“Getting Back to Basics: A Customer Service Tale”

Written by Joy Fisher-Sykes


“Getting Back to Basics: A Customer Service Tale” By: Joy Fisher-Sykes

One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.

The store advertisedrepparttar boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded torepparttar 103908 cashier. With a half hour until closing, we eagerly approachedrepparttar 103909 only open register, behind which stood two young women. This is whenrepparttar 103910 adventure began, and things took a turn forrepparttar 103911 worse.

We saw two store clerks atrepparttar 103912 check out. Seated onrepparttar 103913 floor was one associate who facedrepparttar 103914 cashier line andrepparttar 103915 other,repparttar 103916 cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us,repparttar 103917 associate onrepparttar 103918 floor did cease her end ofrepparttar 103919 conversation and toldrepparttar 103920 cashier she had customers. Unfortunately,repparttar 103921 cashier ignored this information because it took her a minute before she turned and greeted us with “Oh, I sorry.” I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.

I toldrepparttar 103922 cashier we needed to know if all ofrepparttar 103923 items were on sale. Although she acknowledgedrepparttar 103924 request, she still continued talking torepparttar 103925 other associate and proceeded to scan all ofrepparttar 103926 items for purchase. When I pointed out her error her response was “Oh, okay, sorry,” and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.

The cashier did one final thing that wasrepparttar 103927 final straw. Afterrepparttar 103928 correct total was tallied, my daughter handedrepparttar 103929 cashier a 40% off store coupon. The cashier took it and immediately threwrepparttar 103930 coupon away, turned to us with a smile and told us our total. At this point, I thought I was inrepparttar 103931 twilight zone or on some really bad reality show.

When I asked whyrepparttar 103932 coupon was thrown away, she explainedrepparttar 103933 coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threwrepparttar 103934 coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness duringrepparttar 103935 transaction was inappropriate and did not make us feel likerepparttar 103936 valued customers we are. Finally, I said during business hours it is best to remain focusedrepparttar 103937 most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too, because at this point she turned and walked way.

Is It Time To Look Under The Hood?

Written by John V. Pettrone, SPHR


Most of us routinely look underrepparttar hood of our vehicle to make certain fluid levels are where they should be and other engine parts are in good working order. We do this to help prevent problems from occurring which can cost us time and money.

The same should hold true for a medical practice or business. Periodically, we must takerepparttar 103907 time to look at our human resource (HR) operations to ensure everything is in proper working order. Human resource programs, policies and procedures that are not functioning properly can cause business problems immediately or downrepparttar 103908 road.

Let’s just take one facet of human resources that normally takes place first inrepparttar 103909 career life cycle of a staff member. In most cases, that would be recruiting and staffing. One might ask themselves, what arerepparttar 103910 problems a business could face if recruiting and staffing processes, procedures, and tools are not in good working order?

Here is a partial list of problems that can occur if recruiting and staffing operations are not in good working order. -High staff turnover -Performance problems -High levels of staff dissatisfaction -Dissatisfied customers -Compliance issues -Unfair labor practice lawsuit -Staff positions left open/unfilled -Loss of business property or protected health and organizational information

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