Customer Service Blunder:
Don't Talk To The Customers!
My favorite store to shop in is Marshalls. The customer service employees are very nice and helpful every time I'm there.
The other day I brought my purchases up to the register and the woman helping me asked me how I'm doing and I her. As we are chatting, she's ringing up my order. Then her "Supervisor" whispered to her,
"DON'T TALK TO THE CUSTOMERS"
What?!?!? She was serious folks. The woman explained to me that the District Managers are coming to the store and maybe she is nervous about it. Pfffffft! So what? It's good customer service to chat with the customers as long as you keep the lines moving. How many times do we encounter unfriendly staff on a daily basis? I do not have enough fingers and toes.
So, of course, I took advantage of the situation. The District Managers were there and the "Supervisor" was standing by the exit door. I told her how much I just spent and heard what she said to the customer service employee and how it floored me. They are nice and helpful employees and they are the reason why I keep coming back. All I got was a blank stare. No apology. I told her how lucky she was that I didn't say this in front of the BIG WIGS.
All I can say is WOW! Someone slept through Customer Service 101.
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