Lately I have been feeling frustrated. Frustrated yet again, at the lack of customer service in Australia. My belief is that it doesn't matter at what level you are at in a business, you need to show the customer respect and understanding. It should be consistent throughout a business at whichever point the customer had contact.
Recently I dealt with two very big businesses. At both businesses, the person I dealt with did not display any empathy for my situation. No apologies, no understanding. The representative at one of the businesses said 'I will escalate this'. Is 'escalate' the new buzz word? I'm hearing it more often these days. Why can't they just say, in plain English, I will move this to a higher priority? Or I will refer this to such and such?
There have been some other instances on a smaller scale, where mistakes have been made by other companies, affecting my business. No one says "Sorry that happened". I wonder why....
I value great customer service highly. I want my customers to have a smooth and pleasant experience with us. You will be doing business directly with the business owner and I care a lot about you!
I want you to be happy with your purchase.
I want you to come back to us.
I want you to remember us in a positive way and tell others about us. If we can do better, please let us know how.
I will be your children's picture story book angel!