I realize that I haven’t posted in a while; and I am a little half-hearted about jump-starting it with a grumble. In particular, it will be about (the virtually non-existent) customer service in the UK…. again. It’s the one thing about UK life I can’t quite get my head around, just because it’s a puzzle that in a country where everything is about civility, politeness and niceties, very few stores (or “shops”) seem to be able to get it right.
Today I headed into town to run a few errands at the bank and the post office. Too early for the return train — and yes, I DO have to rush back home as I have a conference call to Chicago by 9:30 Central Time — I decided to go to Debenhams to use up an expiring gift card. The gift card had a 24-month lifetime, and we got it as a wedding gift 2 years ago. Hence the urgency to use it before its expiration. I got a few small things at the home section, and headed up to pay. Here goes the convo at the till:
Cashier : Hi, you alright?
Me : Hi, yes, I’m good how are you (waited for her to scan the 2 items, tell me the total, and then I handed over the gift card)
Cashier : (peering from the top of her bifocals for some time and swiping it) — Do you know how much money you have on the card?
Me : (slightly surprised why it was up to me to tell her how much was left on the card — she could swipe to find out couldn’t she? — and trying to remember how much I had left on the card). Hmmmmm…. I’m not too sure. I think I might have around £120-something on it….
Cashier : (looking back at me) So, in other words, — you do not know…..
Yup, those were her words – “so in other words, you do not know….”
I am only slightly amused, but mostly annoyed at myself, for being thrown off by comments like these, especially when they come with an accent and a nose in the air (literally, as it tried to hold up her bifocals). I am not too sure whether to react the “American way” of always being right as customer; or to tread the polite line of putting sales staff softly in their place by a slight change in my intonation, the right choice of words, or the just-enough raise of my right eyebrow. It really is tricky to make that split-second decision to either dare to be yourself and risk awkward attention; or to live as the Romans when in Rome and tone everything way way down. I just know that each time I come over to the UK, I do not stay long enough to get out of the mode of being the visitor or the outsider, and to know how to deal with situations the way locals do. But because that is my choice and this is my life, for now all I can do is sigh. Until I get it right, if they don’t.
Tags: customer service, Debenhams, expat life, snippets
I’d try to deal with it in a way that least upsets you, because you’re not going to change it. I’m not sure there’s a “getting it right”. Just a “muddling through”.
Oy. Sadly true, I know. It’s just grrrr frustrating sometimes. But after writing and getting it off my chest, I’m alright. This is all just part of easing my way into the other side of the pond. Thanks, Iota!
You could have just directly answered her pointed question and jusy say “No”.
The irony of it is, I am usually a straight, single-syllable answer person. I agree and you’re right — there would’ve been no two ways, no “in other words”, to a yes or no.
So what did you do?
PS: Welcome back my friend
She tried to back-paddle. Not very successful though. As for me, let’s say I trained a look on her that made her slightly uneasy. :) Thanks Dave, glad to be back. :)
Can’t say I am surprised, but once you accept that customer service just isn’t what it’s like in the States you get over it. I always try to be pleasant, even when the person on the till doesn’t say a single word to me during the entire transaction. I will say that the longer I live in London the less tolerant I’ve become of over zealous American customer service. I cringe whenever a server crouches down to take my order!
Never liked solicitous, over-cheery service either. My only thing is, if they’re taking my money and custom, they’d better at least be polite when they talk, and probably better if they don’t. :)
You clearly have not been to Switzerland if you think UK sales assistants are snooty ;-)
I will watch out for that. :)