Like many other things in life, CS has to do a lot with culture, education, background, modesty...etc.
I have met some AMAZING CS officers in Qatar who have a migical way in absorbing people's anger. How do they do it? I guess that they love their jobs, they understand its tasks, and they educate themselves on the latest means of dealing with unhappy customers.
Arrogance and dictatorship are the worst enemies of CS. Unfortunately some people do not realize this.
Look what I have received today from QL's Costumer Service:
We had this seminar and the HSE manager telling us things about how to deal with the customers, how to delight them, how to go the extra length to make them happy so they keep coming back to you again and again and then he started with things like motivation, positive feedback, efficient services, putting an extra effort, and it went on and on. This all sounded very interesting until the time came to put it into pracice and the HSE manager was the last one to practice what he had been preaching and the first one to run away home once the clock struck 5
honestly speaking, qatar is the worst country ever when it comes to "customer service" ... in all diff sectors! banking, automotive, ... but nothin people can do because it is their only choice.
Correct, but consumer law ! what is that they might ask. we know it but how do they know it. only the management and supervisor level employee know that in inter.level hyper. mkts. can you expect grocery supermarket cashier to know this lows or do they obey the law ? That's the question we might ask our self's what the heck.. is this law for. small boutique even doesn't have this POS for our cards. we pay by cash if it's not consumable we have to through it on his face. :)
once in doha bank , for cheque encashment , they said , company CR is not valid and expired.... i ask them to check with their main branch as I know its been renewed a month ago..... but Wallah they never called ... so my whole day got wasted ... n i have to go to the branch again .....
in applebees once they mixedup my order... and i said its not what i have ordered ... but they insist this is what i ordered .... until the customer who got my order told them this is not the one he ordered... so with spoiled mood , i walked out of it n ate shawrma :-)
there are many small incidents ... but overall there is no customer services here ... if it is then i have not expirenced it yet ...
turbohampster, if you were referring the UK. My case was I bought something which costs more than £100, therefore they told me that if I requested a refund for an item which costs more than £100, they would have to send me a cheque.
The only difference if you pay by cash or card, is that they won't give you a cash refund if you payed by card. Apart from that it doesn't make a difference and you have the same rights and you are protected by consumer law
Qatar_UK you seem like a nice person so please don't take this as me being rude.
But you have got to be kidding when you say that staff don't treat Qatari's any different. Just a couple of examples - Try to enter any mall on a friday dressed as an Asian worker and see how far you get
Or
Light a cigarette up under the no smoking sign in a thobe and see if anyone tries to stop you even after people complain
Most establishments here probably aren't even aware of the words "Customer Service". Some are even pretty selective on who to give customer service to.
$ People who are in customer service must know the meaning of customer service first to server the customer. I have experienced mostly a good customer service from Philippine people, others don't have a word to explain :) Bazaar..
As soon as I'm back in Qatar, I must try and buy something and try to get a refund and see wither its possible or not.
Yes indeed, I do agree with you, as a whole western countries have better customer service.
When ever I bought anything, they would always remind me with their return/refund policy. Every single time, and for example if I'm paying in Cash (which is not common in the UK, as people use their debit cards most of the time) they would always tell me that their policy is different and explain it for me.
Qatar_UK may I give you a small example, In the UK if you buy any thing from a shop you are entitled for an exchange or full refund if you change your mind within a specified number of days, say 7 days as long as the item is its original packaging or in case the item not working.
Try that with any shop in Qatar you will never and I have been here over 6 years now, Never ever get you money back, they might exchange it but will never give you your money back.
Yes they might be a few exceptions where they might give some thing extra, but on a whole Customer Service has to go a long way before getting near the standard expected in the Western world.
Although customer service is not perfect in the UK by any means..
It is still in a completely different league to Qatar's non-existant Customer service.
I challenge anyone who disagrees to try Qtel's "Customer Service" and then see if u stil disagree :-0
I do agree that the best customer service in Qatar is in the Hotel's, but I would hardly say it was AMAZING... Go to anywhere in the world where you pay similar prices to what you pay in Doha and you will be treated much better and have a much wider choice aswell
londonlad, so are you trying to things balances each other? I have many friends who are British which also complain about CS in the UK. Anyways, that's not our issue now.
I don't see why would they treat me differently from any other nationality if I'm paying for the same service in Qatar. I'm sure that's not the reason
I have experienced terrible customer service in Germany, Switzerland & Spain.
I can understand that people feel proud of speaking their national language, but why would airports & Int'l hotels in Spain don't have people who speak English?
They don't even understand what you are complaining about!!!
No Merci, Even if I wasn't there is no reason for me to get deported. We are talking about customer service and nothing sensitive here.
Gestapos, customer service in Qatar is only bad in some sectors, but we also have to make sure about the good side of customer service in Qatar. As I mentioned in my above post, most Hotels/Restaurants customer service is amazing in Qatar, comparing in many countries such as the UK and many other European countries.
Though CS is mostly non existent but some pleasant experiences do make it feel that it is not absolutely dead like yesterday night when I left my cell in the Karwa taxi which drove me home from airport. Went to the airport, talked to the supervisor and in no time he and another guy of his team could trace the taxi and the driver and I had my cell back. Thanked them profusely and thank them again....:) I must also thank their call centre guy, with whom I spoke first, for his advice, since I cannot thank him either over phone or otherwise as I don't have any information about him.
Customer Service was reported missing in Qatar in 1972 and has not been seen since. Most experts now feel that it died a long time ago even though a body has not been found.
One of the best customer services I have experienced in Doha is at the Commercial Bank.
They never neglect your emails when you complain, they try to understand every detail of your problem and give you options to solve it, and they keep following up until you are satisfied.
I have a similar pleasant experience with the manager of the service center of United Cars. He makes sure to read your emails and sends instant instructions to his employees to fix the problems.
Unfortunately there are companies who don't bother if their customers are happy or not. They come from a background of: "take it or leave it...you don't have any other option"
My brother experienced this lately with QGRABS. They sell some cheap quality offers and they don't bother to even apologize, not to mention a compensation.
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This is a summary
Customer: Hi can I speak to the manager?
Customer service: No you can't we are not allowed to give you his number even though he is getting paid to help people like you.
Customer: Ok, can I have your name?
Customer service: Why do you need my name?
Basically, when you have a complaint.. you can go ... urself..:)
it depends on situations and places !!!
sometimes it s perfect, sometimes it s absent...
but comparing to other countries, we can say it s not bad.
Read more: http://www.qatarliving.com/node/6891761#ixzz2DF5tqrY2
I would already be very happy if the staff knew what they have for sale in their store.
Typhoon...
Like many other things in life, CS has to do a lot with culture, education, background, modesty...etc.
I have met some AMAZING CS officers in Qatar who have a migical way in absorbing people's anger. How do they do it? I guess that they love their jobs, they understand its tasks, and they educate themselves on the latest means of dealing with unhappy customers.
Arrogance and dictatorship are the worst enemies of CS. Unfortunately some people do not realize this.
Look what I have received today from QL's Costumer Service:
"You dont need to know...
When you own..then you can ask...
some of us have special arrangements...
leave our threads alone..."
so it's: birds of a feather
where is that bar? Could work out handy sometimes
Cheers!
Actually because he is a regular at the same bar as me he helped me.
if he knew that you were a QDC lover he would have stoned you
Let me clarify, it was not shouting at him but forcefull and direct. Must be because I am from the lucky country he knew I was right.
lol @ Hajji
No actually it resulted in a refund, that the Egyptian man on the customer service desk said was impossible.
We had this seminar and the HSE manager telling us things about how to deal with the customers, how to delight them, how to go the extra length to make them happy so they keep coming back to you again and again and then he started with things like motivation, positive feedback, efficient services, putting an extra effort, and it went on and on. This all sounded very interesting until the time came to put it into pracice and the HSE manager was the last one to practice what he had been preaching and the first one to run away home once the clock struck 5
QDCLover...shouting at the Qatari manager will result in refunding your visa
honestly speaking, qatar is the worst country ever when it comes to "customer service" ... in all diff sectors! banking, automotive, ... but nothin people can do because it is their only choice.
Getting a refund in Qatar is next to impossible unless you call for the Qatari manager and shout at him.
ok boss @hajji :-) .. i realised it afterwards myself.... from steak to shawrama its was horibble..
storm...NEVER...eat shawarma with a spoiled mood.
Correct, but consumer law ! what is that they might ask. we know it but how do they know it. only the management and supervisor level employee know that in inter.level hyper. mkts. can you expect grocery supermarket cashier to know this lows or do they obey the law ? That's the question we might ask our self's what the heck.. is this law for. small boutique even doesn't have this POS for our cards. we pay by cash if it's not consumable we have to through it on his face. :)
once in doha bank , for cheque encashment , they said , company CR is not valid and expired.... i ask them to check with their main branch as I know its been renewed a month ago..... but Wallah they never called ... so my whole day got wasted ... n i have to go to the branch again .....
in applebees once they mixedup my order... and i said its not what i have ordered ... but they insist this is what i ordered .... until the customer who got my order told them this is not the one he ordered... so with spoiled mood , i walked out of it n ate shawrma :-)
there are many small incidents ... but overall there is no customer services here ... if it is then i have not expirenced it yet ...
turbohampster, if you were referring the UK. My case was I bought something which costs more than £100, therefore they told me that if I requested a refund for an item which costs more than £100, they would have to send me a cheque.
Qatar_UK
The only difference if you pay by cash or card, is that they won't give you a cash refund if you payed by card. Apart from that it doesn't make a difference and you have the same rights and you are protected by consumer law
Every time I bought Ice Cream, they provided excellent service and entertained me and my family. Which is why I keep tipping them.
Sad that their store has been removed after the inspections.
Qatar_UK you seem like a nice person so please don't take this as me being rude.
But you have got to be kidding when you say that staff don't treat Qatari's any different. Just a couple of examples - Try to enter any mall on a friday dressed as an Asian worker and see how far you get
Or
Light a cigarette up under the no smoking sign in a thobe and see if anyone tries to stop you even after people complain
Most establishments here probably aren't even aware of the words "Customer Service". Some are even pretty selective on who to give customer service to.
$ People who are in customer service must know the meaning of customer service first to server the customer. I have experienced mostly a good customer service from Philippine people, others don't have a word to explain :) Bazaar..
UKEngQatar
Have you tried reporting them?
As soon as I'm back in Qatar, I must try and buy something and try to get a refund and see wither its possible or not.
Yes indeed, I do agree with you, as a whole western countries have better customer service.
When ever I bought anything, they would always remind me with their return/refund policy. Every single time, and for example if I'm paying in Cash (which is not common in the UK, as people use their debit cards most of the time) they would always tell me that their policy is different and explain it for me.
But if you light up a cigarette under a thobe, it will burn...no?
Qatar_UK may I give you a small example, In the UK if you buy any thing from a shop you are entitled for an exchange or full refund if you change your mind within a specified number of days, say 7 days as long as the item is its original packaging or in case the item not working.
Try that with any shop in Qatar you will never and I have been here over 6 years now, Never ever get you money back, they might exchange it but will never give you your money back.
Yes they might be a few exceptions where they might give some thing extra, but on a whole Customer Service has to go a long way before getting near the standard expected in the Western world.
Sorry but I have to agree
Although customer service is not perfect in the UK by any means..
It is still in a completely different league to Qatar's non-existant Customer service.
I challenge anyone who disagrees to try Qtel's "Customer Service" and then see if u stil disagree :-0
I do agree that the best customer service in Qatar is in the Hotel's, but I would hardly say it was AMAZING... Go to anywhere in the world where you pay similar prices to what you pay in Doha and you will be treated much better and have a much wider choice aswell
Storm, examples?
customer services in qatar .... must be kidding..... all i can hear is Wallah no idea (no idea is said with the shrug of a shoulder btw)
for good expirences have to wait for another century i think
londonlad, so are you trying to things balances each other? I have many friends who are British which also complain about CS in the UK. Anyways, that's not our issue now.
I don't see why would they treat me differently from any other nationality if I'm paying for the same service in Qatar. I'm sure that's not the reason
Qatar customer service is an oxymoron.
Maybe they give only you the bad service in the UK. Plus you are a Qatari, so perhaps you get a different customer service than the expats.
There is no comparison between UK and Qatar on customer service levels (or anything else for that matter).
Yes, that what I was talking about french kiss, and happy. Customer service is some sectors is very good comparing to many other places.
NO.1 STUPID BANK IN QATAR IS CB WITH MY EXPERIENCE !!!!!
OK, and with that I take my bow and shall leave the conversation. ;)
I have experienced terrible customer service in Germany, Switzerland & Spain.
I can understand that people feel proud of speaking their national language, but why would airports & Int'l hotels in Spain don't have people who speak English?
They don't even understand what you are complaining about!!!
No Merci, Even if I wasn't there is no reason for me to get deported. We are talking about customer service and nothing sensitive here.
Gestapos, customer service in Qatar is only bad in some sectors, but we also have to make sure about the good side of customer service in Qatar. As I mentioned in my above post, most Hotels/Restaurants customer service is amazing in Qatar, comparing in many countries such as the UK and many other European countries.
it depends on situations and places !!!
sometimes it s perfect, sometimes it s absent...
but comparing to other countries, we can say it s not bad.
Though CS is mostly non existent but some pleasant experiences do make it feel that it is not absolutely dead like yesterday night when I left my cell in the Karwa taxi which drove me home from airport. Went to the airport, talked to the supervisor and in no time he and another guy of his team could trace the taxi and the driver and I had my cell back. Thanked them profusely and thank them again....:) I must also thank their call centre guy, with whom I spoke first, for his advice, since I cannot thank him either over phone or otherwise as I don't have any information about him.
Quailified and proper trained staff is the key to good customer care.Customer Care is now a specailised field.
ah...you are Qatari! Different scenario then. Best of luck!
Customer Service was reported missing in Qatar in 1972 and has not been seen since. Most experts now feel that it died a long time ago even though a body has not been found.
Why would I get deported? I'm not doing anything wrong here! Secondly, I'm Qatari! ;)
Oh, you want to get deported?
nomerci: I want to try to publish people's stories to make a change (even if its a little).
Most Hotels/Restaurants Customer service is amazing in Qatar, indeed! Comparing to the UK, Qatar is doing very well.
One of the best customer services I have experienced in Doha is at the Commercial Bank.
They never neglect your emails when you complain, they try to understand every detail of your problem and give you options to solve it, and they keep following up until you are satisfied.
I have a similar pleasant experience with the manager of the service center of United Cars. He makes sure to read your emails and sends instant instructions to his employees to fix the problems.
Unfortunately there are companies who don't bother if their customers are happy or not. They come from a background of: "take it or leave it...you don't have any other option"
My brother experienced this lately with QGRABS. They sell some cheap quality offers and they don't bother to even apologize, not to mention a compensation.
Customer Service in Qatar?
Answer: Does not exist!
in Qatar!
You are kidding? Yes!
LOL.
Why waste the energy?