Customer Service Lesson to Learn
A friend of mine wrote this open letter to the Manager of Customer Service at Wataniya, in a hope to give slight better service to the other customers as he has left this company it seems for good. Customer service is known to be lousy in Kuwait, and some companies turn it into some kind of legal or justice department rather than customer service one. The guy here writes an open heart tensionless letter explaining his case and his opinion about addressing customer problems, even when the company could be right.
The net result of his problem is, the company preferred to take their deserved 3 months payment rather than keep the customer for another full year, or perhaps more as he will be happy. Some people have short term look at the business. A very short one. If I had a problem for 3 months, and now want to set things right in a way that would make me happy, and keep paying you for another full year, why would you rather take your 3 months payment now, and terminate my contract? This reminds me of how Bill Gates used to think. When you lose a deal, you lose double the amount of the deal. The actual amount you didn’t make, and the same amount that your competitor, Zain in this case, is going to make. And rest assure, the word of mouth spreads faster and affect more than any huge street campaign you make.
It was a fair decision. It was also unwise one for sure.
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Comments
It’s kind of typical Arab mentality that is hard to change. I will not raise my hopes. Even though there are handful of companies giving great care. Most of them have foreign management I guess. One such company is Pack N Ship. I tried them. They don’t charge a lot over non-licensed ones, they come on time, 7 people they come in quietly. They know what to do. You don’t hear a single noise. They provide their advise on what to pack and what is possible to carry without. Very professional. And in the end, you have to fill review about the service, and I think they called to check on my satisfaction.
Customer relations, still has a lot of work to do .. if it needs to hit kuwait. Many Businesses in Kuwait are not bothered about quality control or keeping customers happy(even if they are not buying) …
they just want their money … thats it. But some companies are working around this , spending time and money to ensure that PR and customer service is given priority over direct sales …
i hope this would provide a major turn in businesses in kuwait.