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Customer Care Corner
1ST Article by Director of Customer 1st Caribbean Limited
Ms. A. Nathudkhan
The Positives First!
There are in our hectic, multi-tasking 24/7 lives times when maybe it would be worth pausing just for a moment to reflect on some of the positives in our lives.
For example great customer service right here in Trinidad and Tobago. I can hear the gasps and the exclamations of horror, but yes we do have service professionals in our country who take their jobs seriously and do go the extra mile for customers, and are excellent at what they do! Without a shadow of a doubt.
Great customer service exists both in the public and private sectors; contrary to public opinion I have received great customer service at government agencies. Yet we are so accustomed to shouting the bad that we never do seem to get around to pointing out to an employer or to any one for that matter that they received A’ class customer service at a certain establishment or agency.
This does not replace the cold hard fact that customer service is a much-bandied word in our country, which more often than not leaves a bitter taste in our mouth. Great Customer service needs to be reclassified, but that is another article altogether. Neither am I disputing the fact that we , collectively have to raise the bar on service excellence.
Why one should ask are we so willing to spew forth the venom when it comes to bad customer service and shout it out at the tops of our lungs and great customer service remains the best kept secret?
Perhaps it is a mystery why human beings naturally are more eager to absorb and regurgitate bad news as opposed to good.
Where does the customer care circle begin and where does it end? The reality is the circle ends and begins with all of us. When was the last time you told the gas station attendant who filled up your tank with gas thank you and please?
What about the girl who served you your order at a fast food outlet, did you tell her to have a nice day and thank you? How about the cashier at the grocery, did she hear you say thank you, and the boy who packed your groceries and walked you to your car, did you tell him thank you?
Maybe, just maybe a tiny act of kindness on your part as the customer may have a ripple effect on someone else, maybe if you were to praise instead of pull down our service professionals maybe we would see some more smiles. Maybe then we could raise the bar on service excellence. Perhaps it is really time to send some praise in the way of our service professionals.
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