Customer Service on Life Support

What happened to excellent customer service?

Why do we see employees ranting at customers?

What happened to the motto, "The customer is always right."

Check out this video story about an employee at Starbucks.  The level of screaming is so unbelievable... and it's all about a straw?

When Starbucks saw video of the incident which was posted online, the ranting employee was suspended.  The customer was offered a $100 gift card to Starbucks.

But what about the unseen way customers are treated in businesses regularly.

What about the incidents that aren't recorded by cell phone and posted online?

I've seen Starbucks employees roll their eyes at customers or treat them rudely.

One time, I was ignored for twenty minutes in a Starbucks while several employees discussed their drinking adventures from the night before, talked about dating and their recent haircuts.  I waited patiently listening to all of their stories.  There was no manager working in that Starbucks so it was a free for all.  I was the only person in the store for a long time and then another customer joined me. We both waited patiently, although we both checked our watches and exchanged looks.  Finally, the person who took my drink order exited the chat session and made my drink but I ended up being late for an appointment.  I contacted Starbucks and they sent me a free coffee coupon, which made it better.  But I haven't been back to that Starbucks' location since and I rarely go to Starbucks now.

Customer service.  I support it and I believe in it.  Repeat customers matter.  Creating a solid client base will help you keep your job.

I know a girl who worked at Starbucks who was nice to customers and one of those customers ended up getting her a better job at his company.  So, what you do on the job with customers today matters tomorrow.