We keep speaking of the importance of the customer but do people who deliver service really care? Is the communication of your staff customer oriented? Do they radiate willingness to be of service? Unfortunately, fairly often I find this is not the case.
At a public sector bank recently I went through the hassle of paying my quarterly Service Tax. The unfriendliness of the staff has to be seen to be believed. They act as if we the customers are actually disturbing them at their work. Yes, I realize he has to tally his accounts but can’t he do it after answering my queries and finishing my work. He counted a wad of notes, then put them in the couting machine. In three tries he got three different answers which did not make his surly mood any better. He then did one more manual count before giving it up as a bad joke and pushing all the notes into a large drawer.