Good customer service part of manager's job

Local columnist

I was planning to host an event and there was a great location I had in mind for it. I went to speak to the building manager to see if it could be arranged.

When I arrived in the manager’s office she was typing on the computer. She didn’t look up to acknowledge me. I stood there for a few moments before speaking.

“Hi, how are you?” I said, trying my best to be cordial. I introduced myself and said I needed to speak with someone about using the facility.

The manager kept typing, never looking away from her computer screen. She seemed annoyed by my presence.

“I have a meeting with my boss in a few hours,” she said in a hurried voice, “and I have to get my notes ready.”

While this didn’t overly concern me, I said I wouldn’t mind scheduling an appointment and coming back at a later time.

She pushed away from her desk and said she could help me now. But this was said in a tone of voice where it makes you feel like you’re being an inconvenience to the person.

She spent the next few minutes rushing through the available pricing options, tapping her foot and looking at her watch the whole time.

By the time I left her office I was upset.

How is it possible for someone in a customer service position to be so rude? I wasn’t expecting red carpets to be rolled out, but a little common courtesy would’ve been nice.

I was willing to give her the benefit of the doubt — everyone has bad days. But after talking to other people who’ve dealt with her in the past, I learned this is how she always treats people.

There was an available recourse, however. I filled out an online survey and requested a followup response. Surely her bosses would resolve the situation.

Three weeks went by. No response.

I finally looked up the number to the manager’s boss and called him. He diplomatically listened to my concerns, but informed me there was nothing he could do.

He said he had already identified her deficiency in customer service skills, and he’d only document this incident on her evaluation and provide her more training.

Now I’m no expert, but if you’ve attained the position of manager, shouldn’t you be the gold standard when it comes to customer service?

And what’s the point of hearing customer complaints if you aren’t going to take meaningful action?

I was disappointed there was no fix to the problem, a problem that was apparently well known.

Now I don’t blindly believe in the old saying “the customer is always right.” Sometimes the customer isn’t right, sometimes the customer is a jerk. But I don’t believe that was the case in my situation.

And a company should be focused on providing great service. The customer drives the bottom line. They provide the money to keep the business afloat. But unfortunately this occasionally gets forgotten.

Kitsana Dounglomchan, a 12-year Air Force veteran, writes about his life and times for Clovis Media Inc. Contact him at:

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