Comments on: Many big companies take their customers for granted http://www.sunwords.com/2009/07/12/many-big-companies-take-their-customers-for-granted/ Tue, 07 Feb 2012 08:24:23 +0000 hourly 1 http://wordpress.org/?v=3.1 By: Rachel Kasumba http://www.sunwords.com/2009/07/12/many-big-companies-take-their-customers-for-granted/comment-page-1/#comment-72464 Rachel Kasumba Sat, 07 May 2011 11:17:31 +0000 http://www.sunwords.com/?p=638#comment-72464 Sunny, Timeless article! It is 2011, and it is still the same old story that you highlighted above. I wonder: do big and even small company CEOs or whoever is in charge of customer service care or set aside time to really monitor the kind of service they are providing and how it is contributing to their bottom line? I doubt it based on several factors and chief amongst them, that the services they provide are as poor as ever! To all those entrusted with postions of responsiblity especially in customer service, I hope you are listening - not only reading. Sunny, this topic needs to be revisited. Thanks I have visited bank (local and multinational), ditto telecommunications giants, restaurant chains, etc - same dismall customer service with either uninterested or uninformed staff, including some supervisors, if you persist enough and get to meet them. Recently, it took me over three weeks to open an account with an international bank, only to discover that I was given the wrong account - the bank staff who opened it had left and the new one told me if I was not happy, I will have to wait for the same period or longer to set up the one I requested for initially. The wrong account is still open - needless to say, I have not yet funded it. After much frusturation, I decided to venture into another bank in early March - cheaper based on the advise of friends and others purpoting to be in the "know". I am still waiting for my check books almost 2 months later and only got my ATM card 2 days ago - and this after much vexing, calling, physical visits! Note that if you don't have a check book, when you want to withdraw funds, you are charged more than 3 times the amount! The ATM would have been free. And all this, for a bank whose senior staff sound well educated, traveled, weathly, and is expanding into sponsoring overseas ventures. Sunny,

Timeless article! It is 2011, and it is still the same old story that you highlighted above. I wonder: do big and even small company CEOs or whoever is in charge of customer service care or set aside time to really monitor the kind of service they are providing and how it is contributing to their bottom line? I doubt it based on several factors and chief amongst them, that the services they provide are as poor as ever!

To all those entrusted with postions of responsiblity especially in customer service, I hope you are listening – not only reading.

Sunny, this topic needs to be revisited. Thanks

I have visited bank (local and multinational), ditto telecommunications giants, restaurant chains, etc – same dismall customer service with either uninterested or uninformed staff, including some supervisors, if you persist enough and get to meet them.

Recently, it took me over three weeks to open an account with an international bank, only to discover that I was given the wrong account – the bank staff who opened it had left and the new one told me if I was not happy, I will have to wait for the same period or longer to set up the one I requested for initially. The wrong account is still open – needless to say, I have not yet funded it.

After much frusturation, I decided to venture into another bank in early March – cheaper based on the advise of friends and others purpoting to be in the “know”. I am still waiting for my check books almost 2 months later and only got my ATM card 2 days ago – and this after much vexing, calling, physical visits! Note that if you don’t have a check book, when you want to withdraw funds, you are charged more than 3 times the amount! The ATM would have been free. And all this, for a bank whose senior staff sound well educated, traveled, weathly, and is expanding into sponsoring overseas ventures.

]]> By: Pleasant Wangai http://www.sunwords.com/2009/07/12/many-big-companies-take-their-customers-for-granted/comment-page-1/#comment-37889 Pleasant Wangai Thu, 23 Jul 2009 13:24:02 +0000 http://www.sunwords.com/?p=638#comment-37889 Sunny, please could you send a complimentary copy of your book "Crowning your customers" to the Registration office of Daystar University, Nairobi Campus. I must first say though that the quality of education there is excellent with many committed teachers. But the customer service at the registration office is pathetic. We waste so much time in queues because Daystar is still in the stone age in terms of the registration process. Worse still, the staff are so unfriendly and basically act like you are disturbing them. I have had occassion of even being ignored when I greet them or ask a question. I have never understood the "logic" of those registration people. Here you are queueing with a school invoice worth one hundred thousand shillings for a semester, yet the person supposed to serve you acts like you are a pain, and he is doing you a favor when he eventually serves you. Despite the courses being so good and competitive, I wonder how much longer Daystar will survive in the market if they do not seriously upgrade the customer service levels at the registration office. Sunny, please could you send a complimentary copy of your book “Crowning your customers” to the Registration office of Daystar University, Nairobi Campus. I must first say though that the quality of education there is excellent with many committed teachers. But the customer service at the registration office is pathetic. We waste so much time in queues because Daystar is still in the stone age in terms of the registration process. Worse still, the staff are so unfriendly and basically act like you are disturbing them. I have had occassion of even being ignored when I greet them or ask a question. I have never understood the “logic” of those registration people. Here you are queueing with a school invoice worth one hundred thousand shillings for a semester, yet the person supposed to serve you acts like you are a pain, and he is doing you a favor when he eventually serves you. Despite the courses being so good and competitive, I wonder how much longer Daystar will survive in the market if they do not seriously upgrade the customer service levels at the registration office.

]]> By: Antony Lunalo http://www.sunwords.com/2009/07/12/many-big-companies-take-their-customers-for-granted/comment-page-1/#comment-37236 Antony Lunalo Mon, 13 Jul 2009 11:28:50 +0000 http://www.sunwords.com/?p=638#comment-37236 Sunny, the above is also true about managers who abuse their employees even in front of customers. I hate it and in most cases do not do repeat buys in shops where the employees are taken for granted or abused especially verbally because they will also pass it over to me the customer at one point in time. Sunny, the above is also true about managers who abuse their employees even in front of customers. I hate it and in most cases do not do repeat buys in shops where the employees are taken for granted or abused especially verbally because they will also pass it over to me the customer at one point in time.

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