T&T is a culturally vibrant country well equipped with an abundance of human and natural resources. We can be so much more than we are—a tired, frustrated people with no real sense of camaraderie and unity. Among our plethora of Third World problems that prevent this wee isle from elevating its status, is the indescribably horrid customer service industry, and the underlying attitudes towards running a business.
Rather than approach customers in an holistic manner, local business and locally owned franchises don’t venture beyond the one-time purchase. Anyone with some kind of business acumen will realise that without the customer, there is no business. It’s not just about getting customers, it’s about keeping customers. The only way you can keep a customer’s loyalty is to treat them with respect, imbibe a sense of belonging and a willingness to help them ease a part of their life.
How many local business can really say in good times and in bad, they had a steady slew of loyal customers? Not many at all. Only those who feel as though they’re a part of the “family” will make the extra effort. Instead, no real care is given to the individual and there is no apparent standard of customer service and customer service recovery training by any business. What you do get is an approach of “I can’t help you, and I’m not willing to either” by many so-called customer service representatives.
I’ve had a few run-ins with a pizza place in El Socorro where cashiers have refused to provide a complete order, since “yuh doh geh dat” despite the evidence, plainly printed in black and white to the opposite effect. When I insisted that this is not the normal process and the receipt says otherwise, I was treated with, “steups, gih she it nah” and not even an effort of apology or an explanation beyond “we doh do that.”
Why is this the norm in this country? Also, why are people accepting this kind of degrading behaviour as well? The simplest answer seems to be that locals don’t care about being treated well, since they don’t treat others well to begin with. While this does not describe the entire population, it does paint an all-too disturbing image of our society.
There are going to be issues and some of them are understandable. However, as a hard-working and morally-minded person who has to deal with abuses by cashiers who are charged with dispensing goods that are paid for, I have a serious problem. I often make these problem’s public, since this is the only real way to get any attention these days.
K R Maharaj
San Juan