Customer service has to be one of the most difficult jobs on the planet. Your goal in customer service is to make the customer happy, and at the same time make the company you work for happy. We all know that you can't make everyone happy all the time. So their job is impossible. That's the reason I don't like to beat up on customer service reps.
Today I'm going to tell you about a recent customer service incident. It all began with some drapes that my mother wanted. She wanted to go to JC Penney for new drapes. It seemed like a simple task. All we had to do was drive to the store, and she would pick out what she wanted. An easy sale for those sales people.
We arrive at the store full of hope. We find the drapery department. She looks for less than five minutes and she has located what she wanted. She knew what she wanted half of the mission was complete. All we needed was for someone to locate the items to see if they were in the store or if they needed to be ordered. And that is where the story goes all wrong.
You see we begin to look for someone who works in the department. There isn't a soul in sight. I look in another department. There still isn't anyone around. Finally, there is someone who is stocking. We ask him if he can help. He really did try to help us, but it was obvious that he didn't know about window coverings. He informs us that the person who works in that department is scheduled to be there in 15 minutes. We decide to wait. And guess what nobody shows up.
After a half hour my mother decides she has had enough. She decides it's time to go home. She was disappointed that she didn't get what she wanted. And she remarks to me old man Penney would roll over in his grave if he knew about this.