In exhalted company?

I recently wrote on this blog about when it is acceptable, if at all, to use the word mate in customer service.  It seems that I have found someone who really takes offense to this – Terry Wogan.  I am in exhalted company indeed!

Our conclusion on this blog was that it was not really ever appropriate to use the word mate in customer service and that one should always retain a professional element at all times.

Terry Wogan writes yesterday in his Wogan’s World column -

“As they say in the letters pages, Am I alone..? in deeply resenting being addressed as mate or luv or darling or worst of all guys by those for whose services I’m paying through the nose?  I mentioned this irritant in passing recently and by your response it seems as if I may be leaning against an open door with many of you.

“So what’s it to be guys?” is not what you want to hear whilst perusing the menu of a joint that’s going to knock you back £60 a head.

In a mistaken attempt at their far-famed hospitality the Irish are particular offenders.  I suppose it is because I am one of them and I know they are only doing it because they want to make me welcome.  I shouldn’t get a tad eggy when I am greeted by the receptionist of a hotel that is costing £200 a night (with breakfast extra) with a cheery “Howya?”, but it does put me a little on edge.

Nor do I appreciate the barman whose vodka and tonic will cost me best part of a tenner to greet me with “how’s it going?” usually adding insult to injury with “would you like ice and lemon with that?”

I should be used to it.  Many years ago in a Dublin restaurant a friend and I were civilly discussing the wine list weighing a fruity Burgundy against a robust Bordeaux when the waiter tiring on the delay interrupted “and what will it be for the booze?”

So Terry mentions the Irish and their famed hospitality which we have covered on this blog (an Englishman, Irishman and an American – October 23rd) and he also mentions using mate or indeed inappropriate familiarity or slang (alright mate? – November 16th).  I wonder if Terry is reading our blog??

Whether you like Wogan or not his words echo that of many people in the UK and although he is only poking fun here there is a serious message too.  Always behave and act as an ambassador of customer service and use appropriate language and professionalism at all times.  By all means develop a style and be flexible but always maintain that image you work hard to convey.