We have heard so many horror stories about poor customer service in Guyana. And we have experienced some ourselves, I am sure. From being ignored when you enter an office, to having waiters/waitresses not acknowledge you and then taking forever to fill your order. What about those phone calls that make you think you are begging instead of being a customer or a prospective customer.
We have all had our experiences. But I believe Courts Guyana Regent Street location has copped a winner.
But before I share, let me just back up a bit. Many women as we grow older, I am sure, are irked at times when we are referred to as ‘aunty’ and ‘muds’ (short for mother). Perhaps those using these names mean no disrespect. Maybe, it is their way of trying to be respectful. But I know it does not sit well with us most of the time. We are not their aunties or their muds.
Now back to Courts Regent Street. With Christmas coming, people are looking for bargains (are there any real bargains at Courts though?) as they prepare for the festive season. After all, Christmas is not Christmas if you don’t at least get something new. I am not sure if Courts is rewarding its agents/customer service representatives per sale, but there was a young man on the top floor who seemed to be attempting to get the entire store sold out and the most loans given before the end of the day.
So there I was, waiting to be attended to by him. I was sent to him and I preferred to wait because the bottom floor was a hive of activities and all the desks were occupied and at least it was quiet upstairs. His engagement with the customer ahead of me was never ending. She was laughing, he was laughing; it appeared to be a social engagement.
One obviously fed-up young woman (I didn’t even know she was also waiting as she was walking around looking at items) approached him and asked if there was another agent.
He said, “Oh I am sorry I will be with you shortly, lovey.” Then he turned to me and asked, “You are waiting too right ma’am? Just give me a minute.” I nodded and continued to wait.
“Oh, you need to get that job letter love, if not the transaction would not process,” I overheard him saying to the second customer.
“Yea I know, and I really want you to get this item but I don’t want to lie to you, you have to get that letter. And love, I know you need this thing for Christmas, so go quick and get the letter and come right back to me,” he continued with the broadest of smiles.
When it was my turn, I made my enquiry. He answered, then asked if I was a teacher. I reluctantly answered no as I was still upset with the amount of time I had to wait.
I only wanted to make an enquiry and he seemed disappointed because there he was trying to entice me to make a transaction or two. I must say the way he went about it was tempting. And even as he spoke there were interruptions by others. I saw an older woman smile sweetly as he called her ‘lovey’ and she responded with ‘Okay love.” Another woman responded with ‘sweetheart’ after another endearing word was addressed to her. I know some women find being addressed that way insulting or imposing to say the least but the sisters at Courts were lapping it up.
But it was not just the endearing words for the women (there were many of them, yes. I stuck around just to observe). He was also kind to the men as well. While he did not address them with endearing words, he hailed them up with ‘champ’ and ‘I got you’ as they also waited to be attended by him.
There were also many customers on the telephone as well, but he did not seem overwhelmed, though the number of people he dealt with in person and on the phone would overwhelm the best of us.
I told him that Courts should award him for his service. “I am just doing my job and it is my job to ensure that the customer feels appreciated, that’s all,” he responded with a small laugh.
I know this column is called ‘Women’s Chronicles’ and the focus of this piece is on a man. But for me it is not about the man, rather it was the impact his general approach had on his customers. The majority of those who visit the store are women and I saw the impact this young man’s positivity had.
Sometimes women just need a kind word or a compliment of sorts that can lift our spirits. Of course, I am not saying it is the end all of everything, but as I have always said, just being kind can go a long way. While this young man was just doing his job (or he could just be a good soul wanting to make people feel better) his approach was certainly refreshing.
Those who have customer service jobs often need to be reminded that their job is to be of service to customers and make them feel appreciated. I cannot end without asking those in the government offices, especially, when dealing with people when they are at their most vulnerable, to just be kind. You never know what that can do for someone.
Remember there are enough unkind persons in this world, join the minority and be kind. Be nice. Be of service wherever you can.
