Poor Service-An Aussie Thing?

[drron]

Interesting results of a survey commissioned by Amex in the SMH-
Are you being served? We've all done very badly

Of the 12 countries surveyed, Australia ranked equal last with Britain on measures of service satisfaction, behind the US, France, Canada and India.


In the Netherlands, 44 per cent of people felt companies were not doing anything extra to keep their business or were taking their business for granted. In Australia, that number was 81 per cent.
''The barometer clearly said customers want superior service and it's certainly not being provided,'' said Christine Wakefield, vice-president of American Express World Service Australia, which commissioned the survey.
''Australians have a laid-back attitude and this might be translating to some businesses having a similar attitude.''

This is something I have thought for some time and the major problem with our tourist industry.

 

[simongr]

This was one of the things that shocked me most when I moved here - the general quality of service in not just traditional service businesses but in all parts of life.

The traditional "can I talk to your supervisor" request in the UK Often triggered some actual action whereas here it is met with "whatever..."

 

[harvyk]

I don't think it's an Aussie thing... I think it's the result of employees realising they are disposable, and businesses realising that customers actually have a very large threshhold for annoyance before they consider switching...

Just look at banks... They rip us off blind day in day out (and we know it), yet it's more likely that the average person has switched spouses more oftan than switched banks. (I don't remember where I got this statistic, I'll try and source it if people want...)

 

[anat0l]

We can get used to many things. We are used to shabby treatment at the hands of essential services such as local councils, telcos, the tax office, educational bodies, media companies, banks, welfare offices etc. etc. In some cases, we're probably one of the few countries which has this HTFU (harden the...you know the rest) culture (which seems to result in less litigation overall).

If this isn't acceptable - and I'm not saying it is or isn't - then what would it take to provide the quantum leap (carrots or sticks) to create a better customer service culture? Naming and shaming, as it would seem, is not working. Neither is current regulation.

 

[dajop]

One thing I will say about Aussie service, it may indeed be poor service, but by goodness it is more often than not "smart" service and reasonably efficient.

The number of times in Asia (and even the US), where I've felt like going behind a desk and either a) doing it myself or b) strangling someone, is a long way from zero. In Australia much closer to zero.

In a lot of places that provide "good" customer service - friendly, warm, smiling, courteous, responsive? Absolutely. Ability to resolve issue - low to zero. In Australia - friendly, warm, courteous, responsive? Not a chance. Ability to resolve issue - yes. Same applies to call centres. Even would comment that QF is actually very reflective of this.

In my travels, in airlines, hotels etc I think the Kiwi's actually do quite a good job at getting the balance right.

 

[medhead]

The traditional "can I talk to your supervisor" request in the UK Often triggered some actual action whereas here it is met with "whatever..."

you lucky cough! You got to talk to a supervisor. I serious had a bank (ANZ) tell me that my problem couldn't be fixed, there was no supervisor and there was no one there who made decisions. These were the various responses as I quiz the initial "there is no supervisor". My last question was about whether the CEO made decisions. I was told that the CEO wouldn't have the first clue about what happened at the bank
Serious the service was like keystone cops.

On another point I don't think there is regulation designed to provide better service, only to protect customers, which isn't the same as service

 

[coldoll]

{Quote=coldoll;339731}If you take as examples K-Mart, Big W, Myer & DJs, Bunnings, service is terrible because they have cut back to absurd levels their employees, and make use of part-timers over permanent staff. This results in lack of product knowledge and I have virtually given up shopping in these stores. There are not enough people on check-outs to make matters worse.

In the service industry, e.g. travel agents, waiters, etc, I am happy with the level of attention.

I don't think it's an Aussie thing... I think it's the result of employees realising they are disposable, and businesses realising that customers actually have a very large threshhold for annoyance before they consider switching...

Just look at banks... They rip us off blind day in day out (and we know it), yet it's more likely that the average person has switched spouses more oftan than switched banks. (I don't remember where I got this statistic, I'll try and source it if people want...)

 

[odysseus]

The number of times in Asia (and even the US), where I've felt like going behind a desk and either a) doing it myself or b) strangling someone, is a long way from zero. In Australia much closer to zero.

In a lot of places that provide "good" customer service - friendly, warm, smiling, courteous, responsive? Absolutely. Ability to resolve issue - low to zero. In Australia - friendly, warm, courteous, responsive? Not a chance. Ability to resolve issue - yes.

It's perhaps true in a relative sense, but absolutely I've still had a significant number of such issues here. In the US they say to call again and you'll get someone else, but another issue is we're not always big enough, so you can easily wind up with the same person who blocked you before.

I do have the impression it's more of an issue lately in some industries.

 

[dajop]

It's perhaps true in a relative sense, but absolutely I've still had a significant number of such issues here. In the US they say to call again and you'll get someone else, but another issue is we're not always big enough, so you can easily wind up with the same person who blocked you before.

I do have the impression it's more of an issue lately in some industries.

Wasn't so much talking about service over the phone, I was talking in person customer service.

 

[Mal]

When I have complained in Australia, generally I've had a positive response.

But TBH, I don't really care too much about complaining officially unless I am really annoyed with a place.

Poor service exists everywhere - it's just disguised in different ways. "Nod, Nod, Nod, Yes it will be sorted" or "Certainly, I'll sort it" in certain countries normally means "No it won't be sorted".

 

[pauly7]

In a lot of places that provide "good" customer service - friendly, warm, smiling, courteous, responsive? Absolutely. Ability to resolve issue - low to zero. In Australia - friendly, warm, courteous, responsive? Not a chance. Ability to resolve issue - yes. Same applies to call centres. Even would comment that QF is actually very reflective of this.

I agree with you, but I will add that levels of service I notice on a broader level change comparably within Aus on a city v city basis. I find in general I get much better service in Melbourne over Sydney for example.

 

[docjames]

My solution is to take my business elsewhere wherever possible.

I'm sure someone will point out that often times the "alternative options" are no better.

 

[Hvr]

Poor service doesn't just happen, it is as a result of poor management practises and decisions about staff and work flow processes. Poorly designed and implemented procedures which must be followed under pain of severe disciplinary processes are enough to cause even the most motivated service person to not deliver the service they know needs to provided.

If you are the victim of this then tell senior management and let them know that their processes are wrong, not the person who is forced to adhere to them.

As for speaking to a supervisor, I remember my days on the shop floor during university, and the number of people whose demands were totally unreasonable insisting on speaking to a supervisor. I was happy to pass them along and get rid of them.

If I could possibly assist a reasonable request I would, but when I was being screamed at to do something illegal then I would naturally decline and occasionally even laugh at the perpetrator.

The customer is not always right, indeed they are often wrong and they need to be told.

 

[Dave Noble]

The customer is not always right, indeed they are often wrong and they need to be told.

Indeed. Just look through posts on this ( and other ) boards with rants about "bad customer service"issues where the airline staff has simply been following the rules correctly

 

[medhead]

The customer is not always right, indeed they are often wrong and they need to be told.

Indeed. Just look through posts on this ( and other ) boards with rants about "bad customer service"issues where the airline staff has simply been following the rules correctly

While I agree with your point, I think you are taking that truism too literally. IMO it is more about customer preception, which is always right because the customers preception is what makes or breaks a business. The point is that the business needs to take steps to change customer preception to match the reality, the legel restrictions, or the rules. A good customer service system will do that so that the customer knows the rules and is responded to appropriately when their preception is wrong.

I gave an example earlier about my dealings with a bank. That was a poor service expereince because I rang with a particular demand, I knew that other customers were getting what I wanted and beside what I wasn't getting I was apparently otherwise equal with those other customers. Maybe what I wanted didn't match the rules for me, but clearly there were rules that said it was possible in other circumstances. The response was no one in the company makes decisions (clearly a lie) to give you what you want, i.e. I was wrong, and we will ignore the other evidence that says you are right.

Whereas it should have been to correct my preception, by telling me that yes you can have what you want if you do this "other" business with the company.

 

[Flashback]

I don't think it's an Aussie thing... I think it's the result of employees realising they are disposable, and businesses realising that customers actually have a very large threshhold for annoyance before they consider switching...

Just look at banks... They rip us off blind day in day out (and we know it), yet it's more likely that the average person has switched spouses more oftan than switched banks. (I don't remember where I got this statistic, I'll try and source it if people want...)

Something that I think to be true, especially over in Perth is that with the mining boom a lot of people have gone up to take nice paying jobs on the mines, typically on some form of FIFO roster.

As a result, these people that would have been providing good service in restaurants/cafes/etc. are now up north working, and as a result less skilled people are carrying out their roles.

I know I've certainly seen a decline in service (at traditionally good establishments such as Coco's, Frasers, etc.) as the boom has rolled on.......

 

[Justinf]

Hospitality staff get paid well. They don't have an incentive to go the extra step as they would in the US.
Work place laws mean that it is almost impossible for a full time staff member to get the sack.
Apathy is indeed to blame for this one.

 

[medhead]

I think I prefer a culture that doesn't involve a mandatory tip for the standard level of service. I also like knowing that the person serving me can feed their family at night and can go to a hospital if they get sick. If that means I have to be pleasant to get pleasant service, so be it. Rather that than have people kiss my backside to get money out of me. Falsehood is not good service.

 

[Flashback]

I think I prefer a culture that doesn't involve a mandatory tip for the standard level of service. I also like knowing that the person serving me can feed their family at night and can go to a hospital if they get sick. If that means I have to be pleasant to get pleasant service, so be it. Rather that than have people kiss my backside to get money out of me. Falsehood is not good service.

Waiting... (2005/I) is a great example of this

 

[Keith009]

I think I prefer a culture that doesn't involve a mandatory tip for the standard level of service. I also like knowing that the person serving me can feed their family at night and can go to a hospital if they get sick. If that means I have to be pleasant to get pleasant service, so be it. Rather that than have people kiss my backside to get money out of me. Falsehood is not good service.

+1. Whilst there are many things I love about the good ole US of A, one of the few things that really bothers me is the service culture here that bothers on servility. Not too different to many parts of Asia, except perhaps problems get resolved faster here and mostly without the need for "upward cascading" through 30 different line managers.

I enjoy prefer the service I get in Australia, and my preference for Qantas is a great reflection of this, over most everywhere else. The Aussie service culture strikes the right balance between genuine and professional. I'd also put NZ and a few continental European countries into this category.

Two big exceptions: banks and telcos. Hate them all. But having now dealt with the same institutions in Singapore and the US for work (and hearing stories about banks in the UK) - I reckon they're all equally bad all over the world!