What do Customers want?

First I would say if I were a customer what would I want?

I would like whatever Organisation I deal with to keep to it promises. If you promise professionalism make sure your staff delivers. If you promise prompt attention then make sure you put processes in place to meet the target.

Customers do not want lip service. Creating a website or a homepage where all the phone numbers advertised cannot be reached, even after one week there is no acknowledgement of your email, leaves much to be desired.

I want to share a personal experience of what happened very recently.

Yours truly did a group booking for a couple of people from a boutique a week ago, to fly one of our local airlines. I experienced difficulties paying on line and so I physically had to go to the airport to pay as that was the closest place for me. The queue was unnecessarily long and staff took their time to attend to customers as if they had no care in the world. One would expect that the moment a queue starts getting longer more staff would be deployed to decongest the long queue. I spent probably some 30 minutes, yet nothing happened. An airport official asked that one of the airlines staff assist me but it did not really make any difference. He suggested we go to the other side. We did. There were not too many people and it got to my turn. Unfortunately the POS was not working.  I was advised to use an ATM in the building. I gave her the details of the people travelling which I prepared from my office. I paid and left. Going through the print out later it was noticed that one of the names had been given the prefix Mrs. Nowhere on the piece of paper was an indication that a Mrs would be travelling. Of course the client who is well travelled requested it be changed and so I first sent an mail requesting for correction.

Hoping I would get a response to the mail. But as I write this, I am yet to receive feedback on the issue. I called virtually all their phones lines in Lagos, one rang busy and the others were either off or unreachable.

I eventually called someone who worked there who gave me someone’s phone number. He offered to help and asked me to call back I did but for the next 5 hours I got no feedback, so I sent a text. I got no response. I called a couple of times and finally he picked. He said he would call me back in 10 minutes. Of course that did not happen. I kept calling eventually I had to send a threat and then he called and the issue got resolved.

Am wondering, “Must it get to this level” All I simply wanted was prompt resolution of my ticket problems. Instead what I got was bad service!

Author: Anonymous