The Lost Art Of Customer Service

     So once upon a time I worked retail. I was a cashier for like 5 years. In that time I learned a bunch about customer service, because when I started, I was a socially awkward teenager. I tried to be professional, but still had much to learn. I also developed pet peeves about how customers conduct themselves. More recently, good customer service has been harder and harder to find, and what's more, people are getting more and more viscous to the cashier. As a result, I'm going to break down how this interaction SHOULD go down.

Cashier: Sees customer,  greets them with a smile and a "Hello" or  professional hello equivalent (no, not s'up)

Customer: Show common courtesy and say "Hello" back.

Cashier: Asks customer if they found everything they were looking for, and prepare to try and help if they say no.

Customer: Reply honestly, but politely. If you're unhappy with the service up to this point it's not the cashier's fault, and if it's REALLY that serious, you can ask for a manager. Again, likely not the managers fault so you should try and extend the same courtesy you should the the cashier, but they're more equipped to assist you. OH and GET OFF YOUR FREAKIN PHONE! I hate that so much! We're taught not to disrupt people on the phone, it's not polite. So tell me how walking into an interaction ALREADY on the phone could be polite? Even if you just say, "Hang on I'm at the cash" the the person on the other end, it's common courtesy...

Cashier: React accordingly. If they say no, try and help, they may decline, and that's ok. Even if you just offer to call the department, or the manager, it makes a difference... also, treat it as a learning experience. You may run into this issue in the future, if you're informed you may be able to assist the customer yourself.  If they say yes, continue with the transaction, and try an engage them. This was actually something I learned a little later. Like I said I was an awkward teen and continued with the transaction in awkward silence. You can try an interact regarding their purchase, within reason (if some one is buying feminine hygiene, maybe avoid it). The go to, never fail topic  is weather, the ultimate small talk. Just make sure it doesn't take away from you performing your job correctly, or quickly...you don't want to NEEDLESSLY hold up your customer.

Customer: You may not want to be small talked, ok sure, fine, but at least be polite

Cashier: When you tell them the total, say PLEASE! Seriously... that's an easy one, and be prepared to receive it.

Customer: Ok, here's a Pet Peeve for me... Now in the days of plastic, it's uncommon for you to need to hand the cashier your card (when I was a cashier, you did). BUT if you're paying in cash hand it to the cashier. I'll never forget the customer who would counted coins and threw them on the counter, and actually ended on throwing the coins AT ME... yes that happened . The customer was angry, hadn't responded to me, and I'd kept a professional polite tone, until this point. This is when I told him I did nothing to him and he had no right to throw his money at me. I'd also like to point out I was professional with how I said it all, because I was ready to call the manager myself, and wanted myself covered. Well this guy told me he did have a right and called me a bitch...at which point I cleared his order and told him he could go to another cashier. THIS is when he wanted the manager, I told him, "yes, I'd like to talk to the manager too". Manager talked to and calmed the customer and brought him back to be put through... I refused. When the manager asked why, I informed him of what the customer did. For the knowledge of both the cashier and the customer, a customer has no right to be verbally or physically abusive to ANYONE. This guy had done both to me and as a result, I was LEGALLY allowed to refuse to serve him, and my manager backed me.

Cashier: Ok so getting off my side story, extend the same courtesy back to the customer, hand them their change. I'm not going to lie though, if a customer put their money on the counter, I would give them their change back on the counter...it was my passive-aggressive way of getting them back, and really couldn't get me in trouble. Say thank you... every one thinks you should say have a nice day...ok sure if your boss says to say it, do it, but I feel like it can be patronizing. After a customer has heard you say it a couple times it sounds insincere. Thank you is such a commonly used phrase, it just comes off as courteous.

Customer: You should have just experienced a positive transaction, so at the very least reply with a "Thank you". If you were impressed, take the time to let a higher up in the business know. Where I worked we had an awards program, if a customer reported your positive customer service you were recognized and after so many reports,  rewarded. This isn't exclusive to where I worked, other businesses have it, and if nothing else you'll get that person a pat on the back which should make them feel good. I had 2 of these awards, and will say I'm proud of that, because cashiers are the most forgotten members of the staff when it comes to customers reporting good service.

     So there you have it, how a transaction SHOULD be. This isn't just for retail either, fast food workers, I'm talkin to you! I can't tell you how many times I've gone through a drive through and had the total said to me and that was IT...Or worse, the total, and then they ignore me to talk with co-workers what they did last weekend. Newsflash folks, your customers don't want to hear it. As for you customers who use these people as your own personal punching bag, if you have anger issues, see a professional, these people aren't paid to take your abuse.