Customer service overkill can kill you

James, Loveland, CO — Wed, 11 Mar 2009 17:40:07 GMT

Yes, I was recently in a local Target sotre, when no less than 6 employees asked me if I was finding everything I was looking for. Now, this isn't so bad that they've trained their employees to offer assistance, but you do get a little tired of answering the question from every employee you walk by.

Customer service overkill can kill you

Tammy Drinkwine — Wed, 11 Mar 2009 17:45:35 GMT

My biggest pet peeve re: Cust Service is when I have to call about a credit card or loan or something and get to talk to the customer service agents. Its not that they are rude, its that I can't get them off the phone!! When I get the information I need, I want to say good bye and hang up... but first its "Did that answer your question today?" yeah great thanks, and then "Is there anything further I can help you with?" no just let me get off the phone, and then "If you have any further questions please do not hesistate to call us back, we appreciate your call to Universal!" thanks can I hang up PLEASE???? Just hurry up, answer my questions in the speediest and nicest way possible (speedy comes first) and hang up.

Customer service overkill can kill you

Patsy Day Montrose CO — Wed, 11 Mar 2009 17:49:28 GMT

I hate being fussed over. I will avoid any kind of business that suffocates me with too much attention. I don't like being ignored either. Just ask one time, then go away.

Customer service overkill can kill you

Odi64 — Wed, 11 Mar 2009 17:50:31 GMT

There is nothing worse than attempting to take my wife out to a nice quiet dinner in a decent restaurant, and being interupted every few minutes by a waiter/waitress asking us if our food is good or we're having a good time. Once is enough, after I've answered the question leave us alone.

Customer service overkill can kill you

Ed, Denver, Colorado — Wed, 11 Mar 2009 17:52:09 GMT

I quit shopping at a local PetsMart because a woman who worked there kept following me around telling me what kind of dog food to buy. And I hesitate to go back to the veterinarian because they always try to sell me their entire stock whenever I bring my dogs in for shots. They use guilt very heavily. It seems there is always some new dog disease going around that I must protect my dogs from. Sheesh.

Customer service overkill can kill you

Eric Smith, Las Cruces, NM — Wed, 11 Mar 2009 17:52:47 GMT

The trick for customer service, I think, is it needs to be available whenever the customer needs it but should otherwise be invisible.

Therein is the rub, you have to determine at what point each customer needs service.

Customer service overkill can kill you

David S, Raleigh, NC — Wed, 11 Mar 2009 17:52:57 GMT

People just love to complain. First, not enough service (can't get anyone to help me) and now it's "too much service"? You've got to be kidding me. Some people just can't stop complaining!

Customer service overkill can kill you

Ted Burke — Wed, 11 Mar 2009 17:59:07 GMT

I've worked in retail for over twenty years and customer service is the life's blood of the way shops stay in business. Small business owners want to keep you as a client. There is too much attention, sometimes, and when it happens to me I start to feel harassed; clerks and sales people keeping an eye on me in their store makes it seem as though they suspect me of being a shop lifter. I generally prefer to greet customers , ask them if they need help and, if they decline, let them be and shop. The results, it seems to me, seem fruitful, and the benefit is that the customer knows attention is available if asked.

Customer service overkill can kill you

fletc3her, Seattle, Washington — Wed, 11 Mar 2009 17:59:47 GMT

There are stores I don't visit because the staff there is overly friendly. Sometimes it comes across as insincere, like they are reading a script on repeat. Sometimes it comes across like they feel you are suspicious. I just want to browse, but they keep hovering. They might be trying to be helpful, but I start to feel crowded. At some stores each person is nice, but I get approached by all of them. One offer of help is nice, but a dozen is overkill.

Some of the coffee shops, especially the drive throughs, are overly friendly. They are always staffed by young ladies and they flirt with me relentlessly. I suppose they are trying for better tips, but it starts to feel unseemly. I go to the coffee shop for coffee, not to have my ego stroked by a pretty girl.

Customer service overkill can kill you

Ann, Jxsn MS — Wed, 11 Mar 2009 18:06:51 GMT

I wish there were some sort of sign I could carry at many mall stores that says "Seriously, I'm just looking." I have actually felt stalked by staff at Bath and Body Works.

Customer service overkill can kill you

T Colorado — Wed, 11 Mar 2009 18:09:59 GMT

When I walk into starbucks I HATE for everyone in the place to know my name and my drink. The "Hey, Joe is it a Venti Coffee today?" Does not need to be announced like it is the most important news story of the day! Over kill!

Customer service overkill can kill you

Kevin, San Ramon CA — Wed, 11 Mar 2009 18:10:05 GMT

Customer service? What customer service? This died in the US many years ago. BRAVO to those companies/people that are trying to bring it back. Hey, be happy you get to talk to and/or work with a human being. I think that we have become so complacent in terms of service, that if anyone offers anything above and beyond we are shocked and annoyed...? annoyed? Really? It is time we put our foot down to BAD service and DEMAND stellar service...everywhere you go.

Customer service overkill can kill you

JC AJ, AZ — Wed, 11 Mar 2009 18:10:58 GMT

I just got back from a fantastic trip to DisneyLand. It was my Daughters 10th birthday. We were treated like royalty. Our room was upgraded to a Suite, and we were brought complemntary treats at the end of the day. It made our trip a once in a lifetime event. We are not rich, but we want to enjoy life. So even in this economy we want to live. I want to say Thank you to the staff at paridise Pier Hotel for a great time and awesome customer service! Not over the top to us!!!!

Customer service overkill can kill you

Vincent Pantuso, NY, NY — Wed, 11 Mar 2009 18:18:44 GMT

I run a customer service department, and we're hearing a lot of "you would think in these economic times" followed by some demand or expectation that we would normally consider unreasonable or even outrageous. We find ourselves "giving in" becuase, frankly, customer loyalty pays the bills.

Customer service overkill can kill you

Renita, New York, NY — Wed, 11 Mar 2009 18:19:53 GMT

On a recent visit to my bank, I was greeted by the reception- "Hi and welcome to XXXbank." That wasn't the problem. The teller insisted on speaking loudly and stating my name at the end of every sentence and question. I wanted to choke her! There is such a think as customer service overkill...that tell proved it!

Customer service overkill can kill you

Laura Doe — Wed, 11 Mar 2009 18:20:48 GMT

I told Home Depot they either stop the soliciting on every aisel or I will go to Lowes.

Customer service overkill can kill you

Neal, Houston, TX — Wed, 11 Mar 2009 18:27:45 GMT

I think people nowdays don't know what to do when they get great service so they don't know what to do. Back in the 80's and early 90's you still got great customer service from most companies, but nowdays you're lucky if you get any service at all it seems. Personally I like it when employees go a little overboard to make sure I am happy. I work for an internet company and always try to give great customer service to everyone. If someone comes to our warehouse to pick something up one of the workers here will offer to carry the merchandise out to the car just so the customer doesn't have to juggle their keys/opening the door and holding onto their purchase. It may seem like we go overboard when carrying something out, but what is wrong with helping out with a small task like that?

Customer service overkill can kill you

C.E. Macklin, Norman OK — Wed, 11 Mar 2009 18:32:08 GMT

In this day and age, if you're paying a premium price for a service, you should expect and deserve premium treatment from the staff.
Although some of what was described above could be considered "over the top" customer service, it is certainly better than having someone simply drop your change on the counter instead of placing it back in your hand...you know, the "little" things.

Customer service overkill can kill you

Tara Neal — Wed, 11 Mar 2009 18:34:32 GMT

Coming from a person who has worked in customer service for the past 10 plus years, good customer service is a must!I have been to companies with poor service,and would not ever go back no matter how much I enjoy their product. I do not think there is a such thing as overkill on customer service as long as it is not too aggressive, aggressive customer service is just as bad as poor customer service. Find the balance

Customer service overkill can kill you

Dave Canyon Tucson, AZ — Wed, 11 Mar 2009 18:36:44 GMT

I worked for a high-end consumer electronics store that offered a soda to each customer, never made the customer wait more than two minutes (that was the goal at busiest times) and generally hired and trained it's staff so they would be more knowledgable than the competition-when they had a polling company ask thousands of consumers that had shopped both this chain (it starts with a U) and Best Buy. one of the questions was on customer service expectations; which comnpanies customer service came closest to meeting your expectations. Overwhelmingly, Best Buy beat us out-why? Because at that time (the 1990s) Best Buy had a reputation for little or no customer service...and thats just waht the consumer thought going in. Whereas, our store could never live up to level that they promised. You stay at the Ritz Carlton hotel and you should expect that kind of over the top customer service-it is more about sales/marketing preparing the customer for a certain level of CS. That decides how your customers percieve you. The whimp at his favorite liquor store needed only to mention what he wanted and I know I would have let him carry his own beer

Customer service overkill can kill you

JEFF,MARKESAN, WI. — Wed, 11 Mar 2009 18:39:44 GMT

Good customer service, is service that is taylored to each individual customer. In my business, I have customers who simply want to get the price, place the order, and be on their way... and I have customers that seemingly insist that you hold their hand and shine their shoes!! Myself, and my sales staff attempt to get a "feel" for each customer and treat them accordingly.

Customer service overkill can kill you

Edy, Concord, CA — Wed, 11 Mar 2009 18:41:54 GMT

I agree that there can be too much customer service. I recently ordered something from Office Depot and did not receive the item I orderd. You have to call them to get a return number. The woman was completely devastated that such a thing happened and apologized 6 times. After the third apology, I felt she really wasn't sorry and I couldn't understand why she was so devastated. It truly wasn't the end of my world. I just wanted the product.

Customer service overkill can kill you

Kristina Evey, Grand Rapids, Michigan — Wed, 11 Mar 2009 18:43:10 GMT

Being a speaker and trainer in Customer Service Excellence, I get this question from clients occasionally as well. I tell them that the best way to identify what their customers feel is "Over the Top" is to get feedback from their own customers. Customers will tell you exactly what they do and don't like. If properly asked, customers will tell you if some services are going to far or simply not appreciated. On the flip side, it is nice to know that there are teams and companies that truly are doing everything they can in the name of service to retain their customers.

Customer service overkill can kill you

Judy Kayne, Denver, CO — Wed, 11 Mar 2009 18:44:15 GMT

I have also experienced "customer service to the point of distraction." There a difference between good customer service...polite, available for help when needed, etc. But the constant disruptions and chirpy "How are you doing? Can I help you find anything?" are annoying and disruptive. I like to be left alone to shop, especially at the grocery store. The disruptions, in fact, often result in getting home without things I need, because just when I'm remembering what I need, someone else interupts my chain of thought.
I sometimes want to respond by "Yes, you can help. Just by leaving me the hell alone."
The whole "moderation" thing is good. Overkill, not so much. I'm grateful for the return to courtesy, and any customer service when needed.

Customer service overkill can kill you

Clyde Hull, Oregon, Illinois — Wed, 11 Mar 2009 18:45:19 GMT

The context of your article is very interesting. We in the sales and service business, however, have found that customers have been so spoiled by good customer service, that good isn't good enough anymore. Every competitor in business now offers good customer service. We now have to offer the best customer service we can, all of the time, to try to differentiate us from our competition.

Customer service overkill can kill you

kitty, denver, co — Wed, 11 Mar 2009 18:45:35 GMT

It really depends on the service. At Victoria's Secret, I hate how the sales people stalk you upfront but then there is only one person at the cash register. I think it would be more profitable for them to not harrass me and allow me to browse for what I am looking for because I might find something else I like along the way. I would rather they focus on the cash register so I am not forced to always wait in long lines. This is my biggest pet peeve during the holiday season.
Other places it is great to have someone try to meet your every need. I receive amazing service from the Lexus dealer and am pretty sure I will always buy Lexus because they actually seem like they are trying to make me happy and not their bottom line. The same goes for luxury hotels and spas. I probably end up paying more for all of these things but it is worth it to be treated well.

Customer service overkill can kill you

Bob Hertz — Wed, 11 Mar 2009 18:46:07 GMT

So much 'customer service' is just a facade. They want you to fill in surveys promising change, but it's just free marketing data. Staff will hover over you asking if you need help, but then can't answer many technical questions. Restaurant staff waits until you're taking a bite to ask if you need anything, but then you wait 15 minutes trying to pay the check.

Customer service overkill can kill you

JoAnn Gentile, Fort Worth, TX — Wed, 11 Mar 2009 18:46:43 GMT

Well I thought I like the service I got until a friend of mine moved to the country. At there grocery store they walk you to your card and put your stuff in it. At first I felt real taken aback about it and now I'm used to it.

Customer service overkill can kill you

Mike, Piscataway, Nj — Wed, 11 Mar 2009 18:48:16 GMT

There can never be too much customer service. However, in the quest to make sure every customer can reach an employee for assistance when needed the employer needs to let their employees know that not all customers are helpless.

Besides, the people that don't don't get all the help they want from customer service are the ones that complain the loudest. Would you rather a customer say you've been too helpful, or not helpful enough?

Customer service overkill can kill you

Hillary, Seattle, Washington — Wed, 11 Mar 2009 18:50:03 GMT

I'm wondering if this might be a generational thing... I know my mom loves over-the-top customer service, but I find that most folks I know who are around my age don't want help until we ask for it...

Customer service overkill can kill you

Shari, Valley Springs, CA — Wed, 11 Mar 2009 19:00:16 GMT

Like furniture stores. Walk in the door and the vultures descend. Where we bought our last piece of furniture-the saleslady directed us to the items of interest, left, and returned after about 10 minutesto answer any questions. She did not "hover" and that is where we will return.

Customer service overkill can kill you

Marcy, Mesquite, TX — Wed, 11 Mar 2009 19:05:50 GMT

Last week at the supermarket a young man wheeled my groceries to the car, loaded them into the trunk and said eagerly that it was a shame the store didn't offer a service to go home with senior citizen customers and help them carry bags into the house. Note: I'm in my mid-50s and wanted to kick him across the parking lot.

Customer service overkill can kill you

John, Redwood City, CA — Wed, 11 Mar 2009 19:20:43 GMT

I have heard similar complaints from East Coasters visiting California. "You're too friendly," they say, "Don't offer help unless we ask for it." And I can nderstand that perspective after visiting New York, with so many people packed into such a tight space of course it would be a real pain to help every befuddled tourist along their way. I've heard of "Southern Hospitality" but to me that always felt akin to "so long as you believe what we do and look like we do, we'll be nice to you," over here we have "Western Hospitality," which is best described as "whoever you are, come along and have some fun."

Customer service overkill can kill you

Gayle, Vandalia, MO — Wed, 11 Mar 2009 19:21:07 GMT

I shopped at C. J. Banks for clothes. The clerk asked me once if I needed help. When I found an outfit to try on, she directed me to the fitting room. When I bought the outfit, they wrapped it in tissue paper with a little C. J. Banks seal on it. They asked me if I wanted the receipt or did I want it put in the bag. They put the wrapped outfit in a very nice shopping bag and acted like they really appreciated my business. I felt like I was the Queen of England!

On the other hand, Bank of America got my acount, because they have the friendliest tellers in our small midwestern town. However, once they get to know you, they call you at home to: (a) see how things are going, (b) did I want a credit card? and (c) offer some other service. After working all day at a job, WHO WANTS TO BE CALLED AT HOME AFTER HOURS?
I literally had to change my phone number at home because of them.

One more, my local grocery store clerks always want to carry my groceries out--even one or two bags. I am 58 years old, have some grey in my hair--but I'm not that old, so I usually say, "Oh, I can carry that." Well, one time I went in and I had a back injury--do you think they asked to carry my groceries that day? NO!

Customer service overkill can kill you

Pupstermum, Dallas, TX — Wed, 11 Mar 2009 19:24:16 GMT

I have no problem with this. What I DO have a problem with is this proliferation of "tip" jars sitting in front of cashiers at McDonalds, Grandy's, etc. because I'm thinking ~ wait a minute! I'm the one doing all the work, no-one's bringing anything TO me, I'm paying good money and what exactly am I tipping you for?? Showing up for work??

Customer service overkill can kill you

Kathy Hammond Owensboro, KY — Wed, 11 Mar 2009 19:28:29 GMT

I'd rather receive over-the-top customer service and respond to that than to receive none at all. I was beginning to think it was a "lost art"! Remember when the "customer is always right"? Well, that sentiment now seems to be "the customer is NEVER right and if you argue with them about it long enough, they will give up..." Most cashiers do not even bother to say "thank you" anymore after you make a purchase, and very few of them can make change unless the register or a calculator tells them how much it should be. Things have certainly changed, and not for the better!

Customer service overkill can kill you

Bob Walthers, Seattle, Washington — Wed, 11 Mar 2009 19:33:14 GMT

The best customer service I've ever experienced, be it in a restaurant, airplane, hotel, or otherwise, is anticipatory to my needs while being quite unobtrusive -- never ostentatious.

Customer service overkill can kill you

Jessica S, Jacksonville — Wed, 11 Mar 2009 19:37:07 GMT

Kitty, What you received at Victoria Service was more than likely customer service with the primary goal of deterring theft.
Like a few have said before me, it is all about reading the customer and just being honest, helpful and humble. I used to work for a company that has always been a customer service powerhouse, and that is solely because they make true connections with the customer.

Customer service overkill can kill you

Doug Flint, Saratoga Springs, NY — Wed, 11 Mar 2009 19:41:48 GMT

I think we're all just a bit used to the uncaring, overly-rude country we live in. Not to say there aren't still caring, helpful people out there. I think we're just not used to being pampered, or, if we do get good service, we tend to think it's not sincere - it's just done because it's in a job description or they're expecting a tip.

Customer service overkill can kill you

M. Finn — Wed, 11 Mar 2009 19:50:23 GMT

My pet peeve is also waiting in long register lines or trying to find someone at a register. I have left a pile of goods at an empty register and walked out in frustration many times...maybe someone will get the message. These also seem to be the stores covered in the news about their lackluster sales...duh... you can't make the sale if there's no one to ring it up!

Customer service overkill can kill you

Alexander cahill, Minneapolis, MN — Wed, 11 Mar 2009 20:08:36 GMT

The bottom line is this: if a customer doesn't like the product, atmosphere, or commitment to service at an establishment, go somewhere else! I hear all too often how customer service has declined, and yet when I go out of my way to make sure a customer has a great experience, they complain that I'm too friendly or fake. People may not have it both ways. Either the want the service or not. If they don't, then do not come into my shop because you will be getting it here!

Customer service overkill can kill you

Me, CT — Wed, 11 Mar 2009 20:14:08 GMT

People also have to understand that just because they are a "customer" doesn't entitle them to crazy requests.
I have worked in Consumer Affairs for about 20 years and usually hate everyone byt the end of any given day. People feel that if they are inconveninced in the slightest that they are due some sort of compensation. WRONG PEOPLE!! You are entitled to be treated with respect but if you are disrespectful towards a stores employees then all you deserve is to be shown the door.

Customer service overkill can kill you

YOMarine — Wed, 11 Mar 2009 20:14:13 GMT

Think about this for a second...it doesn't matter what the product line is, your competition can provide the same "thing" as a finished product. Those companies that provide the extra service or value added that comes along with that finished product are the ones who will continue their success moving forward. The key to GREAT service is to read each client and follow their lead on your response instead of following a script generated through training.

Each person and each possible scenario is different, the Customer Service staff that can identify the type of individual and the unique scenario in front of them are the ones who generally make the difference regardless of the situation.

Customer service overkill can kill you

amy of IL — Wed, 11 Mar 2009 20:17:22 GMT

I don't think there's a big problem with TOO MUCH customer service. Most days the wal-mart greeters don't even seem too friendly. Since the stores haven't been as busy as they used to be it's easier to find someone (when you are looking for them) but I think customer service needs to improve. I've actually started doing more of my shopping online because stores push you back to the manufacturer when there are warranty issues and the people aren't at all friendly. I actually went to a Home Depot before Christmas and wanted to buy several gift cards for family members and they did not have one single register open (not even at customer service) to ring me up so I had to hassle with ringing each gift card up at self check-out while trying to keep my two small children from grabbing everything off the shelves around us. Of course there was ONE employee at the door waitint to check my receipt and merchandise. Yes, too much customer service isn't really a big problem these days. This author just looking for a different spin for a story!

Customer service overkill can kill you

R. J. Southern California — Wed, 11 Mar 2009 20:17:30 GMT

Good customer service can be the difference between gaining and keeping a repeat customer or losing one. I work for a nationwide business. Often times our competition will lose out on their repeat customers (who they have had for several years) because of their poor customer service. We have heard stories that the customers are treated rudely, told to leave and come back later, or appointments not being honored if the customer is a few mintues late. We have gotten customers from them when they are turned away 10 minutes before their store closes. Although I do agree that sometimes customer service agents who go over the top can be annoying, customer service who don't do anything for you can be just as bad; especially in this economy.

Customer service overkill can kill you

Distantwonder, Bay Area,Ca — Wed, 11 Mar 2009 20:18:50 GMT

I agree that too much customer service can just become annoying. Ok, I walk into your store, you can tell me whats on sale, or special, ask if I need help...but if I say no then go.
Iv'e worked retail for many years and have been pushed to stalk customers, I hated doing it and I could tell several customers just wanted to browse and find their own merchandise.
It's a game and a phony insincere one at that.

Customer service overkill can kill you

Radical 1 — Wed, 11 Mar 2009 20:20:37 GMT

I wroked customer service 4 years taking orders over the phone. I was lucky in that most people knew what they wanted when they called, and mostly need sizing information or cokor verification. I worked for a well known Maine company that was rated #1 in customer service.
A pleasnt voice, someone that knows the computer system, and sale prices that are in the computer make a big difference. We were instructed to "be polite, take the order, close with a vocal smile.
When you go in our stores, you are not harassed, rather the clerks stay in sight ready to assist if nessesary.
The difference here is that by the time you enter one of our stores or call the order line, you already know what you want, we feel no need to chase away a customer that we didnt even have to hook.

Customer service overkill can kill you

Jon H., Savana, Georgia — Wed, 11 Mar 2009 20:35:18 GMT

The CS also depends on the color of your skin. I am a person of color and so I have experienced at many instances, that employees follow me just to make sure that I am not trying to shop lift. I am in a fairly good financial position but these places don't get my business as they don't give me the respect that I deserve as a customer.

Customer service overkill can kill you

Maura — Wed, 11 Mar 2009 20:35:39 GMT

I had just the opposite happen to me this past weekend. I was in my local Payless Shoes and put my items on the counter. The cashier was sorting through some jewelry and talking with a friend. She did not stop when I put my items down. I waited perhaps 30 seconds and walked out. She called after me "You don't want this?" I said "Not if you're not going to pay attention to me." Payless lost a sale of about $50 which I spent elsewhere.

Customer service overkill can kill you

John, Seattle, WA — Wed, 11 Mar 2009 20:39:58 GMT

Stores are now creating less friendly policies to deal with the economy but in the end it just does not make me want to shop there. For example, Macy's now has a return fee of $1.99 for completely unused items complete with original tags and receipt and even purchased the day before. This is disrespectful to loyal paying customers so I refuse to shop there now.

Customer service overkill can kill you

Mark — Wed, 11 Mar 2009 20:44:42 GMT

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.

Customer service overkill can kill you

Nicole, Raleigh, NC — Wed, 11 Mar 2009 20:57:09 GMT

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.

Customer service overkill can kill you

Erica, Denver, Co — Wed, 11 Mar 2009 21:00:29 GMT

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.

Customer service overkill can kill you

Angie, Red Bank NJ — Wed, 11 Mar 2009 21:15:03 GMT

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.

Customer service overkill can kill you

AS, Eatontown, NJ — Wed, 11 Mar 2009 21:19:18 GMT

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.

Customer service overkill can kill you

Vicky S, NY, NY — Wed, 11 Mar 2009 21:24:27 GMT

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.

Customer service overkill can kill you

Tina Tafoya — Wed, 11 Mar 2009 21:26:10 GMT

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.

Customer service overkill can kill you

Nihilist 007 — Wed, 11 Mar 2009 21:38:47 GMT

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.

Customer service overkill can kill you

Andrew James Riemer, Winsted, Minnesota — Wed, 11 Mar 2009 21:39:13 GMT

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.

Customer service overkill can kill you

Lori J., Miami, FL — Wed, 11 Mar 2009 21:49:52 GMT

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.

Customer service overkill can kill you

Jerry Beauchamp — Wed, 11 Mar 2009 21:56:46 GMT

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!

Customer service overkill can kill you

Brenda Saenz — Wed, 11 Mar 2009 22:14:44 GMT

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.

Customer service overkill can kill you

Michael Franzoi, New Brunswick, NJ — Wed, 11 Mar 2009 22:20:26 GMT

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.

Customer service overkill can kill you

GP, Taylorsville, UT — Wed, 11 Mar 2009 22:49:17 GMT

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.

Customer service overkill can kill you

Brooke, Birmingham, AL — Wed, 11 Mar 2009 23:56:27 GMT

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".

Customer service overkill can kill you

Matt, Grand Rapids, MI — Thu, 12 Mar 2009 00:44:56 GMT

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.

Customer service overkill can kill you

John, Encino, Calif — Thu, 12 Mar 2009 02:04:20 GMT

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.

Customer service overkill can kill you

St. Petersburg, FL — Thu, 12 Mar 2009 02:48:00 GMT

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.

Customer service overkill can kill you

Ken Eras, NC — Thu, 12 Mar 2009 03:08:56 GMT

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...

Customer service overkill can kill you

Jane — Thu, 12 Mar 2009 03:14:34 GMT

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!

Customer service overkill can kill you

Ian Blokesworth San Francisco, CA — Thu, 12 Mar 2009 03:25:25 GMT

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 !

Customer service overkill can kill you

Greg, Waterford, MI — Thu, 12 Mar 2009 11:33:19 GMT

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.

Customer service overkill can kill you

Donna — Thu, 12 Mar 2009 12:31:31 GMT

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.

Customer service overkill can kill you

AAT, Atlanta, GA — Thu, 12 Mar 2009 13:05:08 GMT

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.

Customer service overkill can kill you

Todd Bayliss — Thu, 12 Mar 2009 13:34:38 GMT

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.

Customer service overkill can kill you

Lauren — Thu, 12 Mar 2009 13:36:23 GMT

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!

Customer service overkill can kill you

Gilbert Nelson — Thu, 12 Mar 2009 13:47:36 GMT

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.

Customer service overkill can kill you

Jane , Dallas, TX — Thu, 12 Mar 2009 13:57:28 GMT

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.

Customer service overkill can kill you

Anna Lyon, Wayne Maine — Thu, 12 Mar 2009 14:02:23 GMT

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.

Customer service overkill can kill you

Kevin Stirtz, Minneapolis, MN — Thu, 12 Mar 2009 14:13:49 GMT

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

Customer service overkill can kill you

Erika - Milwaukee, WI — Thu, 12 Mar 2009 14:20:16 GMT

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.

Customer service overkill can kill you

Christine, Atlanta — Thu, 12 Mar 2009 15:07:22 GMT

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.

Customer service overkill can kill you

Scott Rutherford, Rochdale MA — Thu, 12 Mar 2009 16:10:58 GMT

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.

Customer service overkill can kill you

Paul — Thu, 12 Mar 2009 16:20:44 GMT

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.

Customer service overkill can kill you

Candylyn, Pikesville, MD — Thu, 12 Mar 2009 16:25:47 GMT

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!

Customer service overkill can kill you

Alex, Memphis, TN — Thu, 12 Mar 2009 16:44:03 GMT

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.

Customer service overkill can kill you

Anthony, Folsom, CA — Thu, 12 Mar 2009 17:52:45 GMT

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.

Customer service overkill can kill you

Kenneth, Worcester, Ma — Thu, 12 Mar 2009 17:53:12 GMT

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

Customer service overkill can kill you

Sandra — Thu, 12 Mar 2009 18:25:50 GMT

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.

Customer service overkill can kill you

J Barber — Thu, 12 Mar 2009 18:42:59 GMT

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.

Customer service overkill can kill you

mew — Thu, 12 Mar 2009 18:49:45 GMT

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.

Customer service overkill can kill you

s.l. — Thu, 12 Mar 2009 18:56:53 GMT

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.

Customer service overkill can kill you

TINK Detroit — Thu, 12 Mar 2009 19:18:34 GMT

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.

Customer service overkill can kill you

Steven Foglesong, Las Cruces, NM — Thu, 12 Mar 2009 19:28:54 GMT

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.

Customer service overkill can kill you

RWCole San Marcos — Thu, 12 Mar 2009 20:01:25 GMT

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.

Customer service overkill can kill you

PJ Westerly, RI — Thu, 12 Mar 2009 20:08:48 GMT

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.

Customer service overkill can kill you

Chris, Ft. Worth,TX — Thu, 12 Mar 2009 20:47:14 GMT

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....

Customer service overkill can kill you

Chad, Alpena, Michigan — Thu, 12 Mar 2009 20:50:26 GMT

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.

Customer service overkill can kill you

Laura Valley, AL — Thu, 12 Mar 2009 20:57:37 GMT

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.

Customer service overkill can kill you

Lori, Albany NY — Thu, 12 Mar 2009 21:04:18 GMT

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.

Customer service overkill can kill you

bluffguy, Long Island,NY — Thu, 12 Mar 2009 21:49:29 GMT

The best thing most merchants can do to improve customer service is to disconnect their voice mail service, hire three extra people and make sure calls are always answered by a polite human being. I know this won't happen, but it would be great. If every CEO and manager had to use their own voice mail system to get to talk to someone in their own company, they would rip it out in a flash !

Customer service overkill can kill you

Nancy — Fri, 13 Mar 2009 00:43:00 GMT

I used to work in customer service in the money transfer business. We did great customer service until a new dept was hired to improve the customer service. They made us memorize lines and responses to customer concerns. It made us appear ridiculous, after all, we were not actors, but we were to say the responses or be fired. Some of the responses were not even proper English, such as "I can help you with that". ("With that" is unnecessary). The demands on us grew and grew, from people who had no knowledge of the business, and cared nothing except that we parrot responses. The customers actually complained that we sounded like robots. Happy workers became oppressed workers. Customer service is bad because it has become an industry run by HR-types who have no clue about how to service people.

Customer service overkill can kill you

diana in CR, IA — Fri, 13 Mar 2009 02:13:18 GMT

I don't know if customer service is declining, or increasing, or welcome for most people or not. But, I am not a people person - so I don't really want to be greeted or watched or touched or helped. "Helping" often means trying to talk me into something more expensive anyway, which I don't appreciate. But I'm also only 5'2" so if something is up high, I need someone to reach it for me. What's really weird is when it comes to clothing, they put the smaller sizes on top. How does that even make sense? If they could just put everything within reach or a buzzer next to high shelves, so I can call when I really do need help, everything would be perfect.

Customer service overkill can kill you

reality, Providence, RI — Fri, 13 Mar 2009 02:14:09 GMT

You don't want to shake someone's hand? What are you anti-social? You want to be left alone? Stay home. Order by catalog, or online. Going out into the world, in public means HUMAN INTERACTION. It's the guy who walks into the store and doesn't need any help is really the clueless one who buy the wrong product, returns it and complains about the store in one of these forums. Here's a FYI for ya- the retail sector is being destroyed in this country by this depression- workers and business owners are desperate to make clients happy and return to buy something to hopefully keep their jobs for another month. Want real, honest service? Try shopping locally at area businesses where you know the person serving you, instead of buying cheap Chinese made junk at the monster box store, or Walmart so you can save a buck or two. Now you're complaining about TOO MUCH service- what a spoiled bunch! Oh and the guy that didn't want someone to carry his beer? Fess up. You're cheap and you probably stiff everyone on the tip.

Customer service overkill can kill you

Chester, New York — Fri, 13 Mar 2009 02:46:29 GMT

Of course you get plenty of service today. That is the main problem. Customers have forgotten the meaning of service and the difference between service and repairs. Secretariat, the horse, never made repairs, but lived a fine life after racing giving service. Now you know what they have in store for you when you are affered service!!

Customer service overkill can kill you

Chester, New York — Fri, 13 Mar 2009 02:47:18 GMT

Customer service overkill can kill you

Johnboy, Hickory, NC — Fri, 13 Mar 2009 05:29:06 GMT

Customer service should be easy. Anticipate what the customer needs, and be available to provide it at the appropriate time. And most importantly, listen to what the customer says.

Customer service overkill can kill you

Robin Marks — Fri, 13 Mar 2009 05:52:08 GMT

I love over the top customer service when I travel and when I shop. Women in evening gowns and men wearing tuxedos to night clubs or any place in Las Vegas has always been my way to prod people holding the ropes to offer me extra assistance to the front of the line. I am cheap and usually only proffer a discreetly folded sawbuck. At the grocer I tip 2% to the bag boy. Never shop someplace where tips are expected if you don't want to tip. When I was younger I would do it myself toting a few bags of groceries home but now I buy a lot more and I am always sure that the person carrying the groceries to the car can use the tip.

Customer service overkill can kill you

Ginnee Turner, Coos Bay OR — Fri, 13 Mar 2009 08:16:43 GMT

Unfortunately, CSRs are not mind readers. Some customers want to be waited on hand and foot, others don't. How are the CS people to know the difference? Some management insist on calling customers by their first names (and probably the handshake) and the CS person might dislike it as much as you do. They HAVE to do it. Maybe complaining to the manager about the policy, not the CS person, would help.

Customer service overkill can kill you

RGEarl — Fri, 13 Mar 2009 08:38:07 GMT

I work in Customer service area. (Service Desk Phone work)
I keep it simple.
I greet the employee, obtain enough information to identify who they are.
I then ask how may I help them and I then sit back and LISTEN.
After they are done speaking I repeat back enough to verify I have all the issues correct and then I tackle each issue in turn. If I have to check on something while they are on the phone I explain what I am doing and try to engage in courtesy chat while I multi-task
At the end of the call I ask if they have any questions. (this gets a little humorous)
Most of them say no but right after they say no they ask another question.
After that I again ask if they need anything else until they are indeed done...
The next part is customer service as I define it.
I CALLBACK later in the day or the following day and I ask them if the issue was resolved.
It really is that simple.

Customer service overkill can kill you

Greg, Ogden UT — Fri, 13 Mar 2009 09:06:53 GMT

It seems to me that most people just like to complain. Your all a bunch of Goldilocks searching for the just right that doesn't exist. Quit complaining and expect more from businesses. After all businesses have a tendency of trying to give you only the bear minimum.

Customer service overkill can kill you

Chris, Fords NJ — Fri, 13 Mar 2009 12:44:48 GMT

What an interesting question! I have been in retail management for 15 years and the 3 companies I have all worked for have all talked about customer service and all 3 failed at delevering on there promise. Why? Lack of training.It is easy to say that we will offer great customer service and its is another thing to train people. Most retail employees are teenagers who either dont understand the basics of saying hi with a smile or just dont care because they know they can get basically the same job at the store next door. And now to put another spin on this, customer service is a two way street. Becuase you are a customer you should follow the same rule of smiling and sayin hi or as a customer are you above that. My point is, back during the unfortunate events of 9/11 I saw some really amazing things happen going only with all of the grief around us. Everywhere you went people said please and thank you, we were holding the door open for the person walking into a store, if you were pulling out of an intersection and there was a line of traffic someone let you go instead of rushing to make sure you did not get out in front of you and we were not in a rush we took the time cherish what we had. So is there to much customer service? Maybe. But just remeber that customer service works both ways and if you treat someone harshly how would you handle it. Treat everyone as if they were your favorite family memeber or friend and there would not even be a question.

Customer service overkill can kill you

Chris, Fords NJ — Fri, 13 Mar 2009 12:45:54 GMT

Customer service overkill can kill you

MB — Fri, 13 Mar 2009 15:04:13 GMT

Perhaps I'm more self sufficient, but I prefer to have the customer service people acknowledge my presence, and **IF** I need help, then I will ask for it.

http://wtfdidhesay.blogspot.com

Customer service overkill can kill you

Chris, Worcester, MA — Fri, 13 Mar 2009 15:25:48 GMT

Maybe the people interviewed are just anti-social and uncomfortable dealing with people helping them. I'd think one would need a much larger sample size and more convincing methods than the anecdotes featured here. Lack of personal touch and involvement in developing and maintaining business relationships in a long-term mutually beneficial way is a large part of what has lead us to this current crisis, imo.

Lighten up, and let people serve you; they take joy in it.

Customer service overkill can kill you

MJ Jones, Oklahoma City, OK — Fri, 13 Mar 2009 16:37:38 GMT

I flew Delta last week. The woman at the desk was not horrified that I had to wait 10 hours in the Ft. Lauderdale airport or pay $50 extra to change my flight. She was not horrified that I had to pay $15 a bag per trip for the price of gas (?). She was not horrified that I sat on my bag for 4 hours before it was allowed to be checked. She was not horrified when she told me it would cost an additional $25 to send some jam from Belize to my home airport so that I could get it through security. She was not even horrified when I said I would never fly Delta again, saying "it is your choice" What she was horrified was when I said I looked forward to Delta going broke for being so tacky to its customers. That she was horrified by! She even repeated it to her coworker, she was so horrified. Self-centeredness! I won't fly Delta again, and I do look forward to it going bankrupt!

Customer service overkill can kill you

Robert McCarthy, Seattle, Washington. — Fri, 13 Mar 2009 17:08:20 GMT

I expect good customer service and when I get it I will stay with that company. For example; a package was stolen from my mail box and the U.S. mail or the company I bought the item from did not want to do anything about it but I order the item through Amazon and they gave me a new item and paid for postage, Wow! On the other hand, my wife and I went to Disney World and paid the upper service prices. The first time we did this was great and we were treated very well, but the second time we were treated like trash to the point of making my wife cry. Disney customer service representative called, after I spent days trying to find a complaint address, and gave us 3 day passes but the damage was already done.

Customer service overkill can kill you

Mark Stephen Ware, Kentwood Michigan — Sat, 14 Mar 2009 19:19:16 GMT

A lot of really great comments here.

I'll be brief: CS should be appropriate for the industry, the venue and the customer profile. So, in some cases, it may be make sense to carry out the 6-Pack to the car IF the venue is pressing higher CS and the customer perhaps is not able to manage it due to age, health, etc.. No harm in offering. The employees should be sensitive to the customers' response (that's okay) and defer to the customer.

Let the customer guide you on what's appropriate CS, and how to/if to deliver it.

Mark Stephen Ware
CEO & Principal
Perception Lab, Inc.
www.perceptionlab.biz
Management and Marketing Advisors

Customer service overkill can kill you

Jen Chicago, IL — Sun, 15 Mar 2009 14:20:43 GMT

I hate all the surveys they want you to fill out. Our Honda dealer leaves multiple phone messages after every time we go in there and it drives me nuts. If I want to say something, I will, don't MAKE me give feedback.

Also, I work in a company where we give tech support and have to get feedback from all of our customers. I loathe asking them for feedback because these are busy people! Also, if I get anything other than all perfect 5s its a performance issue to my boss, even if I get all 5s and one 4 or something. It's bogus.

Customer service overkill can kill you

Atlanta, Ga — Mon, 16 Mar 2009 17:33:53 GMT

You know what would be nice, customers who don't expect their sales associates to have phd's in phychology with telepathy. You walk in the door of my store chatting on your cell phone. I say hello, mostly out of habit because despite your belief that you are the center of the universe you are the hundredth person to walk in that door and I'm supposed to say hello. It honestly left my mouth before I noticed the blue tooth attatched to your ear. If I had paused to study you intently before offering a greeting wouldn't that have been more offensive? Don't snap my head off because your in the middle of an important phone call, and don't get pissed when I didn't use my telepathic powers to know you were off the phone and now wanted help finding the mugs. Don't say took you long enough five minutes after you got on to me for interupting you, and don't get angry when I offer you a bag. Yes I'm aware you are capable of holding your mug but you would have gotten angry had I not offered it. Don't slam the door when I say have a nice day. What I've learned about customers is that there is no right answer they always get angry. They want you to back off but then get mad when your not right there to answer a question ( so you want me to stalk you silently so when you have a question I'm here, wait no that makes you uncomfortable I need to watch you from a comfortable distance and wait until you pause in front of an item, and debate with myself whether you need help or are just looking because I don't want to get snapped at again. God forbid I'm with a customer who asked for help when you need yours)

What do you people expect from us? You want us to know how independent you are? We just met you! How do I know you don't want a bag unless you tell me. Look you walk into a store you get a greeting, deal with it, if you say no I don't need help finding anythig don't get an attitude when I don't know to help you find something, if you feel that me offering a bag or holding the door open for you is belittling please understand I don't know you and the person who comes in before and after you would be angry I didn't offer. Have you guys read all the comments? Half of you want more customer service, half of you want less, but you all expect for us to magically know what you want. Either way you complain