At my performance evaluation back when I was working at City
College of New York, The Chief Librarian in an attempt to take a swipe at me
told me he was looking for someone with a Sales/Customer Service background.
Now I always thought people with sales/customer service
backgrounds were supposed to be pleasant friendly, and professional. And when I
worked at the counter of the City College Science Library I did my best to be
pleasant, courteous, friendly and professional.
But after dealing with employees at retail and my fellow
co-workers at City College of New York I’m starting to learn that
Sales/Customer Service especially in retail means being rude, surly, and having
the nastiest attitude.
Seriously, what are the actual qualifications for
sales/Customer Service jobs?
Employers say they
want nice, friendly professional people, but seem to go out and hire the most unpleasant,
unprofessional rude, condescending, and obnoxious individuals. And all of these people seem to go out of
their way to be to find new and exciting ways to alienate and annoy the people
who do business there.
All while the clueless Managers who hired them just twiddle
their thumbs.
Retail Employers also say they want their Sales/Customer
Service people to leave a lasting first impression on customers. But when
customers run into these types of employees it sure leaves a lasting impression
on them.
One that makes them shop at a competitor after shopping
there.
I have to wonder: What happens between the interview and the
day these people are hired? They can’t
come into the interview with that kind of obnoxious attitude. Again, I ask:
what happens to these people between the interview and the day they’re hired?
Do they get any customer service training? Or are these people just this nasty and
obnoxious all the time?
Now I’ve worked in retail and customer service in the past.
And I still do sales/Customer service when I do book promotion. And I’ve always
tried to keep it professional. While I understand that there are politics and
other silly little passive/aggressive games managers play, I did my best to rise
above their nonsense and leave a strong first impression on customers. In fact, my customer service was so strong,
customers came looking for me.
I understood my place in the bigger picture. That I
represented the business. And that the customers’ first impression of me
reflected on the business.
When the customer has a good experience with a business they
come back and shop again. And when they have a great experience, they recommend
that business to their friends.
Customer Service and Sales are about building a relationship
with the customer. Earning their trust. Developing a personal connection with
people that they correlate with the product.
That’s what I used to see when I shopped at Brooks Brothers.
That’s what I saw at Orvis. And that’s what I tried to provide when I worked in
these kinds of jobs.
Unfortunately the Brooks Brothers and Orvis shopping
experience seems to be the exception and not the rule today. Most employees who work Sales/Customer
Service I’ve run into and worked with seem to have this spoiled entitled
attitude. They feel people are annoying them by shopping there or asking
questions, or doing things like actually shopping there.
Not understanding the customer pays their salaries by
shopping there.
It’s these kinds of employees that I seem to run into at
most supermarkets and big box stores like Target. And After dealing with the
rolled eyes, sucked teeth and sales floor arguments I just wonder if the people
in HR make a concerted effort to hire the WORST people they can find?
Or are Managers really THAT Clueless? Can’t they tell this
person is just not a “people” person? Or do they really believe an online
questionnaire is that great at finding people with the right personality for
customer service?
Or are today’s college graduates that NOT job ready? Maybe
they need the STRIVE program. Because the attitude I’ve seen from some of these
people working sales/customer service is WORSE than the ex-offenders, addicts
in recovery, single mothers and homeless people I worked with there.
Seriously, stores like Target, Best Buy, Toys R Us, Bed,
Bath and Beyond, and Barnes & Noble look like they’ve made an effort to
hire the lowest of the low-hanging fruit, to be sales and customer service reps
at their stores.
When I asked about applying for a job at Toys R Us the woman
I was talking to had a Chest tattoo on display.
A Chest tattoo. And this woman was working a front desk.
At Target I’ve been served by cashiers with neck tattoos.
I’ve seen employees walking around with sagging pants. And at numerous
supermarkets I’ve seen cashiers take a minute to answer their cell phones or
text people.
All of this unprofessional behavior transpires on the sales
floor while I’m told there are no jobs available by their online system. Sometimes
I’m told I don’t meet the qualifications for the retail jobs like cashier,
stock clerk or customer service rep, even though I have over 5 years of
sales/customer service experience with SJS DIRECT, and writers are full-time
salespeople.
But a chick with a ghetto attitude and a neck and chest
tattoo who comes in 15 minutes late every day meets the qualifications for the
job at most retailers. Or that group of dudes in sagging pants standing on the
sales floor talking about basketball or what happened on the WWE last night,
but scatter like a bunch of roaches when the lights are turned on when a
customer approaches them meet the standard. These are the kinds of people
managers consider quality salespeople.
Not Shawn who will try to answer the customers’ question.
Not Shawn who will walk with the customer to the area on the sales floor and
show them the item, and stay with them until they make a decision regarding their
purchase.
When I provided this kind of service At the Food Emporium I
worked at I was told I was being “too nice” and “people would take advantage of
me”.
I guess the person who blows a customer off and just tells
them Aisle 7 and then
walks away is what managers deem professional.
Clearly Sales and Customer Service must mean something
different to employers. Because they say one thing in job descriptions but hire
another. Either that or there’s something clearly WRONG with those personality
questionnaires on those online applications retailers have. How do people this
FUCKED UP wind up representing a business and decent people like myself are
pounding the pavement looking for work?
Yeah, I know companies want a fast return on the dollar, And
dysfunctional people spend money faster than regular people. But if a business
keeps hiring unprofessional people as the face of their business they’re gonna
wind up out of business. Because a business can’t BUILD or EXPAND with people
who lack the ability to handle basic business skills such as sales or customer
service.
Anyone Remember Circuit City? Comp USA? They hired a bunch
of surly teens entitled twentysomethings, and hood rat chicks to work their
sales floors and their unprofessionalism ran their retail business right out of
business a few years ago.
Now I just want to get a retail job or any job so I can get
the cash and go. Something to tide me over until I get my next regular gig or I
can build up SJS DIRECT to the point where it’s profitable. But looking at the people hired for retail
jobs, it’s clear to me that I don’t meet the qualifications for the job.
Instead of asking for nice friendly professional people, like myself, employers
seem to be scraping the bottom of the barrel in terms of workers.