There is alarming lag between the rate of development of new business in
The Joshua Group says standards have fallen over the past seven years, and the retail sector is the worst offender. It says consistency of service, anticipation of customer needs, staff behavior, and the timely delivery of orders was way below international standards, some missing targets by as much as 60 per cent.
Kipp couldn’t agree more. There is a misconception that having someone fill your car, clean your windows, deliver your lunch to your desk and bring you a beer represents great customer service. It doesn’t. These are menial service duties.
Among other things, great customer service means remembering your drink order, anticipating future needs, learning what else the customer might need, and acting on feedback. And it starts by empowering the worker, not treating them (and paying them) like lackeys.
1 comment:
Unfortunately, it's not just an isolated UAE thing, it's happening all over the world.
Good service, not even outstanding or excellent service, is becoming harder and harder to find.
I was having a conversation about this just yesterday with a representative of a removal company. Hers was the only one out of 3 companies who bothered to send a rep into our home to assess our needs. Of the other 2, 1 sent us a quote that didn't even match our requests and the other didn't bother to reply.
Guess who gets our business?
Post a Comment