Customer service

4 May

I’m doing a bit of clearing out this morning and found a file with the beginnings, in some ways, of this blog. I’ve been jotting down bits and pieces from life in Vienna since long before there was even something called the internet. This one is about quite a controversial topic in the U.S. American / Viennese dialogue, customer service.

One topic that comes up again and again among U.S. American expatriates in Vienna is the quality of customer service. The general opinion is that it isn’t very good. My feeling is that it is different from what you get in the U.S.A. but not always worse. Yes, there can be grumpy and / or rude waiters especially in the traditional coffeehouses, who sometimes—but not always—become less grumpy when addressed in good German. On the other end of the spectrum I have stories of customer service I’ve received in Vienna that is so good it is off the scale.

First of all, there is the kind of customer service that the Viennese miss when they go abroad. In the words of a Viennese who has been a professor at a major U.S. university for over 25 years, “I miss sales clerks who know what they are talking about.” He was referring to the system of training people to be specialists that is still common in Vienna.

Shortly after he said this I experienced vividly what he was talking about. I have the kind of engagement calendar which is like a ring binder and for which I need to buy new inserts every year. I bought it because I liked the look of it, never realizing that it is not a common brand and therefore very hard to get inserts for. For a number of years I went to one store on Kärntnerstraße in the First District. Then they fell victim to the general trend of replacing Viennese stores that had been there for generations with the usual chain stores you find in every European capital.

After asking around, I found out that there was another stationery store, Mayr & Fessler, on Kärntnerstraße that might have what I need. I went off to see if they could help me. The young saleswoman I talked to knew exactly what I was referring to but said she feared they were out but that they usually got their weekly deliveries from that distributor on that very day of the week. She would call down to the stock room to see if the inserts I needed had come in that day’s shipment. In under a minute she was able to confirm that they had. In less than three minutes one of her colleagues had brought them up for me. Having worked in retail myself, I was much impressed that she knew that a shipment should have arrived and that she went to the trouble of checking for me. When I thanked her she said it was “selbstverständlich” (approximately in this context “her job”).

This was the same store that, on another occasion, after selling me the leads for my mechanical pencil offered to refill the pencil for me. When I saw that they put the leads in from the top, not shoved up from the bottom as I am wont to do, I asked the saleswoman to show me how she had done it and got a quick lesson in the manufacturer-approved method.

Then there is the customer service in Vienna that allows the customer as much time as he or she wants. (Granted this can backfire—sometimes you are allowed far more time than you want!). The Viennese are used to being allowed to sit for an entire evening in a restaurant and would be shocked to be rushed or even kicked out. You must ask for the check in a Viennese eatery or you will sit there forever. The waiter will never bring the check without being asked.

I know the system in the U.S. is different. Having worked a short stint as a waitress I am perfectly aware that restaurants live from turnover on tables and the wait staff live from their tips. I still had no comfort or explanation to offer one of my Austrian friends who was in Washington, D.C., on business. After a hard day’s work he went out with some other European colleagues (all high-level employees of an EU government body) to a restaurant recommended to them as one of the best in Washington. They enjoyed the meal and were lingering over their coffee. The waitress brought the check. They were in no rush to pay. The waitress made a few subtle attempts to get them to pay. They resisted. She finally asked them outright to pay and leave as she needed the table. At this point they complied, naturally, in their opinion, leaving no tip. As the waitress confronted them about this they explained their position. At this point the manager got involved—on the side of the waitress! Whatever else you may have to put up with in restaurants in Vienna (grumpy waiters, slower service than you are used to, problems paying at the end) I doubt you will find that you are first asked to leave and then expected to tip for the pleasure!

And then there is the extraordinary customer service, the customer service clearly based on the Golden Rule.

For example, there was the time someone called me from the main post office. She had a postcard for me on which there was no family name and no address but my telephone number. It’s a long story how that happened. The short version is that I had met a student from Korea on a coach between Oxford and London. She thought she might be coming to Vienna so I gave her my telephone number and asked her to call me if she came. She sent the postcard to let me know that she wouldn’t be coming after all and, as all she had was my first name and my phone number, she used that. The lady from the post office asked for my address, I gave it to her, and she sent along the card.

There was also the time when I was so impressed by the customer service that I interrupted a busy day to painstakingly write, in German, a letter to the head of the company about the incident. I had paid for a purchase at my local perfume store with my debit card. Then I made a change to my purchases which entitled me to a credit. I was told that only the amount of my final purchases would be charged. Yet when I did my bookkeeping for the month I saw that the credit hadn’t been taken into account. The store owed me a little over EUR 12. With very little hope I went back to the shop, wondering how on earth I would be able to explain what had happened and back up my claim. I had barely launched into my story when the saleswoman said, “We owe you EUR 12.05.” She reached into a drawer, took out an envelope with the money in it, gave it to me, and gave me a small present to make up for the trouble of having to come back. I shall be their loyal customer until they are taken over by the international chains taking over all the small shops in Vienna.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: