SHRADHA GIRI KATHMANDU: The Nepali market may not yet be labelled as a market with nonchalant customer service but I am afraid we may soon have another negative label associated with us. Hundreds of retails stores are mushrooming at an alarming rate. Some offer unique products while some offer same products with a different twist. But one thing is common — all these retail stores lack a magnitude in customer service. When I returned from the US after a college degree and a year stint at a corporate house with a 25 days telephone and face-to-face customer service training sessions, I was appalled by the service I encountered in Nepal. Not that the service was excellent before I left for the US, the only difference was that now I noticed and I had learnt the art of selling way differently as compared to Nepal. Every purchase made me unhappy and I encountered unfriendly sales staff, I asked if h/she could be kind enough to smile and help me — some would return my request with a look as if I were a crazy person while the others simply pretend they didn’t hear me. Some of the stores I visit are mainly due to convenience and not due to their impeccable customer service. I am in a phase of shuffling my priorities as I do not want to spend my money in a store that does not want it. Last month I ventured out to a couple of furniture stores to buy a piece of sofa. It was a sour experience as I realised none were eager to sell their products. I had to enquire a lot and mostly met with vague answers as if I were constantly being judged for my capability to make a purchase. A couple of months back, one of my expat friend was toiling around in Thamel window shopping when by chance she happened to like a nice piece of silver jewellery. When she approached the store keeper she was told that it was too expensive and she couldn’t afford the piece. My friend happens to be a simpleton but the fact is she is capable of buying anything she desires. I understand most of the salespersons in Nepal might be poorly paid but this doesn’t give them any right to treat customers in an unfair manner. When a business owner invests a huge amount of money it is pertinent that the owner understand the basics: without a happy customer, his/her business is already losing ground. But then again how would a business owner train the sales person when s/he constantly judges the customers based on their physical appearance? I believe Nepalis are used to laid back customer service but as a customer wouldn’t you want to be happy when you swipe your card? I would. Many businesses in Nepal have come a long way. We have witnessed numerous international ventures entering the local market and competition is tough. But we are also aware of business owners complaining about the obstacles of starting or sustaining their businesses due to the frequent political strikes and flailing economy. I believe if a business has a unique selling proposition topped with an impeccable customer service orientation to its sales staff, businesses will thrive and customers will be satisfied. Starting a business is easy if one has the capital but surviving is a tough act. Unfortunately, Nepalis lack the basics of customer service. The 25 days training taught me many valuable lessons but one that stuck with me forever is that retaining a customer is a key to winning.
Posted on: Fri, 29 Aug 2014 16:50:20 +0000