MagnusTheBrewer
IN MEMORIAM
- Jun 19, 2004
- 24,122
- 1,594
- 126
Customer service is not and, will never be dead. People by nature (with the possible exception of technogeeks) are social creatures. The level of customer service has declined both through automation and lack of training due to managements inability to link good customer service and profits. The sad part is that due to the decline of customer service and the change in society's view towards the value of providing good customer service, there is an entire generation who needs to be re-educated.
Good customer service is not common sense, it is the ability to put yourself in the customers shoes and use your intimate knowledge of your service to best meet the customer's needs. That training coupled with respect for tradition are the keystones to great customer service. It is a complicated skill which requires both knowledge and the gift of hospitality. Stores, restaurants and, hotels are in the customer service business no matter what product they sell.
Banks are not and never were in the customer service industry regardless of their marketing claims. They offer financial services period. The only reason banks even have B&M storefronts is part tradition and part "good will" marketing. All banks would survive quite well without the hassle of dealing with individual customers weekly paychecks.
It is common to denigrate the service positions in the stores/restaurants/inns we frequent but it is a much harder thing to quantify good service. True, simple politeness goes a long way but, it is that lack of value we put on service as a society that is the real issue. Until we value good service as a major contributor to revenue in the service industry, we will continue to suffer from poor returns on investment, lack of qualified employees and, long lines that technology can't solve like a human can.
Good customer service is not common sense, it is the ability to put yourself in the customers shoes and use your intimate knowledge of your service to best meet the customer's needs. That training coupled with respect for tradition are the keystones to great customer service. It is a complicated skill which requires both knowledge and the gift of hospitality. Stores, restaurants and, hotels are in the customer service business no matter what product they sell.
Banks are not and never were in the customer service industry regardless of their marketing claims. They offer financial services period. The only reason banks even have B&M storefronts is part tradition and part "good will" marketing. All banks would survive quite well without the hassle of dealing with individual customers weekly paychecks.
It is common to denigrate the service positions in the stores/restaurants/inns we frequent but it is a much harder thing to quantify good service. True, simple politeness goes a long way but, it is that lack of value we put on service as a society that is the real issue. Until we value good service as a major contributor to revenue in the service industry, we will continue to suffer from poor returns on investment, lack of qualified employees and, long lines that technology can't solve like a human can.
I hate self-checkout. It's always telling me that I didn't put something in the bag, to get something back out of the bag, etc etc ad nauseum.
A local Meijers has nice self-checkout lanes, no limits, with conveyor wheels to roll stuff down to the end. Much faster than with a cashier and you don't have to stand there awkwardly watching them fumble with your toilet paper and whatnot. 
Also, the only time I ever see or use cash anymore is while doing laundry since the machines take quarters.
Also, the only time I ever see or use cash anymore is while doing laundry since the machines take quarters.
slag
Lifer
- Dec 14, 2000
- 10,473
- 81
- 101
Im the exact opposite of you. I loathe self checkout machines. I'll be damned if i'm going to not only shop at the store, but also check myself out. Thats why there are cashiers. Let them ring my stuff up ,figure out if its on the scale right, punch the buttons, scan the items, etc.. I have better things to do. If for some reason I was forced to use a self checkout machine, I'd better be compensated at that time for at least 15% off the total purchase for my trouble.
Jeff7
Lifer
- Jan 4, 2001
- 41,596
- 20
- 81
I go to self-checkouts at Giant Eagle. I've tried them at Walmart, and they just aren't as good. Plus, at GE, there's generally someone there to bag your purchases.
I find that they can be efficient, too. In a regular checkout, you stand idle while a worker does all the work. In a self-checkout aisle, you are doing work while the store's employees are also doing work. The net result is more work done per unit time.
I find that they can be efficient, too. In a regular checkout, you stand idle while a worker does all the work. In a self-checkout aisle, you are doing work while the store's employees are also doing work. The net result is more work done per unit time.
shortylickens
No Lifer
- Jul 15, 2003
- 80,287
- 17,082
- 136
Not at stores.
The machine always messes up and I need a clerk to come over and fix it. Never once got through a self check out properly.
Also, at Home Depot they have just as many people monitoring checkouts as they have checkouts.
Why the hell dont they just run the things normally?
The machine always messes up and I need a clerk to come over and fix it. Never once got through a self check out properly.
Also, at Home Depot they have just as many people monitoring checkouts as they have checkouts.
Why the hell dont they just run the things normally?
Reasons I love self checkout lines at supermarket:
1) replaces union workers with an efficient machine
2) no more standing behind a tool who still writes checks to pay for groceries
1) replaces union workers with an efficient machine
2) no more standing behind a tool who still writes checks to pay for groceries
At Self Checkout, there's typically a regular cashier and a Head Cashier or Front End Supervisor (FES). Unless absolutely necessary, you will not see that HC or FES ringing due to them having to constantly attend to cashiers and customers.
There are still multiple problems with self check outs;
1. Incompetent customers that don't understand how it works and needs the supervisor to keep resetting the scales.
2. Customers that take full carts through and spend 30 minutes scanning, these machines are slower than the ones real cashiers use. They are also EXPRESS LANES. GTFO with your cart, people!
3. Buying alcohol. You need the supervisor to authorize it and they're not always standing there.
4. Fruits and vegetables, people spend 5 minutes looking for their arugula on that spinner, when most cashiers will have the codes memorized by now.
Other than these things and a few others, they are great. But it's mostly the customers that are ruining the experience for everyone.
1. Incompetent customers that don't understand how it works and needs the supervisor to keep resetting the scales.
2. Customers that take full carts through and spend 30 minutes scanning, these machines are slower than the ones real cashiers use. They are also EXPRESS LANES. GTFO with your cart, people!
3. Buying alcohol. You need the supervisor to authorize it and they're not always standing there.
4. Fruits and vegetables, people spend 5 minutes looking for their arugula on that spinner, when most cashiers will have the codes memorized by now.
Other than these things and a few others, they are great. But it's mostly the customers that are ruining the experience for everyone.
videogames101
Diamond Member
- Aug 24, 2005
- 6,783
- 27
- 91
I do groceries 10x faster myself, so yes, especially because most cashiers around here are complete morons.
Hate them. If the bag I put my stuff in moves in the slightest bit, it stops and says to put an item back into the bag.
I actually prefer these kiosks over the traditional checkout counters as well. With groceries, I've found that if i'm not buying bagged produce that don't have barcodes, self-checkout is definitely the way to go. However, If i'm buying fresh produce that needs to be bagged, it is PITA to scroll through the menu searching for the item. When that happens, I just go to a traditional checkout lane. The Lowes and HD self-checkouts are nice although occasionally you seem some idiot buying bulk items like lumber or pipes getting in line and trying to scan the items.
Self checkout is useless.. why would I want to bag my own groceries and ring everything up when there is some dumbass getting paid minimum wage to do it for me.
Let's get rid of all machinery so every one of us becomes a hard working American.. foraging for berries in loincloths in the forest.
0roo0roo
No Lifer
- Sep 21, 2002
- 64,795
- 84
- 91
i like them when they work. and when they have at least 4 stations.
i hate when some old woman just stares at the damn thing, same as at atms when old women take forever.
frankly i wish stores had more of them. never enough. nothing sucks like standing in a long line waiting for checkout. esp bad at prime time hours at grocery when there are full carts that take ages.
its not like workers are out of work. which would you rather be? the one standing at the center podium to watch over 4 self checkouts and help customers if a glitch happens or something doesn't scan, or standing stuck behind a single counter constantly scanning a buncha stuff old school assembly line style. its not fun, it hurts to stand like that for a long time. you can feel the impatience of the people and the pressure if theres a long line. it sucks hard. optimally they would almost all be self checkouts. as a worker covering a self checkout you'd be an administrator. working casher duty you are a drone. i don't care if i have to bag my own groceries. if it saves time, its not much of a price to pay. the most infuriating part of visiting stores like the grocers is the checkout. you know this is true. i dread it.
i hate when some old woman just stares at the damn thing, same as at atms when old women take forever.
frankly i wish stores had more of them. never enough. nothing sucks like standing in a long line waiting for checkout. esp bad at prime time hours at grocery when there are full carts that take ages.
its not like workers are out of work. which would you rather be? the one standing at the center podium to watch over 4 self checkouts and help customers if a glitch happens or something doesn't scan, or standing stuck behind a single counter constantly scanning a buncha stuff old school assembly line style. its not fun, it hurts to stand like that for a long time. you can feel the impatience of the people and the pressure if theres a long line. it sucks hard. optimally they would almost all be self checkouts. as a worker covering a self checkout you'd be an administrator. working casher duty you are a drone. i don't care if i have to bag my own groceries. if it saves time, its not much of a price to pay. the most infuriating part of visiting stores like the grocers is the checkout. you know this is true. i dread it.
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