Medi-Care Pharmacy has raised the bar in customer service

Mar 01, 2015 Letters

Dear Editor,
I travelled to a few countries and saw many pleasant sceneries and received impeccable customer service and I always wonder when things in Guyana will improve.
I am delighted to say that I have seen an improvement in the Customer service sector at the new Medi-care Pharmacy.
I take this opportunity to personally congratulate the Management the Staff of Medi-care on raising the bar when it comes to customer service. I was pleasantly surprised when I went to purchase an Item at their new branch at Hadfield Street in Georgetown.
Not only was I pleased with the aesthetics of the building from the outside, but also the inside. The inside was very clean and someone was still cleaning.
This is the type of environment is what we need! I then got a warm welcome from a staff who enquired what my purchase was. I came out of their feeling very satisfied. I’ll definitely be going back!
Around the country the pharmacy is expanding operations. I saw another branch being erected in Mon Repos on the East Coast with a similar design of the others.
This is the type of improvements we need. So as soon as a customer sees your building; they know which business it is. They don’t need to look for the name.Keep the standards up Medi-Care!
Numerous times I receive abysmal customer service from staff at other businesses around the country. Also the physical conditions (buildings) of a lot of businesses are very poor; some even have a scent emanating and garbage in front their premises.
These business just focus on getting sales and forget to provide a proper environment and service for customers. Customers also wait in long lines while employees are sluggish and most times insufficient.
This is evident at restaurants, banks, hotels, pharmacies, hospitals, supermarkets, Ministries, Insurance Schemes, and the list goes on.
I only go to some of these businesses because I don’t have a choice. Some Public buildings and employees are even worse. I think it’s widely known that if one has to do a Public transaction they need to take a half day or the entire day off! Imagine the total loss in income for a day multiplied by the thousands of persons who take days off! Customer Service over the telephone is terrible and unpleasant.
Firstly, they take long to answer or don’t answer at all, then when they do they keep transferring you in circles. Most times the staff is oblivious of their organization’s products and services.
I’m pleading to Business owners and the Public sector to get their act together and provide some value to customers. Without customers where are you?
Businesses and Public sectors must uphold a clean environment, build aesthetically pleasing and spacious buildings and provide some sort of training for their staff when dealing with customers.
Think of a tourist visiting Guyana for the first time and receives poor customer service. What message do you think he will go back to his country with?
Proper customer service can do wonders for Guyana in the tourism industry.
One solution is to train and monitor staff on the job. Providing avenues for customer feedback is also crucial in achieving proper customer service.
A simple suggestion box, indicating Manager on duty, email addresses, phone number for complaints, etc.
When complaints are received by customers the staff named should be duly penalised. This will ensure that customers are properly treated.
Government and corporate businesses needs to set the example in customer service. Legislation needs to be in place that sets minimum standards for businesses.
I know of some that are already in place, but not effected. Government can set up a committee that receives customer complaints and disciplines businesses and their own agencies accordingly.
Implementation of laws is one of Guyana’s major demise. Several legislations are in place but never properly implemented.
This is the foremost reason we experience abundant lawlessness in everyday life in Guyana.
K. Ramkhelawan

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