Overview

Pet Peeve: Excessive Customer Service blah blah blah

I pull up to Starbucks drivethrough to get a simple drink and hear "Good morning.  It is a BEAUTIFUL day at Starbucks!  My name is Suzie.  Would you like to try our new Triple Mocha Cinnamon Surprise Frappuchinno and a Warm California Blueberry Muffin today?!"  What happened to a simple "Good morning!  How can I help you?"

I call about a cell phone question and, after receiving good and friendly support, the agent (clearly reading required text) verifies in long form that they have answered all my questions, reads back their 800 number if I have additional needs, and adds additional verbiage that I don’t remember.

I pull up to my local McDonald’s drive through and hear a guy say "Welcome to McDonalds!!  Would you like to try our new blah blah blah blah blah blah".  I wait for him to finish and then reply "No thanks".  Then a different, female voice responds "What can I get for you this morning?"  That original voice that I responded to was a recording… argh!!  

It might sound petty, but I’m really getting tired of what I consider excessive customer service/sales messaging.

In all these cases, I don’t want to interupt these drive through workers / agents who are just doing their prescribed job, but I have started to do just that… interupt them and move on.  The companies’ goals with these scripts are to sell more product and increase satisfaction, but they end up just wasting my time and irritating me – and increasing talk time in the case of the call center.

Is it just me?  Anyone else think these scripts are getting a bit long-winded?

Matt Taylor (an admitted Starbuck’s hot chocolate addict)

2 comments to Pet Peeve: Excessive Customer Service blah blah blah

  • Matt, As a guy with "marketing" in his title, I still have to side with you on this one! This kind of intrusive marketing does more damage than good. Want to up-sell me a hot apple pie, then put a printed sign up on your drive through menu, but don’t let your verbal introductory message as a vendor, inconvience me as a consumer. A good "best practices" message from you Matt. Thanks for posting it.
  • Mark
    I found this posting while searching online thinking I may be the only one pissed off by excessive cs. I can’t stand when fast food servers/movie theater confection workers immediately make stupid suggestions that I’m sure 99.98% of people ignore.
    I did this search after walking into a Best Buy just to browse-for the absolute last time. I’m somewhat of a tech geek and I like to browse basically the whole store. I can no longer do that (and yes, it’s been a long time coming-I haven’t been in one for a couple of months after the last time they pissed me off. And believe me, that’s a big deal).
    Over the last couple of years, periodically (each location seems to do it in waves), you cannot walk into one of their stores and slowly make your way to the back of the store without 8-10 of their floor staff asking if they can help you find anything. I’m sorry, but it pisses me off. Does every employee that sees you HAVE to ask if they can help you? Apparently. Some locations are worse than others. This one is the worst in Orange County, but I was in the area.
    Today, literally 10 employees offer to help me making my way through the middle of the store front to back. As I hate them asking -as I can ask for help if I need it-I often make sure I wear headphones whenever I go in (not that it stops more than half of them from asking me if they can help me find anything-I mean, seriously. If I wanted or needed help and was shy about asking or whatever the case, would I be wearing freakin’ headphones?!? ).
    Annyway, today the last one to ask me looked like an assitant manager or something and I let him know he was the tenth, and let him know I was bothered. I dropped what I had pllanned to buy and walked out. They have lost me as a casual shopper. That location indefinitely, the chain, I will avoid at any opportunity. I can go elsewhere for much of what I look at there.

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