Is Customer Service Dead?

New post up at Calories In, Calories Out.

Here are my posts for Diets In Review - if you would read them - and comment! - I'd be grateful! You could help me win an iPad. Do you follow the Mediterranean Diet? Is it the Key to Growing Old Gracefully? How many of these tips will you follow with your New Years Resolution? Did you celebrate the Festival of Sleep today? Different Infant Formulas cause Different Growth Rates. And, lastly, I found New Year's Weight Loss Resolution Success - and you can too!

Ok. I learned a lesson last week.

Never expect help in a store. If you need advice, look to Twitter.

My kids received a good deal of cash, as well as Barnes and Noble gift cards, for Christmas.We have a tradition every year that we go to Barnes and Noble the day after Christmas to use their gift cards and catch the after holiday sales. It really works well for us.

This year - um, not so much.

We went to one of the two Barnes and Noble stores, the one attached to the mall. My little people knew what books they wanted, and they had great luck locating said books. When we ran into some trouble, there was an older woman in that section who knew JUST what we needed, where it was located, and was willing, able and in fact, happy to make recommendations.

I had allowed Mackenzie to go to the teen section by herself. She wanted books that were not paranormal, no vampires or werewolves, no boy and girl drama, no kissing or making out. Just a good story. She came back to me after about 15 minutes - don't worry, I kept in verbal contact with her, she was just on the other side of a wall - and she told me that she couldn't find a book. I went and looked, but I didn't have a ton of time and quickly grew discouraged.

"Let's ask", I told her.

We approached the help desk and I asked if the clerk could recommend a book with the above qualifiers. She looked at me and said, "The teen books are over there," gesturing to the teen section. I assumed that she misunderstood me and said, "Yes, I know where the teen section is. I'm looking for a recommendation. It's been many years since I was a teen (Ha! understatement of the year!) and I hoped you could direct me to some appropriate books."

Again, she said, "The teen section is over there", and walked away.

Ok, so we left. She got no new books. (Her choice, not mine - she was really frustrated.) I vented on Twitter and received at least 50 recommendations. Some of which she's read, a few didn't meet the criteria but she was able to find 5 that looked interesting to  her. (And one that looked interesting to me and I FORCED her to accept. I'm cruel.)

This weekend, we went to the other Barnes and Noble. We asked for help and it was a totally different experience. The booksellers there loved books, and you could tell.

So. What would The Internets do? I'm tossing about writing a letter to both stores, detailing the difference. Or is it just a case of the new lack of customer service and the reality that not many people have pride in their jobs any more?

Comments

[A Simple Twist of Faith]

I have had the exact same experience with these two locations. The second location is wonderful, and a great resource for home schooling Moms.

[Outsource Call Center]

Oh' sorry to hear that! For me, Good customer service is necessary. I believe that treating the customer so politely makes them so comfortable and satisfied with your services. And every mall or company needs to have Customer Service. Anyway, I enjoyed reading this post. Thanks for sharing.

-fern-

[Cindy]

I'd suggest that you for sure contact the store with the great customer service and let them know...and if you know the gal/guy's name who assisted you, let them know that as well. Too often we only call or write when we have a complaint; how refreshing to receive a phone call or letter complimenting the employees/store for good customer service.