Customer Service- a dying ART

Either I'm turning into a fussy old lady or customer service in the UK is on the decline at an alarming rate. In the past year especially I have been appalled (yes appalled, maybe I am turning into an old fusspot- using words like that!), but even so it can't all be me! 

Long gone are the days when customer service representatives are bothered if you request their name to report poor service to their superiors, with one telephonist actually refusing to give me her name, justifying it by some data protection waffle, which actually made no sense! Another refusing to get his manager before I told him what I wanted to say, and then once I complied, conveniently informed me that his manager was 'unavailable'. Hmmm...likely story!

And it's not just on the phone, I recently bought something online from a world renowned website known for joining buyers with sellers all over the world, and despite the tracked receipt displaying another address and postcode, was informed by the company that in essence it was 'near enough!' and they were 'closing my dispute'.

We have all been there, where we feel a great injustice combined with the feeling of absolute powerlessness, which is teeth gritting and fist clenchingly frustrating! But I'm afraid if you thought face to face purchasing would resolve this issue, I'm sorry to tell you, poor customer service is everywhere, generally where I shop apparently!

I recently went into a shop and when I politely said "Excuse me" and attempted to ask a member of staff walking towards me, IN UNIFORM a question, he responded, "I'm on break" whilst continuing to walk straight past.  I was flabbergasted! -Ok yes its official I am an old fuddy- duddy!

So what is the reason why customer service in the UK is so shamefully poor? Whilst I accept that from personal experience it is considerably better outside of the Capital, this can't be the only excuse. Is it that there is no fear of retribution from employers anymore as their priorities are more narrowly focused on targets and profit margins and branding? Are employees just too overworked to care? Or so dissatisfied with the rewards of working hard for their employers and the corporate puppeteers, that they have lost the enjoyment and satisfaction in a job well done- if it ever existed? Or are all of these just cop outs? Afterall why is customer service so much better overseas?! 

I recently received a car accessory I had ordered from a company I had never used before. It arrived in a small package along with a note which read, " Thank you for your order, we hope you are pleased with your purchase, but if you should have any problems with your order please contact us before leaving negative or neutral feedback. Leaving neutral or negative feedback solves nothing. We can resolve all issues!"

How passive aggressive is that?! I must say the note tickled me, but also lead me to think how much negative customer responses had they received? And what was wrong with neutral feedback?! It's not like they were a luxury spa resort or five star hotel? The item arrived and did what I wanted it to do- end of!

Being the fair and balanced journalist that I am, it would be unfair not to also mention some very positive customer service interactions I've had. Mainly with a very popular mobile phone provider which evidently puts customer service at the forefront of everything they do, from their polite, accommodating attitude, friendly staff and the option of free online web chat with their customer service reps- I am a V happy customer! ;)

Other acts of good customer service and kindness I have experienced are from employees working for retail companies where it is evident they have made the personal decision to go the extra mile for the customer. I've had a member of staff offer to help carry my purchases to my car free of charge, one ran after me when I absent mindedly left  my purse behind at the checkout and another offered to go and physically check that the item I wanted was available  whilst I waited on the phone to save me a wasted journey! Refreshing to say the least!

And let's not forget, there are always two sides to every story, (except mine! lol) and I am sure that 'we'- the general public could be more polite customers at times, remembering our pleases and thank you's and always reporting good customer service to managers are all small things we can do that can go a long way into ensuring we are all doing our bit!

Happy shopping!