What has happened to customer service?

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I know we all have seen the service side of retail degrade to where it's almost non-existent anymore, but what has happened?

People in the area of the country I live in praise Publix and CFA (I am in that camp), but in reality, they are just the bar. The smaller stores/restaurants that REALLY know how to respect the customer are the epitome of customer service.

But then there's this-

I just went to a local NAPA (locally owned). It's tucked away, off anything considered a main road, retail area, etc. You probably wouldn't go there unless you searched for Napa and wanted to go there, which I did, to get a known part.

I park. I'm the only customer there, clearly. The storefront door is held open by a door stop. There's the typical ~30 yo male standing on the curb. Unkempt hair, unkempt beard, Napa hat on, phone in one hand, vape box in the other, never looks up, never says a word, in fact, moves away (I guess in a polite move).

I walk in, no one to be seen in the store, counter, etc. I walk to the middle of the counter and stand there. I then see an office at the end of the counter, two people in there, looking at me. The man shouts out "sir, is anyone helping you?" I look both ways for anyone and shake my head no. Then there's a discussion between the man and woman about who's where. She walks out of the office and asks me what I am needing.

I tell her, year, make, model, then I tell her what I need. It's a caliper pin bushing kit. She can't find it.
I was just looking it on their website at the office. I knew I should have written the part down and took it with me. Then she finds a hardware kit. Nope, it's the bushing kit.

She finds it.

Yeah, there's some tension in the air. Probably too much, but I think a customer should be appreciated instead of being made to feel like they are bothering people. Yes, it was a whole $7 of gross revenue.

I feel things would have had a whole different air about them if someone was at the counter when I walked in and ready to go. Maybe it's just me....
They sold customer service to China too.
 
Flame on…. My pet peeve is when I say “Thanks” and the customer service person says “no problem”. I am the customer and actually the reason your company hired that person. I don’t need to be told if I’ve inconvenienced (“problem”) that person. The answer should be “you are welcome”.
 
Flame on…. My pet peeve is when I say “Thanks” and the customer service person says “no problem”. I am the customer and actually the reason your company hired that person. I don’t need to be told if I’ve inconvenienced (“problem”) that person. The answer should be “you are welcome”.
I don't think the response "No problem" was thought out and meant to offer commentary but rather an informal phrase. Now, if I thank my proctologist for the rectal exam and he says "My pleasure" I may worry.
 
I went to Pep Boys in a blue shirt and navy pants after work years ago. Same thing

One time I went to work in jeans and T-shirt and the lady in the lobby security desk thought I was the Chinese food delivery guy. Then going to the elevator another guy asked me for a menu.....
 
I don't think the response "No problem" was thought out and meant to offer commentary but rather an informal phrase. Now, if I thank my proctologist for the rectal exam and he says "My pleasure" I may worry.
Still. My pet peeve. Someone says “Thanks”, the response is “you’re welcome”.
 
Still. My pet peeve. Someone says “Thanks”, the response is “you’re welcome”.
If I get a "yeah" after I say thanks..............the heck, to me = rude

Me: "Thanks a lot!"
CSR: "yeah"

Terrible!
++++++++++++++++++++++++++++++++++++++++++++++++

I agree, "You are welcome" is correct.

++++++++++++++++++++++++++++++++++++++++++++++++

BUT "No problem" is short for, IMHO, "The task was not a problem, you are not a problem, I like my job and it's just part of my job, you are welcome" OK liking the job might be stretching it a bit, but I hope you got my point.
 
Sure. No problem. No trouble. Any time. Glad to do it. All seem perfectly acceptable responses, even if not quite as preferred as you're welcome. Maybe a level down but still not negative are It's the job. Just doing my job. It's all in a day's work and I'm sure others. Not everyone is brought up the same way. Unless the response is blatantly rude I take most any response as ok as it is probably all they know.
 
It used to be that when I went to Home Depot, 3 or 4 floor people would intercept me to ask if they could help me on my way to what I wanted to purchase. Now it's so much more peaceful.

Now if they would only bring back sane prices on their lumber...
It was told to me years ago that Home Depot associates would be disciplined if a customer walk past them and the associate to not offer to assist. Home Depot would hire "fake shoppers" to check to see the associates were following the required policy. Not sure Home Depot has the policy currently.
 
I don't think I've ever seen a Walmart employee that well dressed.
I have discovered lately that if one needs a cigarette, a Wal mart employee may be a good person to ask.

On a secondary note, Wal mart has either greatly improved its overall shopping experience, or its competitions' shopping experience has fallen off a cliff. I find Walmart the best store to go to for many items, less games, and overall nice associates.
 
I once made the mistake of going to Walmart wearing khaki pants and navy blue shirt.

I had about 8 customers asking me for help.
Been there done that, only it was at Menards. I had on a blue polo shirt that was close enough to the color the employees wore and jeans, and someone asked me for help The irony is that I could have helped them, but not my job. :D
 
Sure. No problem. No trouble. Any time. Glad to do it. All seem perfectly acceptable responses, even if not quite as preferred as you're welcome. Maybe a level down but still not negative are It's the job. Just doing my job. It's all in a day's work and I'm sure others. Not everyone is brought up the same way. Unless the response is blatantly rude I take most any response as ok as it is probably all they know.
I agree. As much as I'd rather hear 'You're welcome', pretty much any of the above works as long as the tone is right. And in customer service, tone goes a long, long way.
 
Every time I go to the US it surprises me how many people answer "thanks" with "uhuh."

That's how it is in Chicago, usually as people roll into the office buildings like zombies.

*Holds elevator door open*
"Thanks"
"mmhmm" (attempts a tired smile)
*Continues on with day*
 
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