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Sunday, December 10, 2006

Worst Customer Service in Cebu

I recently had my eyeglass frame changed and I happened to walk in to VISION EXPRESS which is located at Ayala Center Cebu. Upon entry to this store, I sensed that service might not be very good since it took multiple seconds for the one lade staff (who was in a red Vision Express uniform) before she stood up to assist me.

My dilemna worsened when she began to verify my prescription. I have a mild case of astigmatism and it has been 6 years since I had my eyes checked. I have made visits to a lot of optical shops already and I was so used to being educated very well by those who attended to me before I purchased anything. Of course, being used to that, I had this tendency to ask a lot of questions to this lady who checked my prescription. Not only was her inspection too lengthy to eventually cause strain to my eyes, she was also inadequate in educating me with what she is doing and what I should be expecting. And then I began to doubt whether or not she has the capacity to do what she was doing. I got really scared she was not doing it right. She simply could not answer my very simple questions.

I am runting for many reasons...I am a paying customer and I deserve to know what I'm paying for. This woman calls herself a doctor and pins a nametag with Dr. Vivian on it, but i don't think any inquisitive layman would appreciate her service or would be confident of her title. I felt like she was only after sales...and her inadequacy was even backed up by another staff who also pins herself with a nametag Dr. Lady May. The biggest mistake was to render such lousy service and talk behind the back of their client who was still inside the shop...unfortuantely for them, she happens to have an excellent listening skills.

Whether or not it is because of my orientation towards "Good customer service" which makes me demand for more than satisfactory service from any store...i think VISION EXPRESS needs to work out more on customer orientation. The most ridiculous about it is that they have a framed company profile, indicating that their excellent customer service is one factor that makes them a cut above the rest...

I consider Cebu City's shops to be very poor when it comes to customer service but VISION EXPRESS gave me the worst ever in my entire life...

P.S.
Call me evil.
...but...A customer has all the rights to complain for money's worth...
and I learned that if dissatisfied with any service, you don't fight back...be the bearer of bad news against them...
for now, WORD OF MOUTH is the sweetest revenge....
with high hopes this might redeem what I paid for which is not worth what Vision Express renderred...

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