Over the years I have experienced some poor customer service – and not all of it in the former soviet republics (“service without a smile”). Some of the best has been in the USA – and not the “have a good day” or “missing you already” stuff, but the fact that even in a basic chain restaurant they will smile, wipe your table, and give you a jug of water, without having to be asked. Scandinavia is pretty good too.
But here in the UK it’s a mixed bag. Some coffee shops are good, in others the staff just talk to each other and ignore the customer. It’s the same in supermarkets with bored checkout staff who talk to their colleagues next to or behind them and who don’t even attempt eye contact once they’ve asked you if you need help packing your bag.
Yet research shows that waiters who touch you when giving you change get bigger tips; smiling will get a positive response 50% of the time depending on whether you are an extravert or an introvert; and remembering your name and your preferences is a good way to create loyalty.
So should it all be one-way? I went to collect a parcel from a depot recently and the first thing I saw was an A4 sized notice saying; “Customers conducting conversations on their mobile phones may find staff are unable to serve them until both parties have each other’s full attention”. Good for you I thought.
Apparently a regular customer would get out of her car and get on her mobile phone before coming to the reception desk and then carry on a running commentary with someone in the office – not just about what she was doing but what the other customers were doing as well!
We’ve all seen, or rather heard, mobile phone conversations carried on in public places with no regard for their intrusion into other people’s space. I have in the past asked people on trams to speak more quietly. It didn’t go down well but I didn’t really want to know what he had been doing with his girl-friend the previous night or what pizza toppings it led to!
People seem to be getting more egotistical or narcissistic, tweeting, texting, sexting and generally talking about themselves. And yes you could argue that bloggers like me are similar but you’re not forced to read this.
Updated 12 January 2010: Bad customer service is unforgivable says Michelin-starred chef Michel Roux Jr. He thinks people are surly, and slapdash and it’s dreadful. “It’s not just in restaurants, you get bad service anywhere,” he says. “Even buying a newspaper you can find that you’re not even acknowledged. There’s no eye contact, no greeting or anything. Bad service is unforgivable and it’s everywhere in the UK.”
He has a point. The UK came a disappointing 14th in the 2010 international customer service rankings from the Nation Brand Index and was ranked 13th for its “welcome” by visitors. Top is Canada, followed by Italy and Australia.
It doesn’t bode well for a country just months away from a royal wedding that’s expected to attract millions of visitors to the UK, followed by the Olympics next year. Even for Britons, poor customer service is a national bugbear, up there with the weather. See: “Why is service still so bad in the UK”