A fine start to National Customer Service Week.
An aerial company I had booked to do some work at home called 20 mins before I expected them to turn up to say they wouldn’t come but would “book you in for tomorrow”. Oh no you won’t!
The dentist receptionist fumbled to find the GDC number (I guess registration number) of my dentist, needed for my insurance claim (she sighed when I asked):
– “You can make a note of it for next time you need it” she said as she handed it me on a piece of paper.
– “Likewise” I replied.
The school receptionist said it would be too difficult to print us off a copy of a newsletter they hadn’t been able to email (to any parents) due to some failure in their system.
Three or four calls from the bank:
– “Is now a good time?”
– “Is it urgent or important?”
– “No”
– “Then no”
– “When can we call you?”
– “When you have something urgent or important”
If I sound grumpy that’s something else I hate about these negative encounters – getting me in a bad mood. I’m such a respectful person that I hate to have drawn out of me anything unkind when faced with disrespect.
But I do have a new car garage that did the job, on the day, for the amount agreed (which was less than the useless old garage wanted).
I think it all starts from being competent and caring enough to look after your customer. The competence bit is takes a bit more going into (another time). The caring bit you should just get from a decent upbringing and some empathy. How easy for these interactions all to have gone so much better.
AI4KM - Robert Taylor 