I am spending my holidays in a region of Spain, and have experience 3 situations in a row that could possibly evidence a pattern, but this will be up to the reader to decide.
- I was having delay problems with a product bought at a large DIY marketplace, and invoiced by such business. After unsuccesfully trying to contact supplier, I turned up at a physical store to ask for help, the "customer service" employee lied and refused to help. There was nobody else at the queue. She felt she had been harrased and called her woman boss and security. Product was delivered (without their help a week later, 15 after schedule).
- I was shopping at a large sports store and required the support of a shop assitant. Without having ended, he was requested to go to cashiers. I waited, and found him attending another customer with a lenghty chore. I just ask for directions to changing rooms. He told me to wait my turn. And I replied I had been left in standby by him, and that my turn was before his new customer. He replied me that he was not my personal server, he did not have to go behind me all over the stores, that there is no queue, as well as no turns, that he is available as long as you are lucky to grasp him.
- I went to a 4* hotel centarlly located recepction desk to pick up an expensive umbrella left by customer friends. The 3 attendants lied to me consistently and continually saying there was none (even one of them was the one receiving the umbrella). After confronting by phone with my customer friend twice, they recognized they had it, but nevertheless I had to establish an appointment 24 hous in advance to pick it up. Next day, I got it. BTW: I would never stay in a hotel in which I had no confidence at all with recepction desk personnel.
- I was having problems with a supply bought through a large DIY marketplace, but invoiced by such business. After unsuccesfully trying to contact supplier, I turned up at a physical store to ask for help, the person lied and refused to help. She felt she had been harrased and called her woman boss and security. Product was delivered (without their help a week later, 15 after schedule.
- I was shopping at a large sports store and required the support of a shop assitant. Without having ended, he was requested to go to cashiers. I waited, and found him attending another customer with a lenghty chore. I just ask for directions to changing rooms. He told me to wait my turn. And I replied I had been left in standby by him, and that my turn was before his now (sic) customer. He replied me that there is no queue, no turns, that he is available as long as you are lucky to have him.
- I went to a 4* hotel recepction desk to pick up an expensive umbrella left by customer friends. The 3 attendants lied to me consistently and continually saying there was none. After confronting with customer friend, they recognized that it was there, but that I had to establish an appointment 24 hous in advance to pick it up. Next day, I got it. BTW: I would never stay in a hotel in which I had no confidence at all with recepction desk personnel.
- Because of this lack of professionality and empathy, are we dealing with customer service phsycopaths (due to complete lack of empathy)? Why they always try to put the blame on the customer ("You`ve done it wrong, this is the proper way...")?
- Are they socially bred (such region was traditionally industrial that had to landslide into services) this way of behaviour? Is it because thay are Gen Z? Or is it because the are corporate trained to behave in such way? Remember, customer support is an expense, never an income. But shit happens.
- Finally, let′s recall the brilliant phrase of all times: "Customer is not always right, but is never wrong"
- Because of this lack of professionality and empathy, are we dealing with customer service phsycopaths (due to complete lack of empathy)? Why they always try to put the blame on the customer ("You`ve done it wrong, this is the proper way to do it")?
- Are such disattendants socially bred (aforementioned region was traditionally industrial that had to landslide into services) this way of behaviour, like in most ex_sovietic countries? Is it because they are Gen Z? Or is it because the are corporate trained to behave in such way? Remember: Customer support is an expense, never an income. But shit happens.
- Finally, let′s recall the brilliant phrase of all times: "Customer is not always right, but is never wrong"
