Customer Service: Here and there

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Just returned from a week’s break in Alvor on the Algarve in Portugal. An experience which has prompted me to post on the old chestnut of customer service.

Two experiences stand out.

Twice my family and I ate out at the Ruccula restaurant. (Don’t have a web address, but you can all them up on 965 839 902). Outstanding food, but equally outstanding service from the owner Richard and his family; who also work there. Nothing was a problem and every time I asked “Would it be possible to…..”, the answer was invariably, “Yes, of course…” The attitude was: you’re the customer and we’ll do what we can to give you an amazing experience.

Of course the old debate is whether this is an approach that is natural or learned, but that’s a subject for another time.

Then, courtesy of Easyjet, it’s back to dear olBlighty and a 30 minute queue to get through passport control at the airport. There were dozens of very tired passengers waiting in line as far back as the escalators, parents having to push in so they could at least get their children to a loo, and a series of hatchet faced jobsworths appearing to take great delight in the whole thing.

I know, I know, it beats getting blown to smithereens by terrorists. I’m aware of the reasons behind the increase in processing required, but WE’RE THE CUSTOMERS! We fund this whole thing one way or another, so why not make it easier for everybody? Why can’t the passport checking gadget be made portable so extra staff could queue walk at busy times? Can’t they at least let you use the toilet this side of baggage collection?

Arrrrggghhhh. I need a holiday.

Matt Somers

Matt Somers

Matt Somers is the UK’s leading trainer of managers as coaches. His coaching skills training programmes, books, articles and seminars have helped thousands of managers achieve outstanding results through their people.

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