After my earlier blogpost about how I thought Giordano should learn something about customer service from Jetstar, Giordano sent the same customer service executive to hand-deliver a travel bag (with a S$45 price tag still attached) and a S$50 voucher to my house:
That’s a sweet gesture, no doubt.
I’m just wondering why a Filipino has the name ‘Rachelle Ong’. Didn’t get to ask as I wasn’t home when she came over. 😉
I’ve already utilized the S$50 voucher – at the Giordano outlet at Vivocity.
I went on a Tuesday afternoon, and there wasn’t even one customer in the store. A male voice greeted me with a “Welcome” while I was looking at some merchandise, and I turned around to see him checking himself out in the mirror instead of sincerely greeting me.
Giordano’s customer service standards have dropped a lot since the days when I was still a student.
Back then, their service standards were fantastic, I remember.
But now, they engage Filipinos and ‘PRCs’, and haven’t trained them adequately.
I found a notice that Giordano is hiring staff – S$7/hr for part-timers and S$1450 for full-timers. The pay isn’t fantastic, and could thus be a reason why they have difficulty attracting talent.
What I hope you get from this: Do not tolerate bad customer service. Do those companies a favor by telling them something isn’t working (perhaps their staff need more training!) and do those sales assistants a favor (if they are unhappy working in those jobs, they should find other jobs! If they have to be sacked now in order to land their dream job later, then we should assist them!)
Also, don’t simply be a “complaint queen/king”. Give credit where it is due. I try to write one letter to compliment good staff with every letter of complaint I write. If the companies would like to thank me for my feedback by sending me a goodie or two, that’s great. If not, I have at least done my part in letting them know what has worked and what hasn’t.
If you don’t send in your feedback about poor customer service, you will just encounter more of it. And I’m sure that’s not something you desire. At least, I don’t. 😉