Customer Service Essay
There are countless different establishments you could review to find out about the quality of their customer service. I chose Safeway, Foodland, the ABC stores, Sears, Longs, and Nieman Marcus, which all have different customer service techniques on different levels.
Now, the ABC stores are working on a different level, as convenience stores primarily catering to the tourists in Waikiki. When I lived in Waikiki, the joke used to be that ABC stood for All Blocks Covered, and it does not seem to be far from the truth – there is literally an ABC store on each block, if not two or three. I know these stores well, because my apartment was situated right above an ABC store (and once my shower even leaked down in to the store).
I cannot really brag about their customer service, since the employees goal seemed to be to be the fastest cashiers on the island. It is not that it is hard locating any products in the store, but I guess that since they are mainly focused on the tourists, they completely forget about the people residing in Waikiki – people that frequently shops at their stores. The employees are friendly, but they kind of mind their own business as they move around the store and they do not seem very susceptible to questions of any kind if they are e.g. re-stocking or something of that nature. The ABC stores might want to implement a better customer service policy, one that will seem acceptable to the regulars, and not only the tourist one-time-shopper.
The policy should include a more long-term view of customer service, like e.g. implementing a philosophy that will appeal and appease the local customers and make them want to return, not because they have to, but because they like shopping there. Something that might even bring in more customers, because, as far as I know, word of mouth is not working very well at the moment.
Longs Drugs is another widely spread convenience store on this island, and their customer service is so-far-so-good. I have not yet had any bad experiences there, and I hope I never will (but then again, dont we all).
The employees are friendly and helpful, but that depends on which store you are shopping at. I think that reflects on the managers, and from my experience, most of the store managers do a good job at implementing their customer service policies. I never had a problem returning any products I was dissatisfied with, even if I bought it at a different store than the one I was returning it to. I guess I have an advantage having worked a lot in customer service myself, so I always keep the receipts and whatever else I might need when it comes down to returning products. I do not really know what their policies are on products returned without a receipt, but I do know that employees have a certain degree of know-how and are usually able to tell if it came from one of their stores – I know I did. I have had customers come in trying to return a product that we did not even sell, so most of the time you can tell.
I know Longs both gives cash returns and in other cases a new product, so I think their customer service policies are sufficient for the level the stores operate on.
Lets take a look at Safeway, a common grocery store not only in Hawaii, but also all over the continental U.S. Employees at every store I have been to, will always ask you if you need help and never forget to ask how you are doing. The company is doing a good job in implementing their customer service policies and philosophies, and the employees also seem to be committed to keeping up the good work. The employees at Safeway will assist you to the best of their abilities, and there are always two or more employees in circulation (on the lookout for people needing help with something).
The one thing I like about Safeway is not their high prices, but the fact that the employees will not keep badgering you if .