Where is the love?

With more and more expecting well, more, for their dollar, customer service has never been more important during these harsh economic times.

You only have to pick up the daily rag to read that retailers and big companies are putting the pressure on their staff to step up their game and really listen to their customers.

As the old line says ‘the customer is never wrong’ and this is the mantra that service providers live by (I have been at both ends of this statement). 

Why is it then, that some people who have titles such as Customer Care Manager or Customer Relations Consultant really have jack all skill in the specific area of offering care to their customers? Or do they just not give a shit? Or do they just like bickering with the people that are keeping them in a job?

I guess I am a bit jaded – our Customer Care Manager (or whatever her damn title is) who is dealing with us during our building process is being plain and simply, an irritating cow who has not given us a single amount of ‘care’.  

I think I have answered all of the questions Ben and I have had about the build myself, as our CCM has been unable to provide any kind of assistance and even when she attempts to, it’s very feeble. Essentially I am doing this woman’s job for her because she is so bad at what she does and I just don’t have the patience to deal with her.

I don’t get this. I mean we are building a damn house and giving this company more money that we’ve ever spent on anything… and we can’t even get a woman to return a phone call or email. I know you are busy, but so am I and a little communication wouldn't go astray. It really is frustrating and all I can hope is that it will be worth all the hassle in the end (which I am sure it will be).  

I am not going to be one of those customers who send a thank you card and a bunch of flowers or the customary bottle of wine at the conclusion of our dealings. I’ll send her a bag of my dog’s pooh more likely. 

What’s sad is that this isn’t the first time I’ve been given slack customer service when it comes to something important.

Last year one of the women who was instrumental in organising our wedding at the Sofitel on the Gold Coast (and who I had in charge of all of the minor details for the reception) decided that on the night of the reception, she wouldn’t turn up.

Well you could imagine how I felt upon hearing from her substitute that she wouldn’t be there (all I can say is that I had wonderful bridesmaids who were plying me with champagne at that point).

It’s like once they get paid, they really just don’t care anymore – there is no follow up and all of their initial promises of being there for you and being only a phone call or an email away are broken. It’s bullshit!

When I am at work the clients come first and that’s how it should be. I don’t ignore their requests and I don’t skit over details because I just can’t be bothered getting into explanations.

Hell, my husband is so damn dedicated to customer service (he works at a bank) that he is at work at 7:30am and often not home until 7pm because he is trying to sort out issues so that people aren't left in the dark without their questions answered. More people should adapt his work ethic!

People, a little care here and there goes a long way!