THE CUSTOMER IS STILL ALWAYS RIGHT

Sir,

I felt the need to write this little opinion of mine to be published and perhaps generate some remarks from the many other customers who are ‘too small’ to be bothered with.

Since I have had no problem to be believed or have my word doubted I failed to accept that my housekeeper would not receive the same courtesy.

Hundreds of years ago a famous shopping chain  in England, Selfridges, came out with a slogan that  has since been adopted worldwide; ‘The customer is always right’.

Does this statement apply with the South African chain stores that so readily move to Swaziland?
Big, light, clean and full of delicious food, clothing and household items and offering a  warm welcome to all customers alike, rich and poor.
These shops are run from South Africa with local managers who have been trained to deal with complaints with an attitude of polite disdain and suspicion.

The formula to solve any arguments or demands by the customer is simply to take time and try the patience of the customers to limits, hoping that weeks of waiting and running from pillar to post, while investigations are being made, would tire the poor persons to such extent that they would simply give up.

Being made to feel foolish and not believed or taken seriously is not good customer service.
Listening with a polite smile and getting rid of the customer with promises to ‘look into the matter’ or sending them from the Mbabane shop to Ezulwini and back in search of the elusive management does not mean that the problem is solved.

The complaints are simply brushed under the carpet and the customer is always wrong.
There does exist a form for complaints which the customer can fill and return to the manager’s office from where it is forwarded to the ‘Great Complaints Office’ by the manager.  Really? While waiting for an answer, change shops!

T Linnovi –Thatcher,
Ezulwini

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