I don't know about you but I'm fed up of the lack of customer service. It's been missing for a long time and it's a topic that is on my mind often.
In Dubai we've had 6 years of 'yes, yes' 'as you like' and 'inshallah' then refusing to answer the phone, not responding to emails and then just lying to your face.
In South Africa it was 'now now' 'we'll make a plan' and then nothing happened and people would actually just walk away from you.
The UK is actually no better, in fact, I'd say it's worse. Recently when I've asked a question face to face or on the phone and have been misled, lied to and ignored and I've said firmly that I'm not happy with their response I've been quoted to with 'I have the right to work in a safe environment' followed by me saying 'and I have the right to expect the service I have actually paid for'
I get a feeling that everyone I've encountered in Customer Service recently thinks they are doing me a favour, giving up their time and I'm just plain ungrateful. At no point have they taken into consideration that I've paid, over the odds for a service and if my food is stone cold, or my room has cobwebs on the walls or no one answered the phone or replied to my email to confirm bookings and details that, it isn't my fault and if they carry on with their face to face lies 'my manager didn't give me the number' showing them the message from their boss, then them saying 'no one answered when I rang' and me showing them my call log, at some point I am going to go FULL ON KAREN MODE.
I used to teach Customer Service skills at Worcester Tech and they still offer it as a course. It should be mandatory if you work in any environment, for the front of house staff, for those who answer the phone, or reply to emails, the actual FACE (First port of call) for your company, that they know how to deal with and respond to a customer without passing the buck, ignoring the issue or lying.
I leave Basil to explain how to satisfy customers in his hotel. He sums up the recent experiences we've had as paying guests.