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  #21  
Old 16.04.2014, 10:32
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Re: Customer Service & Professionalism

Ok I know we are talking about Switzerland but.... this puts a smile on my face when I tell it (Then I can copy paste it to the "Today I smiled because.." thread )

Back home my husband and I went to a Chinese restaurant: with his main course my husband ordered chips (fries?).. when he was finished eating he looked into the bowl of chips and seen a beige colored tablet.

We complained, manager said the chef throws his vitamins in the air and tries catch them with his mouth. One obviously fell. No apology, no money off... just this awful explanation.
(Oh, and he also said it was not the first time he had to reprimand his chef for doing this )

A good few months later we return, I believe in second chances.

Husband orders some fried noodle with meat dish. It looked OK but tasted disgusting. Absolutely awful. It was completely burnt, just tasted of black burnt yuck.
Called the manager (same guy as before), told him it was completely burnt an inedible. He said it wasn't burnt..... it is dry. DRY?? lol.

So, I kinda laughed and told him again it is 100% burnt, feel free to taste it, its horrible.
After a debate over the meaning of Dry Vs. Completely burnt he then tells me: "Well, Martina likes it like that"
Who the F is Martina? And what do I care if she likes her food burnt?? LOL

Again no apology!? I refused point blank to pay for the food.. as we didn't eat any of it. Paid for the drinks and a bit extra for service and walked out.

As you might have guessed we haven't been back since.
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  #22  
Old 16.04.2014, 10:35
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Re: Customer Service & Professionalism

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What a coincidence.
EF has superpowers. The ONU is not a member here, you see the result. I rest my case.
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  #23  
Old 16.04.2014, 13:00
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Re: Customer Service & Professionalism

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Don't ever go to Paris. Ever..
Burgundy. It's the opposite of Paris in my experience. (and actually Paris is not that bad, isn't it...)
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Old 16.04.2014, 14:22
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Re: Customer Service & Professionalism

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Burgundy. It's the opposite of Paris in my experience. (and actually Paris is not that bad, isn't it...)
Anywhere in France is the opposite of Paris.
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Old 16.04.2014, 14:28
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Re: Customer Service & Professionalism

I don't understand you all find customer service that bad in Switzerland. I work in Geneva but live just over the border in France and honestly I find customer service so much more pleasant in Switzerland than in France. Never had any issue in Geneva but in France, I have enough stories of lousy, non-interested, borderline hostile customer service to fill a novel.
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  #26  
Old 16.04.2014, 14:33
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Re: Customer Service & Professionalism

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update: after more than a year of dealing with Dräger I was surprised that yesterday this situation got solved and I received a 20% bill by email which I immediately paid. Now let's hope that they hold their word and get collections off my ass.

What a coincidence.
nah. soon you'll get the invoice for interest and then you'll have another year of fun
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Old 16.04.2014, 14:45
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Re: Customer Service & Professionalism

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Never had any issue in Geneva but in France, I have enough stories of lousy, non-interested, borderline hostile customer service to fill a novel.
It's France. Think drama. If you let them talk, you've lost.

The basic:

Switzerland: Make them feel they help you. Graphic version:
Germany: Make them clear how right you are. Graphic version:
France: Make them regret they woke up in the morning. Graphic version:

Simple.
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  #28  
Old 16.04.2014, 15:16
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Re: Customer Service & Professionalism

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It's France. Think drama. If you let them talk, you've lost.

The basic:

Switzerland: Make them feel they help you. Graphic version:
Germany: Make them clear how right you are. Graphic version:
France: Make them regret they woke up in the morning. Graphic version:

Simple.
You are right. I was told the same thing by a guy with 20 years of French experience. He told me to stop trying to be friendly and smiley as they then think you are a stupid naive kind of foreigner they can take for a ride. So you have to act like them to get what you want and not to be afraid of shouting. This may be right but this is against my nature and I find it very sad for society this kind of "l'enfer c'est les autres" attitude.
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  #29  
Old 16.04.2014, 15:29
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Re: Customer Service & Professionalism

In my opinion the older shopassistants are very friendly and helpful. The young ones are sometimes uninterested, and give you a weird and arrogant look when they hear you are a foreigner.
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Old 16.04.2014, 15:54
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Re: Customer Service & Professionalism

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In my opinion the older shopassistants are very friendly and helpful. The young ones are sometimes uninterested, and give you a weird and arrogant look when they hear you are a foreigner.
I visit a local shop once every few months when I need to stock up on creams or perfumes.
Also down stairs they have a beautician. I booked in for manicure.

While I was there the girl who did my nails was super friendly. She knew I had been coming to the shop for quite some time, knew I had a little dog, knew of my husband... also commented on how much my skin has improved over the time I had been coming into the shop etc..

I was so taken aback that she'd even noticed me. I guess you just think sometimes when your in a different country no one would notice if you were here or not.. if that makes sense

I left that shop feeling really . . . . good

(For Info: She was young & French)
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Old 17.04.2014, 17:34
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Re: Customer Service & Professionalism

Many years ago I opened a ricardo account to auction off some stuff in a moving sale. I moved, paid the bills and forgot about the whole thing.

Several years later I move back to Switzerland and I want to auction some more stuff. Ugh, I can't remember the password. Unfortunately the email address that I used back then is no longer active, it was deleted and can no longer be opened either so no way to recover the password. No matter, I think, and proceed to open a new account.

Account gets opened, but then suddenly: account closed down by some fraud detection system of theirs. I'm concerned, I get in touch with their customer service. What follows is a rough transcript:

They: Our system detected that you have a previous account with outstanding bills. You can't open a new account until those are settled.
Me: Oh - sorry, could you just please send me the total amount? I'll pay it right away.

Intermission: at this you would expect them to be happy that they can get their money, right? The survey says: bzzzt, wrong.

They: Impossible. You need to log in to your old account and you can retrieve the bills there.
Me: Right. I don't know my password and the email address does not exist anymore so I can't log in. Can you send me the bills though?
They: No. You can reset your password through the password reset form.
Me: I don't have access to my old account email address anymore, so I can't reset the password. Can you send the bills by post or any other way? I'm trying to give you money, work with me here.
They: No, you need to log in to your account.

At that point I realized that the customer representative might not be firing on all four and just stopped bothering. I spent a fair amount of time trying to give them my money, but they clearly weren't interested.
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Old 17.04.2014, 19:16
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Re: Customer Service & Professionalism

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I was so taken aback that she'd even noticed me. I guess you just think sometimes when your in a different country no one would notice if you were here or not.. if that makes sense
I've been visiting the same bakery on the way to my office almost every morning in the three years I've been in this job to buy the same gipfeli and pot of birchermuesli and the two girlies in there never let on that perhaps they might now know me as a regular customer.

It's now almost embarrassing because I can't help myself being a bit chatty and familiar (even though I keep to the "Sie" form of address) but neither of them will reciprocate.

I'm wondering what would happen if I go in there after Easter and ask for "my usual". Blank stares all round?
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  #33  
Old 17.04.2014, 20:18
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Re: Customer Service & Professionalism

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I've been visiting the same bakery on the way to my office almost every morning in the three years I've been in this job to buy the same gipfeli and pot of birchermuesli and the two girlies in there never let on that perhaps they might now know me as a regular customer.

It's now almost embarrassing because I can't help myself being a bit chatty and familiar (even though I keep to the "Sie" form of address) but neither of them will reciprocate.

I'm wondering what would happen if I go in there after Easter and ask for "my usual". Blank stares all round?
Be careful what you wish for...

In my little village, on your first visit to the butcher, the baker (the candlestick maker) you will be recognized as a newcomer - and noted.

On your second visit you will be greeted by name, even if you have not yet introduced yourself. (Rest assured, your dossier has already been passed around town.)

On your third visit, your 'usual' will be ready and waiting for you - along with an invitation to join the local Wanderverein... to help work off that second Gipfeli of course.



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  #34  
Old 18.04.2014, 00:56
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Re: Customer Service & Professionalism

Smile and they'll smile back. I don't think that Switzerland, overall, has bad customer service or attitude. There's very friendly and helpful people here. But of course there's also a lot that don't care, but you can find those everywhere.

But sure, if you go to some other countries, specifically the US, people are all over you, but honestly, that too can be annoying as hell - walk into any store and four people start blabbering "how are you, what are you looking for, can I help you, let me know, blablah" - "Yeah, I just came in to browse a little, I'll let you know if I need help" - 30 secs later "Can I help, what are you looking for?" ARGH.

I agree that this is the complete opposite here, but that's not due to a lack of interest (well, not always anyway), but different culture - Swiss just keep their distance and don't want to be pushy. Ever. So it's a matter of perspective, what some see as reserved, others see as unfriendly, what some see as aggressive, others see as friendly etc.

If you really want to see bad attitude, go to China nowhere have I met more unfriendly, disinterested people. Paris is a relatively close second, though. Both at least towards foreigners, and maybe I was just unlucky, who knows...
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Old 18.04.2014, 09:05
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Re: Customer Service & Professionalism

Agree with above.

Either I am lucky or not the 'sensitive' type. Having been here for many years I could count on one hand the amount of times I haven't been happy with customer service here.

I don't think it is as bad as people make out, I have had far worse elsewhere including the land of customer service which is the good old US of A.

For every one complaint I am sure there are many happy customers.
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Old 18.04.2014, 11:50
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Re: Customer Service & Professionalism

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Smile and they'll smile back. I don't think that Switzerland, overall, has bad customer service or attitude. There's very friendly and helpful people here. But of course there's also a lot that don't care, but you can find those everywhere.

But sure, if you go to some other countries, specifically the US, people are all over you, but honestly, that too can be annoying as hell - walk into any store and four people start blabbering "how are you, what are you looking for, can I help you, let me know, blablah" - "Yeah, I just came in to browse a little, I'll let you know if I need help" - 30 secs later "Can I help, what are you looking for?" ARGH.

I agree that this is the complete opposite here, but that's not due to a lack of interest (well, not always anyway), but different culture - Swiss just keep their distance and don't want to be pushy. Ever. So it's a matter of perspective, what some see as reserved, others see as unfriendly, what some see as aggressive, others see as friendly etc.

If you really want to see bad attitude, go to China nowhere have I met more unfriendly, disinterested people. Paris is a relatively close second, though. Both at least towards foreigners, and maybe I was just unlucky, who knows...
Actually the attitude of the shopassistants here reminded me of China really. That is to say the lack of interest. A communist iron ricebowl (that means no matter our performance, we will be taken care of). Paris is unfriendly tout court.
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  #37  
Old 18.04.2014, 12:07
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Re: Customer Service & Professionalism

At the kiosk at the railway station near where I work is possibly the least competent shop assistant I've ever encountered.

Just one example (out of many): She's on the phone as I approach the counter. She gesticulates angrily, but continues chatting. She rings up the items, still chatting, then points to the total on the display. I give her the money and wait for my change. She waves her palm at me in an agitated manner, still chatting. I shake my head in confusion - I've given her more than the amount on the display and would quite like some change. She rolls her eyes, breaks off her conversation to tell me that I need to give her another two francs. I tell her that the display suggests otherwise. She sighs, bends round the till, looks at the display, tuts loudly then aggressively punches another button on her keyboard. The price on the display goes up by two francs. She continues with her conversation and holds her hand out for the rest of the money. I pay and leave. No thanks are offered by either participant in the transaction.

She's utterly useless and shockingly bad mannered, but I have to admit that she just makes me laugh. I can't believe anyone so incompetent could be employed as a shop assistant, and I can't help but be impressed that she's lasted so long.

I almost look forward to being greeted with her taciturn, scowling "Servus!" every evening before I catch my train home.

Almost, but not quite.

An accompanying smile would be quite nice, too...
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Old 19.04.2014, 05:05
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Re: Customer Service & Professionalism

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Burgundy. It's the opposite of Paris in my experience. (and actually Paris is not that bad, isn't it...)
Generally rather BETTER, but even more expensive often
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Old 19.04.2014, 05:10
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Re: Customer Service & Professionalism

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Anywhere in France is the opposite of Paris.
-
Anywhere in Switzerland is the opposite of Zürich/Geneva
Anywhere in Britain is the opposite of London
Anywhere in Italy is the opposite of Roma/Milano
Barcelona is the opposite of Madrid
Oran is the opposite of Algiers
Anywhere in Germany is the opposite of Berlin
Anywhere in Texas/Louisiana is the opposite of NY and W-DC
-
in short, the metropolitan centres are opposed all over the globe
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Old 21.04.2014, 10:28
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Re: Customer Service & Professionalism

My complaint is that with the vast majority of large corporations, practically anywhere one is, one can not complain.

The trick is that they have eliminated email addresses, fax numbers and all that so that people can not complain in writing, pushing one to use one of their special telephone numbers which means going through different menu options, hearing annoying sales messages and, often wasting a lot of time and money in telephone costs.

Look on their websites and one will see various contact email addresses for sales - but never one for complaints !

So the best solution when one has a gripe, is to turn to their Facebook pages. That usually gets their attention.
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