Customer Service: RIP

I have just submitted a magasine article with the above title and it prompted me to continue the theme on the blog. I do feel sometimes that I inhabit some kind of parallel universe.
Without exception, every business Principal I have ever dealt with always, at some point, tells me that they pride themselves on high standards of customer service. But ask some of these people how much time and, (God forbid, I mention the word,) money they actually spend on training their staff and sadly, it is a question that is often met with much shrugging of shoulders, shuffling of feet and obvious acute discomfort.

As a consumer, I find standards of customer service vary hugely. Interestingly, sometimes, the more important the item, the bigger the issue, the more appalling the service encountered and sadly, it seems we are just expected to accept this. Call centres are guilty of this all too often. There is a prescribed script not to be deviated from at any cost and hey - once they've got you off the line, they just move onto the next one. And on again.

I was significantly shocked recently when trying to sort out an important financial issue. Far from the deference I naively anticipated, I was made to feel as if I was a real pain. 'We're busy' I was informed. 'When can I expect to hear from you?' I asked - an eminently fair question in the circumstances. 'As soon as we can.' I was told. 'What does that mean exactly?' I asked, clearly pushing the boundaries of tolerance to the limit. 'What it says.' I was told. 'As in a week? Two weeks? A month?' I pressed. Deep thought. 'Phone us in two weeks if you don't hear anything.' I was told. I was not happy.

Years ago there was a wonderful ad on TV for biscuits in which a clock repairer is having a tea break enjoying said biscuits. A lady puts her head round the door and says that the vicar wants to know when his clock will be ready. 'Thursday,' says the clock repairer and away she goes. Safely out of earshot, he adds to his apprentice with a knowing wink, 'but don't tell him which Thursday.' It was a brilliant ad but an appalling ethos yet increasingly one which we as customers are expected to tolerate. In the course of another telephone conversation recently when customer service was significantly lacking, I was told that 'what you will have to do is'. I pointed out that I had done that three times to no effect and asked if perhaps the individual could actually check things out with the relevant colleague and ring me back. There was palpable horror vibrating down the phone line. 'Certainly not.' was the reply. 'That's not my job.' Trying to point out that anyone working for a company that sells product to customers has a share in customer care which means it is everyone's job was a futile exercise. The sad thing is these days that where we as customers actually enjoy a buying experience (aside from the sheer joy of acquisition as any dedicated shopper such as myself will tell you), it is a real pleasure enhanced significantly by the fact that it is by no means the norm.

It is not good enough for employers to throw new members of staff into the deep end left to pick up what they can from those around them. There should be a very clear commitment to customer service from the top of the tree and properly structured training and assessment undertaken so that new staff are properly initiated into their positions and longer serving staff updated and given an opportunity to develop.

Training is not a 'one size fits all' commodity. I feel very strongly that programmes of training and assessment should be tailored to each business and individual companies within a sector; no two are the same. I rebelled against being made to sit through training scenarios that bore no relevance to the job I was doing, and so should anyone who is serious about what they do.

There follows a bold statement. Before I post the next blog, the South West Business Doctor's website should be up and running and more details of training available will be shown there. A direct email address will also be available which will hopefully provide for two way communication. That's quite a challenge, but watch this space!