Christmas shopping gave me a lot of opportunities to evaluate customer service. Overall I was very impressed with the service I was provided. Most of the stores seemed very prepared for the crowds. Here are some random thoughts on my experience.
- JC Penney’s did a great job ringing up my items quickly. They usually had long lines but I wasn’t in a line longer than 5 minutes. They seemed very prepared for the customers. They were ready to sell.
- You would think a store that is ran by young twenty year olds with piercings and multi-colored hair would be a little complacent about customer service, but No! Hot Topic was one of the best. Immediately when I walked in the store I was greeted and helped. They were also ready to sell!
- I love Amazon. I’ve had nothing but great experiences ordering through them. I ordered a few items for Christmas through Amazon and was expecting to wait a week or two to receive the items in the mail because of the Christmas season. Nope! I received them all with about 3-4 days. I love that Amazon is quick and they always seem to have the best prices.
Now after Christmas was a little different. I had to return a few items at several stores and I really felt like the employees weren’t ready for that. They seemed unsure of the process, took a long time to use the register, and sort of made me feel like I was inconveniencing them. I realize that a return is not seen in a positive light, but many times I end up buying something else from the store. I believe a lot of people end up purchasing more than they return so it may be a good teaching opportunity for managers to tell their employees. Returns can end up being a big sale. Don’t be so quick to frown upon them.
Great job on the pre-Christmas rush! Maybe a little more customer service on the post-Christmas.