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  #41  
Old 22.04.2014, 16:14
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Re: Customer Service & Professionalism

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The way I hear some customers talk to staff, I'm amazed that the shop assistant or waiter or whoever hasn't punched the customer in the throat, or, in other cases, the service starts to mirror the arsey customer.
Having worked in retail and other customer service -- and excelled at it because my customers loved me -- I can say that it takes a very special kind of person to work retail. And most retail workers, frankly, aren't that right kind of person. You need to be able to take a happy customer and keep them happy, and take an upset one and make them happy, even if you can't give them what they want!! At the stores I worked at, I was a go-to person for difficult customers.

(But retail doesn't pay well enough to keep me in the industry; it's a very poorly-respected profession, because people don't realize what it takes to provide exceptional service.)

An American friend of mine here in ZH have half-jokingly talked about starting a customer service consultancy. There's certainly dire need for it. (The problem, from a business standpoint, is that the places that need help the most are also the least likely to be aware that they need it. And you certainly can't cold-call them saying "Hey! We noticed that you give lousy service! Let us help!")
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  #42  
Old 22.04.2014, 16:19
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Re: Customer Service & Professionalism

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(The problem, from a business standpoint, is that the places that need help the most are also the least likely to be aware that they need it. And you certainly can't cold-call them saying "Hey! We noticed that you give lousy service! Let us help!")
Yup, but it takes a special person to make them realize how much they need this customer care upgrade, in the way the offer would be presented. Of course you cannot call and say they suck. Just like it takes a tallented person to be good at customer service, same thing.

Excellent post, btw.
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  #43  
Old 22.04.2014, 16:22
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Re: Customer Service & Professionalism

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An American friend of mine here in ZH have half-jokingly talked about starting a customer service consultancy. There's certainly dire need for it.
The problem you would have is getting a Swiss company to admit that they have a problem in the first place.

"No we don't!"
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  #44  
Old 22.04.2014, 16:25
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Re: Customer Service & Professionalism

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"no we don't! You do!
ftfy
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  #45  
Old 22.04.2014, 17:00
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Re: Customer Service & Professionalism

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"Hey! We noticed that you give lousy service! Let us help!")
Hahahahaha! This one is awesome

Just to balance the thread a bit, I had a 4-month long "affair" with one of the major U.S. phone/cable providers whose name starts with V. They did all they possibly could to make my life miserable - they lost my paid bill which I had paid automatically through direct deposit, so there was no way, they wanted to charge me an extra hefty fee because I had stopped service BECAUSE THEY DID NOT SERVICE THE AREA I WAS MOVING TO!, they said they gave me back my deposit when they didn't, etc...Every time I called customer service I was put on hold, I have printouts of chats with the customer representatives bouncing me around left and right. It was awful.

I finally got pi$$ed off and sent a nice, polite but firm, long letter to the attention of the CEO and another couple of C-levels, explaining that, while my experience with their service had been excellent from a tech perspective (which it truly was), their customer service was despicable. I attached all the printouts of all the chats and email exchanges showing the first names of the lousy customer representatives I dealt with. I had no hopes at all, as a matter of fact I thought it would go to the trash bin, but lo and behold, magically all the undue charges were rectified, and I got my money back.

Funny thing is, when I went to deposit that check, the bank teller was shocked and asked me how in the world I managed to get my money back from V??? Apparently I am not the first customer with this kind of issues with V.
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  #46  
Old 13.12.2014, 14:48
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Re: Customer Service & Professionalism

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I started to write earlier and it got me pissed off so I just went on a run instead. Without getting there now let me just say that Sunrise is the absolute worst but that is not what got me pissed off today. Dealing with financial institutions from PostFinance that cannot figure out how to add somebody to the account, to unprofessional Realtors to lawyers. People in this country are just too damn well paid to have the desire to work and provide good customer service for repeat business. If the Swiss would earn less fixed salary and had to earn more on commission the economy would be more competitive and quality would increase as a result. Wow, I wrote that withoout getting all pissed off so the run, sex and lack of details must have helped.
Absolutely, I subscribe to all of your complaints.

Jokes aside, it was PostFinance that pissed me off but I'll refrain from further comments.

Last edited by greenmount; 13.12.2014 at 15:02.
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