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Customer Relations Essay

Office Works where I received friendly and helpful customer service. Remembering how well they did two weeks ago, I returned on Saturday to purchase my favourite office software. An employee, who was moving merchandise from one part of the store to another, stopped long enough to cheerfully ask me if I needed help. I did, and he delivered–with a smile. It was nice to see an employee who enjoyed his work. At the checkout the cashier was also friendly.

She had been trained to deliver a message, but did it in a way that was all her own, in other words, it didn’t sound canned. She also pointed out that I could participate in a web-based survey to give them feedback on my experience. They included a shot at a shopping spree as an incentive. (Here’s evidence of their thoroughness: she circled the survey info, and I’ll bet if I returned that receipt, either for a refund or because I was a secret shopper, someone would be asking her why it wasn’t circled.) My two recent trips indicated to me that I just didn’t get lucky the first time.

While I can’t speak for other stores in the chain, this one seems

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to be very customer-centred. I can’t speak to what kind of accountability (including recognition) they have, but I did see evidence of hiring service naturals, effective training, and at least two feedback mechanisms (the other on their Web site). Furthermore, all four employees seemed to enjoy their work. To me that speaks well of their managers, who create the day-to-day working environment that is so crucial to customer service.

AN ITALIAN RESTAURANT IN NEWTOWN

We went to dinner at a small, locally owned Italian restaurant that we had heard many good things about, but none of us had yet been to. The service was off to a rocky start as the waitress took quite a while to get to us. But we tried to give her the benefit of the doubt.

The salads arrived and they were disappointing, to say the least. Not the “house salad” with the homemade Italian dressing as expected, that’s for sure. But we trudged on. By the time we finished the salads we all had empty drinks. The hostess came by to give us refills, while our waitress walked right past our table, without even acknowledging the need to check on us.

The entrees arrived. I had ordered seafood ravioli, my friend veal parmigiana (which was my second choice so we intended to share). When eating Italian food I am very so I know the basic standards for quality that authentic Italian food should meet. Unfortunately, the entrees we were served did not meet those standards, and certainly were not worth the prices were we paying for them.

When the waitress came with our bill, and we saw the total, I mentioned to her that I was actually quite disappointed with my meal and did not feel it was worth the price we would be paying. I asked her to speak to the manager and see if anything could be done. I honestly wasn’t looking for my entire entree to be comped, but maybe some sort of gesture that said “we’re sorry you were disappointed, how can we make it up to you?” That is not what we received.

The waitress returned and said the manager could do nothing to help me because I ate 2/3 of my meal. When I asked if she would get the manager so that I could speak to him about it (and explain that my husband tried a bit of my ravioli to see if he liked it, and that would be why, what he claimed as 2/3, was eaten), she refused, saying the he was incredibly busy and did not have time to talk to me, insisting there was nothing more she could do. Strike three for the waitresses unhelpful response.

As we left, I stopped and asked the hostess if she would get the manager for me, because our waitress would not do so. She did. Now one would expect the manager, when providing good customer service, to immediately say “How can I help you?” or something to that effect. However, this manager took one look and me and said “I am too busy to talk to you.” Whoa, whoa, whoa! How is it that he can manage a restaurant but not be available to the customer when there is a problem or a complaint (and I asked him that)? That is not good management or good customer service by any means.

Hungry Jacks

I work night shift I went to Hungry Jacks in Town Hall, ordered 1 regular fries, 2 bacon deluxe & 2 whoppers with cheese this came to over $ 22.00 my fries tasted like they had been recooked and i would have got more if i had ordered a small serve, they were all throw the bag & and the packaging was caught under 2 of the whoppers.

I didn’t get the male staff members name but it was very clear that he didn’t want to be there & didn’t want to serve me. like i said i work at night my shift starts at 3 am and finishes at 11 am if i get relived on time, I’m not allowed to leave site so this sort of treatment can make a very long and nasty shift for me my husband rang the store to complain and we found that towas no better we were offered an extra handful of fries next time we visit I don’t think that’s a way to treat a loyal patron.

A POST OFFICE

My package was supposed to have been delivered to my address, I made sure someone was home to receive it however no one actually came through to the house instead just left a card in my mail box to tell me to pick it up from the depot which is about 50 km away, after driving out there however I was told the driver had made a mistake and I would have to pick the parcel up from my local post office.

Being a Friday afternoon however by the time I got back home the post office was closed (luckily it opens on a Saturday I thought).

Next day I drive to the post office to find out that once again there was no package so I call the depot in Hobart and was told that “We must have delivered it to a different post office, you’ll have to find out which one when they are open again”

Monday Morning, I do the call around to find out where the parcel is to all my local post offices and NONE of them know anything about it, giving up, I go to work around midday and come home at 5pm to find another card in my mail box to tell me I have to drive out to the depot because they have once again attempted delivery, while I was at home in the morning…

So driving BACK out to the airport I was told that the parcel was there all along and was told it was just bad luck and these things happen. Not even an apology.

By the time I got home I was absolutely fuming having not even received an apology, I call their call centre and was told that if I want to make a complaint I should email it to their reservations department, so that I did and received an email back shortly saying it was escalated to a team leader. Each week I sent another email asking about a response and after three months I had heard absolutely nothing!!

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