Management needs to create the way for good customer service
published: Tuesday | June 22, 2004

IN RESPONSE to the customer service feature of June 8, I was extremely interested in the article dealing with the lack of customer service that has plagued our beautiful island. I was totally astounded on my return in 1997 at the lack of service in Jamaica. I thought I had stepped off into some other world, after all that was not what I remembered back in 1990.

In one of my first encounters, my sister and I were out shopping when we experienced downright rudeness. I started to ask for the manager. At this point my sister laughed saying, "girl, please don't bring dat American style of asking for the manager, because dem worse dan the employees."

At first I thought it was funny and not for real. However, having worked with several companies since then, I realise what is truly lacking -- management talks a good talk about employees giving customer service but do not foster the environment for that to happen, nor do they lead by example.

Let's get real here, if you do not have the internal customer service happening, how do you expect your employees to give the public what is not being promoted within? Too many bosses in Jamaica talk customer service and teamwork but act out the 'crabs in a barrel' mentality.

I recall one company, which saw the need to hire a Customer Service Manager. However, the job proved to be quite a challenge because what the company really wanted was a band-aid. It did not want to deal with the issues, including the internal aspects of the customer service that would have greatly assisted in the public's needs. Needless to say, that assignment did not last long as I do not compromise on what customer service truly encompasses.

For the most part I rarely shop locally for clothes or shoes, but on one occasion I decided to spoil myself to a new top for an office party. On entering Lee's Fifth Avenue in Sovereign Centre, no one seemed to notice I even existed. I finally located a top I thought would be appropriate for the function, but I needed a bigger size. I reluctantly disturbed the sales clerk to ask if there were other sizes in that particular colour. Well, from the body language, sighs and gestures it was apparent that I was a bother. When it seemed as if she would not move, I started wondering what I was really doing in the store, so I returned the item to the rack at which point the sales clerk looked totally relieved.

I left and went on my merry way without the item and used something that I already had in my closet.

On another occasion when my daughter and I received terrible service, she turned to me and said, "Mummy I don't think you should work for anyone, you should open some type of business to show people how to give good customer service." Hmmm, interesting thought. Wonder if Jamaican management could handle that?

ON THE FLIP SIDE

On the flip side all is not lost. Some people are getting it, but it's a struggle. In as much as I talk about the negative experiences, I make a big deal about the positives that I encounter, so here are a few places which I have had the pleasure of experiencing. They have gone the extra mile ­ and with a big smile.