Daily Nation (Barbados) - - Front Page -

bot­tom of the heap.

Some feel that tech­nol­ogy is the an­swer, but that alone can’t do it. This was clearly demon­strated re­cently when an air­line flight was de­layed 14 hours be­cause it was claimed the flight crew was late. Then it was said it was a com­puter glitch. But it turned out that a hu­man had omit­ted to en­ter a fight crew into the com­puter sys­tem.

Banks are busy try­ing to re­place hu­mans with com­put­ers, but ef­fi­cient hu­mans will al­ways be nec­es­sary if we’re to have good cus­tomer ser­vice. As the 2018 KPMG Global Cus­tomer Ex­pe­ri­ence Ex­cel­lence re­port states, “the hu­man side of the re­la­tion­ship is key to de­liv­er­ing a last­ing and su­pe­rior cus­tomer ex­pe­ri­ence”.

Cus­tomer ex­pe­ri­ence

If we’re talk­ing about cus­tomer ex­pe­ri­ence, we can’t omit our very own FLOW. I don’t par­tic­u­larly want fi­bre op­tic be­cause those who have it seem to have more prob­lems than ever, but since I re­ceived a some­what curt cir­cu­lar in­form­ing me that cop­per would be dis­con­tin­ued by year-end, I fig­ured I would have to give in.

Then there was the mat­ter of it be­ing my re­spon­si­bil­ity to dig a trench on two neigh­bours’ land, plus one across a road, to in­stall the fi­bre op­tic. I felt the re­spon­si­bil­ity was FLOW’S but de­cided not to spend any more en­ergy on that bat­tle and paid for the work to be done.

Next was the ap­point­ment to have the ac­tual in­stal­la­tion done. I was told it would be on Wed­nes­day, Oc­to­ber 31, be­tween 8 a.m. and noon (I don’t un­der­stand why a spe­cific time can’t be set). Alas, when I checked with the of­fice to con­firm, I was in­formed that the work or­der hadn’t got to the tech­ni­cians in time, so I would have to resched­ule.

I trav­elled to Canada for two weeks and on my re­turn, made an­other at­tempt to sched­ule the job. The new time was Fri­day, Novem­ber 23, be­tween 8 a.m. and noon. I duly waited un­til about 1 p.m. be­fore call­ing to check. This time I was told that there had been a “mishap” with the log­ging of the ap­point­ment since the “sys­tem was down”, so I would again have to resched­ule. Some­how this doesn’t gel with a state­ment in the press by FLOW’S qual­ity con­trol su­per­vi­sor that they had made a com­mit­ment to en­hance ser­vice de­liv­ery.

I al­ways use Canada as my model for ex­cel­lence, but speak­ing to Cana­di­ans, you re­alise that they some­times have sim­i­lar prob­lems with ser­vice. How­ever, the dif­fer­ence is the re­sponse by their ser­vice providers to these glitches.

A friend had tele­vi­sion and In­ter­net prob­lems while I was vis­it­ing. The com­pany ar­rived two days late for the ser­vice ap­point­ment. That was far from ac­cept­able, but she re­ceived $65 for the de­lay, $10 per month for a year off her tele­vi­sion bill, and 25 per cent dis­count for a year off her In­ter­net.

In Bar­ba­dos, we’re lucky if we get an apol­ogy!

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