Over at Customer Service, What?, Tim Whelan describes an encounter in a retail store where the employees were not focused on the customers but rather other duties and/or their personal lives. For simplicity’s sake, I believe the quality of customer service falls into one of three categories. The category I’m posting about today is:
Failed to meet the customer’s needs That’s clearly what happened in Tim’s case.Now, what’s that got to do with Newton’s Third Law of Motion. You’ve heard of it. It’s the one that states: “For every action, there is an equal and opposite reaction.”
When you experience customer service that falls into the first category of failing to meet your needs. I believe you should invoke Newton’s Third Law. In this case, you contact management and let them know the specifics of what happened. Their employees lack of action causes you to react with an inverse amount of action resulting in management being notified of the employees’ behavior. If their behavior is rude or indifferent, your reaction is opposite of that–professionally calm.
I have been a district manager of a number of retail stores. I have agonized over monthly reports showing store sales and other figures. When stores’ sales were down I analyzed and analyzed the metrics to see if I could determine a cause. I would have greatly appreciated knowing that some of my store’s employees were not focusing on customers. That’s data I couldn’t get from a printout.
On the other hand, when you receive customer service that clear wows you, ignore Newton and contact management also. We want to create an environment that rewards excellence and holds poor behavior accountable.(That process starts with complimenting the employee right then and doing it sincerely.)
Don’t lose your temper when confronted with bad customer service. Document it. Then report it.
Don’t be a customer service victim. Take Action!