Is There A Customer Service Crisis in Trinidad and Tobago?

Is there a customer service crisis in Trinidad and Tobago?

I asked my wife this question when I left First Citizens Bank after waiting for close to an hour and a half for a letter I requested four days ago: Is it so difficult for some companies in Trinidad and Tobago to provide basic service to their customers? Simple things like saying “good morning” or “good evening” and asking “how may I help you?” Is it so difficult for some companies to be patient with customers trying to decide what they want, especially first-time customers?

I went to a company in Maraval to buy one of their wraps. I can’t recall the company’s name, but they are located in the same mall as Subway. I was deciding what to buy, and the lady at the cash register told me, “Take your time, we are closing at 9 p.m., so you should decide by then.” I said to myself, WoW! I am a first-time customer, and this is her response, I never went back.

The responsibility for the quality of service employees provide ultimately falls on the shoulders of the company’s leadership. It is crucial to recognize that the tone set by the leadership greatly influences the behavior and performance of the employees. Therefore, when employees fail to deliver satisfactory service, it is incumbent upon the leadership to be aware of this and establish and enforce systems that correct any misalignment with the company’s culture. It is essential for companies to have a well-defined and communicated culture, outlining clear expectations for their teams. When recruiting, it’s important to ensure that the individuals being hired align with the company’s culture and values. If you, as the leader, are unaware of or permit subpar service to persist, the company’s longevity within its industry is likely to be compromised.

The buck stops with you as the person leading the organization, and you must take resopsibilty for any lack of inspiration, motivation or low morale at your company.

As a leader, ask yourself a couple of questions:

Are you treating your employees with respect?

Are you treating your employees like human beings or cogs in a wheel?

Are you providing inspiration and motivation to your employees?

Are you giving your employees a WHY so compelling that they look forward to coming to work, or are you satisfied with people working for a paycheck as opposed to a purpose?

How you treat your people often reflects the service they provide to their customers, and they should never have to endure subpar service. I once received valuable advice from someone who said, “Gifford, you always have a choice,” and it’s so true. There are numerous alternatives available locally in Trinidad and Tobago or internationally. It’s important for anyone who steps into any business establishment to never settle for inadequate customer service because everyone deserves to be treated as one of the most important people in the world.

?I eventually received my letter after returning to the bank and waiting again for about 15- 20 minutes for someone to sign it. Great customer service.