service with a smile

The local, the English language daily or Germany, has an interesting forum on the question of customer service in the country, positing a definite retrograde motion, and highlights some crucial cultural expectations for native and foreign markets alike. I for one am hesitant to condemn any interaction or exchange as a bad experience (at least in the moment or without profuse excuses) because I feel that my grasp of the language, while capable of going beyond what is just a la carte or off the shelf, maybe is not articulate or flexible enough to be exacting with specifications.
Over the telephone, it is especially challenging from both ends and it’s an unreasonable expectation for service-personnel to anticipate one’s every desire—although I’ve also had some memorable and outstandingly patient assistance. There’s a whole spectrum between fawning and surly and there is a bit of both everywhere. A lot of different factors going into programming and policy when it comes to customer interaction and intervention, and I believe that there has been at least some acknowledgement of the competitive environment—that lack of choice and alternatives is a faltering defense, but maybe that realization is countered with another institution, that of a contractual lifespan—something usually tied to one’s residence and just as enduring. Just as moving is a hardship never to be executed without exhaustive planning, and despite whatever shortcomings and neighbourly problems that developed, the relationship with a grocer, mechanic, landlord, insurer or other provider of convenience or necessity is akin to a marriage and something or the long-haul. Shopping is generally a daily excursion and mostly intended for a stock that only lasts the day and perhaps does not invoke the same feeling of a long-term commitment but is still a bit of a chore that exacts daily maintenance that is not always reciprocal.