The Voice (Francistown)
20 May 2008
opinion
Francistown — A friend of mine was telling me how he is never able to get his complaints or queries resolved. One thing cropped into my mind, 'he is complaining to the wrong people'. Therefore, he can not see results.
A few weeks ago, I went around to the shops and got a shock of my life. Not only was I fascinated but I realized how easy it is to loose one's job when you are in the service industry. At this point, I cannot name and shame anyone because I have been promised that my queries will be resolved. The bottom line is, I am a customer who is waiting for their query to be resolved. Should I even be waiting?
I believe more than anything, that service providers should think outside the box. Just as an example, the current increase in food pricing should at least be cushioned by service. It hurts consumers to the core if their hard earned money seems not to be appreciated. The basics of good customer service are the rights of every consumer out there. Now more than ever, you, the consumer call the shots. If you can negotiate for a Bank rate, you surely can expect a smile from the lady at clothing shop. It's just that simple. And yes, we all have a choice to walk out to the next store, but imagine how many other customers will be treated like under dogs if you simply don't nip it in the butt. Or, worse still, if it happens to you again.
The secret is to know that customer is not always queen or king or whatever you want to call it. Secondly, your complaint could be warranted but then fall into someone who has their hands tied, therefore she/he cannot do anything to change the unfavourable circumstances. Thirdly, your complaint might be warranted but no one is interested in helping you, period. Lastly, your complaint might not be warranted but still get someone to help you understand that you are at fault, or simply get a cold shoulder.
For all frustrated shoppers out there, before you start throwing tantrums find out what your underlying complaint is all about. Is your complaint reasonable? If you were on the other side of the counter, what would you do to ensure quality of service? Visualize in your head, what good service means to you and whether it is possible under the circumstances.
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