And of course the flip side of Personalization With No Service --a.k.a. We-Love-You-When-It-Costs-No-Money--is Service-With-A-Snare.
Service-With-A-Snare is those employees--just as degraded as the ones wearing Preparation H badges--who are instructed to up sell you when they provide you a legitimate service you have paid for. Especially when the service is malfunctioning and they are the only ones who can fix it. (see: exploitation; soliciting a bribe.)
Service-With-A-Snare employees are instructed to say, "Before we restore your dial tone can we interest you in our new Elite service program that only costs..." under penalty of losing their jobs.
There are fan belt and exhaust system versions of the ruse too as most drivers know.
There was a day when US customer service was the talk of the world. Especially when compared to shop keeper based European nations where your request to see something in the window could be greeted with, "perhaps tomorrow."
A woman in the former Soviet Union was said to be so disconcerted by a local store which had converted to US style service--Hello! We're Glad You're Here; How May We Help You?--she ran out of the store screaming.
But then employees started costing Real Money unlike Internet shopping carts which send you emails thanking you for your purchase--while you're still making your purchase--and proceed to send you day by day reports on your package's itinerary as if it's delicate surgery.
And managers across the nation began asking the same question: How can we make customers feel valued without valuing them?
Their answer was: the same way we make employees feel valued without valuing them and started with the badges.
Service-With-A-Snare is those employees--just as degraded as the ones wearing Preparation H badges--who are instructed to up sell you when they provide you a legitimate service you have paid for. Especially when the service is malfunctioning and they are the only ones who can fix it. (see: exploitation; soliciting a bribe.)
Service-With-A-Snare employees are instructed to say, "Before we restore your dial tone can we interest you in our new Elite service program that only costs..." under penalty of losing their jobs.
There are fan belt and exhaust system versions of the ruse too as most drivers know.
A woman in the former Soviet Union was said to be so disconcerted by a local store which had converted to US style service--Hello! We're Glad You're Here; How May We Help You?--she ran out of the store screaming.
But then employees started costing Real Money unlike Internet shopping carts which send you emails thanking you for your purchase--while you're still making your purchase--and proceed to send you day by day reports on your package's itinerary as if it's delicate surgery.
And managers across the nation began asking the same question: How can we make customers feel valued without valuing them?
Their answer was: the same way we make employees feel valued without valuing them and started with the badges.
(Note: You can view every article as one long page if you sign up as an Advocate Member, or higher).
2
