CUSTOMER SERVICE

There is this thing that is an enigma to me. Government workers. Have you been to a government office or establishment either for enquiries, visits or a form of transaction or another? How's the reception like? It is very uncommon to meet a smiling staff in any of these organisations. One may wonder what the problem is. Is it that they didn't have a good night sleep or had spouse issues before coming to work that day? From the way they look at you to the tone of their voice, sometimes you wonder if you deserving of such treatment.

This is a common occurrence. It makes one wonder if they were not trained and taught office etiquette and customer relatonship? Customer relationship encourages that customers be treated with utmost respect and courtesy and even if the customer were to be an uncouth customer, it still states that customers are always right. Perhaps because the business is owned by the government so they do not care if you decide never to come back because of their attitude afterall, there will always be lots of people needing their services. They forget it costs more to have new customers than retain an old customer. It is highly unprofessional to have such a mindset. Even if it isn't owned by you, it pays your bills so one would expect you work with that in mind. Never do anything that will jeopardize your job.

The most annoying is the health sector. People don't just wake up and go to the hospital for sight seeing or excursion. They are there because they need health care but the so called health providers are so lackaidasical with their attitude to work. They come late to work, decide on the number they can only attend to forgetting that some of these people they are asking to come another day have been there since morning. What's worse? They work a lil and go for a long break or sit down gisting neglecting those needing attention.

I think a reorientation has to be given to those working in government sectors especially sectors where services are rendered to the public. The steps in rendering customer service are:

1. Always wear a smile. No matter what you are going through. Leave your problems at the door of your office and wear a smile. A smile is very assuring and makes one seem friendly and receptive.

2. Be polite: respond to greetings and mind your use of words in answering any questions asked by the customer. When you are polite, even a naturally rude customer will be mindful of what he or she says to you. Customers are very sensitive.

3. Listen: be patient and listen to the customers problem or concern afterall that's the reason why they are there. Listen to their questions and complaints and make their problems yours with readiness to offer solutions.

4. Provide solutions: take immediate action to help them with their needs. Don't blame them even if they were reckless. Always remember it is because of these people you were hired and so their satisfaction should be your main goal.

I think this is a menace that should be nibbed in the bud. Nobody likes to be taken for granted. Have you had any such experiences? Would you love to share?

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