Question

Think back to an experience you have had with poor customer service from an organization. Whom did you blame for it? Do you think it was the fault of the individual(s) involved or could the problem have resulted from a poorly designed system? Would what you have learned in this chapter change your reaction to receiving poor quality service? How? What would you recommend to improve the system going forward? Make sure your answer begins with an introduction and ends with a conclusion.

Answer 1

It is the experience that took place in a famous retail chain, delivering cafe and allied products and very poor delivery of services took place. It was not only a poor quality coffee delivered, but also it was a delayed service. For this, employees were responsible, but also it was the poor design that facilitated the delivery of products. Though, the major fault was at the end of employees, because each design is as good as its employees who are going to use it. A design system is developed, with a focus upon the presence of certain assumptions and fulfilling the certain criteria. If not, then a good system also becomes bad and it happened in the given scenario, as employee seemed to be incompetent to effectively utilize the design.

My initial reaction was bit frustration based, due to poor service. Though, the learning in the chapters regarding the responsibility and stakes of other entities such as management, recruitment team and the HR team responsible for the training and development, could change my reaction in response to the poor quality service. Now with the help of these learnings, I could better understand the scenario and accountability of others as mentioned above, who were note present at the scene. If an employee delivers poor services, then more than him, other people such as management and training department are also responsible as they could not deliver their responsibilities as well. I could understand it on the basis of roles played by these people and its impact upon the employees who is dealing with the customers.

This system can be changed by providing feedback recommendations to the management concerned. It will involve adequate training to be given to the employees and regular revision of the design system so that consumers become satisfied and they become returning customers.

Finally, as a conclusion, I would like to say that a poor performance is delivered by the employee and or design, but its accountability is held by everyone up to the top management. Hence, it is the responsibility of the  management to regularly train the employees and review the design so that customers get the good quality services.