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Channeling Customer Service

It is difficult working in a service industry. 

Most often we end up disappointing our customers because our works get delayed unnecessarily. Some works are just within our fingertips but again there are proper channels to be routed through. If you don’t follow, then you end up being the melting pot of all the blames in the world if something goes wrong in the end. This is responsibility. And by being extra careful, our customers become frustrated. Why not? Anyone would be. 

But again this is only way for us save our head. This is the only way to protect ourselves with regulations in our favor. What about our customers and their faith in us? They are the reason why we are there.

It all boils down to being responsible and being responsible enough to take some calculated risks to offer better customer service. But are all customers trustworthy? Is it worth taking some risks? Who would act us our shields?

Customers want faster services and regulations demand us to follow standard procedures. And uncomfortably wedged in between is a group of helpless hapless employees. They are the victims; having to follow some onerous procedures and having to deliver quick services. 

Comments

  1. PaSsuJune 26, 2010 at 9:20 AM

    Ha ha ha... I feel sorry for you. I quite know how we grow hot over bankers when we are asked to wait or to move to the next person or "the manager is not here" stuffs...
    You should better break free from these junks and go in search of your real dream...

    ReplyDelete
  2. Nawang P PhuntshoJune 26, 2010 at 9:43 AM

    Yeah something like that PaSsu...but at least I am better off because I don't deal directly with "kings". And about searching real dream, in Bhutan, it is difficult even to dream in the first place. And dreams and realities often do not match. But some options are always there. That only time will tell. Thanks for the concern though.

    ReplyDelete
  3. http://abebedorespgondufo.blogs.sapo.pt/June 26, 2010 at 4:45 PM

    Very good.

    ReplyDelete
  4. TongyalJuly 1, 2010 at 3:16 AM

    Regulations as in company regulations of govt's? If it's the former then perhaps it has to be revisited. Ideally, no regulation should favour one party at the cost of another's blood and sweat. But I can just so much blab as much as I swim in the my oceanic ignorance with regard to your good office's functioning.

    Well, it's easy to speak things like I just did. I empathise with you, for the big question always lingers... "Who will bell the cat?"

    But cheer up, for if you have smelled the problem, then the solution isn't far away :)

    See you soon pal.

    ReplyDelete
  5. AnonymousJuly 8, 2010 at 4:30 PM

    Rules are made to be followed and not to be broken for the best interest of all the stakeholders.

    However, the customer frustration arise when the person delivering the service do not have the standard yardstick, to some they are polite while to some they are very brute...to some they are helpful but to some they are distructive...to some they are careful but to some they are not.

    All said and done you have expressed very eliquently the brunt of the service providers which the general publice know very less.

    Cheers man.

    ReplyDelete

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