Wednesday, November 09, 2005

Customer Services Service

Over the last decade the service industry has grown in the UK exponentially. Leisure has been the fastest growing industry and with it has come the customer service training. Being in that industry I’ve had my fair share. ‘The Customer is always right’, they must come first etc etc.

Well it’s all soooo wrong. The customer is rarely right. The customer doesn’t read things they’re meant to then blame you because they got their head severed by the pool table - despite the big sign saying “Don’t Do It.”
They imagine things and rephrase things you’ve said to them. They tell you that ‘the person they spoke to on the phone last week said ‘this’ - when all along they didn’t because that mystery person on the phone was you.

Or the other classic line – “You used to do it this way…” Um no, we actually never have. I’ve been with this company every day for 8 years – I think I’m more familiar with how things have been done… or, perhaps we did used to do it ‘that way’ but have you ever considered that things change?

Isn’t it about time that Customers had service skills taught to them. We, the oh so smiley-ready-to-help staff are not punch bags, we’re humans too believe it or not. We do care when things go wrong for you but when you treat us like a piece of dirt that care will evaporate. We are usually just following policies set by higher staff so don’t get all demanding with us when we are powerless to help because stupid beaurcratic rule 1.5a won’t let us – we’re just as frustrated as you!

But it boils down to what is wrong with the country at the moment – the lack of repect. The Chav culture has mutated into the more menacing Hoody culture. But how do you expect these teens to have respect when they see their parent shouting and bawling at service staff with a lack of respect.

Or what about those thrown out of Labour Party conventions for merely voicing an opinion? Nice one Tony. When did Labour become so fascist?

People need to slow down, become more aware of their surroundings, read signs more and you might find tempers get less frayed and mutual respect grows…

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