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Old 14.04.2014, 16:57
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Customer Service & Professionalism

<rant>The lack of customer service and the lack of professionalism are driving me fu%*ing crazy in this country. </rant>
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Old 14.04.2014, 17:00
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Re: Customer Service & Professionalism

Care to share a bit more detail and examples (I do agree with you though..)
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Old 14.04.2014, 17:13
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Re: Customer Service & Professionalism

Had a bad experience, too, at the weekend with some oik in a shoe-shop not bothering too hard to hide his displeasure at having to go back to the store room for yet another pair of shoes for my husband to try.

My husband, being a slightly less than tolerant type, told him in a direct Swiss-Germany way to straighten himself up and get on with the job , which kind of shocked him out of his lethargy.

Having said that, I find service in shops pretty much on a par with everywhere else. You get useless bored staff in amongst the ones that help you out and know their stuff.

Customer service is pretty subjective, too. I can't stand the hovering, overly attentive types that feel like they have to breathe down your neck and don't give you space to think and browse. Other customers seem to demand that kind of one-on-one attention and denounce anything else as "bad and unprofessional".

One man's meat is another man's poison.
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Old 14.04.2014, 17:33
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Re: Customer Service & Professionalism

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Care to share a bit more detail and examples (I do agree with you though..)
So do I. It's a bit sad that when abroad, what I have considered regular, decent and professional level of customer care, esp. in cafes and restos, hotels, shops, now really surprises me. Shocks me positively. That's how quickly one gets used to being served poorly in CH and considers it normal. And I don't have high expectations of customer service.
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Old 14.04.2014, 17:47
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Re: Customer Service & Professionalism

I'm sure someone will be along with a single restaurant which charges 100CHF for a plate of chips which provided good service once soon.
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Old 14.04.2014, 17:56
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Re: Customer Service & Professionalism

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I'm sure someone will be along with a single restaurant which charges 100CHF for a plate of chips which provided good service once soon.
Christ, I'd want the head chef to come out and massage my feet for that kind of price!
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Old 14.04.2014, 17:57
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Re: Customer Service & Professionalism

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I'm sure someone will be along with a single restaurant which charges 100CHF for a plate of chips which provided good service once soon.
If I had the cash I'd go there just for the service, tbh. (not for the fries).

I know too many shops where one doesn't even ask any more if they have something in stock since they won't even know. And I'm not a shopper nor serve-me-well arrogant customer, either. I rarely eat out past few years, it's too expensive for how little it offers, and not only food wise. Shops - depends, but the difference in quality of customer care abroad and in CH can be extreme.
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Old 14.04.2014, 18:06
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Re: Customer Service & Professionalism

One could also argue that you get back what you dish out in shops...

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.

Reap what you sow, apparently.
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Old 14.04.2014, 22:25
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Re: Customer Service & Professionalism

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Care to share a bit more detail and examples (I do agree with you though..)
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.
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Old 14.04.2014, 22:28
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Re: Customer Service & Professionalism

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<rant>The lack of customer service and the lack of professionalism are driving me fu%*ing crazy in this country. </rant>
..... and you're Swiss; how do you think the rest of us feel?
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Old 14.04.2014, 22:52
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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.
And on the opposite side, in Spain people are being paid a shitty salary so do the minimum require in their jobs. Things are not getting done, you have to deal with a ridiculous amount of paperwork and phone calls without being certain of a positive result.
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Old 14.04.2014, 23:22
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Re: Customer Service & Professionalism

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..... and you're Swiss; how do you think the rest of us feel?
Yes I am Swiss but lived abroad for 15 years and although the positives outweigh the negatives here there is plenty about Switzerand and the Swiss that absolutely drives me nuts.
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Old 14.04.2014, 23:30
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Re: Customer Service & Professionalism

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<rant>The lack of customer service and the lack of professionalism are driving me fu%*ing crazy in this country. </rant>
Don't ever go to Paris. Ever. Now take your pills, nighty night.
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Old 14.04.2014, 23:49
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Re: Customer Service & Professionalism

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I'm sure someone will be along with a single restaurant which charges 100CHF for a plate of chips which provided good service once soon.
In your dreams or was it a nightmare
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Old 15.04.2014, 00:20
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Re: Customer Service & Professionalism

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And on the opposite side, in Spain people are being paid a shitty salary so do the minimum require in their jobs. Things are not getting done, you have to deal with a ridiculous amount of paperwork and phone calls without being certain of a positive result.
And that's how I felt the last few weeks dealing with plenty of individuals at various comopanies. Except, contrary to Spain those people earned a very good salary but you still have to follow up to ensure that shit gets moved along the pipes.

And now for the 11pm advertisement, completely forgot about that one. Dräger Safety, there another company I had the pleasure of dealing with and this one I name at this time as they completely deserve to be named.

I ordered a product from them and it was delayed despite the rep telling me it would ship right away. So I called Dräger to cancel the order and to my surprise a couple days later I received it by mail. Days after I received the package I called them to return it. They told me that they would have to charge me 20% as they cannot use that analytical testing product for resale as it comes with an expiration date. Even though I felt I was wronged I agreed to return it for 20% but their new bill never arrived. Instead, to my surprise Dräger returned the package that I never even opened in an opened state back to me. At this point I just put in in a corner as they told me they cannot use it anymore and I figured that I would pay the bill once it arrives but that bill never came. Instead, they forwarded the entire initial bill to a collection agency that now wanted over a hundred more. How is that for Swiss customer service?!

Yes, a Swiss gets swissed.

I wrote a letter of explanation to Intrum Justitia and never got a response. So I forgot about it, but the Swiss being Swiss don't forget which that one guy from California with the speeding ticket from 20 years ago can attest to. Yes maybe I should have babysat the various "professionals" involved with this but having three young kids I was busy enough.

Months later, after yet another Itrum Justitia billl which grew like a baby constantly sucking on a tit, I took the time to contact them again and also Dräger. Finally somebody at Dräger would understand and a superior would call me back the following week. Two weeks later I realized I yet again got swissed by Dräger. Great, so again I called that piece of shit company. If I remember correctly it was a forwarding call center that answered the phone shortly before noon but that woman understood my frustration and promised me that she would really try to solve it. To my surpirse I received an email shortly thereafter with a CC to the superior who never called me. In that email with internal memo it stated that 20% of that bill should be charged to me and I was asked to answer what took place. So I did as I clearly don't have anything else to do (sic). Explain that to a 3 year old who wants to go to the playground...I even told Dräger that they could send me that bill by email just so that we can put this once and for f@%cking all behind us.

Do you think a bill ever came? Do you think I received an email 7 days after that one? No. Dräger continues to swiss me despite my best efforts and emails.

That is just one example but in general any type of customer service in Switzerland is shit. Yes, the telecom and ISP industry lacks customer service in the US too but I really feel that many representatives of various companies in Switzerand have a fairly unprofessional attitude and work ethic. It may have something to do with the overinflated salaries. Of course the opposite is true, no one in their right mind wants to deal with customers for 6USD/hr in the US either but seriously, Dräger, if you're listening, just send me a fu%cking bill.
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Old 15.04.2014, 09:18
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Re: Customer Service & Professionalism

I find posting on public pages such as twitter or faceache works wonders
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Old 15.04.2014, 11:54
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Re: Customer Service & Professionalism

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I find posting on public pages such as twitter or faceache works wonders
...but please spare a thought for the nice ones...I was at Mt Titlis on sunday and in the restaurant I asked an assistant if she would mind helping me (as I didn´t know which till I had to pay for the buffet) ...her answer "if I have to" ..I repllied "well, you don´t so don´t think about it anymore" and she said "naturlich" ...I thought, why not just ask the cashier because she was really helpful as I was not in the mood for a fight and she couldn´t be more helpful and seemed really into her job. I felt that complaining about one wouldn´t help the other and really hoped the unfriendly one was having a bad day which can happen to anyone..(I think)...
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Old 15.04.2014, 12:24
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Re: Customer Service & Professionalism

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One man's meat is another man's poison.
Someone say meat? I haven't really had too many bad experiences, however, when I feel that something is brewing I generally disarm it by asking the person if they are having a nice day (or something like that) in the sweetest way possible. (IMPORTANT, For this to work no sarcasm can be present) Cue embarrassed/shocked look and maybe a little giggle. You are basically acknowledging their mood and giving them the option to continue acting like a child or to get on with it. It works for me every time.
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Old 15.04.2014, 19:08
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Re: Customer Service & Professionalism

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..... and you're Swiss; how do you think the rest of us feel?
I actually don't worry much for expats, most I know move around the world a lot, adjust.

It grates on me for locals who do not have the comparison (fancy package hols in Bali or Maldives don't really count, the service is expected to be high, I mean in reg life situ). Just find it unfair, to be paying the entire life time through one's nose when the service does not match the price tag. My local friends also tend to complain more, too, maybe decades of poor service is annyoing them.

It's not only service, but generally, where there is a lack of quality control, some people end up not delivering what is expected of them.

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Someone say meat? I haven't really had too many bad experiences, however, when I feel that something is brewing I generally disarm it by asking the person if they are having a nice day (or something like that) in the sweetest way possible. (IMPORTANT, For this to work no sarcasm can be present) Cue embarrassed/shocked look and maybe a little giggle. You are basically acknowledging their mood and giving them the option to continue acting like a child or to get on with it. It works for me every time.
True, same here. Magic.
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Old 16.04.2014, 10:13
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Re: Customer Service & Professionalism

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.

Last edited by backtoch; 16.04.2014 at 12:15.
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