Customer experience is essential for consumers and owners of businesses. It is assumed that if people come to the place to receive service or buy a product, they will get high-quality treatment from personnel. In this case, it is not necessary whether the business is small or large; as customers, we wait for decent service. Indeed, some situations might upset the consumer. I will share my negative experience while visiting a large cosmetic mass market.
Last year I went to a large shop and wanted to buy some new cosmetic products. It was a trendy place where I liked to buy cosmetics. However, that day my shopping was not successful because of improper service. I asked the consultant for a mini-version of the product because it would be helpful to try this thing on and see how it looked. The consultant rudely answered me that there were no samples and that shop never sold them. However, I knew that they did; I expected the seller to be polite to me. My mood was spoiled, and the experience was awful. I think that this situation relates to emotional experience, which is described in the second chapter. This experience constitutes an essential part of the customer experience (Lueder & Cadden, 2012). The customer feels unsatisfied when experiencing negative emotional experiences.
Overall, if I were a consultant, I would behave in another way. My stance is that customer service is vital for the general appearance of the business. I would recommend this large business to train employees to behave in a polite and friendly way. The owners of the company should understand that the harsh treatment of customers harms the brand. This mass market might be improved by conducting special behavioral training for personnel and undergoing examination for them.
Reference
Lueder, S. L., & Cadden, D. (2012). Small business management in the 21st century. Saylor Foundation.