Decline in Customer Service
It’s hard to pin point exactly what is causing the terrible decline in customer service in South Africa. One can put it down to several factors including that people may be overworked, not paid enough, or simply not happy in the roles they’re in, though in my opinion, they simply don’t care.
Am I a disgruntled customer? Perhaps, but mostly an objectively observant one. I believe that efficiency and empathy is at the heart of customer service yet these seem to be two ingredients missing in the recipe for great client service. The staff on the other end seem to be more annoyed that you (the customer) called or that you came into their store, than they are pleased.
I am not only referring to stores, coffee shops, gyms, or other outlets, but also banks, telecommunications and other. It almost seems to be accepted as the norm in this country to be treated poorly by businesses you surrender your hard earned money to.
If there is one thing that makes a customer return to your business, it’s great service, but now that, that’s a thing of the past, shopping online seems to be the best way forward. And there goes your job. Just like that.
Many, never thought they would one day utter that being served by an emotionless robot would be far more acceptable than being treated poorly by another human being. At least with the robot, you know what you’re getting with efficiency you can bank on.
Here’s a little unsolicited advice for those in the customer service environment: 1. Yes it’s a hard industry to be in, but if you can’t handle dealing with people, it might be best to find another role. 2. Leave your ego by the riverside, and focus only on the reason you’re there. 3. What the customer’s mood is like, or whether the customer appears like a snob, is not your problem. You’re there to serve the client. No, it doesn’t make you a servant, but rather someone who takes their work seriously. 4. At the end of the work day you take your customer service hat off, and understand that you are so much more than your job and whatever bad thing a customer said, has nothing to do with you personally.
Whether you’re a CEO or check out clerk, everyone’s job is stressful most of the time.
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