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Posts Tagged ‘services’

Cleaning House At Manor

12 Feb

This week one day after work I ran over to the Manor Supermarket on my way home to grab something to eat.  I had about a hour before the store closed and thought that should be plenty of time to get a few items for a meal.  On the top of my list were a few items from the diary section.

Much to my surprise when I entered the store the entire dairy section was not there.  The shelves were completely empty.  There were employees scurrying everywhere throwing butter in one shopping cart and yogurt in the next.  There were others cleaning the shelves, and even others readjusting other shelves.

After about 30 seconds of observing the situation I realized first, I would not be getting my yogurt that day, second there were obviously in the process of restocking and arranging things, and finally the Swiss still have no concept of customer service.

Why in the world would you basically shut down about 20 percent of you entire shopping store at a prime shopping hour to clean shelves?  Not only does it surely impact sales, but it pisses customers off.  I saw more than one person including myself with a look of total disgust because of an apparent wasted trip since we weren’t going to get what we had come for.

I talked to a Swiss friend later in the week and explained the situation and she mentioned that stores like that can’t do such work outside of work because they can’t pay overtime.  To me, that is just another sign that the Swiss labor system including the unions are extremely powerful.  These stores are closing at 7:00 in the evening and are opening at 8:30 in the morning and they can’t find a way to work with the unions to do such work as major store layout changes outside of opening hours.

I however don’t think that is really the root of the problem.  The easiest explanation is that the store managers just don’t care. Customer service doesn’t matter here.

Unfortunately I went back to the store today.  I had no choice, it is the closest.  Wow, what a difference the new layout makes.  The frozen pizzas are now closer to the fruits & vegetables, which really has improved my life.

 
 

End Of The Year Photography Project

19 Dec

Assemblying This Years Photos

Every year around this time I start a project to assembly a collection of my best photographs and assemble them into a bound book.  The past couple of years I have been using the MPIX website site in the U.S. to get my books printed and I have been really happy with there products.

One feature I really like about MPIX press service is that they provide a small software package called the ‘ desktop solution’ that you can use on your desktop computer to create your photo book calendars, and some other fun things.  The application gives you much more control over many of the flash based photo book modules you will find built into websites like Snapfish.

While the software package is great, take note that currently MPIX will only ship to the U.S. and Canada.

But shipping is never my problem.  The really problem is sorting through the year’s photos and picking out the best.  This year I took over 13,000 photographs.  With such a huge collection it is really tough to select the ones I want to include in this years book.

Throughout the year I am a constant tagger of my photos, and I like to rate my photos in Adobe Lightroom.  That makes it much easier to find the best shots from that obscure little village I may have visited in some remote land.

So what are this years highlights from our continuing expat adventure.  Here is a short list

  • Snowshoeing in Amden, Switzerland
  • Trip to Portugal
  • The Cotswolds in England
  • Summer on Betteralp
  • Alphorn lessons
  • Nice and Manaco
  • Our trip to Innsbruck with friends

The book is put together and finalized now I just have to submit my order and I should have a nice keep-sake in a couple of weeks.  I can’t wait.

 
 

Language Revolution: Press 4 For English

17 Nov

About two years ago I decided to go through the pain of calling Swisscom, the local mobile phone provider, to setup internet access to my voicemail.  I used to use a web interface to check my voicemail in the U.S and find it to be much quicker and easier than waiting for the automated voice to remind me of all 12 menu options every time I would connect to voice mail with my phone.

When coming to Switzerland I had  not been quick to set up web access.  Firstly there was of course the entire language incompetence so I didn’t even know it was available until I could read enough German, and secondly to set up access you had to ‘call the service center’ to start the service.  At the time I dreaded speaking German over the phone so it took a lot of courage to get over it.

Of course after going through the pain and torment of setting things up at some point I forgot my web password after a vacation and I hadn’t written in down.  Not wanting to deal with a German phone call again I did not call to reset my password.

Today, I got over it.  I decided that I needed to belly up to the bar, and make the call.  Yes even in German.

Imagine when I dialed in and started listening to the menu.  “Duetsch druken sie Eins, Par le France touche duex, per italiana stamp tre.”  Just as I was about to press 1 a new voice came on.  ‘For English Press 5′  What!?  English?!  The clouds parted and a light from heaven came down and shined direclty on my desk phone.  ‘Thanks be to Swisscom I though to myself as I pressed 4 and  made the sign of the cross.

Is this a new trend in Switzerland.  Have businesses finally realized that with 20% of the population coming from abroad there may be an under served market of non native Italian, German or French speakers that would prefer to do business in Globish (International English).

I sense a change coming and I am sure those Swiss based service businesses that incorporate English language services will see an increase in their market share of the expat population.

Are you longing for service in English?  If you could pick one service to provide service/support in English what would it be?

 
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Posted in Language

 

Dr. J. The Medicine Man

14 Oct

I did something I have never done in Switzerland before.  I went for a doctor’s appointment.  I had heard the stories of “The Desk’ and all the typing that proceeds a physical examination but I still wasn’t prepared for it.  It is so totally not like the U.S. experience that I was still thrown off by it.

First off,  I was in the waiting room when I was approached by a man in a black polo shirt and brown corduroy pants with a stethoscope wrapped around his neck.  He had the appropriate look and age to be just another T.V. personality from the latest American emergency medicine drama.   I figured him to be a nurse of some sort.  I was quickly surprised when he introduced himself as the Dr. and invited me to follow him.  When was the last time a doctor ever came into an American waiting room,  ohne white coat, and greeted a patient.  Wow, this was starting out strange.

Step 2, enter the office.  And I mean office complete with all the necessities.  Book shelves, desk, computer, desk chair and in the back corner an examining table.  We sat and spoke for a few minutes about the reason for my visit and after about 10 minutes of conversation and note taking on the computer we moved to the phase of a more traditional U.S. examination.  Siting high on the examining table, legs dangling like a 10 year old kid.

The experience was pleasant, and I felt like the Doctor spent more time with me that his U.S. counterparts.  Part of that may be the fact that he did all the things normally done by a nurse in the U.S.  like hieght and wieght and blood pressure are acutally done by the doctor.

One interesting side note, you are charged by the minute for your visit.  That just reminds me of some sort of late night T.V. ad in the U.S.

 
 

Putting Away The Christmas Tree

11 Apr
The brown Christmas Tree

Old Dry Christmas Tree

The time has come to get rid of the Christmas tree.  Yes it is April, and like every year we missed the tree pick up because we were in the U.S. in January when the city picks trees up, so I has sat like a discarded dirty sock on the corner of our balcony for the past 3 months.

Although it was sunny and inviting looking outside it was still a bit cold.  But with the look of spring in the air and the tulips just beginning to come out I thought it was time to tidy up the garden.

My usual dismantling of the tree with the saw went fast this year.  The past 3 years of experience have made me an expert in tree dissection.  I can reduce an entire Christmas tree into a 110 liter garbage bag in about 30 minutes.

Along with the tree trimming I also dusted off the outdoor furniture in preparation for the warmer weather.  I just can’t wait until its warm enough to actually sit outside.

How is you spring cleaning going?

 
 

Swiss Dentist, U.S. Style

17 Aug

I have had a nagging problem with one particular tooth. I should say before I go any further that I tend to avoid dentists at all costs. Despite the fact that my wife always tries to get me to go in the U.S. during our annual Christmas visit I always seem to find an excuse.

Lately, I could not continue with excuses. I had some pain, and it was time to go.

The last time I was at the dentist was in 2006 just before I moved to Switzerland. At the time, I figured I should go for one final checkup while I knew I could still communicate in my native tongue. During that visit the dentist found something, and said, no problem, just leave it. It is small and you should be fine for now, if it doesn’t hurt you should leave it. Well, three years later, the time Had come.

I choose a dentist in Nussbaumen, close to Baden. The prime criteria, English of course. Added bonus, Dr. Dehn at AGZD graduated from the same University in the U.S. that I did. What can I say.

While Dr. Dehn did a good job of solving my problems and was a very nice Dr. it was a wierd but not uncommon conversation we had. A mixed English / German conversation. I know that if you have never lived abroad you may not understand what I am talking about but if you have you know exactly what I am talking about. Even though we were both two native English speakers, you just use some local lingo cause that is how it is.

‘Hello Mr. XXXX how are you today? You have a very unusual last name, how do you say it,” replied the Doctor.

‘Yes it is Strange but in der Schwiez people can pronounce it,’ I replied.

‘Yes, yes, I see so you are here about a possible Karie?’ he questioned.

‘Yeah, I have had this pain in my tooth, and I think the Karie is on the lower left side,’ I mumbled as he poked around.

The strangest thing that I had never experienced was when he handed me a mirror to take a look at something in my mouth, just before he was going to drill something. I was a bit fasinated because I had never been offered to look into my own mouth at the dentist. I was so caught up at staring into my own mouth, that as he started putting the drill back in I didn’t put the mirror down. It took me a split second to realize ‘Hey, that’s me he is drilling, I better put the mirror down, because I don’t want to watch!’

Don’t take that the wrong way, as the Dr. was really great and I feel much better now. If you are looking for a english speaking dentist near the Baden area I would recommend Dr. Dehn in a second.

 
 

Making Change – How to Pay A Bill In Europe

20 Jul

When I was moving to Switzerland I had little idea of how life would change from a world of plastic credit cards to a world of cash. When we first arrived it was difficult to use credit cards. Many resturants wouldn’t accept cards, and if they did the waiter would be hard pressed to accept the card unless you were paying more than a 30 Franc tab.

Rather quickly I moved from using plastic back to visiting the Swiss ATMs on a regular basis so that I could pay immediately, for everyting, in cash.

The thing that struck me is that so many stores were prepared to accept large bills. In the U.S. it is often hard to buy something with a bill larger than 20 USD, without the clerk having to check the bill for forgery, or without having to call a ‘manager’ over to check the bill. The assumption seems to be that Americans just don’t have those kind of bills to carry around.

In Switzerland things are different. Store clerks are happy to take your 100s, or even 200 Swiss Franc notes to pay for that 1.30 Franc loaf of bread. Not a problem.

So imagine my dismay when we went to France for a recent holiday and they seem to take it to another extreme. Traveling in France we soon discovered that French culture is similar to Swiss culture in that plastic can be shuned. However, they also seem to have a disdain for cash. Much like everything else in France, even paying seems to be ‘impossible.’

The French seem to expect exact change for everything. ‘Sorry sir, we can not accept your 10 Euro note, would you have 7 Euro 60 cent?,’ I would be told on a regular basis. I can understand a lack of change for really large bills, but to give this line repeatedly, over and over, for purchase under 20 Euros when bills were no larger than 10s or 20s seems a bit much.

If it is high tourist season, and the ice cream shops and tourist souvenir shops are expecting the hords of travelers coming from Paris to the Cote de Azur, then expect to have a bit of extra cash on hand to make some change. After all, we don’t all walk the streets with our change jars ready to pay exact for everything we purchase.

 
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Posted in Daily Life

 

Have It Your Way – Part 2

25 Jun

So a follow up to my earlier post about my complaint to Burger king….

After a quite some time, I finally got a response. I appreciate the response as it was honest, and outlined that I in fact should have been able to order my Onion Rings, there was at the heart of the complaint a ‘training issue.’

Dear XXXX,

I have received a note from our offices that you had a poor experience in one of my Burger King outlets within the Birmingham International Airport. Thank you for your comments as it is only through customer feedback that we are able to improve our service to our customers.

Firstly I would like to apologise for any inconvenience you have encountered on behalf of the management and staff.

I have investigated your comments in detail with the management team in the unit as to why you could not have it “your way” the main reason for this was a lack of training and communication given to the team. You are absolutely right, all Burger King Meal deals can be served with either fries or onion rings as well as having any burger to your specification.

I have communicated with my staff and have spoken to them in depth regarding the importance of customer service and the impact of negative customer perception. I have arranged refresher training in customer service and the Burger King brand as no one in the unit should start work until they have gone through this training. I am very concerned with the poor experience you received, as this is a non-negotiable area of our business.

My staff members are in no doubt of the importance of these areas.

I greatly value feedback from our customers about their experiences at our restaurants and can assure you that your comments are taken seriously. I would like to send you some vouchers for the inconvenience you encountered, if you would send me an address where I can send them. I hope that your next visit will give us another opportunity to provide you with an enjoyable dining experience.

Thank you for taking the time to send us your comments and I welcome feedback from your next visit to our site. If you would like to discuss any of the matters further please do not hesitate to contact me.

Yours sincerely.
xxx xxxxx

I did reply to the note, thanking the sender for their feedback, and also saying that I did not need any vouchers. My intention was not to get freebies, but rather improve the situation for the next guy, so he could “Have it his way”

Nice job BK, I thought you handled this well.

 
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Posted in Food, Shopping