Employees should embody a certain mindset in order to deliver quality customer service to every customer
Two recent trips to CVS pharmacy got me thinking about customer service from a different perspective: the employee perspective.
About a month ago, I went into CVS to pick up a prescription that I had called in a few days early. The young lady working at the pharmacy sighed as I approached the counter, clearly annoyed that another customer had arrived. I ignored the sigh, greeted her with a kind hello and told her my last name was Benedetti. She attempted to type my name into the computer system, but claimed that nothing was coming up. I then offered to spell my last name for her. However, she rudely snapped that my order must not be ready. Without getting flustered, I calmly tried to explain that I had not only called in the prescription several days earlier, but I had also received a voice mail from the CVS pharmacy earlier that morning notifying me that my prescription was ready for pickup. She angrily told me if that was the case, I should go wait in the “Drop-off” line and they could deal with it.
As I moved to the other line, I was shocked by how rude the pharmacist was. All she had to do was look through the basket designated for last names starting with “B” to see if the prescription was there. She had a bad attitude before I even interacted with her. I was so frustrated with the customer service that I left the store and vowed to come back in the morning when that specific pharmacist was less likely to be working. I had not provoked her in any way but was treated very poorly.
Fast forward another month or so. I was headed back to the CVS pharmacy to talk about filling a few months worth of prescriptions for our time abroad. As I approached the counter, I spotted the same sour lady that had “assisted” (or harassed) me on my previous visit. I immediately rolled my eyes and thought that this was going to go nowhere. To my great surprise, she greeted me with a bubbly, friendly hello before I even reached the counter. Although I was taken back by her friendliness, I explained that she had to call my insurance company to talk about international coverage. She again surprised me by saying that it was not a problem and that she would take the number, call the insurance company, and let me know what they say. I left the number with her and began walking home. As I was thinking about how her customer service was the complete opposite from what it was the previous visit, my cell phone rang. It was the pharmacist calling to notify me that she had already called the insurance company and had everything squared away. I was very grateful for how quickly she had contacted them, seeing as I wasn’t even home yet.
This experience got me thinking about a few things. First, employees are humans too and are bound to have bad days. However, that is not an excuse to take your feelings out on the customer. If an employee lets his emotions get in the way of good customer service, that customer might never return to that establishment again. The company is much more likely to lose the customer, especially if it is the customer’s first interaction with the company. However, places with loyal customers can get away with moments of poor customer service because they know that there might not be another place to fulfill their needs.
What I gathered from these two experiences is that it is highly important to treat every customer as if it is their first time visiting. If companies can train their employees with this mindset, customer service will surly improve, even when an employee might be having a bad day.