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| Lois Grant |
The most glaring manifestation of this trend can be observed in our various agencies, with companies such as Paymaster, NWC (National Water Commission), JPS (Jamaica Public Service), and Flow, seemingly leading the charge. It has become evident that these entities have lost sight of the importance of customer care, despite the fact that it's the customers themselves who keep their businesses afloat.
I recently wrote an article criticising JPS for its blatant disregard for its customers, exemplified by the abrupt decision to stop accepting payments by cheque, with just one day's notice. However, this seems to have set the tone for other agencies as well.
Just today, (Oct 3) after enduring hours of frustration, while waiting for the National Water Commission to address a leakage issue that caused my water bill to spike by a staggering 500 per cent, I decided to visit Paymaster to pay my other bills. To my shock and dismay, I discovered that Paymaster, like JPS, has also stopped accepting cheque payments. The teller delivered this disheartening news while languidly sprawled across the counter, clearly uninterested and seemingly on the verge of sleep.
It was evident that she had conducted little or no business, as several customers, like myself, were being turned away with their cheque payments in hand. I questioned when this information was communicated to the public, to which her response was, "They sent out emails." I retorted that I had received no such email, to which she indifferently remarked, "Well, it must be on their website," all while stifling a yawn.
The question that looms large is how many Jamaicans, especially senior citizens and those less computer literate, are aware of the necessity of checking websites for such crucial updates.. Traditional mainstream media, once a reliable source of information and education, has given way to free social media platforms?. Are we now expected to carry substantial sums of cash, exposing ourselves to potential risks, as we attempt to pay our bills?
It begs the question: Who is truly in charge of this country, and why are these companies permitted to alter their policies without providing adequate notice to their valued customers? It's understandable to feel disheartened and frustrated by the prevailing sense of slackness and corruption that have seemingly taken root in our beloved Jamaica.
It is high time that we, as citizens, demand transparency, accountability, and respect from the entities that serve us. We must hold both these companies and our governing bodies accountable for the deterioration of customer care standards and the disregard for the well-being of the people they are meant to serve. Only then can we hope to restore the respect and efficiency that should be the hallmark of this country.
Editor:
The contributor, Lois Grant has dedicated her entire career to the field of communication. She began at Jamaica Broadcasting Corporation as a news editor and later co-founded Innercity Promotions. In 1990, she launched her own production and communication company, Corporate Image Productions. Her notable achievement includes spearheading the Caribbean's acclaimed Tastee Talent contest. Grant's role as Director of Communications in the Office of the Prime Minister further solidified her impact. as a communicator. Her commitment to education is evident through scholarships initiated under Corporate Image, benefiting Jamaica's top performing artists,, media professionals, educators, and esteemed individuals across various fields. She is the production representative for the prominent US network, NBC Sports.
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It's Just a Click
Excellent pieces from Ms Grant for those who have the appetite for reading and the taste buds for good stuff. Customer service is now an Oxymoron. The private sector which was once the bench-mark for business matters such as this has failed miserably. The commercial banks (especially NCB) are examples of this. In fact, the Constant Spring Tax office is the only place that I have been which practises anything resembling "good" customer service...but sadly, only Constant Spring.
ReplyDeleteWe need better customer service😀
ReplyDeleteRecently I had to visit NWC Marescaux Rd just to get a bill because the usual one didn't arrive. I stood in a queue for half an hour. There were no available seat to ease the pressure off my 7 decade legs. Having reached the rep I was asked to wait as she had to leave her space to attend to something else. Waited another 15 minutes. The service I needed took no more than 3 minutes! Mi jus shake mi head an gu to mi yaad.
ReplyDeleteGood customer service has deteriorated for many years now and getting worse by the second, but my stance is any business place I go in and the service is not right I'm out of there, and where the government agencies are concerned I demand it because I don't have the option of going elsewhere.i read miss Grant first article on the JPS matter and it's a shame because I hear another's saying they didn't send out any notice it
ReplyDelete