 AM)

Good customer service means figuring out what the customer wants and then delivering it. Sometimes that means helping them carry a package to their car, or opening a door for them. But it also can mean they want to be left alone. Great customer service involves listening to the customer and meeting their needs as the customer defines them, not as defined by the company's customer service training regimen.

Scott Rutherford, Rochdale MA (Sent Thursday, March 12, 2009 12:10 PM)

What I hate the most is when my wife and I go into a restaurant and have to wait a long time to be seated and after we are seated they seem to completely forget that we are there.  On many occasion we've been seated and while waiting to place our orders, others are seated, order, and begin to eat before someone finally comes to take our order.   I try not to use race as the reason for things like this, but when everyone else in the place is white and a mixed race couple gets forgotten, what else can you attribute it to?  I don't like to make a scene so often time we just get up and walk out and find someplace else to eat.

Paul (Sent Thursday, March 12, 2009 12:20 PM)

No such thing as too much good customer service.  However, there is such a thing as anti-social people who perfer to be left alone when shopping.  I am one of them.  No, I don't need any help, if I did/do I'd ask.  No, you can't help me to my car, the cart has wheels I can get there on my own. Please do not spray me with anything, I am not interested in smelling like Jo-Lo, Brittney or Coco.  In other words, ring me up and get me out as quickly as possible.  Make sure your stores are clean and have staff that know what they are talking about when I do need assistance, and ask for it.  AKA be like Best Buy!

Candylyn, Pikesville, MD (Sent Thursday, March 12, 2009 12:25 PM)

Darden restaurants (Smokey Bone, Red Lobster, etc) asks the must annoying question at lunch:  "Are you under any time constraints?".  They don't do this to speed up service, they do it so if you answer no they can offer to sell you alcholic drinks.  I think I can remember to order a drink if I want one.

Alex, Memphis, TN (Sent Thursday, March 12, 2009 12:44 PM)

Ugh!  "Good" customer service is appropriate and doesn't annoy the customer.  Insisting on carrying a sixpack to your customer's car when the customer would rather you didn't isn't "better" customer service.  If it were, the best practitioner of customer service would be the guy who insists on squeegy-ing your car's windshield at an intersection.
I may be more sensitive about this sort of thing than most, but I can tell you I avoid businesses that are too agressive in this regard.
By the way - to businesses that insist on announcing your name to everyone in the store by loudly "thanking you by name?"  Knock it off - it invades my privacy and it's annoying.

Anthony, Folsom, CA (Sent Thursday, March 12, 2009 1:52 PM)

I am a server for a restaurant corportaion in Massachusetts and i could be considered one of those people that go "overboard." However i want to make sure that everyone is happy and no one is upset about the service and comes back to the restaurant often. So i am really being nice so that it look good for my bosses and the company and because its fun being nice to people and it feels good doing something kind when i am working. So long story short I do not believe that there can be too much customer service

Kenneth, Worcester, Ma (Sent Thursday, March 12, 2009 1:53 PM)

There are pros and cons to good or overboard customer service. Personally, shopping in clothing stores I like to be left alone, in restaurants I want immediate service.  I don't like to be followed around and continually asked if I need help.  I seek help when I need it - but, honestly, trying to find help is some times hard to find. I do like good customer service when I take my SUV in for service. I like to take my time and I like the person behind the counter to actually listen to my questions.  I hate when I take in my SUV and then I have to continually call the Service desk to find out the status of my SUV. I guess what I am saying is that Customer Service is definitely important and good Customer Service keeps me going back to that store.

Sandra (Sent Thursday, March 12, 2009 2:25 PM)

In this economy, people are trying to do everything they can to win customers and keep them... however; people can get so caught up in trying to put their best foot forward that they end up tripping over it.

A good Rule of thumb for not committing "service suicide": treat people the way you would want to be treated.  Remember, common sense will never steer you wrong.

J Barber (Sent Thursday, March 12, 2009 2:42 PM)

Paul, my husband and I are a well-dressed white couple and have been forgotten at restaurants as you have experienced.  It has nothing to do with race, it just happens with poor customer service.

mew (Sent Thursday, March 12, 2009 2:49 PM)

As for the responce from radical 1, it is pretty sad that people still think that way and i think it is still hard not to with all prejudices out there. I ran into this type of issue as i work as a retail  c/s. I introduced myself and offered my help, but i guess they felt as i was volturing over him and told me to relax and he was not stealing anything. I apologised and informed him if he needed anything to let mw know and walked away. You really have to read people to judge if they will need help or request the help so nobody feels intimidated.

s.l. (Sent Thursday, March 12, 2009 2:56 PM)

As a customer service vetran, also in the medical field (a big hospital in SE MI). Well, let me just say that the customer, or patient in my case, is ALWAYS right.  And the louder and more rude they are, the better they get treated, and the more free stuff/services they get.  Which is totally WRONG in my opinion.  But, that's the way it is.  However, being that i am in this business, i always make it a point to be courteous to other CS's when i am the customer.  It really does go back to the old saying, do unto others...  it's too bad most people forget that and treat the people who are there to help like they are the lowest form of life on our planet.  

TINK Detroit (Sent Thursday, March 12, 2009 3:18 PM)

I recently had some service work on my car at a local dealership.  I did not buy the car from them but I needed some warranty work and they were quite good and efficient in meeting our needs.  However, they called 10 times in 3 days after getting the work done to inquire about their service.  Twice, they left messages 4 minutes apart.  This is service overkill and we finally answered the phone and told them so.  

Steven Foglesong, Las Cruces, NM (Sent Thursday, March 12, 2009 3:28 PM)

Badgering customers is not customer service. Following up with Surveys is not customer service. Insisting on doing things that the customer says "no" to is not customer service. You can't have too much of good customer service- but you can have too much crappy processes that don't serve the customer.

RWCole San Marcos (Sent Thursday, March 12, 2009 4:01 PM)

God Bless ALL those that work in Customer Service. I can imagine how difficult it must be to deal with a great many folks who think the world owes them something. I have found that if you show them respect
(even if they do not deserve it) it only makes you and your business look better....which is not to say that we have to accept unacceptable behavior. In that case, show them the door or have a supervisor deal with it.

PJ Westerly, RI (Sent Thursday, March 12, 2009 4:08 PM)

I have been saying for along time that we generally receive way too much customer service....A good example is when my wife and I go out top eat (many places do this)& before I can get a bite in me, I've been asked several times is "everything OK" Yes....Damm it, everythings fine...As soon as I do get my food, they ask me several more times when my mouth is full....We go out to relax and have fun...The customer servise these days seems to be overdone and very often, not sincere...As long as it's not a fake "service" it's fine, but way over done....  

Chris, Ft. Worth,TX (Sent Thursday, March 12, 2009 4:47 PM)

People are too finicky. What do you want someone willing to help you at every turn, or someone who wont? Make up your mind people. If you are ever made uncomfortable by any service rep, tell them. Honesty is better than silence. Our society is far too nervous, and paranoid about what folks think. Stop it. Speak your mind. This whole article is an exercise of what can happen if you circumvent the obvious act of communication.

Chad, Alpena, Michigan (Sent Thursday, March 12, 2009 4:50 PM)

Those of you who complain so much about customer service not being there at all, take a step back and look at the way that the average retail shopper treats the employees in most stores.  No wonder employees are afraid to approach customers, for fear of being chastised for going "over the top" or attempting to help a customer.  Ok, so you walk out if you can't get helped.  Good.  I do too.  BUT, if more than one person offers to help you, you walk out or bite off the heads of #s 2 and 3.  Not sure I'm getting the whole picture here.  But, of course,since you think the "customer is always right", you know that we are supposed to be psychic...
Quit whining.

Working at Home Depot, had one customer (who also thought he was "always right") argue that we had printer paper on sale.  Sorry, that's Office Depot.  Don't even sell printer paper.

Laura Valley, AL (Sent Thursday, March 12, 2009 4:57 PM)

I agree with some of the other comments that there needs to be a balance.  I appreciate the extra attention, but I don't like to shop with someone hovering over me.  I was in Banana Republic the other day and the lady in the fitting room was great.  She started a room for me, so I didn't have to carry my items around the store (a great way to get me to buy more) and got me different sizes/styles while I was in my dressing room.  I didn't have to leave the room once.  It wasn't overkill, but just enough attention.  Later I went into the Gap and there wasn't a single person around.  I had to go back and forth between the fitting room to get different sizes.  In the end, I didn't buy anything and had wasted a lot of time.  BR is more expensive than Gap, but I'm more likely to shop there b/c of the extra customer service.  Another example - I was in a used sporting goods store ready to check out at the counter.  There was a teenager/college aged guy at the counter behind me talking on the phone.  I stood there for a good ten minutes listening to him finalize his plans for the night and put in a liquor order with someone that sounded underage (taking about ids).  Finally he hung up and asked if I wanted to buy my item. No, I was just standing here admiring the register!  And it's not me hating on the younger generation.  I'm 26 and would never treat a customer like that.

Lori, Albany NY (Sent Thursday, March 12, 2009 5:04 PM)



SEND A COMMENT

PLEASE READ: All comments must be approved before appearing in the thread; time and space constraints prevent all comments from appearing. We will only approve comments that are directly related to the blog, use appropriate language and are not attacking the comments of others.

Message (please, no HTML tags. Web addresses will be hyperlinked):

Your name, city and state (John Doe, Seattle, Wash.): 

 Your e-mail address (jdoe@msnbc.com):

Your website (it's okay if you don't have one):

Remember me? (We'll keep it private)