Your opinions on customer service?

[misa.j]

Since this forum has a big age range and is quite international, I thought it would be interesting to hear opinions on customer service. I've had both good and bad ones, and I work in one, so I would be really interested in listening to you guys.

So, what makes a really great or a really terrible customer service? I made a poll, but if you can even discuss your experiences, that would be great.

Poll questions: say, you are going to a store.
1. Do you want to be greeted when you enter the store?
2. Do you like having store associates try to help you while you look around?
3. At the check-out counter, which of these would you like to hear about?

 

[ricecake]

1. Absolutely,it's matter of courtesy
2. I find it annoying,only when asked by me
3. I don't care

 

[yukio_michael]

I never liked hearing irasshaimase, every time you enter any store whatsoever... It becomes so rote that it doesn't really have any meaning...

 

[Goldiegirl]

If I need help I will find a customer service worker...If I don't need help go away. I guess it just depends on what I am shopping for and how much time I have and how much money I am spending...

 

[Ma Cherie]

1. Yes, if I'm ignored for more than thirty seconds then that's bad customer service to me and I would probably not return to the store for a time.

2. It depends, if I'm trying to look for something in particular I would probably want someone to help me if I don't know what the particular product is.

3. That depends too.

 

[Davey]

The second one is SOOOOOOOOOOO annoying! Here in Japan, when I am shopping with my wife they come and ask us all this annoying questions, and try to sell us stuff.

I used to work in H&m (yes that one) and there we said hello to the customers, but left them alone (we kept an eye on them, so that when they were looking for help, we could help them right away).

 

[Iron Chef]

"1. Do you want to be greeted when you enter the store?
2. Do you like having store associates try to help you while you look around?
3. At the check-out counter, which of these would you like to hear about?"

1) Yes, a simple courtesy goes a long way.

2) Actually, I am one of the few people who probably doesn't. I just prefer to do things on my own even if that means I am looking for some obscure product in an unfamiliar store for the 1st time.

3) If I am at the register, my mindset at that point is already focused on whatever I need to do next once I leave. Simply pay and move on for me.

 

[misa.j]

Thanks everyone for your honest insight! I personaly like genuine kind of service better than extra friendly or super fast service.

I used to get annoyed by the shop clerks who would approach me as soon as I walked in a clothing store in Japan because I thought they were being pushy. Living in a small town in the US for a while also changed my prospective, and I learned that how small talks with customers can sometimes help with business.

 

[Flashjeff]

Poll questions: say, you are going to a store.
1. Do you want to be greeted when you enter the store?
2. Do you like having store associates try to help you while you look around?
3. At the check-out counter, which of these would you like to hear about?

1. Sure. It's a common courtesy as the personnel are appreciative of your decision to shop in your store. After all, chances are you'll probably spend money there, so they should be appreciative.

2. If I happen to need help or can't find an item I'm looking for, sure I'd want help, otherwise, I'd prefer to muddle around on my own, an associate doesn't have to follow me around when he or she could be helping someone else.

3. Probably about having gotten help if I needed it.

Hope this helps you, Misa.

 

[Kinsao]

For me, it depends on what kind of a store. If it's a big store, I wouldn't expect or want to be greeted on going in. If it's a smaller, more "boutique-like" store, where the service/checkout desk is within a fairly small distance of the door, and there aren't other customers being served, it makes me feel more comfortable if the person behind the desk greets me with a simple "hello". (Otherwise I feel like they're looking at me suspiciously, like "Does she actually have enough money to shop here?"...!!) Of course, if the assistant is busy with other customers I wouldn't expect to be greeted even in a small shop, unless it was *really* upmarket.

I don't like people saying "Can I help you?" when I'm standing looking at displays/products. It seems obvious I'm... well, looking. It seems like they're trying to encourage possibly shy customers to ask for help, in case they feel uncertain about doing so. There may well be people like that, but I *think* that your average shopper is capable of asking for help if they want it - as long as the store clerk has a friendly enough look and doesn't glare or sneer at you! ^^ To me, it's more important to be treated politely when you *do* ask for help.

I don't mind promotions as long as they are at the checkout desk and not just someone coming up to you randomly while you're trying to shop. Also, verbal promotion at the desk annoys me if it is about something that already has massive and/or obvious posters and stuff around the place. Okay, if I seem to have a visual impairment that's perfectly reasonable, otherwise I feel like "I've seen the promotion already, I don't need to be asked again".

Personally, the thing which makes the experience better for me, is for store clerks to be helpful when asked for help, and not intrusive when you haven't asked them for help.

I can understand that it's important not to let your customers feel neglected when they enter the store, and to know you are prepared to be helpful. But it's also okay, I think, to assume a reasonable level of... competence in interactions! I think a greeting and smile should be sufficient.