Column: Customer service with a snarl, not a smile
Customer service, eh? More like service with a snarl! As the old adage goes, the customer is always right. Wrong! We're never right. In fact, we’re wrong to assume that customer service actually means what it says. I've been bitten twice in the past week by appalling customer service. In fact, it seems to me that good customer service is as rare as hen's teeth. My first brush was a missed delivery, so I contacted the company to arrange a drop-off at one of its collection points. Bizarrely, this was a chemist. The woman (I use the term loosely, she was actually a dragon!) refused to give me the parcel, a birthday present from my friend, because my mate had written a daft name – V Ron Ica - on the front as a joke. However, the fire-breather didn't have a sense of humour. She insisted that, because it didn't match the name on my driving licence, I couldn’t collect my own parcel, even though I’d produced my address, photographic ID and a special ‘collection’ barcode sent to me by the company. In the end, I had to phone the company myself (she was far too busy, serving one other customer!) I then put it on loud speaker (partly to wind her up more) and explained the whole ridiculous situation. It told her (still on loudspeaker) to stop being so daft and give me my parcel.