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Posts Tagged ‘service’

If you get good service you may tell one or two people about it – BUT – if you get bad service you’ll tell everyone you know.

[tweetmeme] Just to prove that we don’t only speak up when we get bad service… let’s talk about some awesome service we’ve gotten lately!!

Kristen at Berkshire Bank in 20 Mall in Guilderland.  She is top-notch!  Michael had a problem with his account last week due to a mistake Price Chopper made. (One of many, they’re on my shit-list this week) Kristen was quick to get us in touch with someone who could resolve the problem.  She did it all with a smile in her voice and a good attitude.  I didn’t mention that we spoke with her over the phone.  Her positive attitude came right through the phone.  We called her manager Jason who was working in another location and he immediately rectified the situation.

We stopped in to thank Kristen and Jason in person the next day.  Kristen was there and we had a wonderful conversation.  We were sad to learn though that Jason was transferred to their Colonie branch.  Not as convenient, but still not too far away.  I highly recommend either of these two branches for your banking needs.

The other awesome service we received was at Max BMWMichael was in contact with them regarding test-riding a couple of motorcycles so he could talk about them on his biker blogCraig and Ben took the time to meet with us and answer all the questions we asked.  The dealership was quite busy since they were sponsoring an event, but they made us feel like we were the only two on their sales floor.

These days I won’t do business with a store who’s customer service ISN’T top-notch.  Tons of businesses compete for my attention, so why should I put up with rudeness or bad attitudes?

Where have you gotten awesome service lately?
Where has customer service fallen short?

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I haven’t posted rants on here in the past, but I had a situation happen last week that still annoys the hell out of me when I think about it.

I was visiting Colonie Center in Albany, NY.  I went to the customer service desk.  At this desk you can purchase lottery tickets, gift cards, and get general information about the mall.

In my experiences throughout my life I was led to believe that people at customer service desks should be courteous to the patrons of the business they’re working for.  I have worked with the public for years, and though I’d never say the words “the customer is always right” I do subscribe to the idea that you ALWAYS treat the customer with respect and you always say “Thank you.”

I approached the customer service desk.  I moved slightly to the side to fill out a form.  While I was doing this two additional customers walked up.  They were immediately assisted.  (She had a snotty attitude, but she answered their questions.)  While she was helping the second woman I finished up my form, and put my money with it on the counter.  It was quite obvious I was finished.  As she finished with the second, I incorrectly assumed she would move on to helping me.  She looked right at me and moved 3 feet to her right and started typing on her computer.  It was obvious she was playing on Farmville (or some similar online game) and logged out to proceed to log in to another website.  After about a minute, she walked back to the counter and took my form and money, processed it and laid my receipt on the counter.  While she was processing it, a security guard walked up to the counter and started shooting the breeze with her.  She commented to him that she needed to log into an online customer service training that she was required to complete.  At this point I picked up my receipt and I couldn’t resist commenting.  “Since you’re going to be taking your required customer service training, let’s pray that it teaches you to acknowledge your customers in front of you and how to say “Hello” and “Thank you” since you didn’t say a single word to me during my entire transaction.” As I was walking away she screamed after me “Thank you Ma’am, please come again.” In an extremely snotty tone.

When I told a friend of mine about the situation he immediately physically described the girl and knew exactly who I was talking about because he’s dealt with her in the past and agreed that she needs a serious attitude adjustment.

From now on – I’ll take my business of that sort to Crossgates.  They may not be a ray of sunshine over there, but at least they’ll acknowledge my presence…..

What kind of bad customer service have you had to deal with?
Do you still do business with the establishment?
If yes, explain why.

Customer Service Graphic from: http://www.whalecottage.com/blog/tag/whale-cottage-camps-bay/

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