Hi-Cut Panties Sold in the Shoe Department

OK I get it, sometimes there is a miscommunication and no amount of customer service back peddling is going to make things right. Sometimes it is the customer not listening or accepting and sometimes it is the sales associate not listening or clearly communicating.

Recently I was at a store looking for underwear. I was not having any luck on my own so I found a sales associate and asked for help. Here is how the conversation went:

Me: I am looking for high cut panties

Sales Associate: Go to the shoe department (said dismissively)

Me: Underwear is here in the lingerie department (said patiently)

Sales Associate: High tops are in the shoe department  (said slowly)

Me: I am looking for high cut panties not high top shoes (said slowly)

Sales Associates: I thought you said high top shoes (said authoritatively)

Me: Can you help me? (said slowly)

Sales Associate: Not a word but she did lead me to the racks and walked away.

Here’s another example:

Recently I was at a café and it was the kind of place where you place your order and take a seat and they call your name to pick up your order at the counter. When I picked up my order there was a woman there explaining that she did not get the right order. The woman behind the counter expressed her apologies and offered to make what she wanted. (Said with sincerity). The woman’s reply: “I will deal with you on Yelp!” (said with fury and distain)

At our company we really stress customer service because we are an on line company. We can’t be friendly in person, develop a relationship or even smile and say hello. Our goal is to exceed our customer’s expectations. I would say that 99% of the time our customers are happy and satisfied with our customer service. But there is always that 100% that we want to achieve!

As consumers we have power to not patronize stores or services that do not give good customer service. As consumers we have the power to express our dissatisfaction via emails or letters. As a small business owner, I want to hear from customers if something is not to their liking so I can evaluate and maybe change my practices. Customer feedback is a great learning tool for any company.

What do you do with poor customer service? Do you comment on good customer services as well?