Other Side of the Counter

"Customer is always right." That's the slogan if you work(ed) at any customer service. They said this to provide the best customer service and experience to consumers. However, it is not always right. I have been on the other side of the counter for more than 18 months. I would not consider myself a veteran but I have seen, heard and experienced enough customers to understand when to give them the best customer service and when to hint to them that they are delusional. When we made a mistake, we live up to the slogan and fix our mistakes. Sometimes, they may have misheard us and agreed with our mistakes. Sure, we can correct the problem. However, the following problems are when they pissed me off. - Get angry because we screwed up a drink when they did not specify any modifications/needs in the beginning. - Get angry because they waited their ONE AND ONLY drink for too long at drive-through when there is already a line-up to start with while the lobby is empty. It's your own fault that you are so lazy to leave your car. Not everybody is getting ONE drink. Be considerate. - Get angry because we repeat the drink at the order that is different from yours even though it is the exact same drink. - When we asked, "Is that everything for you?" You said, "Yes." Then, you added more stuff afterwards. - Do not complain to us about not getting certain products late in the afternoon when you already know how popular and how often they are gone by morning. - When we said, "One moment please." Do not start ordering. - Do not "Hello" us first and repeat it many times. We "Hello" you first. If we do not, we have legitimate reasons. We are most 95% busy. The 5% is that we are closed. Best ways to receive excellent customer service: - Be courteous - Be polite - Be clear - Be understanding - Be considerate All these actions will receive excellent customer service in return. Customer service representatives are human beings, too. Most food and services like their customers leave happy. This is a win-win situation for both side of the counter. However, if you are dealing with telecommunication companies, yelling is an effective option. Especially, when the representatives are blaming difficulties on your behalf. Their slogan is more, "Company is always right."

Management Problem

No matter how many years of experience a manager has for running a business. No matter how well a manager can run a business. If a manager does not respect and understand the staff, people will continue to leave. The manager will left wonder what went wrong. A good respectable manager is one who the staff looks up to and enjoys working with. Not one that causes stress and fear to work with. Experience can be gain. Attitude can only change if the person accepts the criticism and allows it to change.