Here in the USA, I've been working a second job that requires me to go into the stores of a world-wide retailer. While this retailer is not known for delivering "good" customer service, it is also not known for delivering "bad" service either. Let's say it simply lands somewhere in the middle. The bottom line pricing is what draws its customers.
To be honest, and given that I consider Customer Service to be my prime directive in life, I am shamed to admit that their lackluster handling of Customer Service has not deterred me from shopping there. The bottom line pricing draws me, too.
However, my forays into their environment now as a vendor (I often go into as many as 7 stores per working day), have caused me to focus on their CS delivery. And, in studying their environment from this new perspective, I am appalled at their total lack of customer focus. It has become obvious to me that there is no serious Customer Service training, and that they do not value the simple act of human kindness, even by placing greeters at the front doors (need I say more?). I am also appalled at my acceptance of their corporate values as I have continued to shop there.
Your assessment of The Entitlement Attitude is absolutely correct. We (and it seems that this is a global we) have become a world of Me, Me, Me, Me, and it is a very sad place to be.
And as long as there are idiots such as me, willing to still enter the doors and spend hard-earned pay in these environments, there will continue to be a deterioration of simple respect in human-to-human encounters.
Annem, your message has smacked me in the face, and I thank you for it. I demand the utmost in delivery of customer service from my primary work team, yet I have been a willing receiver of degradation, ineptitude, and often even scorn, just for the sake of saving a few pennies more.
My personal finances can and will no longer rule over my head and my heart. I need to once again walk the walk and talk the talk. After all, I am worth it, too!
We shall overcome, and we shall not lose the battle!
Best to you,