More than just customer service

Lindsay Lillig

At approximately 10:00 a.m. on any given Monday, Wednesday or Friday, one can find me at the Einstein Bros Bagels café in Royall Hall with a fresh, steaming dark roast coffee.  It would be easy to assume I choose to reside there because I have class in or nearby Royall, but this assumption is incorrect. I frequent Einstein Bros not only for the delicious coffee (and bagels), but to see the lovely people who work there.

There are three women in particular who represent the epitome of what customer service should be. They greet every person with a genuine smile and treat each customer as if they are the most important person to come through the line. These lovely ladies work almost every day, and still maintain this caliber of customer service.

[one_third last=”no”] Wouldn’t you want a customer to be empathetic if you were a frazzled cashier in the middle of a lunch rush? [/one_third]

As someone who has worked in customer service since age 17, I respect and admire their behavior. I, too, strive to make each customer’s transaction as quick, courteous and hassle-free as possible.

There are countless customers who do not look up from their phones while I take care of their merchandise. There are plenty of people who do not say a word, even when I thank them and hand them the receipt. Trust me, it is slightly infuriating. However, I am used to such poor manners after years behind a register and being overly kind to the rudest people.

It is easy to lash out at the cashier when a price is higher than expected or something goes wrong with an order, but it is not the cashier’s fault. Moreover, these situations call for manners, not maniacs.

Although customer service is of the utmost importance, being a good customer is equally significant.  Even when a cashier or server fails to be courteous, simply remain kind. We never know how someone’s day has gone, nor do we know exactly how long they have worked in their customer service position. What we do know is that we can meet them in the middle and do our best to facilitate a pleasant interaction.

We get a coffee or a sandwich or whatever is we’re ultimately purchasing, so repay the favor. Put the phone down –  I promise it’ll only be for a minute. Smile, speak clearly and order politely, be patient and most importantly, say thank you. Wouldn’t you want a customer to be empathetic if you were a frazzled cashier in the middle of a lunch rush?