Relationship Building: The "Support a Customer Service Representative Challenge"

   Yesterday early afternoon I wanted breakfast, but by the time I decided to order, most places had already started lunch. I had a taste for eggs, hash-browns and toast,  so I decided to go to my local Dunkin's to order a sandwich and hash-browns. Though I rarely purchase food, I headed there for the convenience as it nearby my house. When I arrived, there were a few people in line waiting to order, and about two people waiting on food. Behind the counter, there were two workers. One was on the register and making drinks, and the other in the kitchen preparing food. The kitchen worker walking quickly refilling stock and gathering orders for the people waiting on food. I assumed I would be waiting long but kept patient. I stayed in line and observed. 

   As I waited in line, I looked back and one worker came in from outside and I assumed she was coming in to start work. Apparently, she was off and made herself a drink, then left. As a retail employee of 5+ years, I couldn't wait to get to the register to express my feedback on this employee coming in, as it seemed a distraction.  A small voice in my head told me to not say anything though, so I kept quiet. After the two customers ahead of me were taken care of, it was my turn in line. The person in front of me ordered one drink, three sandwiches, two hash-browns, and I thought it would take forever. Within three minutes,; the young man in the kitchen handed the man in front of me his food, and then handed me my order. In shock I recited my order to him to confirm and he said "Yes, that's your's, with cheese", Then started cleaning. My hash browns were piping hot from coming out of the oven, and I didn't want to wait to eat and popped one in my mouth. I then commended the young man for his speed and  he said " I am good at working and doing my job". Man, was I glad I hadn't said anything earlier. As I left I thought about how clean this Dunkin's in particular always was, the taste and quality of the food, and the great customer service I received every time. I saved my receipt to complete the customer service survey when I got home. I acknowledged no matter how busy or quiet it was, and even in different weather conditions; the staff at this Dunkin's had it together. I had to share my feedback and let someone know. 

   According to the United States Department of Labor website updated on April, 2019; In 2016, there were 2,784,500 Customer Service Representative Jobs. The website defines a Customer Service Representative job as someone who "interacts with customers to handle complaints, process orders, and provide information about an organization’s products and services". It says that "although customer service representatives are employed in nearly every industry, many work in telephone call centers, credit and insurance agencies, banks, and retail stores".  As someone who has had much experience in the field whether it be in retail or in a office, I admit it can be tough. It can be physically, emotionally,and mentally draining, and sometimes the pay can be low. You also never know what customer , co-worker , or supervisor will have an attitude or who's work you will have to make up for during the day because of call out's and high turnovers and hours can also be all over the place.With this said, I encourage you all to give positive feedback to representatives when you recognize hard work, and acknowledge them for what they do. Most retail spaces and environment's often have a survey you can fill out to provide feedback, comments,and make suggestions for customer representatives and I believe it truly makes a difference.Your feedback can go a long way, and you never know who's day you'll make or even help get a promotion. I challenge you all to support a Customer Service Representative wherever you are or go today.

Be Encouraged,
Noelani  

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