There is more of a tendency to share our experiences when customer service goes wrong than when a business actually gets it right. Add to that the popular belief that customer service in Jamaica is at its worst.
These heartwarming stories shared by our readers suggest that our customer service practices might be changing for the better.
Customer A
I recently visited Guardian Life offices in New Kingston to conduct business and I must say that the staff is always courteous. But what made it a great experience for me this time around was what the security guard said to me as I was leaving. First, he noticed I was heading to the exit, and quickly opened the door for me. As I exited he said, “Have a wonderful day, ma’am, and let nothing spoil your day.”
As I thanked him, I thought to myself that this guard must have said the same thing to hundred other people. But on a day when quite a few mishaps were threatening to spoil my day, the broad smile he wore in that very moment made me feel that his sentiments were genuinely shared and I instantly felt better. I’m sorry I didn’t ask his name or take note of whether he was an employee for a private security company. Security guards in Jamaica often get a bad rap, but I want to thank this one for being a fine example what true customer service should be. Guardian Life, this one is a keeper!
Customer B
I went to the Police Records office on Duke Street to pick up my records and waited nearly an hour as people were moving in and out. I got fed up so I went to the desk and was not being very pleasant when I asked what was taking so long. Apparently there was a mix-up with my maiden and married names, and though they had found the document, they were checking to make sure it was the right person.
“So nobody could’ve informed me of this or asked me a question all the time I was sitting here?” I asked with a contempt in my voice that I reserve especially for government workers. Can I tell you that the way those two female employees apologized and calmly explained what had happened pacified my emotions to the point of making me feel bad for approaching them the way I did?
I am so accustomed to employees, especially public servants, engaging in a tracing match that I was frankly astonished by their approach. So now I have to big up the staff at the Police Records office for cooling my hot head with a calm and friendly response.
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