Customer service: Can it be taught or does human nature win over?
The headline of the article says it all: “Tough Israeli airport security can be insulting”.
It is a fine balancing act. Israel has to be ultra vigilant when it comes to security. However, does it have to be so rude, when questioning suspicious types at its airports? Read the responses of those in charge. At least as reported, there is not a hint of empathy at the plight of those turned over, many unfairly. Take it or leave it!
The issue comes to mind following my visit to a distillery in Islay, off the west coast of Scotland. Yes, Bruichlladich is a long way from home. However, the tastings on offer were a major comfort.
The staff were friendly and welcoming. Their explanations were excellent. It was the end of an early summer’s day – well, summer for that part of the world – and if you pardon the pun, everyone was in fine spirits. I decided to purchase a bottle.
I was told that in order to receive a tax refund, I should take my receipt to the appropriate desk at the airport. They did not offer the service of the paperwork at the distillery itself, which I thought was unusual. Unfortunately, at Heathrow airport, I was told that I had been misinformed and that I was required to submit the papers I did not possess.
Annoyed, I wrote to Bruichlladich. They responded (twice) within 24 hours. The response was understanding. They informed me that there would be some staff retraining. I was told that I could expect to receive a small item in the post.
Bottom line. Full apology. It was not possible to wind the clock back, but the distillery had risen to the occasion. Let’s face it. Islay is an island of 3,500 very friendly people and a lot more sheep than that.
By way of contrast, yesterday, I phoned a hotel near Jerusalem. I am trying to arrange a group booking for a family event. I eventually tracked down the relevant person.
When she spoke to me, I was able to enjoy the subtle background noise of lorries hooting nearby. Without explaining what was included, she cut straight to the price, as if I was supposed to absorb all its meaning in a quick gulp of breath. And then, she could not get me off the phone quick enough.
And if you think she called me back to follow up, you are wasting your time.
I can only assume that in all three stories, people have received some form of training in customer service. Clearly, in two of the incidents, the matter is seen of lesser importance. So the questions remain:
Where do you think I would want to purchase (again) if I had the choice, and why? And why don’t those people, who need to learn that lesson, fail to learn that lesson?