Customer Service 101

I used to be a trainer in customer service for ClientLogic (a major call center outsource center). It was tough because I had to train people how to talk with common sense to people who were irate or just didn't know what they were talking about...usually because of some employee who neglected the customer's wishes in the first place. So, I think that I could probably teach some of the employees that try to help me in businesses.

Take, for example, Cameo. It was a simple purchase - I was just getting a USB extension cable. She took forever to ring up the woman in front of me in line and finally I placed the cable in front of her. She rang it up while speaking with her coworker and then the phone rang.

I'm sure you can guess that she answered it, but it seemed that she had just left another job: She answered, "Thank you for calling Wal-Mart...I mean OfficeMax. How can I help you?"

Though it was everything I could do not to laugh, I kind of felt bad for her. I felt bad, until I realized that she didn't excuse herself to answer the phone and then didn't apologize for the four minute phone conversation about her favorite store to shop at: Sears. What's worse? Not only did she not apologize, she didn't say anything the rest of the transaction...which lasted another 5 minutes. I almost went into training mode, but my wise better-half held my arm to notify me to shut-up!

So, next time you're at OfficeMax I hope that Cameo doesn't make an appearance to "help!"