Good customer service
Do you think you generally receive good customer service when you shop?
My husband ordered a part for his computer and after waiting 10 days he rang the company to be told that the part had arrived but they were unable to locate it in the shop—it had gone missing. DH asked what they were going to do able it. The reply was “re-order the part”. DH reminded them that it took 10 days to arrive the first time and he really wasn’t keen to wait another 10 days for a part they had lost. DH asked if it could be send express mail, he was informed it wasn’t store policy. As you could imagine, DH wasn’t very happy at this point and asked to speak to the manager. After going in circles, he was informed he could shop elsewhere if he didn’t like waiting or their attitude. He did just this, got his part and received far better service from the other store (also part of the same multi-national company).
My DH made the comment “Australia has far worse customer service that the USA”. My question is, is this true? Do Australian get a worse service than America?
Personally I generally receive good service, not always brilliant, but rarely bad. When I receive outstanding service I do comment on it, perhaps because I don’t see it often enough and generally received consistently lower service which I now take as the norm.
My biggest gripe with customer service in Australia is finding someone to help me—this generally isn’t a problem in smaller stores, however in the larger stores such as Bunning’s (hardware) it is almost impossible. And when I find someone, they are not always knowledgeable enough to provide advice that I need. I also find our large communications companies (phone and internet) difficult, especailly when I have a technical problem. Only this week I spent also an hour on the phone with little success. Outsourcing to other countries has created language and cultural differences when explaining technical issues, that I find SO frustrating.
On the flip side —my son worked at McDonalds a few years ago and he was surprised at the rudeness of the customers. Customers who didn’t know the word “thankyou”, who treated him as “dumb or stupid” because he worked at McDonalds, demanding customers who weren’t willing to wait and then got aggressive. So I do think Australians (some, not all) also make poor customers .
I have always tried to teach my children to “treat people how you want to be treated”, and if you live your personal life this way, it will naturally spill over into your working life. However I am beginning to think that many people don’t have a clue how to treat others resulting in poor customer service and rude customers.
What do you think?