CUSTOMER SERVICE OR THE LACK OF IT

I worked in the banking industry for 21 years. Most of the customers I dealt with were wonderful but every so often I would come into contact with an asshole. I've been sworn at, yelled at and ignored while still keeping a smile on my face. That's what I was there for - to serve the public.

I've been noticing a decline in the quality of customer service over the past year. Before Christmas, I encountered a couple of nurses who didn't treat me well. I needed to have several tests done, one of the tests required me to fast beforehand. I've had this test before and the nurse at the time said it would be OK to have coffee in the morning but no food.

Hubby accompanied me to the lab as I was a little nervous. The nurse asked it I'd eaten breakfast. I replied that I'd just had a coffee. She informed me I couldn't take the test and would have to come back tomorrow. Not what I needed to hear the day before Christmas Eve. She also informed me in front of the whole waiting area that I could do my urine sample at home. I was about to tell her where to stick her urine sample when hubby took hold of my hand and led me away.

I returned the next day with my sample. I dealt with a different nurse who was worse than the first. She chastised me for not filing out my details on the test tube. I informed her that if I did everything for her, she would be out of a job. Probably not the best words before she stuck a needle in my arm. She asked me if I had eaten but there was no mention of coffee.

I didn't receive my results until after Christmas because of the delay in taking the tests. So the outcome was always in the back of my mind during the holidays. What annoyed me the most (when I received my results) was the fact my cholesterol hadn't been tested and that was the test I had to fast for in the first place. I had to laugh or I would have cried.

At the time, I was worried for my health, stressed because of Christmas and hubby and I had many other problems we were working through. Giving good service can be a lot harder than you would imagine and I have had times when I have struggled to give it. I realise everyone has bad days but you can't take that out on your customers. It wouldn't have taken much effort for the ladies to have treated me better and shown a little compassion. Perhaps they should consider another profession.

Thankfully, my results came back fine. That's all the matters really.

P.S. I asked my Dr about the coffee and fasting thing. The nurse was indeed correct and even a little coffee can have an impact on the result. Still, consistency from the nurses would have made my experience with them much less stressful.