A Working Man’s View
So What? Who cares? What is Customer Service? What are the repercussions? What does it represent? Who are the culprits? What can be done about it?
I’ve had enough. After being brought to the point of anger where profanity would’ve been my next utterance, I’ve decided to ‘vent my spleen’ in this article, highlighting the cause & effect the breakdown of quality customer service is having on our society.
I’m sure if you’ve ever had a bad experience with customer service, you will appreciate some of the points and suggestions I make in this article. Before I begin, let us first establish what is ‘good’ & ‘bad’ customer service.
WHAT IS GOOD CUSTOMER SERVICE?
To be greeted politely with eye contact & a pleasant countenance;
To be spoken to with a clear, even, tone.
Always ready to listen than assume;
Always prepared to provide assistance.
Ensuring the customer is never kept waiting unnecessarily.
Ensuring your attitude is geared to assistance & understanding;
Providing unknown but helpful advice to the customer;
Delivering/responding on time.
WHAT IS BAD CUSTOMER SERVICE?
Intolerably long queues/idle staff;
Calls not answered within 2 minutes.
To be put on hold for more than 3-5 minutes;
Following call-scripts instead of listening to the customer’s problem;
Late or no arrival of delivery with no explanation;
Unexplained & unwarranted blocks on credit/debit cards;
Unjustified high service charges or penalties by financial institutions;
Misinformation causing expense to customer;
Sour, cynical, unhelpful attitudes;
Withholding useful/valuable information;
Inadequately trained staff.
WHO ARE THE MAIN CULPRITS?
Mainly Banks, Supermarkets, Home Shopping Centres, Mobile Phone Companies, Mechanics, Fast Food outlets, Service engineers – plumbers, gas fitters etc.
Virtually any large institution is, but not exclusively, a culprit of bad service.
We are in a time where a majority of people are in debt and we are in debt to the very major institutions that provide poor service.
If I’m going to spend my hard earned money with you and possibly add to my debt, the very least I can expect is to get what I pay for without fuss, rudeness and with value for money. It’s as if these institutions think “you or someone else is going to spend your money with us anyway, so why should we bother about customer service? – You’ll be back!”
Banks, Home Shopping Centres et al
We all lead busy lives where time is of the essence, yet the queues in Banks etc. get longer & longer. It is not unusual now for someone to spend 45 minutes of their lunch hour waiting to be served in a bank.
There have been numerous times when I’ve had to ask a member of staff to open another till to alleviate the queuing – why couldn’t they do this of their own accord? Why did it need me to point out the obvious? This is indicative of the attitude business has towards their customers. פלטפורמה לשירות לקוחות
By the way, you are legitimately allowed to ask a member of staff or management at any venue or outlet to open another till & start serving customers if it’s obvious the queues are too much for the member/members of staff currently serving.
WHY ARE THEY GETTING AWAY WITH THIS?
We are in a time where government is increasingly forcing us to ‘accept our lot’ in life; ‘SHUT UP, BE HAPPY’!
(To prove my point I could expand here into ‘Game Theory’, ‘Negative Freedom’ and our budding totalitarian state, but I’ll leave that for a future article!).
Add to this the ‘sheep’ & ‘don’t make waves’ mentality of the British and you have a nation that is ripe for arrogant, sloppy business practices. >If we can’t be bothered to take action, they don’t need to respond.
The irony is that under the present political climate it is assumed by government and the captains of industry that what we buy is a true representation of our wants & needs and therefore a true representation of democracy.
Yet we fail to see the power that belief gives us, the consumer. No matter how much small print and word trickery is invested into an organisation’s Terms & Conditions, we are still protected under Consumer Law which has been strengthened considerably over the past decade.