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

Alive and kicking

This feels like ages since I last posted anything here. That shows how inactive I have become on my blog. It is such a pain to let it go empty, day after day. And I am sure that all bloggers share the same sentiments.

I have attempted to blog about something for a long time now, only to find myself failing to do so. Maybe that is my laziness. But sometimes, there is nothing new or interesting to blog about. Topics are crucial. As far as my idea of blogging goes, a post cannot be a mere record of personal events - everyday affairs - although there can be blogs about such topics and interests. For example, the one I am writing now - has nothing about anything in particular,  besides citing some personal excuses.

Bhutan is going through yet another interesting era in that we have just had our third parliamentary elections and the new government is in place. I take this opportunity to welcome the new government and a new set of cabinet members, the speaker of the National Assembly and th…

When they are ready

The Ministry of Education discovered 890 'underage' children admitted in schools across the country in 2019. Thus, the ministry in May 2019 issued a notification revoking the admission for these children. Majority were in urban centres. 
Desperate, parents and the affected schools requested the government to intervene. They also requested the government to consider lowering the enrolment age to five years. Currently, in Bhutan a child can legally go to school only when s(he) is six years old. 
And that policy was strictly followed a few years ago to the extent that some schools refused to admit children even if they were short of a few weeks. So, parents, mostly in urban areas, resorted to faking their children's ages. Many parents were guilty of adding years onto their children's actual ages. However, most parents, we are told, managed to correct their 'mistakes' later. Faking a child's age was rampant both in government and private schools. But the story wa…

Our throw-it-away culture

Like all grandparents, my late grandma would call food 'tsampa rimpoche' and any fuss made about it would invite everyone's sneer and scoldings. Food is always treated with respect and is never wasted. "If you waste food in any manner," she would admonish us. "One day food will discard you and you will go hungry." 
What remained from the previous meal would be turned either into porridge or sometimes leftover rice would be dried in the sun. The dried rice would then be fried into puffed rice and consumed with cups of suja. When there was so much food left, especially during big events, leftover rice or kharang would be mixed with a small amount of yeast and brewed into ara.  
The only thing that I can vividly recollect from my primary school days is how we would be hungry most of the time. Food we were served was hardly enough to tickle our throats. We would be sent home only once a week on Saturdays and that was our opportunity to replenish our popcorn s…