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Customer Service is Dead
Customer Service is Dead This is an elaboration and agreement of a recent intel on Customer Service and Wendy's. It is also an elaboration into other markets on this subject as well. I will try to cover as many areas as possible. I will start with Wendy's. Not because that is what the other author talked about, but because back in the day... I used to work for Wendy's. This is not a Wendy's in a large city, but a Wendy's in a small town. The town I grew up in started out with humble beginnings when I was very young. We had very few businesses located there. There was little more than a collection of schools, fire department, police department, hardware stores, etc. It basically had the bare necessities and couple of mom/pop restaurants. It was great. Then over the years factories started rolling into town. All kinds of little shops opened, then restaurants, gas stations sprung up everywhere, and did I say restaurants yet? I think the town now has more restaurants than any small town I know of. I have been to quite a few towns, but the town I grew up in had a lot of restaurants. I can remember when we finally got a walmart. I can remember when we finally got a McDonald's. Yes. Can you believe it? We didn't even have a McDonald's. Then by the time I was of a working age, they brought in a Wendy's. My boss yelled at me over money, at the small grocery store I worked at, and I yelled back over unfair treatment. He lectured. I listened. Then he asked if I still wanted my job. I told him where to stick his crummy little job, and went to work for Wendy's. I later found out he thought I was going to punch him. To this day, that makes me laugh. That thought never crossed my mind. I started working for Wendy's and of course that boss was just as bad, if not worse than the one I had before. But one thing I remember from working for Wendy's was this. Every time someone came through the drive through, they were greeted happily and cheerfully. They never got food thrown at them. It was always yes sir, no ma'am, thank you for coming, and have a nice day. Every single time. No food went out that wasn't properly cooked, and it was always on the bun squarely. Nowadays it is a different story. For one thing the chick you see in the drive through, is all in Goth makeup, hidden behind a worn out Wendy's uniform. They barely speak the first word to you, and even the words that are spoken are only because they absolutely require a response. I rarely hear thank you, and always get the attitude. I asked a girl once if they had raised their prices because I got it at a different price at a different restaurant, and she practically bit my head off. Customer service at places like Wendy's have gotten so bad, that when someone finally does greet you cheerily or says thank you or you know acts like a normal human being, you are so blown away by their actions that you appreciate it. It shouldn't be like that. Maybe the country has lost its innocence. This isn't the only area this happens in. I moved to the city and got treated rudely at every fast food joint in town. I thought it was a problem with the city. I went back home for a visit, and ate at a fast food joint there, and got treated rudely again. So it happens everywhere. It also affects the companies you do business with. Now it is one thing to outsource your help, but at least make them friendly. They are always rude, pushy, and will hang up on you at the drop of a hat. I don't know what has happened, but I honestly believe that Customer Service is dead. |
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May, 2012
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