Skip to main content

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. 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. 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. 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
  4. 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

Post a Comment

So what do you think?

Popular posts from this blog

Bloggers are not journalists

To say bloggers are not journalists is to say oranges are not carrots. Bloggers are not journalists. That’s true. But can bloggers become journalists? Maybe. Can journalists be bloggers? Yes. In fact, it would be only proper and appropriate for journalists to blog their opinions as opposed to being 'politically' correct all the time. So why call oranges carrots when they are what they are?
Well, it is true – bloggers have no training in journalism. That’s why they are bloggers. And for the same reason they are  not journalists. No bloggers have ever claimed what they blog can qualify as ‘journalism’.  We all do what we love the most and give our best in whatever we are doing either reporting news or blogging. 

Journalists do it as careers. Bloggers do it (mostly) for hobby and out of passion. Most journalists also do it with great passion - that's true. The journalists get paid for doing their jobs while bloggers derive pleasure doing it. Journalists cover (report) stories eve…

The Story Thief

When we were growing up in a small village in the central Bhutan, we would gather around our grandparents every evening in a room that would be dimly lit with a kerosene lamp. Our grandparents or the elderly members of the family would then take turns to entertain us (siblings and cousins who lived under the same roof) with their stories. Such was the only form of entertainment we had had then.  
Our grandparents would start their stories, which they probably would have heard them from their grandparents. A young poor boy becomes a successful farmer by a turn of luck, a man fights a bear, a poor boy accidentally marries a rich man's beautiful daughter, a lame monkey helps a boy find great wealth, a rooster regrets his action after he mistakenly accuses his wife and young men go on business trips to buy cattle, among many others. We grew up listening to many such stories. Sometimes, the storyteller would narrate the same story again and again, and yet every time it sounded more magi…

A 'holiday' for meat vendors

This Bhutanese month (May 16 - June 13) is observed as Saga-Dawa, a holy month in the country. It is popularly or infamousely known as the time when the sale of meat items is banned in Bhutan. And it's also an opportunity for us to put a light brake on our mighty meaty appetites. Consequently, restaurants are encouraged to serve their customers rich vegetarian meals during the period. Similar ban is also observed every first month of the Bhutanese calendar.
But going by what's happening, the saga-dawa is a month long mandatory and government sanctioned holiday for the butchers and meat vendors. Being holy month does not really make a difference to the menus in the restaurants from rest of the  months in the year. 
Meat is available in all the restaurants and even small eateries ensure that their customers are served their favorite dishes. They're only being wise and practical because if they don't serve meat their customers would move to the restaurant next-door that ser…