Dorite

Dear Shoprite (And others)

The government departments that we know and love have made an art of torturing their customers.

One expects much better of business. 

Life is grim for senior citizens in South Africa. That excludes those in government and their friends. You might consider this before your next pension payout day. 

You guys know far more about customer service than I ever will. You know all about process engineering. Nothing as technical as the name suggests. Just removing bottlenecks, unnecessary / redundant steps etc.; making the process simpler and faster. Of course, it begins and ends with the question: "What does the customer value?" We could rephrase as: "What makes the customer's life easier / better?".

I can tell you what doesn't make the lives of senior citizens brighter:

Queuing until their legs hurt.

Having to guess whether the cashier's gone to top up the cash in the next province or just in the next town.

Having to guess whether the cashier is coming back or has suffered a mental breakdown.

You guys do this every month. You also spend a fair bit on advertising, telling us what great things you do for us. Why not do some little things for the forgotten people of South Africa? They are your customers too, if you need a business case.

Someone posted very recently on Twitter that South African businesses know nothing about customer service. Can't be. We're the 'friendly country'.  We have uBuntu.

I'm sure you'll prove them wrong.

Yours in the quest for the heart of service.

Richard 

Tips for the blogger gratefully accepted 

Capitec Bank, South Africa  

1378565477

O Tichmann 

+27 833970723