In Germany I would never bother to return something below say 10 Euro. It's just not worth the hustle. I will remember the brand and product and make sure to not repeat the "mistake". :) Also a reminder to shop-Owners: Don't get too polite to German customers. Walmart tried their "American ways" here in Germany and pulled out of the market entirely soon after. There are many explanations given of why they couldn't make it in Germany, but one that constantly comes up is that they forced every worker to smile at the customers. This creeped out both the employees and the customers. Also the motivational "Walmart"-chanting at the beginning of each shift really rubbed the German workforce the wrong way.
This. Haha. Additionally to me the cashier wasn't unfriendly, she was just German. Probably didn't even mean it in any kind of negative way. Also the manager not greeting and just getting the thing done as fast as possible is rather professional than rude in my opinion. Especially considering all the costumers waiting in line... just for an item worth 1,50€...
esmai I thought about that as well. Somehow I immediately sided with the cashier and the manager. Even though Donna seems like a lovely person from her videos, the idea of a customer joking while holding up the queue for something as trivial as 1,50 triggered my own experiences back in Germany, both as a customer in that queue and as somebody working in said shop. If I wanted to exchange something, it’s always easier to first ask somebody who is not already busy working the register. But maybe that really is just me being German.
Creeped them out because smiling is not a natural thing in Germany, so instead of the actual smile you get a pair of stretched lips and annoyed eyes - nothing to do with actual smiling. I was served by a fake smiler in Apple in Berlin and yes it is creepy. Covering a pile of attitude with a smile only highlights it. I felt like the woman would explode any moment in my face.
I worked for apple care in germany and they told us to get personal with the customers. Using for example you/ in german Du, when talking to them. I kept saying the other you/ in german Sie. One day a customer told me, that saying sie and mr. soandso was so much better. The customer didn't liked the Du form. He felt treaded with more respect by this.
Du is used in private only. If someone in a store calls me "Du" i will leave in the minute. I want to explain why. Buying something is giving money for a product. No more. So why should i be Friends with the employee ?. Deal is a deal.
@@TheHibener nothing about being friends, most in my gen just see it as unnecessary formality, but here you won't find anyone younger than 70 using De(Sie) either
You know what is weird? This over-the-top customer service that you mention, is something that always scares me in the US - I am always prepared to tell a waiter that it is okay to just come to let me order what I think without hearing any unsolicited recommendations, bring the food, take the dishes out and let me pay, and I will give them a nice tip anyway, because being asked all the time if everything is okay, and if I was feeling well that day, etc. is quite obnoxious to me. The same goes for supermarkets. I prefer it the European way; as a purely transactional conversation. American customer service makes me nervous, but when I am there, I don't comment on it, because I know that when in Rome, do as the Romans do. Still, that being said, I believe American customer service would not work in Germany as it would be perceived as most Germans as creepy..
I feel the same way; I like doing my shopping in peace without someone continually nagging me, same goes for restaurants. I have very bad social anxiety so being forced to chit-chat or otherwise be seen as a rude customer..that idea is just not for me at all.
there is a study of Walmarts experience on the German retail market and that fundamental misunderstanding of the way germans preferred customer service is one of the reasons why they failed. I remember the "greeters" and the "following helpers" as well as the fake over friendliness of the cashiers they had ... it was creepy as hell! But I also see that sometimes here in Germany there certainly is room to improve customer service while maintaining a professional friendleness.
@@phantasia5179 oh I've heard about that! when I was in the states and shopping at costco there was always this woman at the door greeting everyone and I was utterly confused as to what she was doing there and if she wasn't supposed to be somewhere else. helpers following you around is actually creepy af.
@esmai lol I know, I've seen that before! (hasn't happened to me personally, but in stores like bipa (similar to dm except cheaper) and billa (similar to spar except cheaper), they sometimes follow people; in bipa especially teenagers who are trying out make-up and the like, as that tends to get stolen quite frequently. )
@@LunaBianca1805Es war super, Der Kunde wollte nen "einfachen normalen Kaffee" - Verkäufer fragte ergänzend ob Filterkaffe oder Crema. K: den einfachen bitte. V: ja, Filter oder Crema? K: Hören Sie mir nicht zu? einen einfachen Kaffee,Bitte? V: Entschuldigen Sie bitte das ich sicherstellen will dass sie das richtige Getränk bekommen verdammt. K: bekam sein filter kaffe und sein kuchen und lies dann sein kram stehen =) es war einfach nur kstlich ;)
@@hashtagnofilterfilter Für mich würde "ganz normaler Kaffee" übrigens Filterkaffee, ohne Crema, Zucker oder Milch, also " schwarz wie die Nacht" heißen 😅
Even in the US, if you don't have the receipt there is no way in HELL they will remove the tag for you without the receipt (exception being if you used a store credit card, they may be able to pull up the charge in their system, and print you out a copy of your receipt).
I think an exception could be made if it is the same salesperson and they remember you buying that piece of clothing earlier. Otherwise if you don't have a reciept anymore, I guess you are just out of luck.
The thing with American customer service from the perspective of a European is that it feels forced and cringey and insincere. And when you add the whole tipping thing into the mix that adds another extra layer of cringe and insincerity . When i went to the US when I was young i was convinced that americans weren't familiar with the concept of browsing because i kept being asked did i need any help within seconds of entering shops. Can i browse first ? Are people afraid to ask for help themselves ? What i want most from a person giving customer service is sincerity rather than something thats forced and cringey. I want to talk to a human being not a preprogramed robot.
I’m an American and I greatly appreciate good customer service but I hate being followed in shops!! I like when they greet me when I enter and just say “let me know if I can help you find anything!” And they leave me alone after that. Maybe I’m just too antisocial but it stresses me out being approached 3-4 times within 10 minutes of browsing 😂
I think that would be the best way. The customer service in the USA is over the top, but in my opinion it has a humongous lack of professionalism. On the other side german customer service is very professional and normally you get quiet competent help, but it's just hard to find the service.
@@Pewtah there is, but that law only applies in very specific cases, usually it's the company's policy that determines whether or not something can be returned.
And that means that it‘s OK when they‘re not nice to you then?! I mean whats your point? They don‘t have to take it back by law but they do as a gesture of goodwill and that allow them to be rude to you?
There is still absolutely no reason to be rude about it. Don't make excuses for the employees. It is the exact same way in the US. Stores dont have to take anything back. They do so to make the customer happy. The only difference is the US they arent assholes about it. If I was Dana I would have never gone back to the store that was an ass about taking the liners back. It was false advertisement. It wasn't her fault.
Don't EVER feel bad when rightfully returning something to a store here in Germany, regardless of the attitude of the employees. And don't ever let a situation like that prevent you from returning things (when appropriate) in the future either.
@J. D. If what you buy is defect or there is false advertising, the seller has the obligation by law to repair or replace the item or give you your money back. In her case, if it advertises as scentless but it smells, that is a legitimate reason that allows you to return the item.
@@KurtFrederiksen Really? I mean I never check if these kind of products are unscented and they are never. I think it's very seldom to have some scented and if it's part of the brand...
@@KurtFrederiksen I don't know why a brand should want their product to smell like citrus when they want to sell it as unscented. Doesn't sound economic to me. And then there is the topic with allergies which makes it necessary to list such things.
U went back cause of 1.50 and it’s opened? It’s actually not their problem if the brand is lying. Just throw it into the trash or use it, because they will do the same with it, and that time u spend is for sure worth more than 1.50, just don’t buy it again.
MeralK. So u would spend 20-30min of your time for 1.50. u r bad at calculating, so you would work for 3€ an hour. If u r that poor u could pick up bottles and make more money. I think Dana is not that poor.
@@meral_k it's not the store's fault though, nor is it their job. if they take an item back then that's a courtesy, but they fully have the right not to (unless stated otherwise), especially if it's already been opened.
Martin Decamerone ugh, I honestly hate this mentality here in Germany, constantly being rushed in everything you do. So what if it takes me 20 min? If it’s not worth for you, that’s fine. Live your life how you want to. And I‘ll do it as I like.
I must say the German version is the better one! You went to bring back an 1.50 Euro product because it had some "Duft"? I can totally understand the shop-employes! Everything smells a little - maybe because of the materials used, maybe from the storage, the transportation, the shop ... I suggest buy the same product again and keep the unopened package in your kitchen for a day ... ;-) Then, in the US you brought Soda back to the shop after a week? Soda is Food & Beverage! Even if you had it for short period of time and then bring it back, a shop in Germany wouldn't and shouldn't even be allowed to take it back and resell it. Who knows what someone else could have done to it. Me at least wouldn't want to buy Food or Beverage which hasn't been in "neutral" hands until I buy it ... Finally I do not understand why Germany has to learn from the US or the other way around. Every time one comes up with such suggestions it's mostly because one tends to see the world Black & White, while the reality is more complicated - in this case for example differences in the legal system.
In Deutschland und Österreich gibt es im stationären Handel kein Umtausch- oder Rückgaberecht. Wenn dies ein Händler tut dann handelt es sich immer um Kulanz. So gibt es eigentlich keinen Grund da besonders freundlich zu sein ausser man möchte den Kunden zukünftig noch mal im Geschäft sehen. In Germany and Austria there is no exchange or return right in the stationary trade. If a trader does that, then it is always a matter of good will. There is no reason to be particularly friendly, unless the store wants to see the customer again in the future. 😉
Well, that doesn't apply to flawed products, just to returns for no particular reason. If the product said "ohne Duft", but indeed was scented, they need correct that flaw. "Repair" probably falls flat in this case :D, so they would need to provide an equivalent without the flaw or return the money.
@@hashtagnofilterfilter Man muss zwischen Umtausch und Gewährleistung unterscheiden. Umtausch ist, wenn die Ware einwandfrei ist, aber man möchte sie zurückgeben. Dies ist gesetzlich nur für den Versandhandel geregelt, weil man dort die Ware vorher nicht in Augenschein nehmen kann. A deal is halt a deal! Bei Mängeln gibt es das Recht der Gewährleistung. Die Ware muss frei von Fehlern sein. Das Gesetz regelt dann, welche Möglichkeiten es gibt. BGB lesen!
@@user-sm3xq5ob5d dann war es halt das BGB, ist auch gute 20 Jahre her für mich. Aber so stimme ich jedenfalls deiner Aussage zu. Bin es halt gewohnt dass viele von der Gewährleistung noch nie gehört haben und schwören immer auf ihre Garantie. Daher hab ich deinen Kommi falsch verstanden. wlkikiv ....
I dunno if I'm just lazy or I'm spoiled by bad experiences in german customer service but it would never come to my mind to return a pack of soda because it's the wrong kind of flavour or whatever. First I would think it isn't worth the hustle to take it back to the shop. Secondly I would think that the shop manager probably would start to act up on me. I would just drink the soda and complain about the taste 😂
I really like the "out and about" format, seeing Germany outdoors in the beginning of the video and then casual discussion on the couch . It feels cozy and conversational.
Yeah in Germany it really depends on who the employee is and how they’re feeling that day 😂 my tip: Gute Miene zum bösen Spiel machen 😬 Something else really annoying about German customer service: employees following you through the shop almost expecting you to steal something! Especially, when you‘re a foreigner or rather look like one 🙄 But again, that really depends on the employee and isn’t always the case of course.
@@meral_k =) wasn't sure whether to mention it or not (bc if you're German and you randomly got it confused then I wouldn't have done it, but in case you're learning German..)
i work at a concept store that has quite expensive products and most customers who come in are/look wealthy and still there is stealing happening regularly.. we really have to follow everyone cause you never know. trying to be subtle with it is hard if the store is bigger and you kinda have to walk with them.
I do not like the idea that the customer is always right. In the US people have to be extremely nice towards customers, because otherwise they might be fired. I hate the idea that someone is nice to me, although he thinks I am an a**h**e, just because he does not want to risk his job.
I like your username. ^_^ And I agree. Although I think, a polite mannerism should be a given with everyone, being super-friendly because you`re afraid for your job is not something that makes me feel comfortable.
Why in the world would someone think you're an a-h unless you are acting like one? All I care about when I deal with service providers is their professionalism which requires treating people with kindness and good manners. Dunna doesn't quite understand that her voice and mannerisms might allow people to think they can get away with treating her rudely. Most young folks don't get it.
it's not the shop assistant's fault that the liners were scented. and I'm surprised you were allowed to return a hygiene article at all. no one owes you a smile, people have bad days. I don't like customer service in the US. it's way too annoying. in restaurants, I don't want to be disturbed every five minutes during a lovely dinner just because someone continually asks if I want refills or if my food is nice. I like the way it is in Austria. also, our waiters get paid a wage they can live off, unlike in the US, where they have to be over the top because otherwise they can't pay their rent without tips from the customer. and when I'm shopping for clothes, I want to browse in peace and if I need assistance, I'll ask for it.
@@petitecontrebassiste They are. It's a faulty product. They are legally required to either repair the fault or replace the item with a non-faulty one. They don't have to give the customer their money back (in fact, they're not even allowed to without the customer's consent), but they have to fulfill the contract.
I'm with you on the annoying part. I actually purposefully avoid places with overly friendly customer service because I dislike the fake smiles and being forced to talk to the staff. Some of them even manage to creep up on me without me noticing, usually because I'm focused on the products, and then give me half a heart attack when suddenly appearing right next to me, asking in their way-too-chipper voice: "Can I help you?" Agh, I hate that... Seriously, do you think badgering me is going to bully me into buying something? Usually it's the exact opposite, I shake my head and leave as soon as I can, most of the time without even buying anything because I don't want to be bothered every 5 minutes. I don't know why others like that kind of service. It's one thing to be polite to your customers, of course everyone working in CS needs to be polite and respectful to their customers, but I don't need a babysitter nor do I need you weaseling around me to feel important or special. Should I really need help with anything I'm quite capable of walking over and asking you. Till then, leave me alone!
O... kay... Removing the security tag without a receipt kinda defeats the purpose of a security tag... Customer service that goes so far as to enable shopfitting is... a little stupid. (I'm not inferring you stole anything but it's quite an invitation to do so...)
Do you truly think that someone who actually stole a piece of clothing would... A) Not have a device that remove the tags. B) Return to the store to ask for it to be removed? American retailers know how to earn that dollar, there is a reason that we have this unwritten (or is it written?) rule of "The customer is always right". Surely that results in some bending over backwards for some awful customers, but in general it's a far more pleasant experience for everyone involved.
@@loxlover1714 Not every shoplifter is a professional - and they wouldn't have to return, that's the point. If I know this policy, what's stopping me from taking a shirt form the rack, going to the cashier and telling them "I bought this yesterday and you forgot to remove the tag" if they don't ask me to proof the purchase? The customer is always right is a cute rule, but blind trust enables those who are wrong. And every store can only make a buck by including losses of shoplifting in the prices, so the honest customers pay for it.
@Jonathan Parks You don't have to return. You don't have to leave in the first place. If they remove the tags on faith without receipts, you can just take a piece from the rack, go to the cashier and tell them you bought it yesterday. If they don't demand proof, what are thy gonna do they do about it? Demanding a receipt for removing a security tag is just common sence.
@@minski76 It's simple math for the retailers. Let me give you another example. Do you know why in the US we haven't switched to chip-pin credit cards? In part because a lot of retailers did the math and concluded it would slow down the checkout process by some silly amount of seconds per customer. So the retailers (not the credit card issuers) rather bear the burden of loss due to less secure cards than reduce their processing bandwidth. Keep in mind that in the US business comes first and it's ALL about the money ALL of the time. I assure you American businesses are not stupid, there is a reason why this economy is top dog. If they know anything, it's how to make money.
I love love love that in DE at restaurants the servers leave you alone. That sometimes you have to flag them down to get something. I much prefer that to the way in the US the servers constantly bother you if are ok. It's so annoying. Again when entering stores where the workers have to help you with something as soon as you walk in...for instance shoe or makeup stores.
@Jonathan Parks "I certainly don't want to have to go flag down a server as it really isn't my job." that sounds super entitled. it is your job if you don't live in the US as it's not the servers' job to check your table every five minutes.
@Jonathan Parks yes, they service you at the table. that means they take your order and bring you your order. if you want something else (unless it's the meal and you've only just ordered drinks) or pay, you have to let them know. it is not in their job description to constantly check whether you want to be serviced. that's what it's like in Europe. if you don't like it, you don't have go to a restaurant/café here.
It is not the servers job to read your mind, so you better let them know. A good server in Germany will watch te costomers and look arond if someone needs stomthing
Yeah this kind of rude behaviour is sometimes annoying here in Germany. Just don't go to these stores again, when you are treated like that. I'm not a big fan of that over-exaggerated fake friendlyness, but if you work in customer service you need to be professional and treat your customers well. If you are not able to do that get another job.
I guess in Germany, the reaction you get is just overall genuine. Sure, the employee wasn't overly accommodating or friendly, but at least she didn't have to argue about returning the item
I guess Laura Line and Randy Welsh are too polite, they make sound "genuine" and "absorbed" somehow positive... it´s not... people in customer service ( and actually in any other area of life too) in Germany are just rude, they have an under develop sense of how to treat people well... off course it is a cultural thing and, that is not a positive trait in our era of globalization, not even managers and business owners realize that trying to change it would be better for everybody... they should learn from the US...
@@headoverheels615 Well, customer service is about NOT reacting in NEGATIVE way, genuine or not. On the other side, in some countries they would just refuse to refund at all.
customer service employees in germany are indeed supposed to be friendly and nice, however, I think it's less enforced, manager's are more lenient if anyone is stressed or has a bad day. Plus the overdone friendlyness of american culture is a thing that doesn't apply as much in germany, so it's easier to stray from that ideal line.
You don't need to be friendly or over friendly to offer good customer service, and to do this you don't even have to smile. What happened to her is clearly disrespectful, and what I mean by that is the sighing and eyes rolling that she received from the worker at the cash register. We all have bad days or are sometimes stressed by something, but to a certain point it is not the fault of the other person that you are going through that, so neither the customers nor the workers should try to excuse their behavior on personal circumstances.
I think there‘s another thing to note. I have some experience working in service in germany and all your examples come from places where money and items with a monetary value are exchanged and, like, I‘m used to having my own cash register and having to replace any differences in it, so just giving someone their money back or exchanging their product is just something I couldn‘t do without asking someone of a higher position first because, like, if I ended up missing an item, especially without any receipt or anything, I just don‘t have the authority to explain that to my boss so it‘ll be my own money and that‘s absolutely not part of the job. Also, when looking for service jobs in germany, treating customers nicely and helping them have a great experience is always part of the job description, but yes, one of my teamleaders at work always said „lass euch nicht ärgern“ - „don‘t let the customers be rude to you“, which was obviously also meant as „if they happen to be rude to you, call one of us and have them be rude to us“, because it basically is part of her job to deal with rude customers without ruining their day although they might be ruining hers
I never worked in customer service, but i am pretty sure i would be more on the German side. When i have a bad day - i would most certainly not run around smiling all the time. Also, when a customer is being rude or impatient or otherwise unpleasant, i would let them know for sure. Then again, i dont care much for forced happiness or forced politeness. However, i have noticed - in Germany - when talking to officials (like when i had to do examen in Hamburg university or fill out forms at the city center) - that sometimes the people there went from a neutral look of anticipation .. to an annoyed look of "why do i get the one with the poor German language skills?!?"- look. (along with a sometimes subtly audible sigh of annoyance ... the kind that is "just loud enough")
@@Luziemagick Oh, i am back home and not in Germany anymore at this time. I am quite likely to return to Hamburg eventually though. And no, those experiences certainly do not taint what Germany is like. Also - i have heard from Germans, too .. that they do not appreciate the "welcome-ness" of German city-officials themselves very much... so maybe some people working the bureaucracy there are just naturally grumpy without being personal.
Yes, the officials are (mostly) really awful. To Germans too! I think that they are forgetting that their job is called "Staatsdiener" (Servant to the State). As I get it, in a democracy, the citizens are "the state". But I never felt served by those people. Or only in the ironic way. If I would treat my customers like that, they would never ever come back. I think it is time for rating these officials on Google 😉
When I worked as a cashier and had to do a return, I tried to do it as nice as possible. But I know many of my coworkers were annoyed by our customers.
The new 800€ soldering station (made in USA) I ordered at work malfunctioned after one week. When I reached out to the customer service to get a new one I asked where I should send the defect unit. They answered that I didn't have to and to keep the old one. I didn't believe it at first because of its value, but they really just sent a new one, no questions asked.
This may have been an issue of the shipping costs to return the item would have created an even greater loss to the company. I am surprised they didn't offer to have it repaired in Germany.
Just out of curiosity, this didn’t happen at dm right? Mostly they‘re pretty nice there and I think this is part of their company culture, but I can imagine it happen at Rossmann 🤔 But you are so right, mostly people are super rude in Germany in the service sector. I worked at shops (supermarket and clothes store) for over 4 years, I was always nice to people, hell my ex broke up via text with me while I was working, I was still nice to people, crying while scanning peoples products but I was still nice 😂 and customers very often were horribly rude as well. My smile and good mood didn’t help. They often didn’t even say hello back, didn’t talk to me, wanted to talk to my manager to tell them the same thing that I did because they didn’t take me serious (wanted an old man to tell them, a young girl wasn’t believable enough). So it’s kind of a bad dynamic between rude customers and rude shop assistants
I bought a brand new station wagon for my ex wife shortly after we got married. Within a week the car began hemorrhaging oil all over the floor of my garage. After the dealership told me Ford said they were to put in a 4th new engine, I told them I wanted to speak with someone about a new car. A Ford representative met with my wife and I a few days later. To be honest, I expected a lot of push back. The representative listened to our whole story and all of the troubles we had experienced and said, "Ok, we will work out a trade for another new car that we will trade you sticker price for sticker price." My mouth must have dropped open in disbelief because the representative said, "Let me tell you something. If I didn't make this right for you, not only would you never buy another Ford in your entire life, but no one in your family would, or anyone you meet on the street until the day you die." I realize this situation is a bit different than a box of feminine products, but the principle is the same.
And btw. I don't think you are really talking about "customer service". It is more like retail. Customer service is a broader term. Retail is really specific and I don't want to work retail ever again.
I worked a short time in customer service in the UK. It was a charity shop, so it were second hand items that were sold. Policy was that customers can bring the items back als long as the price tags of our shop were still on the clothes.
I have had customer service jobs most of my life. Furthermore, I consider that regardless of my job I always have a customer, even though they may not be an external one. In my last job I worked in a large law firm. When I would go to my boss with a customer issue, his first question would always be, "Who is it for, and what is the position in the firm?" This really REALLY bothered me. I treated everyone with the same level of respectful customer service. If you were an admin assistant you I treated you no different than I would the Managing Partner. Braking company policy for someone because of the position is extremely uncool. First of all, it makes my job harder because that "favor" gets around and then I eventually have to deal with, "Well you did it for (insert employee name here.)" When I explained this to my boss he would say, "Do it anyway." In a way, this behavior promotes and enables customers who push their bad behavior onto employees. I personally lose a great deal of respect for someone who I know goes against company policy for me because I believe them to be someone that doesn't respect their employer, their job, and in some cases the law. It makes me uncomfortable to know that the employee did something for me that they should not have done. None of the examples you gave today fit this category. I'm speaking of situations where company policy has been put into place for employee safety, and insurance purposes, or to prevent the risk of a liability coming back on our company and or department.
You would have been arrested for stealing 😂 I work in a store famous for good customer service, and I have to say, it mostly is a joy to me being helpful for customers. Today the grandfather of a young man brought me "Thank you" flowers, that was soooo sweat! But what many people get wrong: if you buy something, you are signing a contract. There is No right to return things, except if it is out of order or not like offered. All returns are a service. And I often met people who tried to take advantage, even obviously destroyed their items to get their money back after they had used the thing. But I agree with you that many service-people do not know how to handle a proper return so the customer is satisfied in the end. I also struggle sometimes. But I try my best and try to inform me further how to do it right.
I usually agree with you on most subjects but the usual thing to do with the panty liners would be to send them to the manufacturers explaining their mistake. They can sometimes be quite generous with compensation. If you go back to the shop you should go to the information desk - not the cashier.
I think this is a little bit short sighted...this isn't just a question of how friendly someone is, but also a question of what kind of customer protection you have overall. (Spoiler alert: Customers in Germany are usually better protected, both from exploitative contracts and regarding their data protection) I never had a problem to return anything in Germany btw. I am always wondering where this so called "service desert" actually is.
I don't like this "Arschkriecherei" in the USA. I sometimes experienced this "false friendliness" a lot. This was especially bad if they could not help me or did not want to help me. It felt like they are hiding their pleasure under that cloak of false friendliness. In such cases I appreciate that direct honesty you talked about in the end. I also have an advice for you. Whenever you want something from someone here in Germany, your best bet is being friendly yourself in the first place. In most cases that pays off really well, even if they don't want to help you.
I totally agree with you. Spread kindness. And even when losing money by taking some things back, often times by making a customer happy you will gain a loyal customer that sticks with you. That said as a customer I would try not to return things that are inexpensive and the shop is likely to throw in the trash but rather give them to friends. That way we can all save resources.
I work in a store in the Netherlands, and before that I also have worked in a customer service callcenter. What I've noticed about the last 10 jaars is that customers are getting 'mouthier' which means they think they're king/queen because they pay. And they can decide inside the store what they going to pay and how much service they get. And if you don't get along with that, your service sucks. Surely, if you work in a shop, you have be polite and be helpful to the client. But the shop decides how far service goes, and that is not always the same thing as saying 'the customer is always right'. As a former boss of mine always said: The customer is KING, but he's also a GUEST in OUR house. He has to behave like that. Still, being polite and understanding works both ways.
Fun fact I googled: On almost all articles in the USA there is a right of return of 90 days, in contrast to Germany, where many shops do this only as a gesture of goodwill or only if the article was damaged or rotten/rancid at the time of purchase (warranty/Gewährleistung). This even applies to food. (Me as a German: WWhhaatt??? 90 days even for food??)
The difference between the two instances in the same German shop is that in the first one, you wanted money back and in the second one, you wanted to spend money there. That usually decides how your customer service is going to be here.
I work in seafood in America " service counter " I wish I could to talk to customers how some talk to me. Most are fine but there is a few. Even snap their fingers at me. That just makes me so so mad. And if they are on their phone I do ignore them and take customers that are not on their phone. Some will say hey I was next and I will say oh I didn't think you were ready since you were on your phone. Sorry I'll help you next. Most dont even realize I skipped them. Me and my coworkers say the walkin. ( it's the big refrigerator you can walk into) that where you shout and say what you want ,what you could not say to a bad customer. And yes unless the customer is using a lot of bad language or violent is the only time we do not get fired for telling the customer they must leave . Or put our hands on them.
I'm from Poland and one time when I bought a piece of clothing in Poland an employee also didn't remove the alarm thing and it also didn't set off the alarm when I left the store . I noticed the alarm thing at home couple days later (I think I still had the receipt). When I entered the store the alarm started ringing (it was the shop without security) so I walked straight to the cashier and showed my piece of clothing with the alarm thing, an employee immediately removed it without asking any questions and she even apologised for the inconvenience (maybe I wasn't the only one with the same problem ???). I think that I didn't even showed my receipt. So I think that Germany could pleasantly surprise you in the similar situation.
The weakness in the US system is that sometimes real problems don't get fixed quickly, though you do get your money back. I was being billed incorrectly by AT&T around 1998-1999, it was a small amount and I kept calling in and having the bill adjusted, but it took months for the billing system to be correct. Just fixing the bill isn't always the only thing needed. It helped that I worked for AT&T at the time so I was familiar with the billing system
I totally agree! I love the customer service in the US. And inhale worked in so many service things, I always tried to be super friendly. I had also the luck, that I was allowed to speak up, if someone was rude to me. And this unfortunately happens quite often.. Especially old men, that think the young girls working in the service are like their property or their servants.. (Ich worked in Germany)
I've made a nice experience in the US I've never had in Germany. I went to a big store and did not find what I'm searching for. I asked an employee where I can find this special thing. He ask me for waiting a moment, went away and came back with three different sorts of the product. I chosen one and he was so friendly and helpful. It's a great difference between the US and Germany 🙂
Sorry, the soda story doesn't put ME in a great mood. You obviously didn't mean to, but essentially, you did take a product for free by this method. If people missuse the system (and there are always people who do), that is a form of legalized "stealing", that shops are forced to put up with. If you bought the wrong product, it was your own mistake, so stores should not HAVE to give you your money back/a different product. They can't sell the returned product either in the same way as before or at all (food safety!), so a lot gets thrown out and wasted. It`s a loss for the store in any way, that they can`t prevent from happening, because it`s soley the customers fault. If there was an actual mistake/problem with the product, you can return it in germany as well, but it is rather unusual to do so for germans with products of little value (we would most likely just give the scented liners to a friend/family member and buy new ones), which is why some employees will be less than thrilled with you. I think they should have been friendlier to you, as you actually had good reason to return it in this case, but it is a lot of paper work for them and they might have felt, that it wasn`t really worth it for that amount. Also: they had to throw that package of perfectly fine (although not scentless) liners out, which would have annoyed me personally the most. It does no longer meet hygene criteria, so it is trash - it`s a waste. You do have the option of picking stores with good customer service in cases where you actually deserve a refund or similar by german standards. Tschibo usually has great customer service... ^_~
I am German-Polish and I definitely enjoy most of the time the American customer service more, but I have also lived in the US for almost two years and my fiancee is American, too. So I have been somewhat exposed to this other service culture in the past. But I have also seen a few other clients (thankfully not often) in the US who seemed to be very entitled and seemed like they tried to exploit the system. And I totally agree on the healthy middle ground!
Of course here you mainly compare the attitude of the employees, if they smile at you, if they handle your case in a friendly way, etc. But on the next level, is the customer service really that good in the USA? What is the law with regard to customer service and what the seller can exclude from their service? E.g. I would consider the terms and conditions of Apple Inc., a wellknown American company, to be very poor. And they even apply the same terms and conditions to sales they make here in Europe, even when that is clearly against the local law, because it is allowed in the USA and they just don't care what is the situation here. I'm sure the people in the US in the Apple stores bring you the bad news (e.g. that your repair will not be covered by warranty and that it will cost you as much as buying a new device) with a smile and in a very friendly way, but what does that really bring when the product they sold you was bad to begin with? At least in Europe you have some basic rights w.r.t. a good product and for how long it should operate unaffected by manufacturing defects, and even when the employees handling it may get grumpy when you point them at their rights, they are still obliged to handle it. (even when the terms and conditions the items are sold under deny such rights)
one thing is return policies, another customer service, and I like being treated nice, not like they're doing me a favor here in Germany selling me something. I also never had a problem in the US returning things, I don't buy apple products, so I am not familiar with their return policies, but as for anything else goes, it was really easy to return stuff, I really miss that...
@@kimwold In general in European laws there is no right to undo a sale. So it is not like "I buy something and when at home I don't like it I'll just return it". That is mentioned also in other replies here. I don't know if there is such a right in the USA. Aside from that, stores in Europe commonly offer a return policy, but they can put restrictions on that like "you need to present the receipt", "the article has to be unopened/unused", etc. Basically "we can put it back in the shelf for the next customer, and we can be reasonably sure you did not just steal it". As it is a grace, rather than a right, it is understandable that handling of the whole matter is less smooth. (such a right to return goods without motivation *Does* exist for online purchase, however! so in Europe you have more rights when buying online than when buying in shops) A completely different matter is returning goods because they are not "fit for purpose". It looks like rights for that are much more extensive in Europe than in the USA. When you buy something and it appears broken within a short time, you have the right to receive a new well-working replacement or your money back. When it breaks within a commonly understood reasonable amount of time for that good, you should receive repair service or a reasonable offer of money back/replacement with discount proportional to how long you already used it. This is what Apple Inc. totally disrespects. When you buy an Apple device and return it as broken the next day ("dead on arrival"), it is taken in for repair and replaced with an already repaired device (refurbished). This is totally unacceptable in European law. The customer has the right to get a new unused device, and when requesting a replacement within say 2 weeks they should get another new device, not a refurbished device. No matter if this is written in any agreement signed or not signed between Apple and the customer. Also, when a device breaks within reasonable time (like 1 year for a device you can reasonably expect to work for 3 years) without being abused by the customer it is not acceptable to just say "well it would cost you $2000 to repair it and we will sell you a new one for $1000" as appears to be common at Apple. In that regard it has to be understood that a device badly designed to handle commonly expected usage still has to be repaired for a reasonable fee. It is the responsibility of the manufacturer to design equipment that is able to withstand the common usage (so you cannot simply claim "water damage due to sweat or condensation", it would have to be "water spilled over the device"). Now here it of course gets difficult when making such claims at a store. The employee may not exactly know the law, they may think that their own shop rules have precedence above the law (they don't!), the rules may be written by people from another region (as is the case with Apple Inc.), and the whole thing is going to cost them money, so they probably are not that friendly anymore especially when they own the store rather than just working there, or they work under some management that judges them on such returns.
You must remember that i Germany Service cost 3 Euro/min, the stuff you bring back is thrown out. Where I live Lidl had a garagesale once with all the returned/not sold items, but I think they have given up.
I tried to return something to Aldi and they made me fill out a form with my personal info. They make it very unpleasant. I get the feeling that the employees think you are stealing money from their paycheck when you request a refund/exchange. And vice versa if you're buying Halloween makeup, something in their brain says you're peresonally contributing to their paycheck. It's so typical that the lady argued with you that they didn't smell too bad. My favorite example of the differences in CS between the two countries: It was my German husband's first time in America and I wanted to return an open bag of dried Mangoes because they didn't taste good. I did not have the receipt. Being German he couldn't comprehend how that would work out so he told me, "I'm gonna go wait by the exit as you attempt this." OK...I gave the open, partially eaten sack of Mangoes to the checker and said, "They don't taste good" and without a single question she handed me cash money. No receipt. My husband learned that day about CS in America.
But how do they know that it was bbought at their store when you don't have a receipt? You could have bought the product somewhere else. I guess it is not such a problem when you go to chain inb the US but supermarkets here have different owners. Some are owned by the chain, others are just a franchise or individual salesmen. So why should Mr. Miller who owns Edeka A does a return on an item that you also could have bought in Mr. Smith's Edeka B without a proof that you have actually bought it there? And the profit margins are very small in retail here in Germany. So the shops are not keen on doing this. Unlike in mail order or internet order they are not legally obliged to take items back. Only when it is broken or bad (food)
I guess you kinda explained to yourself why employees are often not the friendliest when it comes to returning stuff in your example with the hygiene product, namely, it's a hassle. You said it yourself, they have to go through the technical process, maybe call a manager etc. Storno or something like that is often not the easiest process I think, maybe also to disencourage abuse.
That is kinda weird, it is important in Germany to be kind and welcoming to the costumers it is a part of the job. It is kinda weird that something gets a wrong advertising, cause basically it shouldn't be like that but you can't really sue them. But it is common in Germany if something should get out soon you probably won't get it earlier, maybe if you have some connections then yes. But returning anything that you might have used or lost one thing, even if you have the receipt, you won't get probably the return. Because of some hygiene policies or because you opend it already. But it surprised me that some services had been so rude, I mean we have to be professional and be even kind to people who are totally assholes.
Honestly, I suspect the sales person just misread Donna's attempt to be friendly as her complaining about the product (most likely in ear shot of other customers), and hence reacted snappish. In most of those situations it is simply a misunderstanding. They think that they are doing something very gracious by accepting back an already opened product (which they can't sell to someone else, so it is an automatic loss for them), and now this customer is there loudly talking about the scent of the product in front of other customers, while they go through the hassle of taking the product back. Which they most likely sell every day without any complains.
In germany you must remember it cost 0.5 Euro/Min. if you want somebody to bag your stuff or do something els for you. That is also why you must bring the cart back yourself.
"Customer Service" is not even seen as a profession in Germany. People usually work as sales attendants in particular branches - e.g. clothing. Ironically, these used to be positions built on a several years long training (Ausbildung) with a focus on product knowledge. But this is changing. More and more sales positions are filled with unqualified workers, student jobs etc.. I said "ironically" because with the old style professionally trained "Verkäufer" being friendly to customers was not part of the job description - at least not one that could be enforced. Yet, with part-time personnel it is more so. The reason for that is that the well-trained, professional "Verkäufer" have oftentimes worked in their jobs for many years and can no longer be fired very easily. So, again ironically, the sales persons with the best salaries and best job security are often the most unfriendly and grumpy, while sales assistants in insecure positions need to be more friendly in order to make a good impression for their superiors.
I agree with the statement, that customer service in Germany could be much better. I wouldn't concentrate just on friendliness, but much more on cases of customer complaint. But in the end it's a case of anticipation. In both countries you get what you expect - if you are used to it. I claim to be a quite friendly person, and so I almost never have problems with any staff members of shops or grocery stores. I once heard an American complain about the staff of a boutique or closing in time,so they were asked to leave the shop at closin time. This would never happen in America, she said. I answered, that most Germans accept, that the shop assistant maybe has to get the bus in time, that maybe her children wait for her at home, that she don't want to pay a babysitter for an hour more or that there are homework to control and dinner is to be made and so on. There was a time I tried to work in a gaz station, and my boss always said, I should smile more and so on. In the evening my face hurt from that unnatural grinning all day, and I wasn't a friendly person any more. So I also agree with your "twist": There is much space for developing customer service in Germany, but we always should be aware, that any staff members are normal people, not robots and not actors. And, maybe this is an European thing, but I think, most customers like to deal with real people. If she or he smiles at me, than I want a "real" smile. If not, I am pleased with a professional transaction.
It also seems to be a difference in doctrine, especially in stores. It seems to me like the US customer service is about the customer being happy first and the business running second, whereas in Germany it's more like keeping the business running and helping the customers if really necessary. Like, in the US, you've got people whose Job it is, to make it easier for the customer, whereas in Germany, you man the register or stock shelves and as a customer, you usually have to annoy someone stocking if you're lost, therefore it feels normal to meet someone grumpy because you literally keep them from doing their job.
deine videos sind so toll. ich genieße deine ansichten und blick auf die dinge! ich glaube vielen fällt garnicht auf, wie genau du auf sprache und sozialen unterschiede zwischen den usa und deutschland eingehst. vor allem, da du dinge beschreibst, die viele garnicht so wahrnehmen würden..., aber genau die beschreiben den unterschied, weniger die normalen klischees die "leute" so draufhaben. weiter so! ich hoffe dir gehen niemals die themen aus. grüße auch an stephan ::D
While german customer service is not great, personally I've never experienced someone being really rude to me. I guess sometimes the employees make customers feel like they are annoying because they get asked to do things or answer questions that actually aren't part of their job. I've often heard tourists complain about how rude german customer service is because the security guy at the train station didn't tell them when the next train to munich was supposed to come. Or because the person responsible for refilling the shelves in the supermarket couldn't tell them what the milk costs. But thats not their job, either someone else is responsible for that kind of question or the customer could easily figure it out himself. I've often been asked questions I couldn't answer because they were not part of my job ('My son is supposed to read a specific book for school but we don't remember what it's called. He's in 5th grade at xyz school. Do you have that book he needs?' and some customers got really aggressive when I told them I don't know (or to ask someone else, like the sons teacher, because how on earth am I supposed to know what book he needs?). But apart from that, german customer service is still bad, especially when you want to return something. Though I would not have returned the liners you talked about at the grocery store, but would have talked to the company that produced them. I would just return something at the grocery store if the fault for what ever is wrong with it is on them or they have to take action about it (e.g. I found pantry moths in the flour I just bought and they have to check their shelves and stock for more). If the fault is on me (e.g. I bought the wrong thing) I won't return it . If the fault is on the company that produced the product (e.g. they marketed scented liners as 'not scented') I will contact them to get my money back.
I am working in a store and if someone brings something back, it is annoying for me, because I have to call for special coworkers and then we have to wait for them. It's always a lot more work for us to do and it really takes some time. But I always try to be as friendly as possible And at Müller you often can't return hygiene products if they are opend
Now I lack the reference of a "typical American customer service experience" - but I get the impression that around here (Germany) the question is more about responsibility than anything else. Take the cashier with the pads; you didn't get what you wanted and you wanted to return it and get your money back. That's fair. However, the fault doesn't lie with the cashier or the store but the company. From the cashiers point of view they are supposed to work quickly, scan take the money bye. Someone showing up to give something back holds up the line and if other customers get upset because of it /that/ is what the cashiers are made responsible for (and by extension you). So yes, no one likes people walking up to the cashier to return stuff if there is a line. The halloween makeup is the same but the exact other way around; what do they care if they get the box from the back now or in a few hours? - Might just as well do it right now. - Though that might have been different if said person was supposed to get the shelves sorted asap. In that case you might've just gotten a somewhat rude "if you don't see it we don't have it yet - come back tomorrow or next week" That being said: The unnecessary eye-rolling is strong with German "customer service". I like it no-nonsense and quick and efficient; so, in the case of the pad-cashier: yes. I want my money back and I don't want anything else - but you don't need to roll your eyes because of it - but you don't need to apologize or anything either. It's neither your nor my fault so let's just get it over and done with as quickly as possible.
I'd disagree. The cashier is a representative of the store and although it is not personally the cashiers fault the mistake happened, they should apologise on the store's behalf. A simple "Oh, I'm sorry for the mistake. You can return the item with no problem!" would be fine.
@@Fred-hx7uc but it's not the store's fault either that the information on the packaging isn't accurate. they have to deal with someone else's (the company that is responsible for the labelling on the packaging) mistake - at their own expense (aka making people in line wait longer than usual while it is their responsibility as a cashier to be quick so that people don't have to wait). So from a cashiers point of view someone wants them to assume responsibility for something they are not responsible for and in the process they are made to neglect their actual responsibilities - which they will have to justify when the store manager asks about it. which is also why I ask for the store manager / ask someone who isn't dealing with other customers to get me the person responsible for taking back items (half the time that ends up being the cashier - but hej, at least I tried)
@@Anakianaj I understand your argument, but the store is still the one selling the item with the inaccurate packaging to the public -- which they accepted from the company/manufacture who sold them it, therefore taking on some of the responsibility. Most stores also have people who work in the stock area out back which should be checking everything before putting it out to sale. It's not hard for the store to take some of the blame in situations like this. You can also apologise without taking full responsibility, like saying "I'm sorry this happened. I'll accept the return of the item." Also, most stores have a customer service or returns desk, therefore you do not go to a cashier and 'hold up the line'.
@@karinland8533 It is the store's fault for selling an incorrectly packaged item, and the cashier is a representative of said store. So an apology from the cashier on the store's behalf would be very appropriate in this situation.
Having worked in both retail and gastronomy in Germany my experience is that the rules surrounding returns or complaints from customers from the company can be pretty strict. So while I might like to help you with that calendar you bought and only realized you already had one in February, I am instructed by my boss to not accept returns of calendars past the new year. And it's really frustrating when customers were told the rules of returning a purchase, like needing a receipt or having to return it within a set number of weeks and so on when they bought the item and I remember explaining it to them and they still come back half a year later, no receipt with a book that probably was purchased at another bookshop because we haven't had it in stock for years. Why should I need to be friendly? You are obviously either consciously trying to dupe us or are just really stupid. None of that is my fault, but if I go through with your wishes, my boss will lecture me.
At the very least, you need to be polite, regardless of the circumstances.....and this includes not rolling your eyes. You can be apologetic in a business-like way, simply saying: "I'm sorry, I can't offer you a refund for that." And you must maintain that polite professionalism even if the customer becomes rude, even while you're preparing to call security....
@@erictrumpler9652 I'm friendly at first, but honestly, if a customer is refusing to see reason when they're in the wrong, I get pretty icy. And so does my boss. You might see it differently, but in my opinion a cashier, a salesman or woman or anyone else working in customer service is still a person and does not have to take verbal abuse, shouting, calling names etc. with a smile.
About that box of liners.. "Ohne Duft" means without perfume, not without scent. They still may smell like something - that doesn't give you the right to return it. So from a German point of view it was totally understandable that these people were irritated. You can always return products that have some defect, like rotten food. That's fine. But just not liking an opened (and therefore not resalable) product after all, that's not a good reason. Yes, we don't have that "customer is always king" mentality, but I don't think it is a fair one anyway. Why should a supermarket pay for that box of liners or any other item, just because the customer made the wrong choice? Clothes are at least resalable, but opened stuff isn't.
yes, depending on the store, i would look for an "information desk" (eg in the big electronics shops) or for another employee in the store, but not block the line at the cash registers where the cashier probably has to call someone else anyway to help exchange the article (to decide in the first place, or simply to type in a code for undoing the original transaction, etc). in eg a smaller shop or supermarket i might go to the registers "from the wrong side" (the entry/exit), wait for the current customer to be done and quickly ask where i can return some bad product (just as i do when i need a 1€ coin to use a cart for shopping) which also would ensure that someone knows that i have entered the shop with some goods (eg in the case of the forgotten security tag). that other employee should have more time for you than the cashier, might be able to react in a better way to the complaint and also help look for some other product that suits your expectations better.
Die Latzhose steht dir echt gut! Ich wusste gar nicht, dass man sowas noch kaufen kann. Aber vermutlich jede/r Deutsche in meinem Alter dürfte beim Stichwort "Latzhose" an eine gewisse Fernsehserie denken, die seit 1981 im ZDF ausgestrahlt wird.
Hi, Dana. Please allow me to comment on your comment on a customer asking an employee something and you postulating *in the USA* that it should be OK for the employee to say (courteously and respectfully, of course . . .) that "I'm sorry; now isn't a good time." I wonder if, in Germany, there are more employees around any usual store (like a pharmacy or supermarket or combination thereof or a big-box store) than there are in the USA. You hardly ever see any employees at all. So . . . could you imagine what a customer in the USA would do if sun employee said that, with the customer knowing they'd have to walk all around the store again? True, a lot of supermarkets have customer service counters, but most of the time there's no one at them. I understand your point, Dana, but it is a little more complicated.
Wasn’t I lucky? I don’t recall any negative customer service incidents during the time I lived in Germany. My language skills were limited and my former spouse would have had to handle any such conversation but I still don’t recall any.
Ich work in Germany for a health insurance at the service telephone. Mostly the customers are polite and the only thing is, to make clear that they must follow processes to get all done like they want it. Most times, it works... ;-)
A friend of mine from Canada works in a toy store inside a mall in Toronto. He has to deal with lots of parents (the worst kind of customers) and when I told him that in Germany you're not required to smile and bother the customers all the time. He said that that's paradise 😂 Being polite and helpful is definitely required but you don't have to act like the customer is your best friend. And smiling all the time is really creepy ...
Been here for 28 years and customer service sucks just as bad as it did back in the early 90s. You get better customer service online than in an actual store.
I work in a tech support hotline's second level for one of germany's biggest mobile providers. We often have customers who (I hope) wouldn't say face to face what they say on the phone. One extreme example was a customer who actually asked me if we do anything else than eff around. In german he almost literally said: "Macht ihr da auch was anderes als nur dumm rumzuf...?". I was sooo tempted to say "No" ;) Other customers are really nice, even though we sometimes just can't help. I think my favorite customers are erlderly people that have basic technical knowlegde, but know that they don't know every detail. Those are really grateful for the help. Working in second level, I sadly often have to fix stuff that was screwed up in first level. Part of the reason for this is that german outsource callcenters tend to employ anyone who applies for a job, no matter the qualifications. To find better qualified personnel, they'd have to pay way more than they usually do, which they refuse.
You are quite right both sides could learn from the other. Having worked on the phone of Customer Service has made me take more time, as many companies want the case closed ASAP. Meaning you get a call soon after the customer hangs up. As for friendliness, it does make the day easier for both sides and at time speeds things up. Remeber: Patience is a virtue!
TL;DR: Too long additions from the perspective of someone working in German customer Service. Service often comes short due to lack of work power and superiors prioritizing efficiency. I've worked in different stores' customer service in Germany and I'd like to give you my perspective: 1.) Returning an item without the receipt. I don't get why that is even up for debate. If you can't proof you paid for the item, you can't expect to see "your money" back. I've lost count of the times people have tried to scam preferably new, insecure trainees into getting "their money" back. This policy helps protect us clerks from scams and safes so much time, because there is no room for debate. 2.) Returning a low priced item (with receipt). Clerks make you feel like it's a hassle because that's what it is in most cases. The process is often complicated by technical procedures and human resources. You need authorized staff to do it, but you're understaffed anyway and your colleague has to interrupt more important work to do this. And all of that for a few Euros makes it feel like so much wasted time. Do you really need those 1.5€ to pay your rent? And if you do, shouldn't you think more carefully before purchasing an item? An example: we sell smartphone cases 1€ a piece. It's written on the package and on the shelf which type of smartphone fits the case. I tell customers everyday "it only fits the type that's written on the package" and everyday, people buy a case, rip the package open and, surprise surprise, "It doesn't fit!" Now I have a perfectly fine item that I can't re-sell, because the package is ripped and I have to throw it away. This is just one example out if many I could give. Also the good old saying "Wie man in den Wald hinein ruft.." applies. I am so happy no superior has ever forced me to suck up to unfriendly customers. Every place I've worked at had the unwritten rule: "If they are a burden, let them go and be happy if they say (I'll never come back!)" If people don't greet me, I don't greet them. If they are on the phone and ignore me, I do the same. Lastly, I'd like to say that no one is without fault. Bad days happen, mood swings happen, lazy days happen. As you said, we pass these emotions on to the people surrounding us. However, if you've worked in CS, I'm sure you are very well aware that holds true for the clerk as well. They have to deal with peoples foul moods and weird behaviour 8 hours straight. So losing your cool is not uncommon. It is not like being friendly and helpful is not valued in german customer service. However, efficiency (the stereotype that is a stereotype because it is true) and self-value are also very high up on that list. And when it comes down to it, most superiors will proritize efficiency over service. I've seldomly received praise from superiors for "handling that customer well" or "being very attentive". On the other hand, I get scolded if I haven't worked off my assignments or did a half-assed job on daily duties. There have even been cases when I was told to "not waste so much time on that customer" or "taking the service too far for the little money it brings". Try staying motivated to be genuinly nice when that is the behavior that is re-inforced. I understand that you made this video from a customer-perpective, but with the preface that you have experience in CS, I missed a shout-out for the people from the other side. Communication is never a one-way street. Maybe you could adress the employee perspective in another video? I'd be interested in your experiences in the US. Welp, this is a long post. But I felt I had to give another perspective.
I'm agree with you, the german customer service are not so polite than the service in other countries. Some of the people, who are working in the customer service have no focus for that, what the customer want.
Believe it or not, Dana, Germany already has learned from the US! If you think it's bad now, you should have been there in the 90s. It was horrific! Still there's room for improvement! But I do prefer the middle ground you're describing. Also as far as the easy returns go: The American way often leads to a lot of returned products being destroyed because they are no longer sellable... see the Amazon dilemma.
Here's my awesome reverse culture shock story. I, German living in the US for the last 15 years, was visiting my family in the south of Germany. We were at a rural cafe and I asked if they happened to have any soy milk for my coffee. The server looked at me and said with a straight face: "Well, yes, we do but it just wouldn't be worth it opening it just for you." 😳!! I suppose I don't appreciate wastefulness either but as far as customer service goes, my poor, shocked, americanized soul gives that an F. Or a 6.
I think the difference are different work ethics. To me as a German the American way of service sometimes feels a little forced and fake. Like I get the idea, that if you work in customer service you’re supposed to be nice. But I hate the idea, that you have to let people walk all over you. I feel in Germany it’s more like you’re supposed to be friendly and it definitely is part of the job to be helpful, smiling and make conversation with the customers, but in the other hand they want it to be authentic. To your experience with the tissues. I think in Germany it’s generally considered a bit over the top to return something that is only worth 1,50€. They were probably just thinking, gosh, this women is really wanting me to call the freaking manager for 1,50€ and was pissed because of that. I definitely agree with you. The were not marketed correctly and you had every right to return them, but that was probably what the lady was thinking. The return probably took up some time and stopped the line, so she was probably also pissed that other people had to wait, because of the 1,50€. That’s just what I’m thinking. It’s just a slight difference in what people consider to be rude and what not. Also, i think Customer Service is basically only required to be nice, when there is a chance of selling you something. There job is to SELL, that’s their main focus, and I guess in the us their primary focus is probably to give you a nice shopping experience. In german clothing stores for example they will always chat you up and tell you how good everything looks on you, but it you’re only coming to return something they don’t really care as much.
The worst customer service I ever had was from an american website (I'm german). Their messages were SOOO annoying! They are a very 'hip', 'young' side, trying waay too hard to be cool. Their messages were full of 'cool' spelling mistakes, really awful grammar, half the message was unnecessary chitchat and they seemed to ignore almost everything I sad. I did not feel like I was being taken seriously at all. At some point I stayed up until 3 a.m., so I could call the help line, which helped a little in the end. I still couldn't get my money back, only storecredit, which is illegal, as far as I know.
I think you would love British customer service. Everything is hassle free, but I have seen employees stand up to rude customers. As a German, British customer service certainly was refreshing!
Of course the job description in shops, restaurants etc usually requires friendliness and politeness. But unfortunately some stores etc have a really bad working atmosphere, lots of pressure and - as has been said here before - there is no universal right to get your money back, it costs the cashier precious time and it also minimizes the sales volume. And lots of costumers c ome with an attitude and don't treat sales people, waiting staff etc very nicely. So always being polite and friendly would be nice but often feels counterintuitive. In my experience the overall working atmosphere makes all the difference.
Here in Germany the law doesn't allow moods to be in work contracts, which is one reason Walmart failed - their contracts were full of things illegal in Germany.
I`m totaly agree. When I came back from a vacation in the US and Canada I have had a culture shock. Never before I realiced, that it`s so cold and unfriendly in Germany. It`s so much easier to be friendly, do "small talk" and give a smile in the "all-days-stress". It is absolutely no fun to go with my american friend to the jobcenter or Ausländeramt. I try to help him to live with that rude surrounding. Germany could learn a lot.
Germans just sound miserable. They seem to always be pessimistic or negative about things unless they know you or feel like they have to instead of being just chill.
In Canada unless the store is really small there is a separate counter for returns so no none making a purchase is held up. We like the Americans also expect and receive polite service when making a refund. In the case of the perfumed product being advertised as scent free, although it isn’t the clerks fault for the misrepresentation of the product it is the Stores buyers responsibility to bring in product as advertised so an apology on behalf of the stores would be expected.
I think the problem is that in Germany stores, restaurants and hotels are always understaffed. In my hotel in Chicago there were more than double of the staff than in the German hotel with more rooms. Even in restaurants in the US you have like 5 servers where in Germany you have maybe 2. And this is probably because in the US it is tip based and in Germany not. So you can hire more people for the same amount of money for one person in Germany. And more staff means you can take better care of customers. Besides in Germany it us a hustle to do your duties and take care of special requests of customers.
Today I picked up my blanket from the laundry shop. The blanket was washed but not packed in. I already payed in advance. I asked the woman at the counter if she could be so nice to pack the blanket in. Then she put it in an open plastic bag although it's raining. A typical example how in Germany the service doesn't think fully from the eyes of the customer. Either you have enough energy as a customer to beg for the most self-evident things and often risk an unfriendly answer or even pretty rough rejection or you live with annoying inconviences as a customer. These kind of things will often happen in Germany. Ans I say that as a German who is proud and happy about a lot of things in this country. But, let's be honest: Service is often bad in Germany. Maybe we Germans can mind that and be more friendly next time when it comes to a service situation.
why would you bring back a 1.50€ product? we have a saying here, iam not sure if it makes sense in english: "wer ständig auf seine rechte pocht bekommt wunde finger" literal if you are knocking with your fingers on the table to enforce every tiny right you have, your fingers will get hurt. and the meaning is that the effort or the resistance you have to fight against is not always worth it. also that cashier will remember your face, he/she will roll eyes again when you buy something in this place next time.
i can tell a fake and true smile apart easily. havent had a great time with service back in the us, but no bad experience either. in germany i would say its 50 50. if the service is good and friendly its usually honest and i have a way better experience. but having negative emotions towards a customer out of bad mood is a no go when working with people, in my opinion.
In Germany I would never bother to return something below say 10 Euro. It's just not worth the hustle. I will remember the brand and product and make sure to not repeat the "mistake". :)
Also a reminder to shop-Owners: Don't get too polite to German customers. Walmart tried their "American ways" here in Germany and pulled out of the market entirely soon after. There are many explanations given of why they couldn't make it in Germany, but one that constantly comes up is that they forced every worker to smile at the customers. This creeped out both the employees and the customers. Also the motivational "Walmart"-chanting at the beginning of each shift really rubbed the German workforce the wrong way.
This. Haha.
Additionally to me the cashier wasn't unfriendly, she was just German. Probably didn't even mean it in any kind of negative way.
Also the manager not greeting and just getting the thing done as fast as possible is rather professional than rude in my opinion. Especially considering all the costumers waiting in line... just for an item worth 1,50€...
esmai I thought about that as well.
Somehow I immediately sided with the cashier and the manager. Even though Donna seems like a lovely person from her videos, the idea of a customer joking while holding up the queue for something as trivial as 1,50 triggered my own experiences back in Germany, both as a customer in that queue and as somebody working in said shop.
If I wanted to exchange something, it’s always easier to first ask somebody who is not already busy working the register. But maybe that really is just me being German.
@@xYonowaaru Die deutsche Höflichkeit ist keine Umstände zu machen.
Creeped them out because smiling is not a natural thing in Germany, so instead of the actual smile you get a pair of stretched lips and annoyed eyes - nothing to do with actual smiling. I was served by a fake smiler in Apple in Berlin and yes it is creepy. Covering a pile of attitude with a smile only highlights it. I felt like the woman would explode any moment in my face.
That is what I was thinking of, too.
I worked for apple care in germany and they told us to get personal with the customers. Using for example you/ in german Du, when talking to them. I kept saying the other you/ in german Sie. One day a customer told me, that saying sie and mr. soandso was so much better. The customer didn't liked the Du form. He felt treaded with more respect by this.
in denmark we are told to use du for the younger gen. and de(Sie) for the older gen. for that reason
@@XD123daniel that makes absolute sense to me!
Du is used in private only. If someone in a store calls me "Du" i will leave in the minute. I want to explain why. Buying something is giving money for a product. No more. So why should i be Friends with the employee ?. Deal is a deal.
@@TheHibener nothing about being friends, most in my gen just see it as unnecessary formality, but here you won't find anyone younger than 70 using De(Sie) either
@@XD123daniel everyone feels different about it. That's ok
You know what is weird? This over-the-top customer service that you mention, is something that always scares me in the US - I am always prepared to tell a waiter that it is okay to just come to let me order what I think without hearing any unsolicited recommendations, bring the food, take the dishes out and let me pay, and I will give them a nice tip anyway, because being asked all the time if everything is okay, and if I was feeling well that day, etc. is quite obnoxious to me. The same goes for supermarkets. I prefer it the European way; as a purely transactional conversation. American customer service makes me nervous, but when I am there, I don't comment on it, because I know that when in Rome, do as the Romans do. Still, that being said, I believe American customer service would not work in Germany as it would be perceived as most Germans as creepy..
I feel the same way; I like doing my shopping in peace without someone continually nagging me, same goes for restaurants. I have very bad social anxiety so being forced to chit-chat or otherwise be seen as a rude customer..that idea is just not for me at all.
Yeah, sometimes too friendly is annoying. But unfriendly is just bad business.
there is a study of Walmarts experience on the German retail market and that fundamental misunderstanding of the way germans preferred customer service is one of the reasons why they failed.
I remember the "greeters" and the "following helpers" as well as the fake over friendliness of the cashiers they had ... it was creepy as hell! But I also see that sometimes here in Germany there certainly is room to improve customer service while maintaining a professional friendleness.
@@phantasia5179 oh I've heard about that! when I was in the states and shopping at costco there was always this woman at the door greeting everyone and I was utterly confused as to what she was doing there and if she wasn't supposed to be somewhere else. helpers following you around is actually creepy af.
@esmai lol I know, I've seen that before! (hasn't happened to me personally, but in stores like bipa (similar to dm except cheaper) and billa (similar to spar except cheaper), they sometimes follow people; in bipa especially teenagers who are trying out make-up and the like, as that tends to get stolen quite frequently. )
We call this „Servicewüste Deutschland“
Service-Guantanamo trifft es noch besser. Haben sich letztens zwei beim Bäcker gestritten wegen Café Crema und Filterkaffee 😂 das war ein Fest
@@hashtagnofilterfilter Oh je, wenn man sonst keine richtigen Probleme hat, dann streitet man sich um die richtige Bezeichnung für den Kaffee, oder 😅?
@@LunaBianca1805Es war super, Der Kunde wollte nen "einfachen normalen Kaffee" - Verkäufer fragte ergänzend ob Filterkaffe oder Crema. K: den einfachen bitte. V: ja, Filter oder Crema? K: Hören Sie mir nicht zu? einen einfachen Kaffee,Bitte? V: Entschuldigen Sie bitte das ich sicherstellen will dass sie das richtige Getränk bekommen verdammt. K: bekam sein filter kaffe und sein kuchen und lies dann sein kram stehen =) es war einfach nur kstlich ;)
@@hashtagnofilterfilter Ich kann's mir allzu bildlich vorstellen 🤣
@@hashtagnofilterfilter Für mich würde "ganz normaler Kaffee" übrigens Filterkaffee, ohne Crema, Zucker oder Milch, also " schwarz wie die Nacht" heißen 😅
yeah no, don't EVER return a piece of clothing with the security tag on it if you don't have the receipt lmao
also service job descriptions always say you have to be friendly but they don't enforce it like in the US once you get the job
The last thing you'd want is to be accused of shoplifting. It may be better to simply buy a strong magnet and remove the security tag at home.
Even in the US, if you don't have the receipt there is no way in HELL they will remove the tag for you without the receipt (exception being if you used a store credit card, they may be able to pull up the charge in their system, and print you out a copy of your receipt).
I think an exception could be made if it is the same salesperson and they remember you buying that piece of clothing earlier. Otherwise if you don't have a reciept anymore, I guess you are just out of luck.
The thing with American customer service from the perspective of a European is that it feels forced and cringey and insincere. And when you add the whole tipping thing into the mix that adds another extra layer of cringe and insincerity . When i went to the US when I was young i was convinced that americans weren't familiar with the concept of browsing because i kept being asked did i need any help within seconds of entering shops. Can i browse first ? Are people afraid to ask for help themselves ? What i want most from a person giving customer service is sincerity rather than something thats forced and cringey. I want to talk to a human being not a preprogramed robot.
I’m an American and I greatly appreciate good customer service but I hate being followed in shops!! I like when they greet me when I enter and just say “let me know if I can help you find anything!” And they leave me alone after that. Maybe I’m just too antisocial but it stresses me out being approached 3-4 times within 10 minutes of browsing 😂
Your suggestion is perfectly right, let's find a middle between German and American customer service and we should be very fine.
I think that would be the best way.
The customer service in the USA is over the top, but in my opinion it has a humongous lack of professionalism.
On the other side german customer service is very professional and normally you get quiet competent help, but it's just hard to find the service.
Shops in Germany do not have to take anything back. If they do its purely to keep customers happy. Return policies vary from shop to shop.
That is not true if there is a "Rückgaberecht".
@@Pewtah But only, when you buy things online or they are broken.
@@Pewtah there is, but that law only applies in very specific cases, usually it's the company's policy that determines whether or not something can be returned.
And that means that it‘s OK when they‘re not nice to you then?! I mean whats your point? They don‘t have to take it back by law but they do as a gesture of goodwill and that allow them to be rude to you?
There is still absolutely no reason to be rude about it. Don't make excuses for the employees. It is the exact same way in the US. Stores dont have to take anything back. They do so to make the customer happy. The only difference is the US they arent assholes about it. If I was Dana I would have never gone back to the store that was an ass about taking the liners back. It was false advertisement. It wasn't her fault.
Don't EVER feel bad when rightfully returning something to a store here in Germany, regardless of the attitude of the employees. And don't ever let a situation like that prevent you from returning things (when appropriate) in the future either.
@J. D. If what you buy is defect or there is false advertising, the seller has the obligation by law to repair or replace the item or give you your money back.
In her case, if it advertises as scentless but it smells, that is a legitimate reason that allows you to return the item.
J. D. I think by “rightful” they mean the false advertising. Ohne Duft means ohne Duft.
@J. D. If she only uses scentless she might be for example allergic to scent ones...
@@KurtFrederiksen Really? I mean I never check if these kind of products are unscented and they are never. I think it's very seldom to have some scented and if it's part of the brand...
@@KurtFrederiksen I don't know why a brand should want their product to smell like citrus when they want to sell it as unscented. Doesn't sound economic to me. And then there is the topic with allergies which makes it necessary to list such things.
U went back cause of 1.50 and it’s opened? It’s actually not their problem if the brand is lying. Just throw it into the trash or use it, because they will do the same with it, and that time u spend is for sure worth more than 1.50, just don’t buy it again.
1.50 € may not be a lot to you but for others it might. I would have done the same as Dana 🤷🏻♀️
MeralK. So u would spend 20-30min of your time for 1.50. u r bad at calculating, so you would work for 3€ an hour. If u r that poor u could pick up bottles and make more money. I think Dana is not that poor.
@@meral_k it's not the store's fault though, nor is it their job. if they take an item back then that's a courtesy, but they fully have the right not to (unless stated otherwise), especially if it's already been opened.
daisychains I didn’t say it’s the stores fault. But I would still try to get a refund
Martin Decamerone ugh, I honestly hate this mentality here in Germany, constantly being rushed in everything you do. So what if it takes me 20 min? If it’s not worth for you, that’s fine. Live your life how you want to. And I‘ll do it as I like.
I must say the German version is the better one!
You went to bring back an 1.50 Euro product because it had some "Duft"? I can totally understand the shop-employes! Everything smells a little - maybe because of the materials used, maybe from the storage, the transportation, the shop ...
I suggest buy the same product again and keep the unopened package in your kitchen for a day ... ;-)
Then, in the US you brought Soda back to the shop after a week?
Soda is Food & Beverage!
Even if you had it for short period of time and then bring it back, a shop in Germany wouldn't and shouldn't even be allowed to take it back and resell it. Who knows what someone else could have done to it.
Me at least wouldn't want to buy Food or Beverage which hasn't been in "neutral" hands until I buy it ...
Finally I do not understand why Germany has to learn from the US or the other way around.
Every time one comes up with such suggestions it's mostly because one tends to see the world Black & White, while the reality is more complicated - in this case for example differences in the legal system.
Penny markets in Germany have a posted policy of taking back any food item, no questions asked.
Why is this a problem for you?
In Deutschland und Österreich gibt es im stationären Handel kein Umtausch- oder Rückgaberecht. Wenn dies ein Händler tut dann handelt es sich immer um Kulanz. So gibt es eigentlich keinen Grund da besonders freundlich zu sein ausser man möchte den Kunden zukünftig noch mal im Geschäft sehen.
In Germany and Austria there is no exchange or return right in the stationary trade. If a trader does that, then it is always a matter of good will. There is no reason to be particularly friendly, unless the store wants to see the customer again in the future. 😉
Well, that doesn't apply to flawed products, just to returns for no particular reason.
If the product said "ohne Duft", but indeed was scented, they need correct that flaw. "Repair" probably falls flat in this case :D, so they would need to provide an equivalent without the flaw or return the money.
@@wolfvonversweber1109 But if you buy the wrong soda, it's clearly your own fault. Why should the store stand for it?
Und was ist mit der Mängelgewährleistung? Steht im HGB....
@@hashtagnofilterfilter Man muss zwischen Umtausch und Gewährleistung unterscheiden. Umtausch ist, wenn die Ware einwandfrei ist, aber man möchte sie zurückgeben. Dies ist gesetzlich nur für den Versandhandel geregelt, weil man dort die Ware vorher nicht in Augenschein nehmen kann. A deal is halt a deal! Bei Mängeln gibt es das Recht der Gewährleistung. Die Ware muss frei von Fehlern sein. Das Gesetz regelt dann, welche Möglichkeiten es gibt. BGB lesen!
@@user-sm3xq5ob5d dann war es halt das BGB, ist auch gute 20 Jahre her für mich. Aber so stimme ich jedenfalls deiner Aussage zu. Bin es halt gewohnt dass viele von der Gewährleistung noch nie gehört haben und schwören immer auf ihre Garantie. Daher hab ich deinen Kommi falsch verstanden. wlkikiv ....
I dunno if I'm just lazy or I'm spoiled by bad experiences in german customer service but it would never come to my mind to return a pack of soda because it's the wrong kind of flavour or whatever. First I would think it isn't worth the hustle to take it back to the shop. Secondly I would think that the shop manager probably would start to act up on me. I would just drink the soda and complain about the taste 😂
I really like the "out and about" format, seeing Germany outdoors in the beginning of the video and then casual discussion on the couch . It feels cozy and conversational.
Yeah in Germany it really depends on who the employee is and how they’re feeling that day 😂 my tip: Gute Miene zum bösen Spiel machen 😬
Something else really annoying about German customer service: employees following you through the shop almost expecting you to steal something! Especially, when you‘re a foreigner or rather look like one 🙄 But again, that really depends on the employee and isn’t always the case of course.
it's "Gute Miene zum bösen Spiel"
daisychains whoops, you’re right!
@@meral_k =) wasn't sure whether to mention it or not (bc if you're German and you randomly got it confused then I wouldn't have done it, but in case you're learning German..)
daisychains yeah I just got it wrong by accident :D but thanks for correcting me anyways :)
i work at a concept store that has quite expensive products and most customers who come in are/look wealthy and still there is stealing happening regularly.. we really have to follow everyone cause you never know. trying to be subtle with it is hard if the store is bigger and you kinda have to walk with them.
I do not like the idea that the customer is always right. In the US people have to be extremely nice towards customers, because otherwise they might be fired. I hate the idea that someone is nice to me, although he thinks I am an a**h**e, just because he does not want to risk his job.
It is good business practice to be friendly towards customers. You lose money if you antagonize them. It just makes sense. Darum.
I like your username. ^_^ And I agree. Although I think, a polite mannerism should be a given with everyone, being super-friendly because you`re afraid for your job is not something that makes me feel comfortable.
Why in the world would someone think you're an a-h unless you are acting like one? All I care about when I deal with service providers is their professionalism which requires treating people with kindness and good manners. Dunna doesn't quite understand that her voice and mannerisms might allow people to think they can get away with treating her rudely. Most young folks don't get it.
I'd prefer efficient over enforced friendliness. Because what is friendly for can be annoying for another.
A smile is just part of the uniform. Guarentee you they forget your face 30 min later.
it's not the shop assistant's fault that the liners were scented. and I'm surprised you were allowed to return a hygiene article at all. no one owes you a smile, people have bad days.
I don't like customer service in the US. it's way too annoying.
in restaurants, I don't want to be disturbed every five minutes during a lovely dinner just because someone continually asks if I want refills or if my food is nice. I like the way it is in Austria. also, our waiters get paid a wage they can live off, unlike in the US, where they have to be over the top because otherwise they can't pay their rent without tips from the customer.
and when I'm shopping for clothes, I want to browse in peace and if I need assistance, I'll ask for it.
daisychains but it is the shop assistant’s JOB!
@@johnp139 no, it's not. as I said, they're not required to take it back.
@@petitecontrebassiste They are. It's a faulty product. They are legally required to either repair the fault or replace the item with a non-faulty one. They don't have to give the customer their money back (in fact, they're not even allowed to without the customer's consent), but they have to fulfill the contract.
I'm with you on the annoying part. I actually purposefully avoid places with overly friendly customer service because I dislike the fake smiles and being forced to talk to the staff. Some of them even manage to creep up on me without me noticing, usually because I'm focused on the products, and then give me half a heart attack when suddenly appearing right next to me, asking in their way-too-chipper voice: "Can I help you?" Agh, I hate that... Seriously, do you think badgering me is going to bully me into buying something? Usually it's the exact opposite, I shake my head and leave as soon as I can, most of the time without even buying anything because I don't want to be bothered every 5 minutes. I don't know why others like that kind of service. It's one thing to be polite to your customers, of course everyone working in CS needs to be polite and respectful to their customers, but I don't need a babysitter nor do I need you weaseling around me to feel important or special. Should I really need help with anything I'm quite capable of walking over and asking you. Till then, leave me alone!
@@renab.7390 are there places in the US where they're less annoying?
O... kay... Removing the security tag without a receipt kinda defeats the purpose of a security tag... Customer service that goes so far as to enable shopfitting is... a little stupid.
(I'm not inferring you stole anything but it's quite an invitation to do so...)
That's why the US could learn from Germany.
Do you truly think that someone who actually stole a piece of clothing would... A) Not have a device that remove the tags. B) Return to the store to ask for it to be removed? American retailers know how to earn that dollar, there is a reason that we have this unwritten (or is it written?) rule of "The customer is always right". Surely that results in some bending over backwards for some awful customers, but in general it's a far more pleasant experience for everyone involved.
@@loxlover1714 Not every shoplifter is a professional - and they wouldn't have to return, that's the point. If I know this policy, what's stopping me from taking a shirt form the rack, going to the cashier and telling them "I bought this yesterday and you forgot to remove the tag" if they don't ask me to proof the purchase? The customer is always right is a cute rule, but blind trust enables those who are wrong. And every store can only make a buck by including losses of shoplifting in the prices, so the honest customers pay for it.
@Jonathan Parks You don't have to return. You don't have to leave in the first place. If they remove the tags on faith without receipts, you can just take a piece from the rack, go to the cashier and tell them you bought it yesterday. If they don't demand proof, what are thy gonna do they do about it? Demanding a receipt for removing a security tag is just common sence.
@@minski76 It's simple math for the retailers. Let me give you another example. Do you know why in the US we haven't switched to chip-pin credit cards? In part because a lot of retailers did the math and concluded it would slow down the checkout process by some silly amount of seconds per customer. So the retailers (not the credit card issuers) rather bear the burden of loss due to less secure cards than reduce their processing bandwidth. Keep in mind that in the US business comes first and it's ALL about the money ALL of the time. I assure you American businesses are not stupid, there is a reason why this economy is top dog. If they know anything, it's how to make money.
I love love love that in DE at restaurants the servers leave you alone. That sometimes you have to flag them down to get something. I much prefer that to the way in the US the servers constantly bother you if are ok. It's so annoying. Again when entering stores where the workers have to help you with something as soon as you walk in...for instance shoe or makeup stores.
@Jonathan Parks "I certainly don't want to have to go flag down a server as it really isn't my job." that sounds super entitled. it is your job if you don't live in the US as it's not the servers' job to check your table every five minutes.
@Jonathan Parks yes, they service you at the table. that means they take your order and bring you your order. if you want something else (unless it's the meal and you've only just ordered drinks) or pay, you have to let them know. it is not in their job description to constantly check whether you want to be serviced. that's what it's like in Europe. if you don't like it, you don't have go to a restaurant/café here.
It is not the servers job to read your mind, so you better let them know. A good server in Germany will watch te costomers and look arond if someone needs stomthing
Yeah this kind of rude behaviour is sometimes annoying here in Germany. Just don't go to these stores again, when you are treated like that.
I'm not a big fan of that over-exaggerated fake friendlyness, but if you work in customer service you need to be professional and treat your customers well. If you are not able to do that get another job.
I guess in Germany, the reaction you get is just overall genuine. Sure, the employee wasn't overly accommodating or friendly, but at least she didn't have to argue about returning the item
I guess Laura Line and Randy Welsh are too polite, they make sound "genuine" and "absorbed" somehow positive... it´s not... people in customer service ( and actually in any other area of life too) in Germany are just rude, they have an under develop sense of how to treat people well... off course it is a cultural thing and, that is not a positive trait in our era of globalization, not even managers and business owners realize that trying to change it would be better for everybody... they should learn from the US...
@@headoverheels615 Well, customer service is about NOT reacting in NEGATIVE way, genuine or not.
On the other side, in some countries they would just refuse to refund at all.
customer service employees in germany are indeed supposed to be friendly and nice, however, I think it's less enforced, manager's are more lenient if anyone is stressed or has a bad day.
Plus the overdone friendlyness of american culture is a thing that doesn't apply as much in germany, so it's easier to stray from that ideal line.
You don't need to be friendly or over friendly to offer good customer service, and to do this you don't even have to smile. What happened to her is clearly disrespectful, and what I mean by that is the sighing and eyes rolling that she received from the worker at the cash register. We all have bad days or are sometimes stressed by something, but to a certain point it is not the fault of the other person that you are going through that, so neither the customers nor the workers should try to excuse their behavior on personal circumstances.
And in Germany, when the customer is wrong, he is wrong. End of story.
I think there‘s another thing to note. I have some experience working in service in germany and all your examples come from places where money and items with a monetary value are exchanged and, like, I‘m used to having my own cash register and having to replace any differences in it, so just giving someone their money back or exchanging their product is just something I couldn‘t do without asking someone of a higher position first because, like, if I ended up missing an item, especially without any receipt or anything, I just don‘t have the authority to explain that to my boss so it‘ll be my own money and that‘s absolutely not part of the job. Also, when looking for service jobs in germany, treating customers nicely and helping them have a great experience is always part of the job description, but yes, one of my teamleaders at work always said „lass euch nicht ärgern“ - „don‘t let the customers be rude to you“, which was obviously also meant as „if they happen to be rude to you, call one of us and have them be rude to us“, because it basically is part of her job to deal with rude customers without ruining their day although they might be ruining hers
I never worked in customer service, but i am pretty sure i would be more on the German side. When i have a bad day - i would most certainly not run around smiling all the time. Also, when a customer is being rude or impatient or otherwise unpleasant, i would let them know for sure. Then again, i dont care much for forced happiness or forced politeness.
However, i have noticed - in Germany - when talking to officials (like when i had to do examen in Hamburg university or fill out forms at the city center) - that sometimes the people there went from a neutral look of anticipation .. to an annoyed look of "why do i get the one with the poor German language skills?!?"- look. (along with a sometimes subtly audible sigh of annoyance ... the kind that is "just loud enough")
I hope you still feel comfortable here!!!
@@Luziemagick Oh, i am back home and not in Germany anymore at this time. I am quite likely to return to Hamburg eventually though. And no, those experiences certainly do not taint what Germany is like. Also - i have heard from Germans, too .. that they do not appreciate the "welcome-ness" of German city-officials themselves very much... so maybe some people working the bureaucracy there are just naturally grumpy without being personal.
@@Alfadrottning86 yeah..they could be friendlier but who cares..you see them once and then out of sight out of mind
Yes, the officials are (mostly) really awful. To Germans too!
I think that they are forgetting that their job is called "Staatsdiener" (Servant to the State). As I get it, in a democracy, the citizens are "the state". But I never felt served by those people.
Or only in the ironic way.
If I would treat my customers like that, they would never ever come back.
I think it is time for rating these officials on Google 😉
Trinkspiel: immer einen Shot wenn sie customer service sagt
When I worked as a cashier and had to do a return, I tried to do it as nice as possible. But I know many of my coworkers were annoyed by our customers.
The new 800€ soldering station (made in USA) I ordered at work malfunctioned after one week. When I reached out to the customer service to get a new one I asked where I should send the defect unit. They answered that I didn't have to and to keep the old one. I didn't believe it at first because of its value, but they really just sent a new one, no questions asked.
This may have been an issue of the shipping costs to return the item would have created an even greater loss to the company. I am surprised they didn't offer to have it repaired in Germany.
Just out of curiosity, this didn’t happen at dm right? Mostly they‘re pretty nice there and I think this is part of their company culture, but I can imagine it happen at Rossmann 🤔
But you are so right, mostly people are super rude in Germany in the service sector. I worked at shops (supermarket and clothes store) for over 4 years, I was always nice to people, hell my ex broke up via text with me while I was working, I was still nice to people, crying while scanning peoples products but I was still nice 😂 and customers very often were horribly rude as well. My smile and good mood didn’t help. They often didn’t even say hello back, didn’t talk to me, wanted to talk to my manager to tell them the same thing that I did because they didn’t take me serious (wanted an old man to tell them, a young girl wasn’t believable enough). So it’s kind of a bad dynamic between rude customers and rude shop assistants
The ability tp trade an 11-pack for a new 12-pack without receipt - that can essentially be turned into a free refill, can't it?
I bought a brand new station wagon for my ex wife shortly after we got married. Within a week the car began hemorrhaging oil all over the floor of my garage. After the dealership told me Ford said they were to put in a 4th new engine, I told them I wanted to speak with someone about a new car.
A Ford representative met with my wife and I a few days later. To be honest, I expected a lot of push back. The representative listened to our whole story and all of the troubles we had experienced and said, "Ok, we will work out a trade for another new car that we will trade you sticker price for sticker price." My mouth must have dropped open in disbelief because the representative said, "Let me tell you something. If I didn't make this right for you, not only would you never buy another Ford in your entire life, but no one in your family would, or anyone you meet on the street until the day you die." I realize this situation is a bit different than a box of feminine products, but the principle is the same.
And that's just how it should be 🤷♀️👌
I don't know what stores you shop at but it sounds like you need to stop going there if everyone there has bad attitudes.
Sinshine Man soll dann lieber ganzes Deutschland verlassen LOL. Sowas passiert überall in D und leider auch viel zu oft.
thats the whole country tho
@@gabriatus9508 Kann ich nicht bestätigen.
And btw. I don't think you are really talking about "customer service". It is more like retail. Customer service is a broader term. Retail is really specific and I don't want to work retail ever again.
I worked a short time in customer service in the UK.
It was a charity shop, so it were second hand items that were sold.
Policy was that customers can bring the items back als long as the price tags of our shop were still on the clothes.
I have had customer service jobs most of my life. Furthermore, I consider that regardless of my job I always have a customer, even though they may not be an external one. In my last job I worked in a large law firm. When I would go to my boss with a customer issue, his first question would always be, "Who is it for, and what is the position in the firm?" This really REALLY bothered me. I treated everyone with the same level of respectful customer service. If you were an admin assistant you I treated you no different than I would the Managing Partner.
Braking company policy for someone because of the position is extremely uncool. First of all, it makes my job harder because that "favor" gets around and then I eventually have to deal with, "Well you did it for (insert employee name here.)" When I explained this to my boss he would say, "Do it anyway." In a way, this behavior promotes and enables customers who push their bad behavior onto employees.
I personally lose a great deal of respect for someone who I know goes against company policy for me because I believe them to be someone that doesn't respect their employer, their job, and in some cases the law. It makes me uncomfortable to know that the employee did something for me that they should not have done.
None of the examples you gave today fit this category. I'm speaking of situations where company policy has been put into place for employee safety, and insurance purposes, or to prevent the risk of a liability coming back on our company and or department.
about the scented liners, my advice would be, complain to the brand, not to the store, often works out better
You would have been arrested for stealing 😂
I work in a store famous for good customer service, and I have to say, it mostly is a joy to me being helpful for customers. Today the grandfather of a young man brought me "Thank you" flowers, that was soooo sweat!
But what many people get wrong: if you buy something, you are signing a contract. There is No right to return things, except if it is out of order or not like offered.
All returns are a service. And I often met people who tried to take advantage, even obviously destroyed their items to get their money back after they had used the thing.
But I agree with you that many service-people do not know how to handle a proper return so the customer is satisfied in the end. I also struggle sometimes. But I try my best and try to inform me further how to do it right.
I usually agree with you on most subjects but the usual thing to do with the panty liners would be to send them to the manufacturers explaining their mistake. They can sometimes be quite generous with compensation. If you go back to the shop you should go to the information desk - not the cashier.
Most shops do not have info desks. I think she bought the liners at dm or Rossmann - there you just go to the cashier.
I think this is a little bit short sighted...this isn't just a question of how friendly someone is, but also a question of what kind of customer protection you have overall. (Spoiler alert: Customers in Germany are usually better protected, both from exploitative contracts and regarding their data protection)
I never had a problem to return anything in Germany btw. I am always wondering where this so called "service desert" actually is.
I loved the customer service I got in the USA. I really appreciate it, - it makes me happy! 😊😊😊
I don't like this "Arschkriecherei" in the USA. I sometimes experienced this "false friendliness" a lot. This was especially bad if they could not help me or did not want to help me. It felt like they are hiding their pleasure under that cloak of false friendliness. In such cases I appreciate that direct honesty you talked about in the end.
I also have an advice for you. Whenever you want something from someone here in Germany, your best bet is being friendly yourself in the first place. In most cases that pays off really well, even if they don't want to help you.
I totally agree with you. Spread kindness. And even when losing money by taking some things back, often times by making a customer happy you will gain a loyal customer that sticks with you.
That said as a customer I would try not to return things that are inexpensive and the shop is likely to throw in the trash but rather give them to friends. That way we can all save resources.
I work in a store in the Netherlands, and before that I also have worked in a customer service callcenter. What I've noticed about the last 10 jaars is that customers are getting 'mouthier' which means they think they're king/queen because they pay. And they can decide inside the store what they going to pay and how much service they get. And if you don't get along with that, your service sucks. Surely, if you work in a shop, you have be polite and be helpful to the client. But the shop decides how far service goes, and that is not always the same thing as saying 'the customer is always right'. As a former boss of mine always said: The customer is KING, but he's also a GUEST in OUR house. He has to behave like that. Still, being polite and understanding works both ways.
When i worked as a cashier here in Germany it was required of me to be welcoming and helpful and friendly to customers......
Fun fact I googled: On almost all articles in the USA there is a right of return of 90 days, in contrast to Germany, where many shops do this only as a gesture of goodwill or only if the article was damaged or rotten/rancid at the time of purchase (warranty/Gewährleistung). This even applies to food. (Me as a German: WWhhaatt??? 90 days even for food??)
The difference between the two instances in the same German shop is that in the first one, you wanted money back and in the second one, you wanted to spend money there. That usually decides how your customer service is going to be here.
I work in seafood in America " service counter " I wish I could to talk to customers how some talk to me. Most are fine but there is a few. Even snap their fingers at me. That just makes me so so mad. And if they are on their phone I do ignore them and take customers that are not on their phone. Some will say hey I was next and I will say oh I didn't think you were ready since you were on your phone. Sorry I'll help you next. Most dont even realize I skipped them. Me and my coworkers say the walkin. ( it's the big refrigerator you can walk into) that where you shout and say what you want ,what you could not say to a bad customer. And yes unless the customer is using a lot of bad language or violent is the only time we do not get fired for telling the customer they must leave . Or put our hands on them.
I'm from Poland and one time when I bought a piece of clothing in Poland an employee also didn't remove the alarm thing and it also didn't set off the alarm when I left the store . I noticed the alarm thing at home couple days later (I think I still had the receipt). When I entered the store the alarm started ringing (it was the shop without security) so I walked straight to the cashier and showed my piece of clothing with the alarm thing, an employee immediately removed it without asking any questions and she even apologised for the inconvenience (maybe I wasn't the only one with the same problem ???). I think that I didn't even showed my receipt. So I think that Germany could pleasantly surprise you in the similar situation.
The weakness in the US system is that sometimes real problems don't get fixed quickly, though you do get your money back. I was being billed incorrectly by AT&T around 1998-1999, it was a small amount and I kept calling in and having the bill adjusted, but it took months for the billing system to be correct. Just fixing the bill isn't always the only thing needed. It helped that I worked for AT&T at the time so I was familiar with the billing system
I totally agree! I love the customer service in the US. And inhale worked in so many service things, I always tried to be super friendly. I had also the luck, that I was allowed to speak up, if someone was rude to me. And this unfortunately happens quite often.. Especially old men, that think the young girls working in the service are like their property or their servants.. (Ich worked in Germany)
I've made a nice experience in the US I've never had in Germany. I went to a big store and did not find what I'm searching for. I asked an employee where I can find this special thing. He ask me for waiting a moment, went away and came back with three different sorts of the product. I chosen one and he was so friendly and helpful. It's a great difference between the US and Germany 🙂
Germans aren't used to people being nice or accommodating anyway so they consider it fake.
there is no law forcing shops to take back any items. if shops do that, its extra service to keep the customer
Shoko there’s no law in the US forcing shops to take back anything either. They do it for good customer service.
@@stepht5 i didnt say there is? probably many people think that because they can always return stuff
Sorry, the soda story doesn't put ME in a great mood. You obviously didn't mean to, but essentially, you did take a product for free by this method. If people missuse the system (and there are always people who do), that is a form of legalized "stealing", that shops are forced to put up with.
If you bought the wrong product, it was your own mistake, so stores should not HAVE to give you your money back/a different product. They can't sell the returned product either in the same way as before or at all (food safety!), so a lot gets thrown out and wasted. It`s a loss for the store in any way, that they can`t prevent from happening, because it`s soley the customers fault.
If there was an actual mistake/problem with the product, you can return it in germany as well, but it is rather unusual to do so for germans with products of little value (we would most likely just give the scented liners to a friend/family member and buy new ones), which is why some employees will be less than thrilled with you. I think they should have been friendlier to you, as you actually had good reason to return it in this case, but it is a lot of paper work for them and they might have felt, that it wasn`t really worth it for that amount.
Also: they had to throw that package of perfectly fine (although not scentless) liners out, which would have annoyed me personally the most. It does no longer meet hygene criteria, so it is trash - it`s a waste.
You do have the option of picking stores with good customer service in cases where you actually deserve a refund or similar by german standards. Tschibo usually has great customer service... ^_~
I am German-Polish and I definitely enjoy most of the time the American customer service more, but I have also lived in the US for almost two years and my fiancee is American, too. So I have been somewhat exposed to this other service culture in the past. But I have also seen a few other clients (thankfully not often) in the US who seemed to be very entitled and seemed like they tried to exploit the system. And I totally agree on the healthy middle ground!
Retail personnel in Germany see themselves as a kind of bosses and overseers of the customers and behave that way.
Of course here you mainly compare the attitude of the employees, if they smile at you, if they handle your case in a friendly way, etc.
But on the next level, is the customer service really that good in the USA? What is the law with regard to customer service and what the seller can exclude from their service?
E.g. I would consider the terms and conditions of Apple Inc., a wellknown American company, to be very poor. And they even apply the same terms and conditions to sales they make here in Europe, even when that is clearly against the local law, because it is allowed in the USA and they just don't care what is the situation here.
I'm sure the people in the US in the Apple stores bring you the bad news (e.g. that your repair will not be covered by warranty and that it will cost you as much as buying a new device) with a smile and in a very friendly way, but what does that really bring when the product they sold you was bad to begin with?
At least in Europe you have some basic rights w.r.t. a good product and for how long it should operate unaffected by manufacturing defects, and even when the employees handling it may get grumpy when you point them at their rights, they are still obliged to handle it.
(even when the terms and conditions the items are sold under deny such rights)
one thing is return policies, another customer service, and I like being treated nice, not like they're doing me a favor here in Germany selling me something. I also never had a problem in the US returning things, I don't buy apple products, so I am not familiar with their return policies, but as for anything else goes, it was really easy to return stuff, I really miss that...
@@kimwold In general in European laws there is no right to undo a sale. So it is not like "I buy something and when at home I don't like it I'll just return it". That is mentioned also in other replies here. I don't know if there is such a right in the USA.
Aside from that, stores in Europe commonly offer a return policy, but they can put restrictions on that like "you need to present the receipt", "the article has to be unopened/unused", etc. Basically "we can put it back in the shelf for the next customer, and we can be reasonably sure you did not just steal it". As it is a grace, rather than a right, it is understandable that handling of the whole matter is less smooth.
(such a right to return goods without motivation *Does* exist for online purchase, however! so in Europe you have more rights when buying online than when buying in shops)
A completely different matter is returning goods because they are not "fit for purpose". It looks like rights for that are much more extensive in Europe than in the USA.
When you buy something and it appears broken within a short time, you have the right to receive a new well-working replacement or your money back. When it breaks within a commonly understood reasonable amount of time for that good, you should receive repair service or a reasonable offer of money back/replacement with discount proportional to how long you already used it.
This is what Apple Inc. totally disrespects. When you buy an Apple device and return it as broken the next day ("dead on arrival"), it is taken in for repair and replaced with an already repaired device (refurbished). This is totally unacceptable in European law. The customer has the right to get a new unused device, and when requesting a replacement within say 2 weeks they should get another new device, not a refurbished device. No matter if this is written in any agreement signed or not signed between Apple and the customer.
Also, when a device breaks within reasonable time (like 1 year for a device you can reasonably expect to work for 3 years) without being abused by the customer it is not acceptable to just say "well it would cost you $2000 to repair it and we will sell you a new one for $1000" as appears to be common at Apple.
In that regard it has to be understood that a device badly designed to handle commonly expected usage still has to be repaired for a reasonable fee. It is the responsibility of the manufacturer to design equipment that is able to withstand the common usage (so you cannot simply claim "water damage due to sweat or condensation", it would have to be "water spilled over the device").
Now here it of course gets difficult when making such claims at a store. The employee may not exactly know the law, they may think that their own shop rules have precedence above the law (they don't!), the rules may be written by people from another region (as is the case with Apple Inc.), and the whole thing is going to cost them money, so they probably are not that friendly anymore especially when they own the store rather than just working there, or they work under some management that judges them on such returns.
You must remember that i Germany Service cost 3 Euro/min, the stuff you bring back is thrown out. Where I live Lidl had a garagesale once with all the returned/not sold items, but I think they have given up.
I tried to return something to Aldi and they made me fill out a form with my personal info. They make it very unpleasant. I get the feeling that the employees think you are stealing money from their paycheck when you request a refund/exchange. And vice versa if you're buying Halloween makeup, something in their brain says you're peresonally contributing to their paycheck. It's so typical that the lady argued with you that they didn't smell too bad.
My favorite example of the differences in CS between the two countries: It was my German husband's first time in America and I wanted to return an open bag of dried Mangoes because they didn't taste good. I did not have the receipt. Being German he couldn't comprehend how that would work out so he told me, "I'm gonna go wait by the exit as you attempt this." OK...I gave the open, partially eaten sack of Mangoes to the checker and said, "They don't taste good" and without a single question she handed me cash money. No receipt.
My husband learned that day about CS in America.
Penny Markets in Germany have such a policy posted. Food items are taken back, no questions asked, no receipt necessary.
But how do they know that it was bbought at their store when you don't have a receipt?
You could have bought the product somewhere else.
I guess it is not such a problem when you go to chain inb the US but supermarkets here have different owners. Some are owned by the chain, others are just a franchise or individual salesmen.
So why should Mr. Miller who owns Edeka A does a return on an item that you also could have bought in Mr. Smith's Edeka B without a proof that you have actually bought it there?
And the profit margins are very small in retail here in Germany. So the shops are not keen on doing this.
Unlike in mail order or internet order they are not legally obliged to take items back. Only when it is broken or bad (food)
I guess you kinda explained to yourself why employees are often not the friendliest when it comes to returning stuff in your example with the hygiene product, namely, it's a hassle. You said it yourself, they have to go through the technical process, maybe call a manager etc. Storno or something like that is often not the easiest process I think, maybe also to disencourage abuse.
That is kinda weird, it is important in Germany to be kind and welcoming to the costumers it is a part of the job.
It is kinda weird that something gets a wrong advertising, cause basically it shouldn't be like that but you can't really sue them. But it is common in Germany if something should get out soon you probably won't get it earlier, maybe if you have some connections then yes. But returning anything that you might have used or lost one thing, even if you have the receipt, you won't get probably the return. Because of some hygiene policies or because you opend it already. But it surprised me that some services had been so rude, I mean we have to be professional and be even kind to people who are totally assholes.
Honestly, I suspect the sales person just misread Donna's attempt to be friendly as her complaining about the product (most likely in ear shot of other customers), and hence reacted snappish. In most of those situations it is simply a misunderstanding. They think that they are doing something very gracious by accepting back an already opened product (which they can't sell to someone else, so it is an automatic loss for them), and now this customer is there loudly talking about the scent of the product in front of other customers, while they go through the hassle of taking the product back. Which they most likely sell every day without any complains.
In germany you must remember it cost 0.5 Euro/Min. if you want somebody to bag your stuff or do something els for you. That is also why you must bring the cart back yourself.
"Customer Service" is not even seen as a profession in Germany. People usually work as sales attendants in particular branches - e.g. clothing. Ironically, these used to be positions built on a several years long training (Ausbildung) with a focus on product knowledge. But this is changing. More and more sales positions are filled with unqualified workers, student jobs etc.. I said "ironically" because with the old style professionally trained "Verkäufer" being friendly to customers was not part of the job description - at least not one that could be enforced. Yet, with part-time personnel it is more so. The reason for that is that the well-trained, professional "Verkäufer" have oftentimes worked in their jobs for many years and can no longer be fired very easily. So, again ironically, the sales persons with the best salaries and best job security are often the most unfriendly and grumpy, while sales assistants in insecure positions need to be more friendly in order to make a good impression for their superiors.
I agree with the statement, that customer service in Germany could be much better. I wouldn't concentrate just on friendliness, but much more on cases of customer complaint.
But in the end it's a case of anticipation. In both countries you get what you expect - if you are used to it. I claim to be a quite friendly person, and so I almost never have problems with any staff members of shops or grocery stores. I once heard an American complain about the staff of a boutique or closing in time,so they were asked to leave the shop at closin time. This would never happen in America, she said. I answered, that most Germans accept, that the shop assistant maybe has to get the bus in time, that maybe her children wait for her at home, that she don't want to pay a babysitter for an hour more or that there are homework to control and dinner is to be made and so on. There was a time I tried to work in a gaz station, and my boss always said, I should smile more and so on. In the evening my face hurt from that unnatural grinning all day, and I wasn't a friendly person any more.
So I also agree with your "twist": There is much space for developing customer service in Germany, but we always should be aware, that any staff members are normal people, not robots and not actors. And, maybe this is an European thing, but I think, most customers like to deal with real people. If she or he smiles at me, than I want a "real" smile. If not, I am pleased with a professional transaction.
It also seems to be a difference in doctrine, especially in stores. It seems to me like the US customer service is about the customer being happy first and the business running second, whereas in Germany it's more like keeping the business running and helping the customers if really necessary. Like, in the US, you've got people whose Job it is, to make it easier for the customer, whereas in Germany, you man the register or stock shelves and as a customer, you usually have to annoy someone stocking if you're lost, therefore it feels normal to meet someone grumpy because you literally keep them from doing their job.
deine videos sind so toll. ich genieße deine ansichten und blick auf die dinge! ich glaube vielen fällt garnicht auf, wie genau du auf sprache und sozialen unterschiede zwischen den usa und deutschland eingehst. vor allem, da du dinge beschreibst, die viele garnicht so wahrnehmen würden..., aber genau die beschreiben den unterschied, weniger die normalen klischees die "leute" so draufhaben. weiter so! ich hoffe dir gehen niemals die themen aus. grüße auch an stephan ::D
While german customer service is not great, personally I've never experienced someone being really rude to me.
I guess sometimes the employees make customers feel like they are annoying because they get asked to do things or answer questions that actually aren't part of their job. I've often heard tourists complain about how rude german customer service is because the security guy at the train station didn't tell them when the next train to munich was supposed to come. Or because the person responsible for refilling the shelves in the supermarket couldn't tell them what the milk costs. But thats not their job, either someone else is responsible for that kind of question or the customer could easily figure it out himself. I've often been asked questions I couldn't answer because they were not part of my job ('My son is supposed to read a specific book for school but we don't remember what it's called. He's in 5th grade at xyz school. Do you have that book he needs?' and some customers got really aggressive when I told them I don't know (or to ask someone else, like the sons teacher, because how on earth am I supposed to know what book he needs?).
But apart from that, german customer service is still bad, especially when you want to return something. Though I would not have returned the liners you talked about at the grocery store, but would have talked to the company that produced them. I would just return something at the grocery store if the fault for what ever is wrong with it is on them or they have to take action about it (e.g. I found pantry moths in the flour I just bought and they have to check their shelves and stock for more). If the fault is on me (e.g. I bought the wrong thing) I won't return it . If the fault is on the company that produced the product (e.g. they marketed scented liners as 'not scented') I will contact them to get my money back.
I am working in a store and if someone brings something back, it is annoying for me, because I have to call for special coworkers and then we have to wait for them.
It's always a lot more work for us to do and it really takes some time.
But I always try to be as friendly as possible
And at Müller you often can't return hygiene products if they are opend
Now I lack the reference of a "typical American customer service experience" - but I get the impression that around here (Germany) the question is more about responsibility than anything else. Take the cashier with the pads; you didn't get what you wanted and you wanted to return it and get your money back. That's fair. However, the fault doesn't lie with the cashier or the store but the company. From the cashiers point of view they are supposed to work quickly, scan take the money bye. Someone showing up to give something back holds up the line and if other customers get upset because of it /that/ is what the cashiers are made responsible for (and by extension you). So yes, no one likes people walking up to the cashier to return stuff if there is a line. The halloween makeup is the same but the exact other way around; what do they care if they get the box from the back now or in a few hours? - Might just as well do it right now. - Though that might have been different if said person was supposed to get the shelves sorted asap. In that case you might've just gotten a somewhat rude "if you don't see it we don't have it yet - come back tomorrow or next week"
That being said: The unnecessary eye-rolling is strong with German "customer service". I like it no-nonsense and quick and efficient; so, in the case of the pad-cashier: yes. I want my money back and I don't want anything else - but you don't need to roll your eyes because of it - but you don't need to apologize or anything either. It's neither your nor my fault so let's just get it over and done with as quickly as possible.
I'd disagree. The cashier is a representative of the store and although it is not personally the cashiers fault the mistake happened, they should apologise on the store's behalf. A simple "Oh, I'm sorry for the mistake. You can return the item with no problem!" would be fine.
@@Fred-hx7uc but it's not the store's fault either that the information on the packaging isn't accurate. they have to deal with someone else's (the company that is responsible for the labelling on the packaging) mistake - at their own expense (aka making people in line wait longer than usual while it is their responsibility as a cashier to be quick so that people don't have to wait). So from a cashiers point of view someone wants them to assume responsibility for something they are not responsible for and in the process they are made to neglect their actual responsibilities - which they will have to justify when the store manager asks about it. which is also why I ask for the store manager / ask someone who isn't dealing with other customers to get me the person responsible for taking back items (half the time that ends up being the cashier - but hej, at least I tried)
@@Anakianaj I understand your argument, but the store is still the one selling the item with the inaccurate packaging to the public -- which they accepted from the company/manufacture who sold them it, therefore taking on some of the responsibility.
Most stores also have people who work in the stock area out back which should be checking everything before putting it out to sale. It's not hard for the store to take some of the blame in situations like this. You can also apologise without taking full responsibility, like saying "I'm sorry this happened. I'll accept the return of the item."
Also, most stores have a customer service or returns desk, therefore you do not go to a cashier and 'hold up the line'.
@@Fred-hx7uc no appology needed, not their fault
@@karinland8533 It is the store's fault for selling an incorrectly packaged item, and the cashier is a representative of said store. So an apology from the cashier on the store's behalf would be very appropriate in this situation.
Having worked in both retail and gastronomy in Germany my experience is that the rules surrounding returns or complaints from customers from the company can be pretty strict. So while I might like to help you with that calendar you bought and only realized you already had one in February, I am instructed by my boss to not accept returns of calendars past the new year. And it's really frustrating when customers were told the rules of returning a purchase, like needing a receipt or having to return it within a set number of weeks and so on when they bought the item and I remember explaining it to them and they still come back half a year later, no receipt with a book that probably was purchased at another bookshop because we haven't had it in stock for years. Why should I need to be friendly? You are obviously either consciously trying to dupe us or are just really stupid. None of that is my fault, but if I go through with your wishes, my boss will lecture me.
At the very least, you need to be polite, regardless of the circumstances.....and this includes not rolling your eyes. You can be apologetic in a business-like way, simply saying: "I'm sorry, I can't offer you a refund for that."
And you must maintain that polite professionalism even if the customer becomes rude, even while you're preparing to call security....
@@erictrumpler9652 I'm friendly at first, but honestly, if a customer is refusing to see reason when they're in the wrong, I get pretty icy. And so does my boss. You might see it differently, but in my opinion a cashier, a salesman or woman or anyone else working in customer service is still a person and does not have to take verbal abuse, shouting, calling names etc. with a smile.
@@KaiAquila ....what you're saying is sort of what I mean by "polite professionalism" ....I certainly don't expect anyone to be a doormat....
About that box of liners.. "Ohne Duft" means without perfume, not without scent. They still may smell like something - that doesn't give you the right to return it. So from a German point of view it was totally understandable that these people were irritated. You can always return products that have some defect, like rotten food. That's fine. But just not liking an opened (and therefore not resalable) product after all, that's not a good reason. Yes, we don't have that "customer is always king" mentality, but I don't think it is a fair one anyway. Why should a supermarket pay for that box of liners or any other item, just because the customer made the wrong choice? Clothes are at least resalable, but opened stuff isn't.
There was a whole line wait for u to get ur €1.5 back. A whole line.
yes, depending on the store, i would look for an "information desk" (eg in the big electronics shops) or for another employee in the store, but not block the line at the cash registers where the cashier probably has to call someone else anyway to help exchange the article (to decide in the first place, or simply to type in a code for undoing the original transaction, etc). in eg a smaller shop or supermarket i might go to the registers "from the wrong side" (the entry/exit), wait for the current customer to be done and quickly ask where i can return some bad product (just as i do when i need a 1€ coin to use a cart for shopping) which also would ensure that someone knows that i have entered the shop with some goods (eg in the case of the forgotten security tag). that other employee should have more time for you than the cashier, might be able to react in a better way to the complaint and also help look for some other product that suits your expectations better.
Die Latzhose steht dir echt gut! Ich wusste gar nicht, dass man sowas noch kaufen kann. Aber vermutlich jede/r Deutsche in meinem Alter dürfte beim Stichwort "Latzhose" an eine gewisse Fernsehserie denken, die seit 1981 im ZDF ausgestrahlt wird.
Hi, Dana. Please allow me to comment on your comment on a customer asking an employee something and you postulating *in the USA* that it should be OK for the employee to say (courteously and respectfully, of course . . .) that "I'm sorry; now isn't a good time." I wonder if, in Germany, there are more employees around any usual store (like a pharmacy or supermarket or combination thereof or a big-box store) than there are in the USA. You hardly ever see any employees at all. So . . . could you imagine what a customer in the USA would do if sun employee said that, with the customer knowing they'd have to walk all around the store again? True, a lot of supermarkets have customer service counters, but most of the time there's no one at them. I understand your point, Dana, but it is a little more complicated.
Wasn’t I lucky? I don’t recall any negative customer service incidents during the time I lived in Germany. My language skills were limited and my former spouse would have had to handle any such conversation but I still don’t recall any.
Ich work in Germany for a health insurance at the service telephone. Mostly the customers are polite and the only thing is, to make clear that they must follow processes to get all done like they want it. Most times, it works... ;-)
A friend of mine from Canada works in a toy store inside a mall in Toronto. He has to deal with lots of parents (the worst kind of customers) and when I told him that in Germany you're not required to smile and bother the customers all the time. He said that that's paradise 😂
Being polite and helpful is definitely required but you don't have to act like the customer is your best friend. And smiling all the time is really creepy ...
I must laughing a lot of about the tampon story 🤣😂😂😂😂😂😂😂😂
Been here for 28 years and customer service sucks just as bad as it did back in the early 90s. You get better customer service online than in an actual store.
I work in a tech support hotline's second level for one of germany's biggest mobile providers.
We often have customers who (I hope) wouldn't say face to face what they say on the phone. One extreme example was a customer who actually asked me if we do anything else than eff around. In german he almost literally said: "Macht ihr da auch was anderes als nur dumm rumzuf...?". I was sooo tempted to say "No" ;)
Other customers are really nice, even though we sometimes just can't help. I think my favorite customers are erlderly people that have basic technical knowlegde, but know that they don't know every detail. Those are really grateful for the help.
Working in second level, I sadly often have to fix stuff that was screwed up in first level. Part of the reason for this is that german outsource callcenters tend to employ anyone who applies for a job, no matter the qualifications. To find better qualified personnel, they'd have to pay way more than they usually do, which they refuse.
You are quite right both sides could learn from the other. Having worked on the phone of Customer Service has made me take more time, as many companies want the case closed ASAP. Meaning you get a call soon after the customer hangs up. As for friendliness, it does make the day easier for both sides and at time speeds things up.
Remeber: Patience is a virtue!
TL;DR: Too long additions from the perspective of someone working in German customer Service. Service often comes short due to lack of work power and superiors prioritizing efficiency.
I've worked in different stores' customer service in Germany and I'd like to give you my perspective:
1.) Returning an item without the receipt. I don't get why that is even up for debate. If you can't proof you paid for the item, you can't expect to see "your money" back. I've lost count of the times people have tried to scam preferably new, insecure trainees into getting "their money" back. This policy helps protect us clerks from scams and safes so much time, because there is no room for debate.
2.) Returning a low priced item (with receipt). Clerks make you feel like it's a hassle because that's what it is in most cases. The process is often complicated by technical procedures and human resources. You need authorized staff to do it, but you're understaffed anyway and your colleague has to interrupt more important work to do this. And all of that for a few Euros makes it feel like so much wasted time. Do you really need those 1.5€ to pay your rent? And if you do, shouldn't you think more carefully before purchasing an item?
An example: we sell smartphone cases 1€ a piece. It's written on the package and on the shelf which type of smartphone fits the case. I tell customers everyday "it only fits the type that's written on the package" and everyday, people buy a case, rip the package open and, surprise surprise, "It doesn't fit!" Now I have a perfectly fine item that I can't re-sell, because the package is ripped and I have to throw it away.
This is just one example out if many I could give.
Also the good old saying "Wie man in den Wald hinein ruft.." applies. I am so happy no superior has ever forced me to suck up to unfriendly customers. Every place I've worked at had the unwritten rule: "If they are a burden, let them go and be happy if they say (I'll never come back!)"
If people don't greet me, I don't greet them. If they are on the phone and ignore me, I do the same.
Lastly, I'd like to say that no one is without fault. Bad days happen, mood swings happen, lazy days happen. As you said, we pass these emotions on to the people surrounding us. However, if you've worked in CS, I'm sure you are very well aware that holds true for the clerk as well. They have to deal with peoples foul moods and weird behaviour 8 hours straight. So losing your cool is not uncommon.
It is not like being friendly and helpful is not valued in german customer service. However, efficiency (the stereotype that is a stereotype because it is true) and self-value are also very high up on that list. And when it comes down to it, most superiors will proritize efficiency over service.
I've seldomly received praise from superiors for "handling that customer well" or "being very attentive". On the other hand, I get scolded if I haven't worked off my assignments or did a half-assed job on daily duties. There have even been cases when I was told to "not waste so much time on that customer" or "taking the service too far for the little money it brings". Try staying motivated to be genuinly nice when that is the behavior that is re-inforced.
I understand that you made this video from a customer-perpective, but with the preface that you have experience in CS, I missed a shout-out for the people from the other side. Communication is never a one-way street.
Maybe you could adress the employee perspective in another video? I'd be interested in your experiences in the US. Welp, this is a long post. But I felt I had to give another perspective.
I'm agree with you, the german customer service are not so polite than the service in other countries. Some of the people, who are working in the customer service have no focus for that, what the customer want.
You bought a 12 bottles of soda and return 11 with no good reason after a week? That is not ok. It's a scam.
Believe it or not, Dana, Germany already has learned from the US! If you think it's bad now, you should have been there in the 90s. It was horrific! Still there's room for improvement! But I do prefer the middle ground you're describing. Also as far as the easy returns go: The American way often leads to a lot of returned products being destroyed because they are no longer sellable... see the Amazon dilemma.
Here's my awesome reverse culture shock story. I, German living in the US for the last 15 years, was visiting my family in the south of Germany. We were at a rural cafe and I asked if they happened to have any soy milk for my coffee. The server looked at me and said with a straight face: "Well, yes, we do but it just wouldn't be worth it opening it just for you." 😳!! I suppose I don't appreciate wastefulness either but as far as customer service goes, my poor, shocked, americanized soul gives that an F. Or a 6.
That’s strange why would they have soy milk in the first place if they don’t want to use it?
@@ReneeORourke Yeah, I have no idea... The whole situation was strange.
The worst customer service is at Conforama, a french furniture and electronics. Even when a guarantee case shows up, they do not help you!
I'm absolutely with you. The middle-way between US and Germany would be so great 🙏
I think the difference are different work ethics. To me as a German the American way of service sometimes feels a little forced and fake. Like I get the idea, that if you work in customer service you’re supposed to be nice. But I hate the idea, that you have to let people walk all over you. I feel in Germany it’s more like you’re supposed to be friendly and it definitely is part of the job to be helpful, smiling and make conversation with the customers, but in the other hand they want it to be authentic.
To your experience with the tissues. I think in Germany it’s generally considered a bit over the top to return something that is only worth 1,50€. They were probably just thinking, gosh, this women is really wanting me to call the freaking manager for 1,50€ and was pissed because of that. I definitely agree with you. The were not marketed correctly and you had every right to return them, but that was probably what the lady was thinking. The return probably took up some time and stopped the line, so she was probably also pissed that other people had to wait, because of the 1,50€. That’s just what I’m thinking. It’s just a slight difference in what people consider to be rude and what not. Also, i think Customer Service is basically only required to be nice, when there is a chance of selling you something. There job is to SELL, that’s their main focus, and I guess in the us their primary focus is probably to give you a nice shopping experience. In german clothing stores for example they will always chat you up and tell you how good everything looks on you, but it you’re only coming to return something they don’t really care as much.
The worst customer service I ever had was from an american website (I'm german). Their messages were SOOO annoying! They are a very 'hip', 'young' side, trying waay too hard to be cool. Their messages were full of 'cool' spelling mistakes, really awful grammar, half the message was unnecessary chitchat and they seemed to ignore almost everything I sad. I did not feel like I was being taken seriously at all.
At some point I stayed up until 3 a.m., so I could call the help line, which helped a little in the end. I still couldn't get my money back, only storecredit, which is illegal, as far as I know.
I think you would love British customer service. Everything is hassle free, but I have seen employees stand up to rude customers. As a German, British customer service certainly was refreshing!
Of course the job description in shops, restaurants etc usually requires friendliness and politeness. But unfortunately some stores etc have a really bad working atmosphere, lots of pressure and - as has been said here before - there is no universal right to get your money back, it costs the cashier precious time and it also minimizes the sales volume. And lots of costumers c ome with an attitude and don't treat sales people, waiting staff etc very nicely. So always being polite and friendly would be nice but often feels counterintuitive. In my experience the overall working atmosphere makes all the difference.
Here in Germany the law doesn't allow moods to be in work contracts, which is one reason Walmart failed - their contracts were full of things illegal in Germany.
I`m totaly agree. When I came back from a vacation in the US and Canada I have had a culture shock. Never before I realiced, that it`s so cold and unfriendly in Germany. It`s so much easier to be friendly, do "small talk" and give a smile in the "all-days-stress". It is absolutely no fun to go with my american friend to the jobcenter or Ausländeramt. I try to help him to live with that rude surrounding.
Germany could learn a lot.
Germans just sound miserable. They seem to always be pessimistic or negative about things unless they know you or feel like they have to instead of being just chill.
In Canada unless the store is really small there is a separate counter for returns so no none making a purchase is held up. We like the Americans also expect and receive polite service when making a refund. In the case of the perfumed product being advertised as scent free, although it isn’t the clerks fault for the misrepresentation of the product it is the Stores buyers responsibility to bring in product as advertised so an apology on behalf of the stores would be expected.
I think the problem is that in Germany stores, restaurants and hotels are always understaffed. In my hotel in Chicago there were more than double of the staff than in the German hotel with more rooms. Even in restaurants in the US you have like 5 servers where in Germany you have maybe 2. And this is probably because in the US it is tip based and in Germany not. So you can hire more people for the same amount of money for one person in Germany. And more staff means you can take better care of customers. Besides in Germany it us a hustle to do your duties and take care of special requests of customers.
Today I picked up my blanket from the laundry shop.
The blanket was washed but not packed in. I already payed in advance.
I asked the woman at the counter if she could be so nice to pack the blanket in.
Then she put it in an open plastic bag although it's raining.
A typical example how in Germany the service doesn't think fully from the eyes of the customer.
Either you have enough energy as a customer to beg for the most self-evident things and often risk an unfriendly answer or even pretty rough rejection or you live with annoying inconviences as a customer.
These kind of things will often happen in Germany.
Ans I say that as a German who is proud and happy about a lot of things in this country.
But, let's be honest: Service is often bad in Germany.
Maybe we Germans can mind that and be more friendly next time when it comes to a service situation.
why would you bring back a 1.50€ product?
we have a saying here, iam not sure if it makes sense in english: "wer ständig auf seine rechte pocht bekommt wunde finger" literal if you are knocking with your fingers on the table to enforce every tiny right you have, your fingers will get hurt. and the meaning is that the effort or the resistance you have to fight against is not always worth it.
also that cashier will remember your face, he/she will roll eyes again when you buy something in this place next time.
i can tell a fake and true smile apart easily. havent had a great time with service back in the us, but no bad experience either.
in germany i would say its 50 50. if the service is good and friendly its usually honest and i have a way better experience.
but having negative emotions towards a customer out of bad mood is a no go when working with people, in my opinion.
There is a saying here, customer is always right.
Very brave, Dana, very brave ;-)
In Germany the sole task of employees is to refill the shelfs...