My washing machine was broken. I contacted the store’s repairman by phone about this. In that situation, I expect him to listen to me about the problem. Before I could tell my whole story, he interrupted me, saying that he was familiar with the problem and would take care of it right away. Go home in peace, I’ll come back tomorrow.
The fact that he did not let me finish speaking was already a prime example of arrogance. That he decided on his own, without further consultation, that he would come tomorrow means that he puts himself first and not the customer. And that he also told me disparagingly that I could just go home in peace was condescending, even a little insulting.
I had expected the repairman to let me fully explain the problem and to address the potential issue and the possible solution. That he would reassure me in a friendly manner if he noticed that I was worried. And also, that he would discuss the repair date with me.
Because I myself know too little about the washing machine, I have to rely on the repairman. The repairman is probably a very good mechanic, but his conduct damages, first and foremost, the relationship with him and also that of the retailer where the washing machine was purchased.
The repairer’s response shows that the customer service culture is open to improvement. It seems that the customer must be dealt with as quickly as possible, with as little time spent on the phone as possible, and on to the next call. The company needs to review its customer service department. The current customer service protocol from company to customer is not working. As a customer, you think the other way around. As a customer, I demand attention, openness, and honesty. No excuses to get you out of a difficult situation. Trust is based on openness and honesty. Then there is transparency, and loyalty to the repairer and the company increases if things do go wrong.
