Just the other day I met up with a business contact to discuss the potential of starting a business realtionship between both the companies that we work in. The meeting ended on a good note with him sending me the soft copies of the agreements to look over and feedback. However, when I reached the office the very next day, I got an email from the same business contact informing me that he's tendered his resignation; a significant u-turn within the span of a day...
Nowadays software pirates all very bold. Take for example one of customer service case that I handled. The person wrote in to feedback that he downloaded one of our mobile games which seemed to hang on his handset and asked if he could get the latest update from us.
Upon further probing, we found out that a very early version was downloaded and best of all, he claimed that he got it from a website that pirated this game of ours. Damn thick-skinned, can tell us he got it for free and wanted an updated version from us.
So what did I do? Tell him to go fly kite what else?!
They always say that the customer is king. However, good customer service rules! Having said that, I'd like to point out a KFC outlet in Toa Payoh whose staff has never failed in this department. And to top it off, this outlet is run by a crew who are deaf.
From the time your order is taken right up to the time that your food is served, the counter crew will always serve you with a smile and, through out all the times that I've eaten there never once did they get my order wrong though I'm really bad at sign languag
e.
So what's the irony in this? Well, quite often if you were to step into any other fast food outlet you'll often be greeted by sullen, listless counter staff muttering inaudible sentences sounding very much like wookies about to die. What's more, there are times they either don't listen or they screw up the order in which I sometimes even wonder why I even bothered to patronise them.
In comparison, the deaf crew at the KFC outlet greet every customer with a smile, are fast with processing orders and they ensure that every customer has a pleasant experience. So why can't everyone, both able and disabled, have the same drive towards good customer service?
I somehow believe it's the hunger that the KFC crew possess in wanting to prove themselves to us to be accepted as part of society. However, in their drive to do so, they have also shown that many folks in the service industry have often taken the customer for granted and that it's just a job and they're in it to draw a paycheck blah blah blah! Don't get me wrong, I've experienced my fair share of good customer service from able bodied staff. However, with the government's emphasis on promoting good customer service, perhaps they should use this KFC outlet as a model case study for everyone to follow.
