skip the dish restaurant login laziness and apathy are customer service killers
by：Two Eight 2019-08-12
I am writing about the amazing customer service experience I have encountered so that others can learn from it.And bad customer experiences can also be learning experiences-examples of what they shouldn't do.The last two bad experiences highlight the fact that some people refuse to be flexible because it is not an easy way out.Such laziness is a customer service killer!While in Las Vegas, I stopped at a coffee shop for a quick meal.I decided to try "Prime Rib Special" for $11 ".95.The price is reasonable and looks good-salads, prime ribs and potatoes.I asked the hostess sitting in my seat if I could replace potatoes with vegetables, but she said no, it was special.I was a little disappointed and sat at the table.In order to stay healthy, I decided not to eat potatoes anyway, and when he came to pick up my order I told the server just as much.To my surprise, he asked me if I would like to replace it with vegetables or other side dishes.I told him what the hostess said and he told me, "she didn't know.It's just her second day."The next day, on my way home, I had to catch up with the transfer on the road.It seems that there will be enough time for the first flight to arrive, allowing me to catch up with the transfer earlier than planned.At the airport, I approached the counter and asked the agent on duty if there was a seat for the front flight.He said there was room available so I asked to be ready for the flight.(And, as a frequent flight person, there is no charge for standby at the same time --day flights.) He said it was impossible. the connection was too tight.Experience tells me this is not the case, but I have not argued.I happened to notice that a few minutes later the agent left his post and a new agent was on duty.She seemed to be friendly, so I decided to ask her the same question about the earlier flight.She did not hesitate to put me on the waiting list.At the restaurant and at the airport I asked two people the same question and got two completely different answers-a few minutes apart.Why is this happening?In the restaurant, the hostess just made a hypothesis, or made her own rules, because it was easier than taking the time to ask someone else, such as a waiter or manager.Simply tell me the specials are salad, beef and potatoes without any effort.She did not take additional steps on behalf of the customer.At the airport I call it laziness or indifference-the first counter agent didn't want to take the time at all (at that time) to help the passengers.It doesn't matter if I'm an experienced pilot or a "rookie" to him, or if I have an urgent reason to ask for an early departure for that matter.His successor is the opposite.Thanks to her help, when I landed in the connecting city, I had cleared the waiting list and waited for a ticket.I told the agent at the gate what happened and she simply shook her head and told me she was sorry.Most people in frontFirst-line customer service should work hard, be helpful and take good care of customers.Regardless of the reason behind bad events like the two examples here, what really sucks is that they can create negative impressions for businesses.Lost the customer experience.Laziness and indifference do not have any place in creating amazing customer service.