http://www.joelonsoftware.com/articles/customerservice.html
This article is great food for thought.
I am interested in your experiences as a customer;
Did you find the service you received was acceptable?
If you were asked to complete a customer satisfaction survey, how would your respond?
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KJ
I have had a lot of good and bad customer service experiences. I took a course on customer service and learned alot about how customers are supposed to be treated. As soon as you walk into a store someone on the front line is supposed to say hello and ask if you need anything.
A lot of the times people aren't trained properly in customer service, and that is why people receive bad customer service.
I think the hardest kind of customer service is waitressing and serving. They have to take care of more then one customer and that can be hard.
Nikki Brown
Hey there everybody, Angele here. A bad customer service experience that I'v had was at a restaurant. The server my friend and I had was rude the whole time. She seemed like she hated her job and never made an effort to speak nicely or smile. At the end of our meal we left a small tip of $1 for the poor service, she had a problem with this aswell. All in all she shouldnt have gotten that dollar tip either. I have experienced different types of customer service, good and bad. Good customer service is about going out of your way to please customers so they are happy and will come back. It is important to have a successful business.
Angele
Hey All,
I think that in our industry, how you treat people/customers is one of the most important issues we need to deal with.
Obviously experiences go both ways. I used to work in a flower shop and as a server in a popular resturant. Both of these jobs gave me an opportuntiy to see the benifits of customer service. When you do a good job it shows in the customer, they are happy with your work. If you do your job properly the customer returns. And that's a huge goal within the ski industry. I think that this course will be extremely helpful to our future careers.
Courtney Payne
Hi it's Mike Rogers. It is important to be nice and helpful to all customers no matter what, because if you give them a bad experience then it will be hard to get them back. I had a bad experience at a restaurant where it took the hostess forever to give me and my friends a table, and when she finally came and when we asked for a table she was all mad and told to us wait and calm down because she was the only hostess workng. Once she gave us our table she would give us bad looks everytime she walked by us. The hostess should of told us calmly and nicely that she was the only one working and that she will just be one moment. We would of been respectful and said no problem we can wait. Giving the customers a good experience is so important because then they can tell there friends how good of time they had at this restaurant. You don't want your customers leaving in a bad mood because then they will tell all there friends how bad it was and then there friends won't go there. So in the end, being nice and calm to the customers will go along way.
I once had a bad customer experince at this one job that i worked at a golf course. when i asked the backshop people to bring up a members clubs to the front. the clubs failed to arrive and after about 15 minutes i found myslef in the position of trying to keep the customer calm and relaxed, since he thought that someone had stolen his clubs. i simply told him that this rarely happens because we are always striving to do the best job possible. finally after about 20 minutes we found out that his clubs were actually in his car the whole time. he later came up to me and genuinely apologized for causing so much trouble for us.
I have had some good and some bad experiences as a customer. One that I would like to share is a positive one. I was in the market for a new pair of gloves. I was looking for something similar to the pair I currently had but unfortunately the company did not manufacture that model anymore. The salesperson was determined to help me find what i was looking for in a glove and displayed all of the features of the gloves that were comparable to the ones I had. After trying some of them on I found a pair I liked and walked away a happy camper.
Hey there everybody this is Carlos. So a bad customer experience that I have had has being in the fast food industry while ordering food.
The experience has being going into a Harveys, ordering my food. and simply watching the staff stand around in the back when clearly my order is ready. I got so frustrated that I was willing to head to the back and pick up my order and put the garnish on. I stopped myself and wanted to talk with a manager, but that got me nowhere.
Thats my two cents.
Carlos
I have expierenced horrible customer service at a restraunt back home called Bugzys, to start the dinner off our ribs came and seemed like they had been sitting on the counter for at least 25 minutes, our server never came to ask us about our food or if we wanted refills, we had to go and talk to him and mention to him how we were not impressed with the food or service and usually at this particular restraunt the food is amazing! and service is top notch! for this we docked the guy his tip and made a great mess on the table.
I have expierneced both good and bad customer service its jsut too bad that bad customer service seems to always be heard more often.
Jackson
The worst customer service experiemce I have ever had was at McDonalds. One time there was a hair in my french fries and when I went up to the front to tell them about it they were not friendly at all. They claimed that it was not any of their hair and they told me to leave. I said that they should just admit it and give me some new fries. They then told me to leave and said I was banned for life. I was not actually banned but I have never respected the people that work at that McDonalds from then on.
I guess a bad customer service experience for me was calling up rogers to help setup internet at my house. I called them up and wanted to talk to a person but i had to go through 15mins of press one if this press 2 if this it was pretty aggravateing to have to sit and wasted cell phone minutes on listening to a recording. eventually i got to a person but then got put on hold for a nother ten minutes when i finally got to talk to someone they gave me a number for another source and i had to hangup and go through the same thing to eventually get to a person. this person did help resolve my issues of setting up my internet but it was aggravating to sit through a half hour of recordings and then finally get the issue resolved. if they only had a option right off of the bat then i wouldn't have been so frustrated.
Jeff Konoby
Hey there everyone, Mike Van Zeyl here. I have had several good and bad customer service expierences. One of the better ones I have had related to the industy was when I went to Snow Valley for a day of snowboarding. "Sprit" was there and they were having a competition who could kick an empty 2L pop bottle the farthest. The person who did this won a snowboard bag. I thought this was a great promotion as well as a fun event. Everyone at the event was very happy and always had a smile on there face which made it much more enjoyable.
Brent Said:
I woukld like to discuss a good customer experiance i had in Whistler staying at the delta hotel.While trying to find a place in Whistler i would frequently stay at the delta. The front door man seriously impresed me.He always called me by my last name would alow me to lave my board bag in guest storage even if i was not staying at the hotel. I came back this april to visit some friends and he still remembered my name.Wow!
I once went to a fast food place and ordered my burger with no mustard. When i got the burger, there was definatly mustard on it so i took it back to the counter. "I asked for no mustard, can you fix this" The server then responded "Ya",as she typed into the register "That will be 7.99". She wanted me to pay for a new meal because of a mistake that she made. I wasnt happy with this and vowed never to go back there. All she had to do was shoot me a smile, say sorry and fix my burger. I would have been happy and came back. This just goes to show that if a employee shows a little initiative, the customer will benfit huge.
Scott Robertson
The customer expieriece that I'm going to comment on is not one that I was involved in myself but rather witnessed. At Glen Eden one of the lifts broke down. This eventually ended in a lift evacuation. This was one of the coldest days of the year down around -20. It took them over an hour and a half to evacuate the whole lift and they were being very impatient with the people on the chairs. They did not even offer them blankets or a refund in any way. I thought that this was completely un fair and that these people should have been refunded. I know this as my brother and some friends were on the lift.
Brian Serneels
I have had good and bad service everywhere I go. I think it is the best to go and ask for what you want in a good manner. If you are rude about what you want I would exspect someone to give me bad service. But if someone who is working gives you bad service then you should give the bad service tell a manager. Here is an example of great service I was at a resturant in my area and the waiter was awsome kept coming back and asking if we needed more and he even gave us free appitizors i thought he was the best waiter in the world and best customer service.
One of the worst customer service experiences I had was at Futureshop in Newmarket. My stereo stopped working so I brought it down there for them to get it fixed since I had a warranty. About two weeks later I called them to see what was going on with it and they told me it was back and fixed so I took the bus down from Barrie. When I got there it actually wasn't ready the person I talked to messed up and the supervisor didn't want to do anything at all to compensate the fact I bussed 45 minutes for nothing based on information the gave me. After I eventually got my stereo I never went back.
Matt Wagg
I find a lot of buisnesses these days have fairly poor customer service. It used to be that you were greeted with a smile when you walked into a store like blockbuster or mcdonalds.
Now days its as though these buisnesses arent enforcing this as much. I mean at a place like Mcdonalds where they say the smile is free, when you ask someone for a free smile at the drive in they usually turn me down and isn't customer service really about making the customer happy, whats the harm in living up to your companies promise by giving away a free smile if its going to make someone happy. That alone is the sole reason I don't eat at Mcdonalds.
Dan Norberg
Hey this is Jay Chandler. I can't really think of one specific time that I got really good or bad service, but the subway at the corner of Duckworth and Grove always has the worst service. They are always slow, they always mess up my sub, and 3 times I have been there they had no bread so they can't make subs. The worst thing they did was one time I was in there the cashier asked me if I would like to give him drugs instead of cash, that really offended me. The staff is all teenagers, and they are always talking about fowl things, which doesn't bother me but they say very rude things infront of young children and their parents.
I have had alot of experience with customer service, from both sides of the counter. having worked retail for years now, and having tought skiing for so long i find myself to have very good customer service abilities. its important for the customer to feel knowledgeable about the product they are interested in, and for them to feel you are truly knowledgeable about the product you are selling. From the other end, as a customer, i find it is most important for the sales person for them to make my experience easy. its also very important to me that whoever is selling me a product is knowledgeable about the product as well.
Ben-Jammin
Hey everyone. I strongly believe that customer service all revolves on what type of attitude you choose to have. Quite simply, if you choose to have a good attitude at your work place your going to get an excellent report back, and possibly way better "tips". Depending on what industry or where you are working. But if you have a bad attitude, that's going to impact you negatively.
I had a really bad customer service moment when i was at Burger King the other day. While in the Burger King i noticed a few people around the counter, guessing from the friendliness with the employee I assumed they were the employees friends. After the friends left the counter I was helped with my order. My order seemed to be taking longer then normal, when I realized the girl from behind the counter was now talking to her friends in the booth and my burger was getting cold on the trey slot thing. I asked the girl if i should go back and grab my own burger and fries then she promptly got up and got my food. This was the worst Burger King ever
Andrew Liddle
i have experienced multiple positive and negative customer service. one that really sticks out was at roosters, i was there with a bunch of my friends and the service was slow because they were bussy. i know it wasnt really the waitresses fault that it was soo slow so when the bill came i left her a fairly large tip i think it was around $23 and change. she miscounted the moneey i gave her and got really mad about what she thought was a $3 tip on what i remember being around a $80 bill. so she slammed the $3 on the table and rudly said here is your change... i was confused untill a few min later she came up and asked how much i gave her... after pullin her foot out of her mouth and realising she got over a $20 tip she appoligised.
i see this as bad customer service, no matter what tip i left her she should not have been that rude about it and i feel that i should have just taken back the extra $20 for that.
Mike Colbourn
Well I think the Tim Horton’s at the school has bad customer service. Theres this really old lady there and she just grumpy all the time. I mean not all the ladies at the Tim Horton’s are grumpy. This lady is by far the worst cashier I have ever encounter at Tim Horton’s. This one time I went in and ordered a large coffee, when I went to go pick it up I noticed it was kind of light. I opened the lid and the coffee was half full, I then took a sip and realized it was burnt. Bring the coffee back a asked for a new one and she hesitantly made me a new one. I buy along with most of the school from this Tim Horton’s all the time, I mean she could be a little nicer.
Matt Osmond
I have had mostly good customer service except this one restaurant called the old train station. They went to serve us and the server pilled hot soup over me and ater i got a new bowl they still charged us for bot soups! If i was to evaluate the customer service this place would get very poor!
I have had plenty of bad customer service experiences in my life but one stands out very clearly. When I was in early High School I went skateboarding with my friends in a few towns over from mine and I went over to the corner store to get change so we could order a pizza to the skatepark and everyone had the exact change. All 3 of us walked in and asked the buisness owner to make change for our $20 bills. I was last in line and he said I didn't give him any Money at all even though I did. I didn't know what to do because this was before we all had driver's licenses and just been dropped off by one of our parents. We were pretty much stuck in this town with not enough money to pay for our pizza as it was on it's way. It sucked. We sadly stole chips and whatnot in anger. Silly teens.
Matt Dussault
Two years ago I decided to jump out to quebce to ski for a week. I ended up meeting up with a bunch of people while i was there. This story is of a bad customer service experience. We decided to go to dinner one night in the village. We got seated and waited about 30 minutes just to put in a drink order. Our waiter was very rude and didn't seem to care that we had waited so long. To make a long story short this was what happened over the entire course of the meal. What should have been a hour and a half dinner ended up taking about three and a half hours and the restaurant wasn't even that busy. So we decided to not leave a tip as the meal was expensive and our waiter sucked. And here is the kicker as we were walking out the door he ran after us and said he could not allow us to leave withought giving him and tip. We laughed and walked out. I think people in the service industry need to be reminded that you only get a tip when you have done a good job.
Scott Saunders
I have had many experiences with good and bad customer service. In all compainies your main goal is to make people happy and make them want to come back. If you accoplish this your customers will tell others about what you have to offer. One back experience was a night after snowboarding we what to a restaurant, It was a buzy night but we still got seated pretty quick, we order and we got our food... I wait to take a bight and there was the longest hair in my pasta and I sickened. I pushed the pasta away ans told someone, then as they were getting me a new meal my friend was starting to eat hers and the same thing was found in her meal. The manager walked up and said sorry and gave us free lunch anyother day and our meals for free. I wasn't looking for free stuff i was looking for a good meal and i didn't get it. I never wait back there.
Ashley Olliff
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