@Cheryl
Having a Bulgarian wife, I've learnt a lot about attitudes and behaviours towards customers in Bulgaria.
Let's start with the whole concept of Customer Service. In Western Europe, especially the UK, most businesses adopt the mantra "the customer is always right" even if the customer isn't always right. Born on the preface, that gives the customers what they want every time and they'll keep returning.
In Bulgaria, however, this ideology, often doesn't it exist. In fact, in some instances "the customer is plainly wrong and a d@mned nuisance". This mentality is born from protectionism (protecting the business profits) Disregard for others, a lack of understanding others and just plain selfishness. You have to remember what a person serving you, probably earns in salary each month - it's a pittance, around €700 to €800. Little wonder, the average customer service colleague in Bulgaria, is not happy with their lot.
When entering a shop, if you want good customer service, you need to know how to deal with the employee serving you. If you go in guns blazing demanding something, you're likely to be met with the F U attitude and if your really lucky, you'll get ripped off.
As an expat British person, I make sure I use the following strategy...
1. Try to speak Bulgarian, even if you use Google Translate.
2. ALWAYS start with the word please
3. Be very direct with what you want and if you're using typed Google Translate, make sure it's as concise as possible.
4. Smile - it means a lot and can defuse a grumpy person serving you.
5. ALWAYS say thank you before you leave and bid them good day. They're more likely to remember you as a good experience.
The concept of Customer Service in Bulgaria is improving, although, it has a long way to go. I know, because I worked for a British supermarket (superstore) for six years - I know what pleases customers; I also know how to p*as them off haha.
If I'm to hand some businesses compliments and brownie points, these companies have excelled...
A1 Couriers (Varna) BORN (cleaning supplies) Bulgaria Air, Dosev Impex (tiles/bathroom) Econt, Eldominvest (boilers), Fresh Zone cafés (Varna) Happy Restaurants, Health Store BG, Home Max, Ralica furniture, SDI Insurance, Solutions of Glass (shower cabins Varna) Speedy, Staria Chinar Restaurants (Varna/Sofia) Trapkovi (power tools) Triumpf Taxis (Varna) Zora (tech superstores).
The list above, is of mainly larger businesses, but it has to be said, that small local businesses, to which I'm blessed with many, also excel and when you become a regular customer, often can reward you.
I didn't mention any supermarkets in the above list, as their customer service is somewhat different, but none fit the "excellent" category. If I had to choose from the bigger ones, it would be Bulmag for well stocked stores and great choice. Customer Service in Supermarkets needs significantly improving.
Who's trawling the bottom with customer service? Indeed, some businesses you could be forgiven, thinking, that there was no customer service at all...
BDZ (Railways) operated by post Communist, bureaucratic depressants. Some stations have improved - some haven't. On board service? Non existent, but hey, it's cheap and it gets you there, sometimes on time.
Immigration offices - don't expect a smile ever. Functional, but annoy them and you'll see what happens.
Kaufland, if you want grumpy employees - Lidl is similar, but you'll have a harder time finding anyone.
Municipality offices not dissimilar to the Post Office, except that you get a few more layers of bureaucracy.
Post Office - dare you enter to the emporium of dragons and bureaucracy - expect to spend 30 minutes posting a letter, or collecting one.
Praktiker - just dreadful. I've stopped shopping there. You see the steam coming from their ears. Technomarket (tech superstore) selfish sales staff, interested only in commission payments and messy stores.
Hotels.
Hotels are a lottery. You have to remember the star rating doesn't mean you're going to get good service from employees. All the star rating provides, is an indication of what facilities the hotel has to offer. I've stayed in 4 and 5 star hotels and been very happy and very disappointed. With hotels, you need to read the negative reviews and look at what percentage of negative reviews they have.
Customer service in hotels is paramount for a good stay. If the staff are not motivated, then it's likely the property, cleanliness and comfortability will be poor too.
Utility companies - only enter there service centers if you really have to and reserve an hour and a half! Bureaucracy and grumpy staff, both for electricity and water, coupled with expensive and erratic supplies and bills that you need a magnifying glass, a lot of patience to read and a maths degree to ensure you're not being ripped off.
My very best experience of customer service? Probably my local bar/ café/ restaurant; the staff in there love me and bend over backwards - I feel like I'm being mothered by these lovely ladies.
|
|
