Posted to Sydney Morning Herald (12/12/2011) on 19/12/2011 at 4:27 PM, 4:28 PM, 4:28 PM (Not published by newspaper)
Commenting on "And the winners for poor customer service are ..."
http://www.smh.com.au/small-business/managing/blogs/the-venture/and-the-winners-for-poor-customer-service-are--20111212-1oq94.html
The following are some critical points of observation:
Many trainers / teachers in retail, hospitality and marketing subjects do not have hands-on experience in dealing with customers, and therefore customer service is just a term they know but are not be passed on in practice to the students / trainees.
Some business operators have no prior experience in customer service. They may be office workers / professionals who become unemployed after taken a redundancy package, being retrenched or retired. Their previous role was to deal to hard data, or sit in front of a computer which did not required any human emotion.
For investment migrants from overseas, one of the visa conditions is to invest in a business which employs paid staff. Many have their intention is to get the Australian passport and not do not worry much in running a successful business. However, there are exceptions to the norm.
The failure of frontline staff in providing service is the fault of the supervisor or manager. If staff in higher positions lack the people skill themselves, it is likely that the service provision by the staff at low ever level s will be non-existent.
Workplace environment has great influence on the morale of the staff, particularly the frontline staff dealing with customers. People working under constant extreme pressure are unlikely to have a smile on their faces. On the other extreme, if there is no pressure at all due to lack of supervision or depressed sales, similar scenario will occur.
End Part 1 of 3
It seems like whinging and moaning but not taking positive actions is the Australian pastime. Are you one of those that walk away from the shops, supermarkets or restaurants when their staff provide no service or poor service? Do the staff know why you walk out from the premises? You may argue that they should know why; but just for argument sake, what if they do not really understand why you get annoyed and upset.
Many people forget that the young people are part of the same society they are living in. If they want a utopian or near utopian society, they have the responsibility and a role play in "educating" the young people. Many will argue that the young people would not listen, but how many times have they tried to influence the young ones? Is this apathy or just being selfish because these are not their children?
It is important not to have a resentful attitude such as "an eye for an eye". If you blast the shit of the staff for not giving the appropriate level of service, your blood pressure could rise so high that you may require hospitalisation.
If you feel that by not providing courteous service will upset you, guess who is going to be the bigger loser? Your day is likely to be ruined; the people around you may not get good reception from you, or you may make countless mistakes in your work for the rest of the day. For the service staff, life goes as normal.
End Part 2 of 3
When you enter a premise as a customer, greet any staff member you encounter with a smile and say G’day audibly. By doing so, they will reciprocate.
If you come across a staff busy working, praise him/her for being a hardworking person, even though you are not the manager or employer. Pay attention to that person’s reaction. That smile is priceless!
Some staff members may be hanging around chatting instead of serving you. I suggest you go to them and ask in a pleasant tone whether you can join in the conversation. After making your request, then divert your conversation in getting them to provide you with some service.
During certain time of the day, staff may be gone for break. Some larger shops or supermarkets have the PA system and information counter; you can go to person staffing the counter and request for assistance, instead of throwing tantrum.
Businesses spent a lot of money in promotion in order to get customers through the doors. Supervisor or manager likes your feedback as a regular customer trying the help the store/shop to improve their business. You may provide suggestions how a certain staff member can improve in terms of attitude or product knowledge.
If "Mohamed does not go to the mountain, bring the mountain to Mohamed". If you are confronted by an unfriendly service staff member, how about return him/her some consoling gesture or speech? Smile and good manners can be very infectious. Go on, infect someone.
End of Part 3 of 3
