Old man rant on poor customer service

[JacinLarkwell]

So, I do get that customer service isn't as great as 'back in the day', but i have to disagree with the whole anyone under 30 doesn't know what their job is anymore. I'm under 30 and almost all of my coworkers are and we do know our jobs, even if it doesn't always seem like it. Just because it didn't work out for the customer doesn't mean that we weren't doing our job right.

Not saying everyone said that, but I just had to point this out

 

[DukesDucks]

I think I have been clear in my messages that I am not targeting the under 30 crowd. Paint story included a 30 something and a 50 something. From the same message I complimented the 20 something who gave me great service and said any faults were the result of lack of training - fault of supervisor.
Maybe the "back in the day" was more from smaller stores where employees weren't treated like replaceable commodities. Better bosses equals better employees.

 

[gtaus]

So, I do get that customer service isn't as great as 'back in the day', but i have to disagree with the whole anyone under 30 doesn't know what their job is anymore.

In my last post, I mentioned poor customer service that took place 25+ years ago. So, obviously, it's not just a current situation. However, I do believe that, in general, customer service has declined over the years. One only has to shop their local WalMart and be forced to either checkout your own items or wait in the one lane for 30 minutes that is open with a checkout person. Try to find someone in the store that actually knows anything about their products other than where to shelve them.

And it's not just WalMart. My big box DIY stores used to employee actual plumbers and electricians (usually retired) to manage their respective departments in the store. Now, you get someone paid minimum wage to stock the shelves and they have no idea of the products they sell and cannot answer any customers questions.

I still remember what is was like to be under 30. But, in my day, we spent much more time talking to each other - face to face. I went to a family holiday party a few years ago and all the young people just sat on the chairs or couches with their smart phones typing messages to someone, somewhere, but certainly expressed their lack of desire to be in the moment at the family party. I know this might be the new normal for some people, but I feel sad for our society. IMHO, smart phones lead to stupid, detached, unable to socialize, people. That is not only young people affected, but mostly.

If you are a young person these days with good people skills, then you are probably a superstar. And, of course, there are young people who may be great at customer service.

 

[gtaus]

Maybe the "back in the day" was more from smaller stores where employees weren't treated like replaceable commodities. Better bosses equals better employees.

Yes, and yes.

 

[kcan2]

I went to a family holiday party a few years ago and all the young people just sat on the chairs or couches with their smart phones typing messages to someone, somewhere, but certainly expressed their lack of desire to be in the moment at the family party. I know this might be the new normal for some people, but I feel sad for our society.

Agree that this is a somewhat disturbing trend. Not sure what the definition of rude is anymore, but ignoring the person who is standing in front of you for someone on a phone screen defines it for me. Ouch.

This also goes for good customer service. The ability to help a customer solve problems is the key to good service. If the employee is essentially ignoring the customer's needs, whether through lack of product knowledge or unwillingness to help, the employee is ultimately de-valuing the company.
I think as a whole, it's important to see the bigger picture, outside of ourselves, and maybe focusing on devices is encouraging a "little picture" mentality that is manifesting itself in big ways? Just a thought!

 

[Kiki]

Most large employers went to a model of compartmentalized tasks. Few employees understand more than the step before them, their step and maybe the one after.

You now have maybe 2 good or experienced techs at a car dealership along with a dozen parts replacers.

Improved software has also lowered the standard for retail, including auto parts. One had to have some knowledge to navigate the old parts databases written in DOS or COBOL. Now it is drop downs and can be searched in easier ways. I’m a C- mechanic, but the parts counter often turns the screen towards me as I walk them through what I need.

Automation has removed a lot of human steps in any process. Look at commercial egg operations. Some are fully automated with a few people watching. It’s hard to develop a vocation when it’s push button.

Good or bad, we live very different lives
Than anyone before us. Some data suggests because we have too much plenty, Too many resources, are too safe...IQs are dropping, spatial reasoning is declining and so on.

Folks under 40 are much more likely to be under socialized than previous generations. Computers, cell phones, social media. Lack of car culture, under 18 dance halls, and other face to face unstructured social environments leads to behaviors that are often (wrongly) diagnosed as autism (IMO).

The most annoying one is playing music or movies or FaceTiming without headphones at the airport or other area people are mashed together.