Good and Bad of Customer Service

1142 Words Nov 5th, 2010 5 Pages
Over the 2010 Spring Semester time frame I have encountered many positive and negative customer service experiences. Customer service (ch.1 pg. 6) can be defined as “The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a matter that satisfies identified and unidentified needs.” In other words, it is the ability of a company and its employees to supply their customers’ wants and needs. Some organizations have well developed customer services departments, while other are lacking in this division. The amount of effort a business puts into their customer service training will drastically change the quality of service its customers receive. The most …show more content…
Since I am a waitress who happens to love sushi, I have taken advantage of this amazing discount every Monday night for the past five months. Being such a loyal customer one would expect to get top service, which is usually the case. Except for this one particular Monday in March when my Neighbor, Damian, and I got sat in a new servers section. Being a server myself, and knowing how it is to be the new girl, I had adjusted my customer expectations (ch.7 pg.166). Darcy, the new server, did not even come close to meeting my lowered standards. She did everything one could possibly do wrong. She apparently had a huge crush on Damian, and was not shy about it at all. Everything from what she said to her body language (ch.4 pg.89) was done in a flirty manner. At first I figured she just thought being extra nice would get a good tip, but she took it way passed that. Once I started ordering my food, I noticed that she was paying absolutely no attention to a thing I was saying. She was completely focused on my neighbor. This is something I found personally offensive, but what she did next was just an embarrassment to all servers. Once our food came Darcy sat down next to Damian and started eating right off of his fork. I could not believe what I was seeing. Bruce Buschel published 100 Things Restaurant Staffers Should Never Do, which points out certain things that are just unacceptable, no matter how new you may be to serving. He states things like, “Do not announce your
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