Nothing is more infuriating than getting substandard service for your money and effort. Simultaneously, nothing may seem more gratifying than walking up to the customer service and giving them a piece of your mind. This criticism, verbal assault we give them at the customer relations centres has caused fued on if it is the right medium to express our discontentment.
Nobody likes to be insulted neither do we like to take blame for the action of others yet we can do this to the customer care officers who may have little or no influence in the services we pay for. We yell at these representatives of the service we received and expect them not to argue or may even demand an answer depending on our values.
Expressing our thought,anger and dissatisfaction about a product/services is a good thing because it enlightens the company on their deficits, motivating them to work harder.
Lambasting the customer service representatives is not uncommon but we forget these representatives are employees who ay not even utilise the services of the organisation they represent. The real people we aim our critics,rage at are not usually the ones at the counter yet we treat the ones we find there like the ones who make the rules and standard for services.
After expressing our displeasure by harsh criticism of the workers at the service centre, we may still not get the desired outcome we want because the customer representatives of the hospital(nurses),supermarket,banks(cashiers),network service providers may be too preoccupied with our harsh words that the complaint in our criticism may not be recognised leading to unresolved complaints.
Labeling customer care representatives as rude is as fast as an Impulse these days but we need to realise that the defensive behaviour they exhibit may be the outcome of facing repeated verbal assaults,insults,abuse and stereotyping or it may just be their individual characteristics and behaviour.
Everyone needs to work on improving themselves and the services they offer. In this "computer age" creating customer complaint channels/websites can reduce incidence of verbal exchange of abuse common with physical contact.
We need to be courteous in lodging our complaint not forgetting that we are also representatives of our trade,organisation and won't like to encounter any form of insult.
In spite of workload and organisational structure, periodic analysis/surveys should be conducted for the general public to evaluate their standard of care and consumer satisfaction. Emotional intelligence should be a criteria of employment.
Speaking to service representatives with the projection that it could be vice versa, is one of the numerous ways we can curb our desires to act rude because it is a small word after all and we won't want to experience rude and inconsiderate customer/consumer of our services.
The earlier we realise how to channel our complaints, treat others the way you wish to be treated, the faster we will resolve our discontentments.
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