By Shane McGinley
Indians believed it was better than home, while Brits said it was worse
Asian and western expatriates
differ vastly in their opinion of customer service standards in the UAE,
according to the results of a survey released this week.
Of the 400 respondents to a
survey carried out by British outsourcing firm Capita,
60 percent said they felt that customer service was better than in their home
countries. However, a deeper analysis of the results showed there was a vast
difference in opinion between expatriate workers from India and Britain.
Nearly two thirds of
Indians said they believed customer service was better in the UAE than in their
home region, while an overwhelming 87 percent of British expats said customer
service was worse.
“It is clear that expatriates will have very different
expectations on what constitutes good service, and providers need to understand
their customer demographics, and plan their service offerings accordingly,”
the report said.
Overall, two thirds
of respondents said customer service had improved while they had lived in the
UAE, particularly those who had lived in the Gulf state for more than ten years.
Indians ands Westerners have different expectations from life. Just go to India to see how they live.
Well of course they are going to have different views about customer service. Incluse Americans in this study and you'll have a whole new dimension. The main problem in dubai (I have lived here all my life) is that the customer himself doesnt know what service he should expect. Most people who are supposed to give the service dont get the training or the skills to deliver the service. The only thing that can describe Dubai service levels are "take it or leave it". the best example is Toyoto Showroom. Their business is so good that you'll be lucky if you can find a salesman to come and talk to you. Worst service? Well I dont have enough time to get into that. The only thing is that you have to be a regular at some place or know people at a particular place to get service or spend tons of money :)
It's probably a mix of two things.
Firstly, the standard of customer service is probably higher in the UK than it is India. Before someone jumps in and starts moaning about British Imperialists or whatever, let's just accept this as pretty much a standard fact - I'm sure any Indian who's been to Britain or any Briton who's been to India is going to agree with assessment. Therefore there's a difference in expectations.
Secondly....I would be willing to wage the majority of 'customer service' activities in the UAE are carried out by, well, Indians. It is perfectly possible that the Indian expat community faces less of a language barrier compared to the British expat community when speaking to Indians carrying out customer service. This probably makes Indian customers more confident in asking for service, and Indian workers more confident in delivering it.