Unfiltered Mommy

An honest view of parenting in today's world

German Customer Service

on June 1, 2016

One of the things that I miss so much about American is Customer Service. I know it sounds strange, but when you come from a country where the “customer is always right” you really take it for granted. It wasn’t until living here and having the daily experience of interrupting with unfriendly store clerks who are annoyed because they have to help you or the cashiers who make me feel like I can’t get through their line fast enough, that I realized just how good we have it back home. It has got to be one of the biggest differences between the two cultures that I have come across so far. Rather than continuing to be annoyed with it, I have started to just shake my head and laugh when I hear this stuff or have these experiences, because honestly, some of it is truly is unbelievable.

For starters, nothing is open in Germany on Sunday except for gas stations and a few bakeries. It is considered the day of rest so very few people work and you are not allowed to do anything that would annoy your neighbors by the way of noise pollution. So no mowing the lawn or doing yard work on Sunday. No hanging laundry out on the line to dry in the sun because seeing you doing yard work or seeing your laundry is bothersome. Seriously? Um, yup! So even though Ruhetag or “Quiet day” sounds great in theory, I am not accustomed to it and it makes my weekend seem that much shorter. Every Saturday is spent running all the errands you need to do to get everything ready for the weekend and finishing up all the yard work. Meal planning for Saturday, Sunday and Monday morning needs to be done and all associated purchases need to be completed by end of day Saturday, which here is 10pm. To me it causes more stress. But it seems to be consistent with the theme here of “hurry up so you can relax” that I have seen. I think I personally like to be “calm and steady”, taking time to relax when I get the chance. So how does this relate to customer service? Oh yeah, well since everyone in town has to run all their errands on Saturday, the stores are crowed and the already unpleasant experience of shopping here just adds to the fun.

Limited Selection: Stores are small here and often have very limited selection. I went to the drug store to purchase a flea and tick collar as well as a few other items. The store has a very small pet section so I thought they may have basic needs like a flea collar. It is Spring here and there are many children and animals who have been getting ticks this month. Yuck!! So after looking, I could not find the collar so I went to look for an employee to help. This is difficult because other than cashiers there may be 1 or 2 other people working. Usually 2, but one is on a smoke break. Hahaha! (not really kidding) I found a woman who was helping someone else, so I stood there and waited my turn, hoping that she would not ignore me and walk away when she was finished. I got here (yeah!) and was able to find out that they do carry them but that they are sold out (of course) and would get a shipment on Tuesday. You guessed it, it was Saturday so it would be another 4 days before they had a flea collars. Oh my God! That would never happen in America. If you went to CVS, they would probably have a whole box of them in the back to restock or they would have them the next day. So on Monday, I drove across town to the pet store and bought one where they had a pretty good selection of 3 different kinds to choose from. I selected the ultrasonic tag for her collar. We’ll see if it works.

They only have one in your size: If you go to the mall in a small town like ours and have a common foot size like I do, 40 or 41, it can be difficult to get shoes you like in your size. Stores only get 1 or 2 pairs in each size, so when it’s gone, it’s gone. Some brand name stores can order it for you with free delivery to their store but since most of the stores here are independently owned, they don’t offer to order it for you. I guess they just hope that you’ll settle for something else they have in stock in your size, but coming from America and having an endless selection to choose from, makes one very picky about things like shoes and clothing. Plus these items are so expensive here, I really have to be sure I love them if I am going to commit to the purchase. It’s not like going to Target or DSW and spending $30 on a pair of sandals. When you are paying more than twice as much, you want to be certain they are the “right” pair. I will say though that I have found people working in small shoe stores to be quite friendly in comparison.

Unfriendly, often annoyed cashiers: The people who work at grocery stores and restaurants are really lacking in the customer service department, with cashiers at these stores taking the prize for the most unfriendly people. They are borderline hostile, I wonder that is all about. I really don’t get it. Cashiers here sit on chairs and scan your groceries and take your money. That’s it. There are no coupons, bagging or anything else. Just scanning and taking money. Sounds easy enough but oh my gosh, if you change your mind and decide you don’t want something after it is scanned, they have no ability to void the item. They have to re-ring the entire order? Yup, it has happened more than once. They get pissed and they make sure they give you the death glare long enough so you know just how pissed they are, and to give you a chance to change your mind so they don’t actually have to work that hard. But guess what? Tough shit. It’s your job. Do it. If something is leaking or a package gets opened, I don’t want it. Especially if I have not paid yet and I have not left the store with it. I am not buying it!!

Apathetic employees: We had the most uncommunicative travel agent too! Crazy right? My husband and I went to the travel agency sans kids to get some information on a package to go to Sicily for a week. You would think the travel agent would want to sell you a package for 4 people including airfare, rental car and resort for a week but she was totally uninterested in us or selling us anything. I honestly think she was half asleep during our interaction because their was no “selling” or even a hint of interest in helping us plan our vacation. We left there disappointed but not totally surprised either.

This was similar to our experiences buying furniture. The salespeople did not offer any information about things and getting them to explain about delivery and installation was like pulling teeth. We had to ask every questions every time. We also learned that it takes a minimum of 8-10 weeks for delivery of furniture if you have to order it, which is like everything here unless they are selling the floor model.

Take zero responsibility: The absolute worst was the AEG repair man who told me that we broke our brand new dishwasher because we did not scape and rinse off each dish with a brush before placing it in the dishwasher. Somehow, that burned out the motor on a 4 month old machine. I explained to him that I have read the Owner’s Manual which specifically says “DO NOT RINSE DISHES PRIOR TO LOADING” and he began to lecture me about how in Germany they are about conservation so German dishwashers only uses 3 liters of water, blah, blah blah.Hey says “In America, you are all about…”, to which I replied “Shit that works!”. Oh man I was so mad at this point. So on his way out, he feels the need to insult us and our dog by saying “Oh, and don’t feed your dog so much and he won’t be fat.” WTF??? Yes, thank you dishwasher repair man for your 2 cents about how we care for our dog! So I kindly said, “Oh thanks, but our dog has a condition. She has a growth here” (and I pointed to her ‘fat’, which actually is a growth) .

So on Friday I have to get my iPad fixed (which is still under the 1 year warranty) so we ‘ll see how that goes!


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