Saturday, April 29, 2017

Dear People in Customer Service

I'm taking a break from the last two weeks of hectic grad school wrap up to rant a little (did you miss me?). I am going to preface this with my work experience: about 3 years in a retail, face-to-face setting, and almost 9 years in a call center. That's a long time in customer service. I've trained customer service representatives. I did that for 2.5 years. I know what I'm talking about.

Getting my hair done is a treat. On average, a hair appointment for me, for a cut and color, can go anywhere from $50 - $70, depending on how complex I want my dye job to be. I haven't worked, aside from a 10 hour a week graduate assistantship, for 2 years, so I hoarded gift certificates from Christmas and my birthday so that I could get my hair done today, two weeks before I graduate, 5 days before a job interview for a job I really want. My life right now is busy and stressful, and getting my hair done is relaxing. I know my hairdresser, she's family, and the only person I want to touch my hair. She owns her salon and booth rents to other hairdressers. Today, as she was doing my hair, she was nearly going out of her mind as one of the girls that booth rents from her chattered at her client nonstop about her personal life. It was obnoxious. I offered to get rude.

Another preface, that's relevant to me: I am a weird combination of A-type personality and huge introvert. I get annoyed easily, I don't look outwardly approachable, and when I'm in a situation where I am receiving service from someone, I usually want it done as soon as possible. This is why I love the nail salon I go to. Their English is limited so they don't feel obligated to carry on a conversation, they're busy so they're working as quickly as possible. I'm in and out on a good day in about an hour with a fresh fill and polish. It's a win-win for me.

Somewhere, somehow, the service industry interpreted excessive chattiness as good customer service. That this loquaciousness was somehow endearing to a customer and built loyalty (and in addendum to this, calling every customer "hun" "sweetie" or, to my horror getting coffee the other day, "darlin'"). It's actually not. I wasn't even her client and I was getting annoyed by her constant stream of excessive, personal information. Yes, in an industry where you have regular customers, it's okay to get to know them, it's nice to chat. But, if you're going to do that, let the conversation be two-way, know your client's personality, and remember you're in a busy public place, and keep the conversation professional. I've overheard many, many conversations in the salon over the years that I never wanted to, and I'm sure clients didn't care to hear, either. Hell, when monitoring calls in the call center, I overheard agents sharing way too much with customers they didn't know, and you could hear in the customer's voice how awkward they felt, and how much they didn't want to have to hear it, but didn't want to be rude and interrupt (except one guy who told a coworker of mine ages ago "will you just stop talking?" which still makes me laugh to this day, because she had one of those horrible, saccharine voices that makes you want to stab out your ear drums with a hot poker).

Save the personal conversations for your friends and family, not your clients, whatever service industry you're in. No one wants it. It's awkward and your coworkers secretly hate you.

In addition, I think this sounds like a fabulous idea.

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