i rant about not getting good customer service especially in retail establishments. i figure that in this day and age of extreme competition, any firm in the service industry should have good customer service as a minimum guaranteed experience, from the lowliest carinderia to the poshest resort.
but fabC lobster tony once made a statement that made me think. the front liners of a lot of service firms, especially in retail, are usually rank & file personnel who barely make minimum wage. is it reasonable for us to expect them to know 'good customer service' innately if they may actually not have experienced such? when one shops in the tiangges of divisoria and quiapo, does one expect to be accorded 'good customer service'?
my understanding of his point: it would be unwise to expect employees as front liners to innately be 'customer oriented'. to always have that ready smile, to be friendly and approachable. that is something that they may not experience regularly. hence, it is up to the establishment owner to train his/her people well in giving good customer service. and if possible, allow them to 'experience' good customer service so they would know what that feels. and if they felt good about being the recipient of a good service, then they would probably be able to incorporate the idea into their own jobs and task and provide good customer service as well.