Why does it seem the English don't know what customer service is.?

Question

Since I moved to the UK I have experienced so much pronlems with people doing business. The estate agent, the gas company, now the financial advisor. I am so fed up that everyone pmakes promises which they don't full fill and telling you they will return calls and never hear from them again.

I thought the English were kind and gentle but I see they are (not all) greedy, rude and don't care about friendlyness just how to get as much money out of you with the least efford.

It was suggested too move to a small village. Well I live in a small village already near Peterlee. North East of England. And the person who said to go away doesn't know what he's talking about. I have some good reasons to move from my own country (holland) and that's because soemone has treahtened one of my family members so I am here to stay. And about raise up these matters to their managers, it doesn't work, you can't get through and those I have worked with were the managers. They just think you need something I have so why should I care about you? I feel I am just a (national insurance) number. And those who feel offended, sorry I am talking about my experiences

Answer 1

I guess it's just another paradox, like American Intelligence.

Answer 2

You are ABSOLUTELY correct - in your observations about customer service.

But I take issue with you about the fact that we are not 'kind and gentle'.

It is very sad that you impression of the English has become so jaded. Although I can undersatnd how a series of bad experiences can begin to make you 'feel' that way.

I would GUESS you probably came to England and have been living in London, or at least one of the larger cities. As with may cosmopolitan hubs (Paris, New York for example) peoples lives are such and thesize of community so large that they become (quote) "greedy, rude and don't care about friendliness just how to get as much money out of you".

Some research has indicate that humans form a strong and supportive community in groups of no more than about 200 (I'll stand corrected as my memeory may be faulty on this). In this number of inhabitants - (which most small towns and villages consisted of not a mere couple of centuries ago) - Families are closer and community bonds are stronger.

For a better insight to true English life I recommend you move to a smaller community. I would suggest somewhere like Hebden Bridge - which is near where I live. The folks here are friendly, helpful and you can easily come upon recommended local service providers who do a decent job. Admittedly the total local population is a few thousand - but in a small towm like this people still get to know one another, and rely on repeat trade.

Nonetheless - you are correct that typically MANY English companies and service providers have a lot of work to do to improve customer service. There are a lot of small businesses out there that OUGHT to be the BEST at giving good service and they fail miserably because:
(1) There is currently a gravy train of demand so they don't have to worry about repeat business (when you KNOW you need to keep a customer it is a great invcentive to be customer orientated)
(2) Many business operators have forgotten the epithet that 'The customer is always right' (even when they are wrong!!)

So - here is your to do list:
(1) Move to a small town or village
(2) Never use a work man or service provider who has not been recommended by at least 3 people

You will meet a lot more friendly, helpful, community-spirited people, and you'll stand less chance of getting ripped-off.

Answer 3

When I was in South East Asia, I thought the Chinese were pretty good at customer service. I was bitterly disappointed when I visted China during the Deng Siow Peng era. What I "discovered" was not so much the English, Chinese or any nationality for that matter. Socialism, communism or even goverment jobs for life brings out the worst in customer service. Competition and a free market with no protectionism brings out the best. Yes! it can sometimes be cruel to the weak and the least able. We need some safety net but not too much. Have you had customer service problem from business proprietors as opposed to employees? (unless the empolyees found their niche in life and have a good boss!)

Answer 4

i think it has alot to do with the type of upbringing you ave. All around the world you find polite caring people and then those that are rude and selfish.

Because you have had problems since you have moved here don't label everyone (i know you said not all)! You have just had bad luck with the companies you have been using by the sounds of things.

I will agree though that alot of Customer service centeres in the UK are hopless and that they should be trained to have more respect when you are calling with an enquiry or to report a problem.

So i can see your point but not all of us are selfish and rude and actually do call when we say we will and try to be helpful in anyway possible.

Answer 5

I'm sorry you are having bad luck with our manners. As you pointed out yourself, we are not all like that, you have just been very unlucky so far. Some English people tend to hear a foreign accent & immediately assume that person is thick because they can't speak proper English, I've seen it happen myself. What these people seem to forget is that if the boot was on the other foot, they would struggle badly to understand another language, making them even less intelligent than you. Next time you are confronted by this kind of attitude say something like "I'm really sorry I am so stupid that I can't speak proper English, as you are so obviously more intelligent than me, perhaps we would get much further if we had this conversation in Dutch". That will make them see what ignorant idiots they are.

Answer 6

The English have never been a gentle race as far as I can recall.
As for kind?
Well we may have been once but now we are just like any other country, cheesed off with the situation.
yes these people you mentioned are notoriously bad when it comes to service. You would think that they would want your business wouldn't you?
It is possible however to find yourself at some point talking to a call centre in another country, British businesses like to deal with you from another country these days.
Perhaps you will have more luck with global companies rather than 'English' ones.

Answer 7

I can't believe you, a) have this problem b) attribute this to only the English and c) you haven't kicked up such a stink that there bosses or supervise rs haven't sacked them.I ran night clubs in England for 15 years and prided myself on the levels of customer service,nothing was to much trouble for a genuine customer.From there I ran real estate agents and again,I have traveled 100 miles just to pick up an old lady to look at a property( that will earn me nothing) because she was worried about driving and then take her back.(she did buy in the end).People need to speak up or service will never improve.

Answer 8

First of all I was going to disagree with you, but then, it wouldn't answer your question.I think its the whole world over.I have just returned form Belgium, and had a bad experience at the airport, where 2 of the staff knew that my friend and I were waiting to get served, but totally ignored us, which made me so angry, as I left my last job as the customer service that we had to give had gone overboard.I think we all just have to learn not to 'tar everyone with the same brush'.For every nasty person, there will be many more lovely people

Answer 9

Hi there we do know about customer service,if i was you i would make a complaint,as the companies that you are dealing with will not want to have unhappy customers,i'am so sorry but i hope you manage to sort these ignorant people out,and enjoy living in the UK.we are all not that ignorant,honestly

Answer 10

Its business today with little regard for the client it would appear most companies think they can do and say wht they want and hide behind a wall of annonymous people on the other end of a telephone line it is down to profit, bad management, no skill and terible ethics.

Basically it all stems from lack of pride and attitude in people and company policy

Answer 11

You've answered your own question, the UK is, sadly, full of greedy, rude and unfriendly people. We also don't like complaining about poor service instead we mumble under our breath and won't go to that particular place again, that'll show them.