Is it the customers? or the customer ...

Is it the customers? or the customer service?

Created by Erana Monika on Sep 20, 2012

6 votes

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Customers

Customer Service

Since: May 11

New Zealand

#1 Sep 20, 2012
With the "recession" I had maybe incorrectly assumed that it was a good time for businesses to clean out their garbage. Garbage as in underperforming employees.

I have noticed in New Zealand specifically in Hastings and Online customer service that the quality of service is beginning to decline and not only that services are extortionate.

I am your "normal" customer I don't expect much from a sales assistant or customer services person. I use what you would call ""trade etiquette" a "hello" "eftpos please" and "thank you" I don't expect a forced "how are you" "how's so and so from a previous conversation"

An online enquiry was made by my partner who was interested in an SSD drive (or something like that a hard drive without a fan thingy) the problem was he wanted to buy it but the payment kept not going through on their system. May I add this IS a NEW ZEALAND company.

The reply went like this "the problem is your bank" which is a NZ bank. So I tried it with my bank which is a different bank "the problem is your bank" So we replied "Is there any other way where we can pay you?" Nope. So yes going to order this from efficient AMERICA who is more than happy to take my money.

Paid $75 for a haircut (May I add I think it is an extra $20 for a Rodney Wayne cut) just to have this "senior stylist" cut my fringe crooked along with other areas she messed up

Since: May 11

New Zealand

#2 Sep 20, 2012
Oops got cut halfway because of another service. Telecom do not get into it. Purely my mistake.

At first to be honest when i saw the self service queue's in the Auckland countdown 5 years ago I was thinking "oh no, these people are going to lose their jobs to a machine" Now, I only visit Pak n save for that facility. Nothing worse than having to be in an awkward position with someone who is getting a fair wage for the job they do and acting as if they are underpaid.

Since: Nov 08

Auckland

#3 Sep 20, 2012
Erana, from my experience, and with only the odd exception, New Zealand businesses have NEVER provided good customer service. If you think it's getting worse, then we're in a very bad way!

I do like your opening remark...<<With the "recession" I had maybe incorrectly assumed that it was a good time for businesses to clean out their garbage. Garbage as in underperforming employees.>> My immediate thought was that I was hoping we'd see the government clean out their garage. Seems like we're all getting let down, huh?

Since: May 11

New Zealand

#4 Sep 23, 2012
Gutsfull wrote:
Erana, from my experience, and with only the odd exception, New Zealand businesses have NEVER provided good customer service. If you think it's getting worse, then we're in a very bad way!
I do like your opening remark...<<With the "recession" I had maybe incorrectly assumed that it was a good time for businesses to clean out their garbage. Garbage as in underperforming employees.>> My immediate thought was that I was hoping we'd see the government clean out their garage. Seems like we're all getting let down, huh?
I think if we ever intend to have international relations we need to be on the ball. There are really no exceptions in the cruel hard world of e-commerce unless unless of course you have a monopoly over a product.

Physical retail stores in New Zealand have decided to throw their toys at their internet rivals. They want to propose some sort of surcharge be made for online purchases or some extra cost so they have no choice but to raise their prices to retail prices. Which I think is absolutely pathetic! Trade me costs $10 and fees to join. Voila! you now have an e-commerce business to start off while still operating your retail store.

I think in some ways this type of behaviour shows that we are just digging our own graves in terms of competition. We are not thinking like the competition, we think crying and cowering until we get our way, solves that little problem, while in the meantime hindering our own national retail industry.
It is just another cost you will have to undertake. Easier said than done but it is that simple.

Notice how WW in WWW is worldwide? I have access to online retail from the big dogs of the world not so much El Salvador as yet. The existing internet businesses have this existing competition. Another thing physical retail fails to realise.

Our customer service is not set up for the tourism we are meant to attract.
If we are to have international relations we must first treat our "own" better.
We don't expect our customer service to know your family history, we just want to get what we paid for and of an acceptable standard. Is that really unreasonable to ask for??

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