Please understand that customer service and productivity have nothing to do with kiwi work ethic.
Remember the company doesn’t want you to call the call centre, they actively want wait times to be long so you will use the online options that are cheaper for them (unless you’re a new customer, you’ll notice those queues are a lot better staffed). Also pay attention to whether they have their own call centre or if they are using a call centre that handles queries from multiple places. Its all about the company saving money and has nothing to do with work ethic.
I have never had a tradie not show up so can’t comment on that, but I have had them show up for a 1 hour job that took 3 because of something unexpected so I have had them come later than planned but can understand that unless you’re first of the day then it’s only ever an estimate.
Have you ever walked into a store and tried to find somebody to help you? Have you ever asked a question to a business employee and gotten a blank stare because they have no idea what they are doing and they get paid minimum wage and they just started last week because nobody wants to work for this shitty store for more than a month?
Again, this is the store’s fault not the employee’s work ethic. If they wanted their staff to be knowledgeable they could have those staff, that their company doesn’t train them on the products they sell says nothing about the work ethic of the staff.
No wonder our economy is a mess and our productivity is so low.
I know the government likes to say everyone is lazty, no one wants to work and our productivity is low, but these are different things.
Productivity is about how efficiently we can produce. NZ has a small coal mine, with equipment suitable for that. It might cost them X amount to extract a tonnw of coal.
Australia has giant mines. One or two people can operate a giant bucket wheel excavator and mine up twice as much as what we can do in NZ for the same expenditure. This would mean they are twice as productive, but that says nothing about how hard the staff are working.
NZ has low productivity because we don’t operate at the same scale as larger countries, and because our government is way behind on R&D support.
Remember the company doesn’t want you to call the call centre
I’ve found this to be a an international mega corp thing and to be alot less prevalent in NZ. In NZ companies highly value their rep becaause we are small and generally poor, they want any slightly annoyed customers to be funneled into their customer service pipeline so they can clear up the issue and have a happy customer walk away. Its so much cheaper to fix a customers issue than have them shit talk your business for the rest of their life and NZ companies seem to understand this in my experience.
We must have had different experiences 😅. In places I’ve worked with contact centres, they didn’t want too quick of a wait time because people are more likely to call. Typically targeted 10 or 20 mins wait.
However, places are also likely to have long waits at the time you call because you are most likely to call at the times that other people are most likely to call too, so controlling those peak demands without making it shit for the staff can be hard.
I get that the company doesn’t want to help their customers but the point is that the employee has no interest in actually doing the job of helping you which is supposedly their job.
The questions I have for the employee in the store are not calculus problems, they are simple things like “does this come in red” or “do you carry such and such” or whatever. Just basic knowledge about what’s in the store.
Please understand that customer service and productivity have nothing to do with kiwi work ethic.
Remember the company doesn’t want you to call the call centre, they actively want wait times to be long so you will use the online options that are cheaper for them (unless you’re a new customer, you’ll notice those queues are a lot better staffed). Also pay attention to whether they have their own call centre or if they are using a call centre that handles queries from multiple places. Its all about the company saving money and has nothing to do with work ethic.
I have never had a tradie not show up so can’t comment on that, but I have had them show up for a 1 hour job that took 3 because of something unexpected so I have had them come later than planned but can understand that unless you’re first of the day then it’s only ever an estimate.
Again, this is the store’s fault not the employee’s work ethic. If they wanted their staff to be knowledgeable they could have those staff, that their company doesn’t train them on the products they sell says nothing about the work ethic of the staff.
I know the government likes to say everyone is lazty, no one wants to work and our productivity is low, but these are different things.
Productivity is about how efficiently we can produce. NZ has a small coal mine, with equipment suitable for that. It might cost them X amount to extract a tonnw of coal.
Australia has giant mines. One or two people can operate a giant bucket wheel excavator and mine up twice as much as what we can do in NZ for the same expenditure. This would mean they are twice as productive, but that says nothing about how hard the staff are working.
NZ has low productivity because we don’t operate at the same scale as larger countries, and because our government is way behind on R&D support.
I’ve found this to be a an international mega corp thing and to be alot less prevalent in NZ. In NZ companies highly value their rep becaause we are small and generally poor, they want any slightly annoyed customers to be funneled into their customer service pipeline so they can clear up the issue and have a happy customer walk away. Its so much cheaper to fix a customers issue than have them shit talk your business for the rest of their life and NZ companies seem to understand this in my experience.
We must have had different experiences 😅. In places I’ve worked with contact centres, they didn’t want too quick of a wait time because people are more likely to call. Typically targeted 10 or 20 mins wait.
However, places are also likely to have long waits at the time you call because you are most likely to call at the times that other people are most likely to call too, so controlling those peak demands without making it shit for the staff can be hard.
I get that the company doesn’t want to help their customers but the point is that the employee has no interest in actually doing the job of helping you which is supposedly their job.
The questions I have for the employee in the store are not calculus problems, they are simple things like “does this come in red” or “do you carry such and such” or whatever. Just basic knowledge about what’s in the store.
This is called culture, and culture is 100% a company problem not an individual staff member problem.
There’s a reason performant companies are so obsessed with employee engagement.