A
andylee
Guest
As we all know, we are all customers to some peoples or others who earn our $$........pls comment.......
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A
andylee
Guest
kongg said:
If it's beyond you to please the customers what will you do?? lose a customer and channel your time to other worthy customers??
Sometimes it may be better to lose the customer.
Take the following case for example (it is a true case). The customer is a frequent flyer who always flies at least business class. All of us know that passengers are required to switch off their phones during take-off and landing due to possible interference between the phones and aircraft equipment. So one day when the plane is about take off, this guy happily chats away on his phone and ignores the stewardess who tries to politely tell him to switch off. Apparently his business deals are more important than the lives of the passengers on board the plane. The fellow even refuses to turn off the phone throughout the whole duration of the trip, although I suppose after the plane reaches a certain height, the phone would not be able to receive any calls. At the end of the trip, this guy proceeds to make a complaint against the stewardess.
What a scab. I say lose this customer.
Take the following case for example (it is a true case). The customer is a frequent flyer who always flies at least business class. All of us know that passengers are required to switch off their phones during take-off and landing due to possible interference between the phones and aircraft equipment. So one day when the plane is about take off, this guy happily chats away on his phone and ignores the stewardess who tries to politely tell him to switch off. Apparently his business deals are more important than the lives of the passengers on board the plane. The fellow even refuses to turn off the phone throughout the whole duration of the trip, although I suppose after the plane reaches a certain height, the phone would not be able to receive any calls. At the end of the trip, this guy proceeds to make a complaint against the stewardess.
What a scab. I say lose this customer.
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andylee
Guest
In the aircraft case, the customer has violated air safety regulations and hence he has to switch off his mobile or risk getting off the plane.
But if the stewardess was not polite in asking him to switch his phone off and demand him to "turn it off" the stewardess is wrong too.
For cases, like a rowdy customer in a resturant, the waiter may ask him to leave as he is affecting the other customers of the resturant.
For service industry, I think the phrase "Customer is always right" should be amended to a little. you should always be attentive to your customer's needs and try to understand his/her plight.
If she comes back to the store after a 14 day exchange policy has ended, but explained that she was overseas for the time and had no time to try out the dress she bought.
Do you insist on your store's policy and turn her down, because she was "wrong" and did not return the item within 14 days exchange policy.
Or do you explain to her the store's policy, listened to her side of the story.
Try to understand her plight and make an exception to the rule and hence retaining this customer and maybe even gaining more customer as she spreads the good word around?
But if the stewardess was not polite in asking him to switch his phone off and demand him to "turn it off" the stewardess is wrong too.
For cases, like a rowdy customer in a resturant, the waiter may ask him to leave as he is affecting the other customers of the resturant.
For service industry, I think the phrase "Customer is always right" should be amended to a little. you should always be attentive to your customer's needs and try to understand his/her plight.
If she comes back to the store after a 14 day exchange policy has ended, but explained that she was overseas for the time and had no time to try out the dress she bought.
Do you insist on your store's policy and turn her down, because she was "wrong" and did not return the item within 14 days exchange policy.
Or do you explain to her the store's policy, listened to her side of the story.
Try to understand her plight and make an exception to the rule and hence retaining this customer and maybe even gaining more customer as she spreads the good word around?
If it is not within your means....
Let the customer know that you are aware of his problem. and is concerned abt it. and let him know that although you cannot meet his/her request (to refund for cash or whatever) you should try to offer alternatives.
Customers are human beings. When they have a complain they are usually very angry, frustated...etc
Whether or not you can solve their problem, by letting them know that you understand their plight and are trying your best to find a alternative solution, will help to calm them down.
Sometimes after they have calmed down, they will realised that they are being unreasonable too.
If he/she does not care and continues to be unreasonable, at least you did your best.
Take for example the recent case in the ST forum.
A lady bought a calculator from Lucky Plaza, it was the last one and did not have a instruction manual.
The salesman sold it her a half price. (but he did not stop there)
Most shops will just sell it cheap and say "I already sold you cheaper, so what else you want!!"
He went on to try to obtain a photocopied instruction manual for her. :thumbsup:
And later even ordered another calculator of the same model, and then removed the manual from the new calculator and sent it to her house.
:thumbsup:
Even when the lady offered to pay the full price of the calculator (since it has a instruction manual now) the salesman turned her down.
Let the customer know that you are aware of his problem. and is concerned abt it. and let him know that although you cannot meet his/her request (to refund for cash or whatever) you should try to offer alternatives.
Customers are human beings. When they have a complain they are usually very angry, frustated...etc
Whether or not you can solve their problem, by letting them know that you understand their plight and are trying your best to find a alternative solution, will help to calm them down.
Sometimes after they have calmed down, they will realised that they are being unreasonable too.
If he/she does not care and continues to be unreasonable, at least you did your best.
Take for example the recent case in the ST forum.
A lady bought a calculator from Lucky Plaza, it was the last one and did not have a instruction manual.
The salesman sold it her a half price. (but he did not stop there)
Most shops will just sell it cheap and say "I already sold you cheaper, so what else you want!!"
He went on to try to obtain a photocopied instruction manual for her. :thumbsup:
And later even ordered another calculator of the same model, and then removed the manual from the new calculator and sent it to her house.
:thumbsup:
Even when the lady offered to pay the full price of the calculator (since it has a instruction manual now) the salesman turned her down.
The line "The customer is always right" should be ammended to:
"The customer is only right when he/she meets the criteria of:
A) Having some form of common sense
B) Reasonable, not exploiting
C) Not going against company policy
D) Not being a barbarian or using vulgarties and/or insulting."
Like this everyone will be happy!
"The customer is only right when he/she meets the criteria of:
A) Having some form of common sense
B) Reasonable, not exploiting
C) Not going against company policy
D) Not being a barbarian or using vulgarties and/or insulting."
Like this everyone will be happy!
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