Who Took The Customer Out of "Customer Service"?

I eyed the woman behind the counter with raised eyebrows. According to her name tag, they was a 'customer service representative'. "This is lady who has forgotten her job title," I thought to myself. Unfazed, I repeated the order, trying to keep up with requests from my group. As I paused to listen to the final decision of of the children, the exasperated clerk pounded her fist on the table & asked if I didn't recognize how long the line was behind me.

Glancing over my shoulder, I counted exactly customers, who weren't in much of a rush. I thought of all the things I could say, but nothing sounded polite. So I bit my tongue & quietly told the flustered woman to method the order as it was with no further manipulation.

Suddenly, they softened. By her attitude, they had turned me off from adding to the order--which would have added to company profits. But, it was late. I was not about to suffer any more indignity, since it had come to be a regular occurrence at this fast food outlet. I ignored her attempts at sweet-mouthing & handed her the payment card.




As a middle-aged worker called my order number, I raised my hand. He appeared to be  strangled by her uniform, which was much tiny and not at all suited to her body shape. I began to think again. I guess physical appearance didn't matter to them either.

As I left the table, the children gathered around me and the others stood by, chatting. But I was--once again--lost in thought. Customer support. It appears to be so lacking, in a society that talks a lot about putting the customer first. I thought about all the things I had learned in school about dealing with people, managing one's emotions and handling conflict. The rules of service and the importance of defending the company picture flew through my mind at a evil pace.

Items fell in front of me, and I was startled back to reality. The irritable server packed them in a bag, her face saying more to scare me than welcome me. I honestly desired to take the bag from her and finish packing the items myself, and sheer willpower alone constrained me.


But I wasn't thinking about that. Would I come again... as a change agent? Possibly several years from now. Who knows. Possibly.

"Thanks for coming, come again soon..." he muttered in a coarse, dull tone, as if the words hurt her tongue. As I left with my crew, I wondered if I would come again. Would I? Perhaps as a customer, yes--if I had no other choice.


Souce : Kim lee Patterson.