Customer Service: Smile, Be Kind and Helpful
Yesterday I stopped in a drug store to pick up some paper towels on sale. I didn’t see the particular package I was looking for so went up front to ask the store clerk. He said he would check in the back, and as he was walking, his manager approached him. The clerk asked her where they were.
The manager walked to the aisle and pointed, saying the paper towels were on the shelf. I walked down the aisle and did not see them. The manager said in an irritated tone, “There they are.” She did not come to help me, but I finally found them.
Thinking about this later, I realized that I had felt stupid for not finding them. I left the store feeling I had received terrible service.
What could have made this an exceptional customer service experience instead? The manager could have shown me exactly where the paper towels were and said something like, “I’m happy to help you. It is hard to find those paper towels sometimes.”
Her tone could have been pleasant and friendly. She could have shown empathy when it was clear I was having trouble finding the towels.
It is true that simple acts such as smiling, being kind and helpful can make all the difference.
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