France Out of Service....

In France, customer experiences can fluctuate wildly, often within the same industry or even the same company, veering from exceptional to disastrous. This phenomenon raises profound questions about the culture of service and after-sales service (ASS), both in the private and public sectors. By examining examples from various fields, we can understand how individuals interacting with the public can, depending on the circumstances, offer the best or the worst.

The French Service Paradox: Between Excellence and Contempt French service is often a matter of contrast. One can, for instance, experience the warm and attentive welcome of a luxury hotel followed by a disagreeable exchange with a medical secretary or a customer service representative. Many customers, whether they are engineers, doctors, or business leaders, find themselves in situations where their expertise is condescendingly, even insultingly, questioned.

1. The Doctor and the Pharmacist A general practitioner recounts an experience at a pharmacy where he was picking up a prescription for a patient. After a brief conversation with the pharmacist, he was told, "Sir, I don't think you understand how this treatment works." The irony of the situation is that the doctor, who prescribed the treatment, knows its effects far better than the pharmacist. This kind of remark is symptomatic of an attitude that places service personnel in an unjustified position of superiority, to the detriment of the customer.

2. The Engineer and the Telephone Customer Service Representative A computer engineer tries to resolve a technical issue with his telephone line. After several frustrating minutes, the customer service representative tells him, "Sir, I don't think you understand the basics of how a phone works." This kind of comment is not only condescending but also completely disconnected from reality. The engineer, specializing in telecommunications, is well aware of the problem he is facing but is infantilized by a service agent who is clearly poorly trained or uninformed.

3. The Michelin-Star Chef and the Waiter In a renowned restaurant, a Michelin-starred chef on vacation makes a polite remark about the cooking of his dish. The waiter, visibly annoyed, replies, "That's how we do it here, you may not understand the subtleties of the cuisine." Imagine the effect of this remark on a professional gastronome! Instead of attentive listening, there is an outright rejection of the opinion of an expert.

4. The Distressed Patient and the Medical Secretary Another common example is found in medical offices. A patient in the midst of an anxiety crisis calls to request an urgent appointment, but the medical secretary replies, "You'll have to wait. You probably think you're the only one with problems." This response, not only lacks empathy but also demonstrates a complete disconnect from the reality of the patient's suffering.

The Culture of Public Service: The Civil Servant and the User In public service, this attitude can take on an even more pronounced dimension. Unlike the market logic of the private sector, where the customer is often seen as essential to the survival of the company, the French public service is sometimes imbued with a culture where the civil servant perceives themselves as dispensing a favor, rather than being at the service of the taxpayer. The citizen-taxpayer, who is, after all, the source of the salaries of these same civil servants, is relegated to the mere status of "user."

The Perspective of Foreigners: A Culture Shock Many foreigners, particularly Americans and Anglo-Saxons, are shocked by these interactions. In many countries, respect and listening to the customer are fundamental principles of service, whether private or public. To hear condescending comments or to be treated casually by a waiter, an agent, or a civil servant is a major culture shock for them. The contrast with the service culture in countries like Japan or the United Kingdom is striking, where politeness and respect are at the heart of the customer relationship.

Extraordinary but Inconsistent Experiences It is crucial to note that not all interactions are negative. There are exemplary services in France. We encounter kind flight attendants, attentive receptionists, and public service agents who are fully dedicated to their mission. Unfortunately, consistency is often lacking. A recent survey reveals that nearly 60% of French people report having had a bad service experience, whether due to a lack of listening, respect, or efficiency. Moreover, 70% of foreigners living in France believe that customer service is worse than in their country of origin.

Conclusion The culture of service in France is not monolithic. While progress is being made in some sectors, others remain behind, particularly public service. Restoring the user, the customer, and the citizen to their rightful place in daily interaction requires better training for agents and employees, as well as a change in mindset. Examples of poor service should be a source of improvement, not the norm. It is time for listening, empathy, and respect to become the foundations of service, in France and elsewhere.