Getting Good Service Pt. 1

This blog is for people who practice an art and work a day job. However, I'm posting this piece because many of us day-jobbers work in customer service occupations. In my own working life, I've been a busgirl, waitress, cashier (now called sales associate) for a major retailer, sales associate at various specialty shops, receptionist, phone operator and library assistant. I've also worked as a preschool teacher and school staff assistant. All these jobs have entailed extensive contact with the public. Most of my working life has been "out there" rather than safely tucked away in a cubicle, removed from public scrutiny. I'm familiar with the common conflicts between customers and organizations. For this reason I believe I can offer insights to customers who approach customer service workers with a problem or need.

I'm also posting this because in a few weeks, we start the annual shopping orgy known as the Christmas Rush. It begins with Black Friday, so called because if retail operations make a good profit the Friday after Thanksgiving, it's likely they'll stay in the black during the holiday shopping season. I hope that this post (and possible subsequent ones) can contribute to a sane and civil holiday season.
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Good to Know: Before You Approach Customer Servers

• Assume that service workers want to help. If reasonable customers are satisfied, everyone wins: the business gets repeat customers, the customer gets what she wants and at the least, the service worker gets to keep her job...not a small deal during times like these. At best, she gets a commission, bonus or brownie points in her employee file. Give everyone the benefit of the doubt when you approach a situation.
• Realize that service workers are people just like you. They have feelings, families, friends, hopes and dreams. Drop any ideas that they work in customer service jobs because they can't find anything else or they aren't smart/accomplished/educated/lucky enough for desk jobs. Many folks out there are doing what they can to make a living in tough times. And some of us actually like the contact with the public. People with university degrees and white-collar jobs need to get the message: occupations have very little to do with intelligence.
  
• Above all, do not treat service workers like "hired help" or attendants in your personal retinue. Most of my readers would never dream of doing this but I've encountered enough Queens of Sheba in my various jobs to feel that it's an important point.
  
• If you're coming in with a major gripe about company policies, realize that the person at the cash register, across the counter or on the other end of the phone line probably didn't have any say when that policy was made. Front-line people are normally the lowest on the company food chain. Depending on the company, they may have a single vote or no voice whatsoever. But chances are, none of them made the rule you're upset about. Save the venting for corporate headquarters. If a policy strikes you as unfair, request the name of the store or district manager, and thank the sales associate when she gives it to you.
• Remember that civility greases the wheels while antagonism jams gears. Until you have evidence that the company or worker is trying to darken your day, use an even-toned voice and choose neutral words. If you feel like you've been slighted, stop and do an honest reality check. Is the store crowded? Was the line orderly, or was it unclear who was next?
• After you've been helped by anyone, thank him or her. It doesn't matter that he's "just doing his job" like he was hired to do - this is never a good reason to fail to acknowledge good service.

Next: Specific things you can do to prepare for a customer service transaction such as returning items.