The Nitpickers Guide to Customer Service

Don’t know, don’t care and shaddup about how fast the computers are today

My previous employer was so focused on customer service that part of our performance evaluation – on which our raises were based – was a customer service test based on these two programs called LIST and Diffuse.
LIST stood for

• L: Listening
• I: Indicate Understanding
• S: Solve
• T: Tell

The diffuse portion of the program was used to talk angry patients down without being patronizing or condescending.

Although the practice of LIST was a bit bumpy at times- you try LISTing a woman who just wants to change her appointment time- it has served to be quite useful throughout life as I have worked in various capacities as a a customer service type. Heck, diffuse has gotten me out of trouble just yesterday. Some dude nutting out about the computers being slow. People just want to vent, be acknowledged and heard.

Dealing with the public is a trip. People are a trip. They can be demanding, mean, impatient and rude. But when one takes a job that requires you to deal with the public, one must remember that it will serve you well NOT to take it personal, to separate the good from the bad and try to remain positive. A feat that is often good in theory but difficult in practice.

As a person with excellent extensive customer service skills and a variety of customer service history, when I enter ANY establishment, I expect, nay, DEMAND good customer service. I don’t need to hear about your mama, your baby’s daddy, what such and such didn’t do, who you like, who you don’t like and the myriad of other personal conversations that can and do occur.

Aside: Don’t get me wrong. The folk that work and use my library knows that when Rachée is at the desk, good times are a coming but I do what I am supposed to do. I don’t ignore patrons; (except those who snap their fingers and make a “spp, spp” sound – you know who you are) and with the exception of a few PITAs, I don’t get any complaints.

Anywho, tonight I experienced such horrible customer service at Game Stop that the old Rachée* was rets to make an appearance. The clone and I decided that we would get ourselves the kids us me a game**. As I scanned the sparsely stocked rows, I didn’t see what I was looking for (the very addictive Mario Kart). I asked Doofus #1 at the counter if they had any Mario Kart and I was told no. When I asked if they had a link to other stores to see if they had available merchandise, this is when things went downhill.

*Don’t make me angry.
You won’t like me when I’m angry.

Without giving a complete blow by blow of the store events let me hit the parts that made me steam:

• When asked if the computers are linked to other stores being told by Doofus #2 that the computers are “like 4 days out of date and that they are always wrong” Is this not a gaming store with all types of computer equipment? Don’t they inventory?
• When Doofus #2 called two area stores to check on the availability of the games and during his second call, his old store, he proceeded to have a personal conversation with Julio. No big; I often get caught up when I am looking for a book for somebody and I get to chat with someone I haven’t seen in a while.
• When asked if I could reserve a copy of the game being told that they don’t take special orders? Huh? How is this special when according to D2 everyone is after this game?
• Doofus #2 had no idea when the stock would come in nor what would be in the boxes when they came. ^ (raised eyebrow) Even when the library orders a bunch of material we know what to expect.

I didn’t nut out or cause a scene as I used to. I left and spent my money at another store.

You know, as I re-examined what was going on I asked myself if I was upset at not getting what I wanted (a bit) or if the customer services was so terrible (it was). Perhaps I don’t know the protocol in dweeb-ville. Who knows what the issue was?

I just know that while I could have been a little more patient and calm, I am proud that I can return without eating Crow, swallowing my pride or slinking in like some fool.

-r

**I had thought about this purchase since Tuesday and due to some calculation that made sense at 5:08 Am I purchased the game without feeling that I had broken my resolution.