Tag Archive: customer


What is customer service?

Really, what is customer service? Because I am getting to think some companies do not understand the concept and can’t deliver it. An easy definition of customer service is treating your customer well. Ahhh, yes we can agree with that but just treating your customers well is not good enough. We need companies to go beyond treating their customers well.

Customer service in 2010 is a function of how well an organization is able to constantly and consistently exceed the needs of the customer. If a business today is not able to compete on customer service delivery then it makes no sense entering the business world. The company would have missed the point and focus of what companies should deliver to their customers. Firms today display on huge scrolls their mission statements and vision statements in their establishments. They express how wonderful the customer is but somehow their delivery does not match up with the words.

On Wednesday March 3, 2010, my friend purchased two slices of cakes from Pastry Passions. They have outlets in Manor Park and Liguanea, all located in Kingston, Jamaica. Later on, I opened the package, everything looks presentable, glanced a bit; it looked good so I began to partake. After eating two pieces I noticed that there was plastic below the icing. I thought to myself “this isn’t right?” I have never purchased a cake and seen plastic below the icing. After some investigations, I learnt that they use the plastic to retain the moisture. It is used for cakes like black forests – the one we bought. Clearly the individual who applied the icing forgot to take off the plastic.

I recognized then that this must have been a genuine mistake. I can’t fathom a pastry outlet of the repute like Pastry Passions making this mistake.

In a situation like this you either accept the mistake and the disservice as normal or you report the situation. It is sad that I was willing to condone and accept this mediocre service delivery from a company when you have paid a nice chunk for a slice of cake. Many customers share this profile though. When something in the service delivery goes wrong they accept the wrong actions by the company as normal when it is not. We need to reach a level where actions like these don’t go unreported. We were so lackadaisical about it that I was able to convince my friend to eat the cake.

However, he decided to call Pastry Passions to report the case so that they were aware of the matter and that no one would be harmed. It would be sad and a bad tale to have a child swallow a piece of that plastic on the cake.

During the conversation, the representative from the company becomes irate. Not over the fact that this incident could have happened at Pastry Passions but was angry that the person reporting the matter had an attitude. This is a blatant violation and a health risk that could bring the store closed and you are giving the customer an attitude. I was upset because I expected better from Pastry Passions. They are all over the Jamaican media telling how good their cakes are blah blah blah. Truth be told, they aren’t that good. Even their presentation sucks because the cakes on display are messed up, the icing does not hold up. So when people can see flaws in your product and still have the guts to handle it and purchase your goods, giving an attitude should be the last thing on your mind. To bring everything home, honey, this was not a normal entry level employee dishing the attitude and insolent behaviour this is from one of the managers.

And that is the saddest part of the story. That a manager, who we will assume should know better, could have done this.

The night got better though. The cakes were returned. While in the Manor Park outlet of Pastry Passions the other manager stormed in, was angry that this situation all had happened. She apologized and it was accepted.

Customer service in Jamaica is at its lowest point. I think we have low regards for customers because as a people we have no respect for people. There are a few good people left. I wrote a blog post months ago that spoke about this topic. In it I shared great experiences I had, so I know great customer service delivery can be reached. It is not hard, it is not a stretch out of our imagination. We don’t have to wait until we reach on an airplane to enjoy it. Customer service should be like breathing, it’s that easy.

When I left school I was employed with the marketing firm and through another private sector firm was offering free customer service training. You need to read that again, free customer service training for their staff. All I had to do was to call up the companies and share the good news of free customer service with them and ask if they were interested. Would you believe that some companies turned the offer down? This training was not mediocre customer service training. They were getting training materials that they could keep all for free. I had managers on the telephone attempting to convince me that their staff does not need customer service training. I also want to share that the training sessions I did companies were surprised of the quality, the technique I used and some expressed I should continue. I am passionate about customer service. Three companies can be selling the same thing but what makes you stand out is how you treat your customers when they walk through your doors.

Do you say “May I help you?” in a dry tone, or

You walk over with a smile and say “Good morning, how are you?” (Wait for a response)

“I see you’re looking at jeans pants, what size are you looking for?”

I should not be shopping and screaming on top of my lungs “HELP”.

Customer service is something you either have it or you don’t. If you don’t have it, pray that you’ll get it. Because we are at a stage where if you ignore it, another company might steal your idea and do a better job at it. Do you have it? Customer service is history, it is in the past. Today, as customers we seek customer empathy. If the manager on the phone, got apologetic and really expressed his dissatisfaction with what his company did we would feel better to consume there again. With the way he handled the situation I am not sure I want to look through their panes anymore. Customer empathy is showing your customer how much you care about them. Because they would have cared a lot before to have reported how bad they feel.

Tips on providing great customer service/empathy

  1. Do not take criticism personally.
  2. Listen to the customer.
  3. Acknowledge that your company did something wrong
  4. If it is the company’s fault fix it.
  5. Do everything with a calm voice, mixed with a smile. It will go a far way.
  6. Never forget to make it up to the customer. Provide free service/gifts, because you want to retain this person.

UnitedAirlines_B777-222_N775UA_22_5503Businesses more than ever are ensuring that their front line employees are delivering the best customer service possible. However, things do not happen the way they ought to. Recently, on an United Airline flight a customer’s luggage, a guitar was severely damaged. After the matter was reported to the respective company personnel, the conclusion was that the guitar would not be replaced or repaired.

bustedWhat did the customer do? The customer, a recording artiste became the company’s worst nightmare. He recorded a song and uploaded it to the popular video website www.youtube.com. Clearly, after this, the message was delivered to United Airlines and the company rushed to remedy the situation which will be causing the company a great deal in bad public relations.

There is a saying that any publicity is good publicity. However, I would have to disagree with this statement.

Global companies such as Ritz Carlton are leaders in customer service delivery. Employees are trained to deliver the best quality service possible. In business school students are taught of the Ritz Carlton Creed which all employees at that hotel have to walk around with and they must at all times be able to recite the entire creed. This company fully understands how important its customers are and are willing to invest in training and ensuring that employees are able to handle situations as they arise.

United Airline’s management should take a look at the model at Ritz Carlton and ensure that this bad situation which is encountered by thousands of other customers never happens again.

Bad word of mouth accounts can ruin the service quality for any company. Imagine this video is seen by millions of potential customers around the world and these millions forward this video which is entirely possible to other millions of potential customers. This is a nightmare and a horrible situation for any company to be in. Thus, the importance of training employees to handle situations such as this is imperative and should be enforced.

The owner of the guitar reported this issue to flight attendants who showed no interest in the matter. Clearly they have heard many reports such as this before. Flight attendants in this situation should be able to comfort travellers in this situation even if it is the fact that employees regularly damage client’s property.

In concluding, companies should learn from this mistake. The world is open more than ever and the moment a customer is upset with the service delivery millions of potential customers are privy to this information. This could potentially lead customers away from the company if this matter resonates with more customers. Companies should seek to train and ensure that front line employees deliver the best service possible. The customer is always king.