I agree with you on most point but wish to add: Common sense isn't. There are plenty of customers that will take out their frustrations on a CSR precisely because they have no interest in the facts or know that most employees will take the abuse rather than risk losing their jobs.
Dealing with extreme customers requires quality training, training CRS costs money. Many companies these days seem to farm out their "training" on customers, turning out employees that are often under supported, understaffed, underpaid and/or often not very knowledgeable about the company/products.
I see this trend particularity apparent at lower end companies like grocery stores, lowes/Home Depot and many restaurants. It seems to be the norm in some industries; seriously, finding an employee who can answer common questions at lowes/Home Depot can be quite difficult.Heck finding an employee sometimes.
Ehh... I guess what I'm trying to say is that the problem is not just the employees themselves but also the trend for companies to accept turning out employees that are often under supported, understaffed, underpaid and/or often not very knowledgeable about the company/products as acceptable business practice. I believe the much of the blame rests with employers who see this as an acceptable way to run a business.
Oh I agree with you about the employer being the responsible party. And training of counter staff is a big deal but does not seem to be covering dealing with people/customers. Managers are also not being trained in how to pass customer service principles on to their charges. I hate to say it, but I'm an old guy, first of all... my parents taught me to be polite no matter what, secondly OJT about being nice to customers no matter what was a given. What has happened to us? There didn't used to be any need for basic training on how to be nice to customers... if you weren't, the first time you got pizzy the boss would kick your scrawny lil azz!
Two questions (I think... well, sorta)
1. Where does your comment about common sense come into play? When I said "sensible" I meant a person with a modicum of intelligence should know that treating customers badly will not have a good result, they'll either not get the sale, create a non-repeat customer, and perhaps be chastised by the boss either in person or on a performance eval (yes, I know... restaurants don't have those, but still, places like Cabela's would, I think). Followed by a comment on customer misbehavior... what do you mean? If you've read my commentary, you know where I stand on customer mistreatment or bad attitude towards employees... a sales clerk, redirects, deflects, ignores, or is assertive about what is not tolerated, as needed (but never aggressively, not even if one has to declare the customer persona non-grata and call the popo for trespassing). If I was the boss, and I have been, I would insist on it.
2. Is it CSR or CRS, you used both... neither of which I am familiar. Corporate Social Responsibility, Counter Sales Register'er? Uh... Catholic Relief Services, Certified Residential Specialist, Can't Remember Sch!t?