Is Good Old-fashioned Customer Service Dead?
If you’re like me you appreciate good customer service no matter where it is, we kind of expect it and we’re annoyed when we don’t get it. Recently I’ve really started to appreciate it because I have had some instances of really bad customer service in some places where you wouldn’t expect. The days of the “customer is always right attitude” are dying out and I’ve had more uncomfortable experiences in shops and cafes over the last couple of months than I ever had before.
I’m not an aggressive person (no, honestly) and when I’m involved in these situations sometimes I struggle to know what to do so I simply walk out and don’t ever go back. So there’s a couple of cafes in Cleveland, a certain car wash place in the Redlands and a certain DIY store in Victoria Point that’ll never see me again!
If someone gives me really good customer service I go back, I now go to a certain DIY store in Capalaba because the customer service is excellent and they can’t do enough for you – they have the right attitude. Something that we used to take for granted we now have to search for. I don’t know what it is – am I getting old? (quiet down the back!), am I turning into a grumpy old man? (quiet down the back!).
Another thing that annoys me is when some-one promises you something or commits to something and then doesn’t deliver or just doesn’t turn up. It is so incredibly annoying because if you’re waiting for some-one and they don’t turn up, you’ve just wasted your valuable time. There’s not even a phone call! I could go on.
One of the most important things that we look for in any of our staff is their customer service skills. Yes they have to be able to fix things but they also need to be able to have a rapport with our customers and be able to talk to them in plain-English.
We recently did a survey with a random selection of our customers and that’s what came out top – customer service and responsiveness. We’ll have more on the survey in a later edition of the newsletter this year, but one thing that the survey has really done has had us refocus on what our customers really want and we hope that this has come through in the service we provide.
If you have any feedback about the service we provide whether it’s positive or negative please let me know. It’s the only way we find out whether we’re doing an excellent job or areas where we can approve.
About the Author
Geoff Stewart is a highly experienced and skilled Technology Director at Surety IT. His knowledge is based on years of industry experience having created customised, stable, well performing systems both for multi-national companies in the UK and Australia and Surety IT customers.
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