Customer Service Blog

Ever receive this silly question from a cashier?

Are you as baffled by this ‘customer service’ behavior as me? You’re in a big box store searching for a specific item or an employee to assist you. Finally, you take whatever you managed to find on your own to the front cashier where the clerk cheerfully asks, “Did you find everything you were looking for?” When I’ve made the mistake of replying “no”, they are completely at a loss. There’s a line-up behind me which cannot and should not be abandoned by the cashier to try to resolve this. So, the question is pointless. And it reminds the customer of their less than satisfactory experience – making the bad experience worse.

Asking customers if they’ve found what they are looking for is a good question to ask of those still actively looking. But for customers who are paying at the register, retailers would be better off thanking customers for their business. They should also bid those customers a fond farewell. Because unfortunately, that experience is encouraging customers to avoid the store in future and buy elsewhere online.

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