Tuesday, 15 November 2011

It's all about the Service

Isn't it depressing when you receive bad service from a place, for no particular reason. These days I order a lot more online than I used to and last year I think I did most of my xmas shopping online. A lot of the time, the delivery person is in a hurry to complete their round, I totally understand that. But really, would it hurt them to smile as they hand over the parcel?

I remember one occasion this year when the delivery person practically threw the parcel at me with such a horrible look on his face and then stormed off out of the building. Had that man been a representative of the company that I ordered from rather than a delivery courier, I would never have ordered from them again. It ruined my day, and it is a moment that has really stuck in my memory. All because I didn't answer the door within a couple of seconds so he could rush off to his next delivery. I felt like an inconvenience, when I had paid for that item and probably paid a delivery charge on top. 

Then there are companies who cold call us. They read from a script, and sometimes they don't even deviate from this when you try and talk to them. When you try to cut them off not to waste their time, they can become downright rude. Some of them have even just put the phone down on me. The way that I like to deal with the really persistent ones, is to waste their time back. I let them get through to the end of their script, often a few minutes long, and then I tell them I'm not interested. These ones are just pests. I'm a very reasonable person, and I know it is their job to sell sell sell, but when they invade my life and then talk over me with their script, I don't feel bad about being an arse.

In contrast, there have been two occasions this week when I've had excellent customer service. Firstly, speaking to a lovely lady yesterday to update some details into my married name. The lady at BA was great. Friendly, helpful, and she did exactly what she said, turned my request around quickly and gave me faith in the company. I am a person who hates making phone calls. But when you get service like this, it makes life easier and makes me hate it less.

Secondly, a service company. My husband spoke to them on the phone on Friday as there was a problem with the flat. They were, again, friendly, they talked with him through the problem and arranged to send someone out. The guy arrived exactly on time, with a smile on his face, a bit of conversation and fixed the problem and explained it to me as he wrote out the service report. If only more companies were like this. 

So, if you're in a service role, and you have to interact with customers or potential customers, then please, whatever is happening in your day, there's no need to take it out on the person opening the door or answering the phone unless they've done something to you to deserve it.

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