Last week I participated in the first conversation about customer service courtesy of dNeero True Social Network Currency. Today, I received an invitation to participate in the second part of the conversation. It has been a very interesting conversation for me because I have worked in the retail industry for a very long time. So, I can express my customer service experience as a customer and as an employee.

I worked for a number of different retailers and each company told me repeatedly "the customer is always right" and do whatever it takes to make the customer happy. I would say 99.99% of the time I was able to practice what was preached to me on a daily basis. The 0.01 %, I sought the assistance of a manager to spare the customer from my wrath. I have dealt with many irate and demanding customers but only that small percentage of these people believe "the customer is always right" means they can treat you like crap and you have no choice but to cater to their needs. I beg to differ though!

Most customers are very pleasant, however, some do become rather unpleasant if they have been given the runaround. Usually, I was able to calm the customer down and help them out and send them on their merry way. However, I do remember on one occasion, a customer was completely livid by the time they sought me out for help. I tried all my normal customer service tactics, I smiled, asked how I could I help and tried my very best to calm her down. This customer wasn't hearing anything. She stood their and continued to berate me, my fellow employees and the company I worked for. I literally could not get a word in edgewise! It was completely hopeless, I was completely oblivious to this woman. Nothing was working! She just continued to rant and rave without even taking a breathe!

Finally, she said, " This is total BS. I want to speak to your manager immediately!". I believe she felt this statement would be intimidate me and have me shaking in my shoes or something. But, imagine her surprise and mine when I sighed and utter the words, oh thank goodness, I thought you would never ask! My intentions were not to be disrespectful but I was actually just so relieved to be able to escape from this really irate customer. I was never angry or upset with this women because she literally had been waiting for close to an hour for someone to help her in the garden center. She had asked a total of five employees, not including me, to help her with a patio set in the garden center.

I knew exactly what happened, she unfortunately asked someone new or someone lazy! They gave her the wrong information or completely ditched her. If she would have given me a chance, I could have explained to her that the normal employee for the garden center was on lunch and I could ask a manager who would be able assist her and carry a 7 piece patio set to the register and load it her pickup.

In other situations, this approach would have worked. I would ask the customer what they needed and instead of sending them on their way I would walk them to their destination and make sure they found what they were seeking or make sure I got someone qualified to assist them. I think most of the employees I worked with assumed the customers knew the store as well as they did or could follow a pretty detailed set of directions without a map. Now assuming a customer is shopping, probably still annoyed at NOT finding their product, unfamiliar with the store and thinking more about their shopping list then the following set of directions. Turn right 3 aisles down, then turn left 2 aisles down, follow the main aisle until you see the pampers display (possibly not even there anymore), turn left, go 5 aisles down, turn left, go half was down the aisle and look on the second shelf on the left. You CAN'T miss it! HAHAHAHA. You got to be kidding me! I certainly wouldn't be able to follow those directions without a map. I certainly wouldn't expect someone unfamiliar with the store to remember them.

I have found it easier to lead the customer to the destination and make sure they found the product they needed. It wasn't always necessary for me to take the customer to the exact location if I took the time to ask the right questions. I could find out exactly what item they were looking for (sometimes they weren't really sure) how familiar they were with the store and then I could decide whether or not I needed to take them by the hand. I also based my decision on who was working in a particular department. It wouldn't be in my best interest to send them to a inept employee.

I am proud to say, I have made a lot of customers happy. My regular customers always come back to me for help because they know, no matter what they are looking for, I will do whatever I can to make it happen.

It's a fine line of what customer service is and should be! I think it's very important for both parties to remember " treat others how you would want to be treated and take the time to listen to one another."