The field of customer service can be a bit trying at times. Basically, what I’ve found is that everyone is in a tremendous hurry–which can be a bit frustrating to someone who is still unfamiliar with the computer system (to ring up sale items) as well as the content of what ingredients go into which product. Add to that trying to learn the fascinating language of the products that everyone around me seems to understand–but which I am slow to comprehend–and you will be able to easily deduce that I am one of the slowest workers behind the counter.
Seriously, a customer actually walked up and ordered a “Double Mocha Peppermint Frappuccino, Skinny, with whip, and make that Affogato style.” All I’m thinking is “A what? Where the hell is that on the computer?”
No doubt, in times like these, I don’t feel as though I’m ever going to get it. But I know that I will be able to put it all together and become faster with more experience.
One of the things that I have been able to contribute to the store is a willingness to understand what a customer actually wants. Most of the time, it’s me who needs the lesson–but every once in a while, I’m actually able to slow everything down to figure out that the customer is just trying to communicate what they’d like to have.
Where I work, we have quite a few elderly who visit the store during the day. It’s quite interesting to watch who are the regulars and who comes in to meet up with their friends. The other day, a customer came in, and this conversation played out:
Customer: “I’d like, a…” pause
“I’d like…” pause
He eventually names a bold blend of coffee.
Manager (interrupting and seemingly agitated): “That’s a bold–and we don’t carry that here. We only carry the medium blend.”
Customer: “M…M…MELD!”
Manager (interrupting again): “We don’t carry that blend. We only have the medium. I’ll get you a medium size.”
Customer: “M…MELD!” pause
“MELD! M…M…MELD!”
Manager (to me): “Just ring up a medium brewed coffee for him.”
This entire exchange took place very quickly on her end, but I could see that the customer was growing frustrated. But, being employed is better than not these days, so I did what I was told, and by the time I was done ringing him up, the manager had placed the cup of coffee on the counter.
She runs into me in the back and tells me that he’s rude. That he visits all the other stores in the city and though he dresses nice, no one can figure him out because he seems to walk everywhere. She also lets me know that each time she lets him know that we don’t carry the blend he’s asking for.
I inform her that I didn’t think he was rude (rather I thought she was) and that perhaps he was just trying to form some words. In fact, I let her know that I suspected that he might have had a stroke and was simply trying to communicate.
Manager: “You’re going to make me feel bad!”
I didn’t really care about her feelings at this point. I was happy that I was at least able to point a different view out to her without blatantly calling her rude.
Five minutes later, the customer returns. He keeps stuttering and is finally able to repeat the word “Meld!” out several times.
I figured out that he was simply trying to say “Mild” and just wanted the coffee watered down.
Seems as though this has made a difference for him as he has been back several times. The best part is that he smiles at me whenever I take his order.
