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”.
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!