What Happened to Good Customer Service?

Remember the days when you could pick up the phone, dial the number, and you actually had a live, human voice on the other end of the line? Now that was excellent customer service.

Last night I worked late, nothing new really, and stopped at Wendy’s in Tamarack Village. I ordered a large chili and a side salad when the young man at the window stated the cost of my order.

Excuse me. Could you add a Mixed Berry Iced Tea to the order?

Yes, he added the tea to the order, then asked if I would be wanting anything else? No, that completes my order. And, thank you for assuming that I wanted Ranch Dressing on my side salad. Maybe, I would have liked to have had a vinaigrette due to my diet.

Then I thought to myself about last week when I stopped at the Holiday gas station on Radio and Tamarack Road. It was around 9 a.m. in the morning and I was returning my child home since he was sick. We purchased a lot of beverages and he grabbed two breakfast sandwiches while I grabbed something to eat at work. The man at the register asked at “Will that be all?”

Didn’t I purchase enough?

He turned red-faced and said, yes you did. I asked him what happened to up selling? Instead of asking your customers “Will that be all," you should be asking them “Would you like to take advantage of our special but one, get one on the Mars products?”

Back when I was in sales, whether it was working in fast food to leasing an apartment, we were always trained to up sell.

Let us not mention over-the-phone customer service. Between trying to push the correct buttons to get the appropriate help or getting a person who understands what you are saying is almost impossible. 

Remember the days when you could pick up the phone, dial the number, and you actually had a live, human voice on the other end of the line?  Now that was excellent customer service.

Let’s make this a fun day. Please share your customer service experience.

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Susan September 28, 2012 at 04:32 PM
Just curious, did you request a special dressing? Perhaps that is what type is sold with the salad. You can't just expect people to know your dietary restrictions. Perhaps we expect too much in regards to customer service? When I read this article I thought perhaps it was incident of rude service but this wasn't the case. It wasn't up to your expectations but I don't agree that it was bad customer service. These folks work hard for little pay, give them a little credit.
Rhonda Fitzgerald September 28, 2012 at 07:17 PM
Think the point was missed. I wasn't even given the opportunity to tell that I would like a different, and had to say excuse me to get his attention to add a drink to my order. And, ranch dressing may be the popular option but not the only option. I worked fast food in my youth: Arby's, Taco John's and Dari-ette. At each we were trained to take orders & upsell. Would you like to add an order of cookies. Would you like to add an apple grande. Would you like to add an ice cream. We never rushed or cut a persons order off.
Vicki Strong September 29, 2012 at 05:47 AM
I'm with Susan. I appreciate "Will that be all?" much more than someone pushing products I haven't asked for. If I want ice cream, I will ask for it. Upselling doesn't serve the customer; it serves the business.


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