South Florida retailers offer customers little service

UPinprint

If a retailer has 12 checkout lines, why do large chains, like Publix, Whole Foods and Target, opt to open just two during peak hours?

Self-checkout was supposed to streamline the process for customers, yet sightings of closed and inoperative registers have become the norm at grocers and retail stores in recent months.

Despite these automated advancements, many of which have resulted in the elimination of jobs, customer service at South Florida retailers has taken a hit in recent years and consumers are continuing to endure the inconveniences.

The creation of self-checkout, automated online service representatives and chat are increasingly frustrating consumers and often complicate matters that can be resolved by actual human beings.

Additional service and material fees, which originated during the backlog of imports resulting from the Covid-19 outbreak, have become the norm with dog groomers, hair salons and even restaurants.

A materials fee at Supercuts when someone goes in for a basic haircut can only be for the spritz of water stylists apply before they take to the scissors.

While it's important to note that customer service experiences can vary widely from one store or service provider to another, there are several factors that contribute to poor customer service such as: cost cutting, regulatory environment, staffing and training, high turnover, competitive pressure, regional and cultural differences and customer expectations.

Some businesses may prioritize cost-cutting measures, such as reducing staff or outsourcing customer service to cut expenses and enhance their bottom line.

The regulatory environment in the area also influences business practices.

Businesses are not investing enough in hiring and training employees, that is, if they are hiring enough employees to begin with.

High turnover in the service industry is another contributing factor.

Shoppers can address poor customer service experiences by providing feedback to the business, on the spot if possible. Ask them to open more checkout lines or resolve the issue at hand. Speak to the management if necessary. Most retailers are responsive to shoppers’ requests and will take steps to rectify the situation.

Consumers should support businesses known to provide excellent customer service. That may give other businesses the incentive to improve their service quality.

Do some research, check reviews and online ratings before shopping. Customer service varies from location to location. One franchise store may have excellent customer service while others don’t measure up. It boils down to the management quality and consumers’ tolerance.