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Monitoring Customer Service (or lack there of)

I’ve been converting a lot of Word documents into web-based training (WBT) lately and my left wrist isn’t enjoying the excitement. Too many Alt+Tab, Ctrl+C, Ctrl+V, Alt+Shift+S, and Ctrl+S key punches as I move content from Word to Dreamweaver. So I’ve decided to get a new, but small and inexpensive second monitor so I can drag the content between applications.

With absolutely perfect timing, Buy.com sent me an email listing several flat screen monitors at cheap prices. I narrowed my selection down to two monitors and went to CompUSA this evening to see if they had similar models so I could compare them.

As I looked at the monitors two men past me and I heard this snip of their conversation:

Customer: "I’ve been back here for a long time, but nobody has come to help with me the laptops."
Employee: "Well, I’ll come with you, but I doubt I can help because I don’t work back here."

Knock, knock! Helloooo! Can you say customer service? Hey! Why not just tell the guy: "If you want help, try Best Buy or Circuit City. They’re both less than five minutes away. I’d draw you a map, but I don’t work there."

No: "Let me get somebody that will be able to help you."
No: "This isn’t my area of expertise, but I will try to help you and get someone else if I can’t."
Just: "I doubt I can help you, I don’t work back here." Like laptops are in the slum-district of the store!

Lucky for me, I didn’t need help. I was simply using CompUSA for research. Good thing I already knew the directions to www.buy.com.

2 comments to Monitoring Customer Service (or lack there of)

  • I was at a computer superstore a couple of years ago. After I started keeping track of time ten minutes passed before an employee wandered back to where I and several others were waiting for help.
    At one point a woman approached me and asked what I knew about one of the printers. I explained that I didn’t work there but, as it happened, I did know something about the printer she was looking at.
    When the sales dude arrived and asked what I needed I told him a stick of RAM. After handing it to me he escorted me to the checkout line at the front of the store, once again leaving the other shoppers to fend for themselves.
    Was he tardy getting back to us because he was holding hands with the guy that bought RAM just before me? It seemed like something was wrong with their sales process. (I don’t think I look like a shoplifter.)

  • Yes, and they walk to the front, but leave you in the line. That really makes great (non)sense!

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