I suppose I could complain about the really bad service (and indifference) of Blackberry South Africa and MTN’sinability to look after me as a client, and actually phone back a week ago when promised.

But this type of customer service is so typical of a large organisation. I don’t think it’s limited to South Africa, but I think it’s a worldwide issue. Certainly my experience shows this. I could list a list so long that will become boring.

The greatest problem is that most organisations have structured their business processes and systems to others impossible to provide customer service. They are designed to screw up the customer experience.

So what’s the problem? We have your money, now bugger off!

Let me put this into context here and expand on my Blackberry / MTN:

• My Blackberry Bold got stolen and I went through the insurance process and got a new Blackberry Bold.
• I collected the new phone from MTN’s “customer services” centre (they really are customer irritation centres)
• The service consultant service consultant told me not to worry if there were any problems I could bring back within seven days.
• There was a problem. Ironically, the B on the Blackberry keypad works intermittently. And when I took my phone back to get a new one MTN refused to take it.
• The problem: I did not have the original box and the Blackberry phone came in. I had the barcode, and all the correct numbers, but not the physical cardboard box.
• The MTN consultant spoke to Blackberry and they would not Blackberry budge.
• The Blackberry Problem: Their warehousing department cannot accept anything back unless is comes back in the original box
• The MTN consultant said they would chase this and promised to phone me later that day to see what he could do.
• My current situation: Nothing a week later — or rather a very load but F*&K You from Blackberry and MTN. We have your business so stop complaining and bugger off.

The common customer service issue

There is no doubt that there is a large degree of indifference shown by MTN here. There is no doubt that their staff are not delivering.

Yet part of me cannot criticise the MTN staff to heavily here. When I was sitting with him, he had this look of resignation on his face. He knew he was screwed and they wouldn’t be able help me. Do you think he wants to phone me? Not a chance.

He was a victim of the same thing I was: the processes and systems of both organisations know the impossible for him to deliver a decent level of customer service.

Some wanker who never has to deal with a customer has made a policy decision that has an enormous impact on how I experienced Blackberry and MTN. And the irony is that the same wanker is senior enough that the MD will support them over the customer.

Cos here is the reality of the situation as it stands:

• Customer (me):  screwed with a Blackberry that doesn’t work properly
• MTN staff member: Tired of being crapped on by customers
• MTN Management: Get bonuses for improved profitability
• Blackberry Management: Get bonuses for improved profitability
• Wanker at Blackberry: Gets promoted

This equation doesn’t look right to me. Its not really Ayoba is it?

You lose if your customer loses

The good thing about life is that change happens and it’s happening really fast. These large organisations may be very secure today. They may even be semi-protected like MTN is; where there is a lack of competent competition and an agreement with the competition on high interconnection fees.

But the reality is the world we live in today will not be the same in 20 years time. But these organisations want to be around in 20 years time. Yet, if they continue treating their customers as they will be severely compromised. If they continue to ignore the quality of the customer experience, they will lose.  And sponsoring the 2010 soccer world cup or huge advertising campaigns will not fix it?

This is not rocket science. And no one is going to stay in an abusive relationship for too long.

Control the customer experience

As an organisation you have to design your processes and systems around your customers. You have to design a real customer experience that makes your customer come back for more. You have to trust your staff enough to allow them to add value to your customers. You have to create a win-win experience that goes three ways:

• the company wins
• the staff win
• your customer wins

The rules of business are changing. It’s time to adapt. Just ask Telkom (but then again maybe they don’t really care either).