EXECUTIVE OF THE YEAR: - Customer Service Institute of Australia

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the attention of a retail assistant.
“I’m after the Clinique Cream
cleanser, thank you,” I said.
“Oh I don’t do Clinique, I only work
Yves Saint Laurent, but if you come
back Tuesday the Clinique girl will
be in,” she said.
I stared at her in disbelief.
I know the Federal Government
want to impose a carbon tax, but
I’ve never heard of the “Shop only
on Tuesday Law”
DUMP THEM, LOVE.
I head on a 45-minute train ride to
the heart of Sydney’s West.
Surely you can shop there on a
Thursday
“I’m so over it. If he wants to call her
season’s dresses.
“Can I try this on” I ask the sales
assistant.
She continues with her conversation,
tsking and sputtering, as she
snatches the dress out of my hands
and takes it to the change rooms.
“Just dump him. He’s not worth it,
love. All sweet,” I can hear the voice
of the not-so-vibrant sales assistant
boom through the change rooms.
“May you help me with the zipper
please” I ask.
They continue, fully engrossed in
their conversation, making me feel
as though I am rudely listening in on
their private gossip.
“You look fabulous,” vibrant sales
assistant said, not even looking up
to realise that my zipper was still
undone.
I quickly change and leave the
dress in the changing room.
“Thank you,” I said, walking
past, as they burst out into cackling
laughter.
The ‘Shop only on a Tuesday
rule,” seems to be state-imposed
after all.
ARE YOU BEING SERVED
Back to the city, still very retail-
an upmarket boutique.
I am greeted at the door by a
friendly doorman who bids me a
warm “Good evening.”
I languidly walk through the neat,
well-lit, rows of designer shoes,
bags, and accessories.
“May I help you” A well dressed
and polished sales assistant greets
me.
“Thank you. I’m just looking,” I
said.
“For anything in particular The
new fall collections have just
arrived,” she said.
I follow her lead as she removes
the infamous Versace from its
hanger and leads me to the dressing
rooms.
After a few minutes the sales
you need a hand at all”
I step out of the dressing room.
She adjusts the straps and zipper
and talks about the garment.
I feel terrible declining the
purchase, but if they can impose
“Only shop on Tuesday” laws, who
knows what other levy they may
approve to chomp into my savings
COST OF BAD SERVICE.
As I stare at the Versace, which
can only be described as pure
architectural mastery, I once again
feel the sensation of terror I felt
when the mystery shopping brief
landed on my desk.
Shopping. Sydney. In decline.
A Tragedy.
I think back on the good service I
had just received.
It is lovely to know that you receive
good service when you are paying
the right price.
However, such levels of customer
service should be uniform, across
the board.
Brett Whitford, Executive Director
of CSIA believes that the expense
of bad service is costing companies
30% of their sales.
“A reduction of this expense can
transform marginally successful
Most executives believe that their
company’s cost of bad service is
know what it is,” he said.
Australia is facing a retail crisis,
however, there is always a margin
for improvement.
As we have seen, that improvement
can add thousands, even millions,
!!April 2011
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