Re: why we often get bad service

Sad to say the name of the game today seems to be quick and dirty, get the
flippin job done and then off to do the same with the next customer.
maximize the number and satisfy the beanos who are making the $$$$ off the
back of the workers in the field. Seems every "Service oriented division" is
getting the same demands from their corporate superiors. Cut cost, cut
inventory, fix just what is necessary to get the customer operational, then
do the other 10 stops within the allotted 8 hour time period. Regardless
that the route is in excess of 200 km.
The guys who actually take the time and effort to do the job effectively and
correctly are being openly penalized by their bosses because of loss
efficiency. they do not get the COLA wage increases and are passed over for
any advancement. When the caring satisfied customer takes their personal
time to call or write the company praising the technicians the result is
more aggravation for the tech stressing more more more! Stop dawdling with
the customers to just satisfy one, get more more more!!
Sad to say, many companies are losing their respective retail customer base
directly as a result of the experience they have with the service division
of the company. The attitude at the upper floors seem to be "So what, there
is another fish to be hooked, so we loose a few"! The idea of effective
quality service to do the job correctly and satisfy the customer seems to be
no more.
The service technicians are being harrrassed, underpaid, and not thoroughly
stocked with necessary tools and/or parts. They are told there is no such
thing as working overtime but then given a number of calls that can not be
effectively done within the allotted time. The result is the customer
occasionally sees the technician who may not have seemingly a very good
attitude or opinion about working for any company. Enuf!
"Puckdropper" <puckdropper@xxxxxxxxx> wrote in message
news:4690b884$0$97249$892e7fe2@xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Eeyore <rabbitsfriendsandrelations@xxxxxxxxxxx> wrote in
news:46901DC0.86AE4D4F@xxxxxxxxxxx:

*snip: Good experience with competent tech*


So, in chatting with this guy while feeding him cold drinks he said
that his boss complains about his productivity. I will write a
letter to his company reminding them that the quick in-and-out techs
who have been here in the past no doubt have more calls per day, but
someone needs to look at the call backs too.

Unfortunately that will probably make no difference.

Bosses these days don't seem to care about the *quality* of the result
from a call-out, they just want any result so that they can sign it
off.

Graham


Employees will work hard to maximize whatever metric of success you use.
(This seems to be making the rounds of who's idea it was.)

Puckdropper
--
Wise is the man who attempts to answer his question before asking it.

To email me directly, send a message to puckdropper (at) fastmail.fm


.

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