Just wanted to share an experience on how customer service can vary by rep, in the same company.
I recently purchased a Samsung S7 and needed to get my existing SIM card cut, so I visited one of the larger Mobile Phone Outlets in POS. On entering this very large establishment there were many employees proudly wearing their company’s branded t-shirts. I approached one such person and enquired as to how I might get the SIM card cut. He pointed me in the direction of the service desk with a very long line and said I had to wait in line to have this done. I reiterated that all it was I needed was to have the card cut and it would take less than 5 mins. He said there was nothing he could do and I would have to join the line.
Everyone in said line either had a problem or a bill to pay. There were only 3 reps on the counter, and they were moving very slowly – the line was barely moving. After standing in line for over 15 minutes and seeing only 2 customers served, I gave up and decided to leave – very unhappy and dissatisfied.
Before exiting the building, I saw a young lady again sporting her branded shirt, so I explained to her my dilemma, she very pleasantly said “Sure I can help you wait here” and in less than 5 minutes, she got the sim card cut and inserted it into my phone.
My question is, couldn’t the first person I spoke to, on the same day, in the same company, do the same thing? Especially since he did not seem to be particularly busy at the time. What makes the customer experience vary so widely within the same four walls? Is it the company culture, or is it each rep’s passion (or lack thereof) for delivering excellent service?
