Tweet
Hi there fellow SG-ROC bros and sisters, we are from all walks of life but i am sure no matter what business we are dealing in, some customer service is require to be serve out to clinch the deal.
However, do you believe the myth of the customer is always right?
I had one really unpleasant experience today and you can be the judge .
The story goes like this.
Customer A , a customer of my colleague ,John, have alway been a difficult and demanding customer, where the discount given for A is usually near the cost of our product and the after service for the product provided for A, is of course more than satisfactory as A is a regular customer for John for years.
One day, John decided to leave the company, his customer data base are handle down to us and we try to handle John's customers as and when they drop by the store ,be it purchasing a new product or for a after-service .
John, in general is a Yes man to his customers. He always give in to customer needs so much so that he sometimes put himself in the firing line when questioned by his superiors.
Last week, John's regular customer A, came back with a slight defunct product ( let's say a watch) and says he wants to have it service .
Since he purchased the watch from our company, of course we will take care of our customer and attend to their needs !
So i wrote him a service slip, told him to that I will quote him a repair charge in a week time as my technician is out of country for the week .
Forward to this morning, my technician called me, quoted me a repair charges of $450sgd for a full service of his watch plus a year warranty after servicing .
Later in the afternoon, I called A, quoted him the repair charges amount and ask whether he wants to proceed with the repair, if not i will ask the technician to send back the watch and return to him at no charges , just bring back the service slip , sign and I will return the watch to him.
A, says " of course don't service la, so expensive, I have a place that service it cheaper, ( pause ) "
Me : ok, so Mr A, i will ask the technician to bring back the watch and give you a call ASAP when it reach our store so you can collect it .
A: So you mean you outsource your repair to 3rd party repairer?
Me : technically speaking , he is our appointed in house technician with full license and watch repair qualifications.
A: How come so expensive? Last time also not so expensive when I first send in for service
Me: Ok, Mr A, when was the last time you service your watch ? If its within the warranty period, please bring down the slip and everything will be cover at no charges
A : it's your duty to keep track and not my duty to keep the repair slip , your company technician should have messup the last time I send in to repair this inflicting more damage this time round. Blablabla
Me:Alright Mr A, I can't help you if you don't tell me when you service your watch, in regard if you are our regular customer , we also need to paper proof that you just service your watch and thus, even if its over a year, maybe I can help you lower down your repair fee abit,just tell me how can I help you?
A: your technician must have not done a good job ,I am very disappointed with your company and your service and your reply .John always let me service the watch cheaper, blablabla (raising tone)
You are xxx.
At this point, tell me, anyone out there with any sense of pride ,will they stand such abuse from such an unreasonable customer? I am usually a nice guy but don't push me too far. And then I snapped lol
Me: Well,Mr A, what your dealings with John are over, he had left the company and its history but if you intend to carry on business relationship between us, I suggest that you tone down your aggression or else I am afraid I have to cut you out from any more business dealings with my company.
Customer is not always right, as we are more inclined to the belief that happy employee equal better customer service , so we don't allow, or will tolerate any abuse from customer such as you . You get back your watch once its back and consider the end of our business relationship . Thanks .
A: it's not right for you to treat a customer like that!
Me: Now I speak in a informal way since you dont understand the official reply Mr A. Listen,What I see in this scenario is that you are thinking I am afraid of losing my job thus you are trying to take advantage of me which I will never allow myself to be put in this situation,if you are not happy with me, after you collect your watch , we can always go one on one. If that is the only way to ease your rage or your obsession with making life difficult for sales people, trying make a living only why make people life hard? You are a walking time bomb just waiting for people to give you a whacking of your life . There are people with bigger fists out there .
He hanged up the phone .
I called my technician to check if he did service the watch before, the technician checked and called me later in the evening and said the watch was repair 3 years ago...
COME ON man.. A brand new watch only gives you two years, max three years warranty .. This Mr A ,after 3 years, come and complain about the technician's fault when sent in for repair almost 3 years ago? The watch has been running fine for 2 years plus and now he claimed its our technician fault and this lead to the higher repair cost?
Come on .. Wear and tear , what you done to your watch in this 2-3 years, what do we know? Now you are trying to pull a quick one on me by playing the " annoyed customer" or " customer is always right card"? So you can have some free service or freebies or maybe total FOC service?
What a cheap man you are mr A!
You can kiss my kneecap !
Tell me, fellow forumers, why are there such people out there who wants to make life difficult for sales people . If you don't like the price go other place, don't make it as if the person own you anything ! If we can match the price or better we surely would have done that! Use your brain before you want to fight for something Peace out.
Tell me your opinions on this or share any bad customer experiences !
However, do you believe the myth of the customer is always right?
I had one really unpleasant experience today and you can be the judge .
The story goes like this.
Customer A , a customer of my colleague ,John, have alway been a difficult and demanding customer, where the discount given for A is usually near the cost of our product and the after service for the product provided for A, is of course more than satisfactory as A is a regular customer for John for years.
One day, John decided to leave the company, his customer data base are handle down to us and we try to handle John's customers as and when they drop by the store ,be it purchasing a new product or for a after-service .
John, in general is a Yes man to his customers. He always give in to customer needs so much so that he sometimes put himself in the firing line when questioned by his superiors.
Last week, John's regular customer A, came back with a slight defunct product ( let's say a watch) and says he wants to have it service .
Since he purchased the watch from our company, of course we will take care of our customer and attend to their needs !
So i wrote him a service slip, told him to that I will quote him a repair charge in a week time as my technician is out of country for the week .
Forward to this morning, my technician called me, quoted me a repair charges of $450sgd for a full service of his watch plus a year warranty after servicing .
Later in the afternoon, I called A, quoted him the repair charges amount and ask whether he wants to proceed with the repair, if not i will ask the technician to send back the watch and return to him at no charges , just bring back the service slip , sign and I will return the watch to him.
A, says " of course don't service la, so expensive, I have a place that service it cheaper, ( pause ) "
Me : ok, so Mr A, i will ask the technician to bring back the watch and give you a call ASAP when it reach our store so you can collect it .
A: So you mean you outsource your repair to 3rd party repairer?
Me : technically speaking , he is our appointed in house technician with full license and watch repair qualifications.
A: How come so expensive? Last time also not so expensive when I first send in for service
Me: Ok, Mr A, when was the last time you service your watch ? If its within the warranty period, please bring down the slip and everything will be cover at no charges
A : it's your duty to keep track and not my duty to keep the repair slip , your company technician should have messup the last time I send in to repair this inflicting more damage this time round. Blablabla
Me:Alright Mr A, I can't help you if you don't tell me when you service your watch, in regard if you are our regular customer , we also need to paper proof that you just service your watch and thus, even if its over a year, maybe I can help you lower down your repair fee abit,just tell me how can I help you?
A: your technician must have not done a good job ,I am very disappointed with your company and your service and your reply .John always let me service the watch cheaper, blablabla (raising tone)
You are xxx.
At this point, tell me, anyone out there with any sense of pride ,will they stand such abuse from such an unreasonable customer? I am usually a nice guy but don't push me too far. And then I snapped lol
Me: Well,Mr A, what your dealings with John are over, he had left the company and its history but if you intend to carry on business relationship between us, I suggest that you tone down your aggression or else I am afraid I have to cut you out from any more business dealings with my company.
Customer is not always right, as we are more inclined to the belief that happy employee equal better customer service , so we don't allow, or will tolerate any abuse from customer such as you . You get back your watch once its back and consider the end of our business relationship . Thanks .
A: it's not right for you to treat a customer like that!
Me: Now I speak in a informal way since you dont understand the official reply Mr A. Listen,What I see in this scenario is that you are thinking I am afraid of losing my job thus you are trying to take advantage of me which I will never allow myself to be put in this situation,if you are not happy with me, after you collect your watch , we can always go one on one. If that is the only way to ease your rage or your obsession with making life difficult for sales people, trying make a living only why make people life hard? You are a walking time bomb just waiting for people to give you a whacking of your life . There are people with bigger fists out there .
He hanged up the phone .
I called my technician to check if he did service the watch before, the technician checked and called me later in the evening and said the watch was repair 3 years ago...
COME ON man.. A brand new watch only gives you two years, max three years warranty .. This Mr A ,after 3 years, come and complain about the technician's fault when sent in for repair almost 3 years ago? The watch has been running fine for 2 years plus and now he claimed its our technician fault and this lead to the higher repair cost?
Come on .. Wear and tear , what you done to your watch in this 2-3 years, what do we know? Now you are trying to pull a quick one on me by playing the " annoyed customer" or " customer is always right card"? So you can have some free service or freebies or maybe total FOC service?
What a cheap man you are mr A!
You can kiss my kneecap !
Tell me, fellow forumers, why are there such people out there who wants to make life difficult for sales people . If you don't like the price go other place, don't make it as if the person own you anything ! If we can match the price or better we surely would have done that! Use your brain before you want to fight for something Peace out.
Tell me your opinions on this or share any bad customer experiences !
Comment