Poor Customer Service Costs Companies!

Teri Ann Renee Paisley, Gleaner Online Writer

I strongly believe that many companies just don’t realize the importance of good customer service.

Even if the product or service offered by the company is of good quality there is only so much poor service customers will allow before they decide to take their business elsewhere.
As we are currently in a recession, companies certainly can not afford to lose any customers.

Jamaican customers are discerning, they usually can tell when their comfort and well being are not the focus of the company. Often its the employees who are paid the least and are the face of the company that can turn customers away with their lack of warmth and incompetence.

The management team is often not aware of what is happening on the ground level of the company and so are unable to plug the leak of dissatisfied customers.

Negative publicity can result for those companies with poor service as word spreads quickly.
If even one customer has a bad experience the increased popularity of social networking, can result in the company’s reputation being ruined all with a click of the mouse.

How to deal with bad customer service
I have seen several cases of poor customer service and each case has to be treated differently.
At one popular fast food restaurant the complaining customer and employee began a shouting match that ended with the security escorting the customer from the store.
Others choose to simply walk away and not spend their money where they feel they have been treated unfairly.

In most cases however, it pays to keep your cool. If a customer calmly explains his problem then there is a better chance that he will be responded to in a similar manner. Keeping calm, firmly state your problem with the service.

Sometimes humour can be used to lighten the mood. I once asked a very depressed looking waitress if someone had died since she looked so sad. She smiled and replied no so the joke lifted her spirits and she looked much more welcoming.

Sometimes it is necessary to request to talk to the manager.

This should be done if the employee is not able to resolve the problem. If an apology is offered on behalf of the employee it is best to graciously accept.

If after speaking to the manager you still feel the matter was not handled properly, then a letter could be written to the head office.

Finally, using the media to air your problem with the company such as by writing letters to the editor, will usually result in evoking a speedy response.

I especially liked the response written by this company in response to a customer’s complaint as printed in the following Gleaner articles.

Read customer’s complaint here: http://jamaica-gleaner.com/gleaner/20130810/letters/letters2.html
Read company’s response here: http://jamaica-gleaner.com/gleaner/20130816/cleisure/cleisure2.html

Tags: customer service