2014年 04月 21日
Customer Care Is More Than Just a Smile |
All Topics AIDSAfrica on the MoveAgribusinessAid and AssistanceArms and ArmiesAsia, Australia, and AfricaAthleticsBankingBook ReviewsBooksBusinessCapital FlowsChildrenClimateCommoditiesCompanyConflictConstructionCorruptionCurrenciesDebtEcotourismEducationEnergyEntertainmentEnvironmentEurope and AfricaExternal RelationsFood and AgricultureGame ParksGovernanceHealthHuman RightsICTInfrastructureInnovationInternational OrganisationsInvestmentLabourLand and Rural IssuesLatin America and AfricaLegal AffairsMalariaManufacturingMediaMiddle East and AfricaMigrationMiningMusicMusic ReviewsNGONutritionOceansOlympicsPeacekeepingPetroleumPolioPregnancy and ChildbirthPrivatizationRefugeesReligionScienceSoccerSportStock MarketsSustainable DevelopmentTerrorismTradeTransportTravelTuberculosisU.S. Asia, Australia, and AfricaEurope and AfricaInternational OrganisationsLatin America and AfricaMiddle East and AfricaU.S. MY COLLEAGUE and friend Sandra Idossou wrote an article on March 4 on customer service (or lack of it) in which she described an appalling pool side incident. She got some interesting feedback too. Whereas most viewers were positive, one in particular wrote practically another 'article' and accused Sandra of ranting about customer service (the response seemed like the rant to me). Mercifully, Sandra did not engage. Lack of politesse aside, this response highlights the fact that there is saturation in this whole customer service improvement business. Unfortunately, we have not managed to 'saturate' our service delivery with all that is good. Last week I saw this in three separate incidents. The dentist: Anyone who has suffered a tooth ache will tell you that it is one of the moments when murder seems to be a very close and easy option, if futile, towards solving your agonising pain. Imagine being in such suffering and waking up first thing in the morning to see a dentist and then you are kept waiting for three hours only for the good dentist to send you away twice to get some paperwork that the clerk who received you should have sorted out. The second time round you go and the good dentist sends you off to come back the next day. Neither proper examination nor consultation is done all this time and you go back with your toothache. Never mind that you paid consultation fees. Mercifully, I was directed to another dentist who sorted out the problem in twenty minutes at less than a fifth of the price the first dental clinic would have charged me. Internet Service Provider: ISP's, as they are called are some of the most important companies of our time. They provide us with data and voice telephony services. That is, we get internet and phone services from them. Like most people, I had stayed with this company for year. After all, it has been the biggest service provider in the country from the time mobile telephony hit our shores. To be fair there was a time their customer service was super. Unfortunately the same cannot be said now. My trouble began around the time there was a big conference on Information Technology, where among other things, 4G internet was promised and implemented. I have no idea what 4G is, but I was told that it makes internet speed real swift. Mine got real slow and only got slower. Justus Kabarega, 65, can remember vividly the kind of music he used to dance to in the early 80's. Internationally, this … see more »12›View AllAds by Google Copyright © 2014 The New Times. All rights reserved. Distributed by AllAfrica Global Media (allAfrica.com). To contact the copyright holder directly for corrections — or for permission to republish or make other authorized use of this material, click here. AllAfrica publishes around 2,000 reports a day from more than 130 news organizations and over 200 other institutions and individuals, representing a diversity of positions on every topic. We publish news and views ranging from vigorous opponents of governments to government publications and spokespersons. 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| 2014-04-21 16:21