The high price of quality customer service

THE EDITOR: I have realised that in Trinidad and Tobago, quality customer service is at a very high price. This truth has been brought to light due to the continuous problems arising out of various fast-food restaurants and clothing stores; primarily those that pay meagre salaries, instituting extended shifts on their workers and catering for the lower income bracket in TT have not seen the need to educate and train their employees to satisfy the needs and wants of the customer.

Service with a smile is also hard to recognise, information is always lacking and assistance is never welcoming. However, in well-established fast-food restaurants and clothing stores, also known as “boutiques” and catering for the higher income bracket they have seen the need to provide excellent service. There’s always service with a smile, information readily at hand and workers are very receptive when you enter the establishment. You will be serviced in style. So my question is, do I need to be a member of a ‘particular’ social group or in a high-income bracket to be afforded quality customer service? Do I have to dangle my keys to be acknowledged when I enter a store? I don’t think so.

I urge you managers and supervisors to educate and train your workers no matter who your customers may be. Bear in mind that any customer who purchases an item contributes to your daily wage, making them your prospective employer. Your customers should always be afforded service with a smile, with willingness to assist in any way possible, offering the little unasked for and don’t ever be afraid to say, “I’m sorry.” And always remember, “The customer is always right even when wrong.”

N BOYNES
Port-of-Spain