Business & Finance Customer service

[SHAKESPEARE]

This is every JB in Brisbane, other states too??! But it tends to get balanced out by the 50yo hippies in the music section.

Scored a comp'ed flight and a $300 voucher from an airline for overcharging my credit card the other day, so no complaints from me on the customer service front.

Down in Melbourne, every employee is hipster and attractive. Guys and Girls, all top 10% of the population. This is front desk and music/dvds. The tech and TV guys are another story though

 

[radiojake]

radiojake - I was once told 'I hope you od on smack and die, you ******* miserable bitch' because I couldn't get them into rehab the same day.
Working in the health sector brings you face to face with some very, very interesting clients and I wouldn't swap it for anything

Haha yeah..

I quite often get patients come in who look a little 'rough' and they'll ask if they can see a doctor who can prescribe [enter probable schedule 8 drug here] - Even if I have never heard of the drug, there's normally a fair chance that if they are asking me that question, the answer is going to be 'no' - Have got a wide range of reactions from these patients.. Some are great and are happy to wait a couple of hours and don't say a word.... Others are rowdy and ask every two minutes how long til they get seen and otherwise make a nuisance of themselves...

Only had one raise his fist at me like he was gonna punch me once, but he didn't

 

[Bunk Moreland]

I wouldn't expect good customer service at a doctor. Just common politeness etc. It's a bit of a different relationship, being a patient etc. I appreciate many in the medical world have very stressful gigs and I'm not too fussed by it. Just cure me!

 

[radiojake]

I wouldn't expect good customer service at a doctor. Just common politeness etc. It's a bit of a different relationship, being a patient etc. I appreciate many in the medical world have very stressful gigs and I'm not too fussed by it. Just cure me!

In truth most people are like this... I guess you just remember the @ssholes more

 

[Bosun]

Always two sides to the story.

I desperately needed to refresh some casual clothing, walked into a shop on bridge road and the sales assistant came up to me and just looked completely over it, she manages to groan out "hi, how are you going, are you looking for anything particular?" I thought "reckon she's had a tough day" so just simply replied "yeah I'm good, how are you going? Busy day?" And bang she cheered up, starts talking about her tough morning, we had a good yarn then was of great help.

A little bit of courtesy from the customer side is usually appreciated and can change the attitude and I guess mood very quickly.

 

[Bunk Moreland]

Always two sides to the story.

I desperately needed to refresh some casual clothing, walked into a shop on bridge road and the sales assistant came up to me and just looked completely over it, she manages to groan out "hi, how are you going, are you looking for anything particular?" I thought "reckon she's had a tough day" so just simply replied "yeah I'm good, how are you going? Busy day?" And bang she cheered up, starts talking about her tough morning, we had a good yarn then was of great help.

A little bit of courtesy from the customer side is usually appreciated and can change the attitude and I guess mood very quickly.

That's true, but again it's not just the attitude of the people you deal with that is an issue. You get good people and bad people, just like the community in general.

As i said, the frustrating stuff I find is the processes and strict controls so many "service" businesses put in place. Those at the coalface often can't do anything, they have their process and that's it, they'll be gone if they don't follow it. And these processes increasingly seem to not be about the customer - they're about stopping certain things happening that probably aren't that common anyway - the old making rules for the lowest common denominator.

I think a hell of a lot businesses could do better with a rule around "just make sure the customer walks out happy". You'd need to apply your common sense obviously but I just think we've gone too far in the other direction. I guess it's the proliferation of large corporations and thus the decision maker is very far removed from the coalface, and rules and governance take precedence over letting a lackey use their common sense.

 

[SHAKESPEARE]

I hate when I get approached in stores. I just want to look around and feel so uncomfortable when I must tell them im just looking.

 

[Caesar]

I hate when I get approached in stores. I just want to look around and feel so uncomfortable when I must tell them im just looking.

There's an art to dressing for shopping. Not fancy enough that you look like a good commission. Not hobo enough that you look like a shoplifter.

 

[Shell]

Oh and their TV salesmen think they are gods gift. Good Guys always better and nicer.

They used to be- I've found the service to be more like Bunnings lately- ie. "where the **** is everyone".

FWIW, I used to work in customer service. From a cinema chain, to sports and mens retail and the Body Shop. And it's a bloody hard, tiring job. (um except for the cinema lol). Especially around the xmas period. That is brutal- remember doing a 14 hour shift, i almost went crazy by the end of it.


Oh and hotel check ins I find are fine as. In fact a couple of hotels checked me in at 8/9am!! Was expecting to drop my luggage off, but was a nice surprise to check into the room. Hotel staff in general are pretty good imo.

 

[Scotland]

I don't think it's that bad. Customer service is always going to be better in countries where people in hospitality are paid a low minimum wage and rely on tips. I'm reasonably comfortable with the tradeoff we have in Australia though.

Customer service here suuuuuuuucks.

1. Not having legalised slave labour as they do in the US is a factor, but low unemployment and high societal expectations are also big factors. Your average waitress knows she doesn't need good tips to afford to buy her next meal, but she also knows that if she gets sick of dealing with customers she can just go and work at a quieter cafe or work at K-Mart or something instead and make just much money. That fosters complacency. She's also used to a society where people that work in low skilled positions enjoy a very high standard of living compared to other Western equivalents. That fosters an attitude of equality, which in a service position isn't actually a positive trait. I'm certainly not going to stand up for the some of the ridiculous customer behaviour I've seen nor am I going to advocate promoting a servile underclass, but if you sitting down to a meal in a restaurant for example for the time that you're there the staff should work for you. That's how customer service works.

2. Customer service is not limited to face to face interactions in retail/hospitality. I've lost track of the number of disappointing experiences I've had with tradespeople, clerks, suppliers etc. as well as shop assistants & hospitality staff. The prevailing attitude I've encountered from disappointing experiences has generally been lack of pride in work and lack of interest in customer outcome.

 

[Sanders]

The customer is never right. The customer is an idiot

With fries thanks

 

[Sanders]

Really? I don't think I've ever been to a hotel where they've enforced the check-in time when the room is ready to occupy.

You wouldn't know if there is or isn't a room, you only have their word for it

 

[SHAKESPEARE]

They used to be- I've found the service to be more like Bunnings lately- ie. "where the **** is everyone".

Oh boy this x 1000

Bunnings have nobody around! I was abusing fellow customers because i couldnt find what i wanted

 

[Caesar]

Customer service here suuuuuuuucks.

By comparison to what? I'm rarely blown away but the solicitousness of customer service in Australia, but it's also pretty rare that it actively detracts from the product/service I'm purchasing. As far as I'm concerned, that's pretty much a pass. The baseline is worse in Perth, but that's to be expected given the way the WA economy works.

My customer service issues tend to be more the fault of the organisation - e.g. Bunnings, who never have anybody available and apparently require such a degree of staff specialisation that 90% of them will never be able to help you anyway because it's not their department.

You wouldn't know if there is or isn't a room, you only have their word for it

Well sure. All I can say is that whenever I have arrived at a hotel early, before I leave my bag they always volunteer to check whether the room is available.

 

[The Passenger]

radiojake - I was once told 'I hope you od on smack and die, you ******* miserable bitch' because I couldn't get them into rehab the same day.

that would be the dream when i'm about 80 or 90 and have left absolutely nothing on the table.

 

[Scotland]

By comparison to what? I'm rarely blown away but the solicitousness of customer service in Australia, but it's also pretty rare that it actively detracts from the product/service I'm purchasing. As far as I'm concerned, that's pretty much a pass. The baseline is worse in Perth, but that's to be expected given the way the WA economy works.

My customer service issues tend to be more the fault of the organisation - e.g. Bunnings, who never have anybody available and apparently require such a degree of staff specialisation that 90% of them will never be able to help you anyway because it's not their department.

By comparison to an arbitrary standard of where things should be. My gripe is not with being met with a smile and a cheerful greeting, it's with people not really giving a **** about my reason for engaging their services.

Customer service staff are the firing line of any organisation. That's what the job entails. If you work at Bunnings and don't know anything about masonry anchors, your responsibility as an employee should be to direct the customer enquiring about masonry anchors to someone who does know. That's the job.

 

[checkraiseulite]

I think one of our biggest problems here in Australia is that customer service jobs (especially in retail and hospitality) are almost never looked upon as careers, they're merely jobs for people studying, working part-time to help support their family etc.

This fact has a whole range of implications for the customer service industry and why service here is generally dogshit.

 

[kickazz]

"And they've forgotten about service," he said. "You can't say to a guest who is maybe hungry and jet-lagged that 'breakfast service is over'.

Hey, the chap who wrote this article isn't related to this guy is he?

 

[JuddsABlue]

2 things in my opinion

Companies these days are run by accountants

A tipping culture will always lead to better service. In Australia majority of people just can't wait to finish work and it's reflected in service industries

 

[Glenno23]

I think one of our biggest problems here in Australia is that customer service jobs (especially in retail and hospitality) are almost never looked upon as careers, they're merely jobs for people studying, working part-time to help support their family etc.

This fact has a whole range of implications for the customer service industry and why service here is generally dogshit.

Need to find the right company

The one i work for has paid for me to do my TAFE accreditation's and a double degree in retail management

The last course cost about 10K

 

[Varcoe2Chapman]

I've worked in Customer Service for 5-6 years now, and also have a Certificate IV in Customer Service. Yes, the concept of 'customer is always right' is fading. Mainly becuase it was costing companies too much money. Also customers have that concept and pedal it for all it is worth.

I am never difficult when being on the other end when i'm eiher out for dinner, or buying something, but i've noticed it is the small things that make all the difference.
For example, i was waiting to get a coffee the other week at this cafe. The woman behind the counter was obviously in the middle of some other work - fair enough. She then saw me and continued without saying anything. Not only was it a mundane task but she was taking her sweet ass time. Who knows, it could have been important. Anyhow, i digress. To save me from getting frustrated, she could have said a simple sentence "I'll be with you in a moment". This would have put me at ease, and allowed me to understand that she wasn't going to be far away. Instead i'm there waiting and getting frustrated thinking that serving the customer is her last priority.
This has happened on many occassions and is starting to drive me nuts.

 

[kickazz]

For example, i was waiting to get a coffee the other week at this cafe. The woman behind the counter was obviously in the middle of some other work - fair enough. She then saw me and continued without saying anything. Not only was it a mundane task but she was taking her sweet arse time. Who knows, it could have been important. Anyhow, i digress. To save me from getting frustrated, she could have said a simple sentence "I'll be with you in a moment". This would have put me at ease, and allowed me to understand that she wasn't going to be far away. Instead i'm there waiting and getting frustrated thinking that serving the customer is her last priority.
This has happened on many occassions and is starting to drive me nuts.

I notice it a lot now too, especially at certain places that pride(d) themselves on service. Genuine douchebag customers aside, I think most people understand the idea of conflicting priorities and a simple acknowledgement that you exist is all you are asking for.

 

[matt_897]

Instead i'm there waiting and getting frustrated thinking that serving the customer is her last priority.
.

This. I worked in retail for 5 years now and it amazes me when I see people I work with who will do some useless task instead of actually serving a customer. The customer isn't always right but the customer should always be put first i believe.

 

[Varcoe2Chapman]

This. I worked in retail for 5 years now and it amazes me when I see people I work with who will do some useless task instead of actually serving a customer. The customer isn't always right but the customer should always be put first i believe.

When i worked in a bar, if you were mopping floors near close, you were required to look up every 5 seconds. I remember coming back to the bar one night and this dumb bimbo was mopping floors and there were 6 customers waiting. Basic awareness is essential too.

 

[checkraiseulite]

Need to find the right company

The one i work for has paid for me to do my TAFE accreditation's and a double degree in retail management

The last course cost about 10K

Very few companies bother to invest time and money into their staff because the turnover is so high as people transition out of the industry.

If people aren't committed long term then they DGAF about the quality of service they're providing.

If you quit your job tomorrow are you out the $10k they paid for your course?