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Maintain Your Attitude of Service

Consulting, Customer Service, Speaker

My wife recently visited a major retail pharmacy with her mother to pick up medications. They arrived at the drive-through window about 30 minutes before closing and were immediately subjected to rude and abrupt behavior. Upon receiving the medications, her mother noticed that she did not need one of the medications provided. My wife pressed the drive through call button to advise the clerk of the need for a refund.  After waiting for approximately 5 minutes for someone to respond, the clerk appeared and was advised of the need of a refund for the unneeded medication. Without verbally acknowledging the request, the clerk opened the drawer into which my wife placed the medication.  The wheels really started to come off of this customer service interaction as the clerk proceeded to slam the drawer shut. She returned and requested that my wife sign the refund receipt which was attached to a clipboard. After placing the clipboard with the attached signed receipt back into the drawer, the clerk slammed the drawer with such force that the clipboard was broken. My wife advised the clerk that she would be reported for her rude behavior. Promptly upon arriving home, my wife initiated an online complaint to the company and received a return email advising her that she would receive an update within two business days. As promised, an update was received within the given timeframe apologizing for the clerk’s behavior and advising that the customer relations department initiated an investigation of the complaint. All of this was avoidable if the clerk had chosen to maintain a service attitude throughout her shift. Yes, it was close to closing time when my wife and mother-in-law arrived, but the service attitude is on duty as long as there is a customer to service. Are you and or your employees maintaining a service attitude with every customer? It’s important, as the failure to do so may result in someone having to restore a customer’s confidence in your company. Remember, your customers have options!

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