This past week I have managed to keep my cool (even though the temperature outside has been steamy), experiencing repeatedly appalling service. I mean really bad service. And, sad to say, it's been predominantly within the front-line, customer services organisations.
I was buying a car which, in this country, can try the patience of even the coolest cucumber. I experienced situations that left me 'gob-smacked' and shaking my head with amazement, enough to wonder along with many others I'm sure how this country is going to survive in the future.
These front-line services a Government department, one of the top banks and a large insurance company all failed miserably!
I know that the companies concerned have extensive training programmes, which is consistent with the general trend here in Dubai. But, what too few people don't understand is that long-term change does not happen in the classroom. Knowledge is NOT power, until it is applied with accountability.
Companies continue to plough good money into "customer service" training, hoping that something will stick! Obviously, from my experiences last week, this is not happening. So where is the break-down?
As a coach I am repeatedly asked; "How do we change the culture, how can we make a difference for the good?" And the answer is; "From the top!" CEOs, managing directors and heads of departments all need to strengthen their own leadership competencies by developing a character of integrity.
Character building should be one of the most important activities of anyone in a position of responsibility. Working on your character means disciplining yourself to do more and more of those things that a thoroughly honest person would do, under all circumstances. What I encountered last week makes me wonder how managers are leading their people.
The most impressive CEO I have ever had the privilege to work with used to say to his staff when he arrived in the morning: "Good morning, how can I help you today? How can I make YOUR job easier?"
You can guess what the atmosphere in that office was like! A far cry from the slinging match and blaming I experienced between staff in the bank!To achieve repeat business from satisfied customers, effective behaviour must be demonstrated from the top down. Senior heads of departments really need to take a good look at themselves, if they are to deal with the root cause of the poison that seems to be seeping out into the Dubai market.
Raise your own bar and learn that your life only becomes better when you become better! Rather than spending money on the latest training of others, start with yourselves, from the inside-out and become greater role models to your people, staff and this country. Then, perhaps, we may see a hope for the future here.After writing these thoughts, I stumbled across a recent article published by AME saying, "Research conducted by Joshua, one of the UK's leading customer service specialists, has revealed that many firms in Dubai need to raise standards of customer service if the emirate is to sustain its position of regional leadership."
And they go on to say; "The report identifies the delivery gap is well below the international standards required for the majority of companies and organisations within Dubai to maintain their leadership position." I couldn't agree more!Maidalynne Utting is a leadership coach based in Dubai.
© 7Days 2008
