Full Version: Service
From: jeanettebrewer (JEANETTEBREWER2) [#20]
28 Feb 2007
To: JHayes55 [#17] 28 Feb 2007
Joe,
I don't know the specifics but as I recall, ARA will retroactively credit you for classes (maybe for the last year?) that you attended, if you turned in your Evaluation Form. Might be worth a phone call or email to find out.
From: Laser Image (LASER_IMAGE) [#21]
28 Feb 2007
To: Harvey only (HARVEY-ONLY) [#7] 28 Feb 2007
From: Stunt Engraver (DGL) [#22]
28 Feb 2007
To: Laser Image (LASER_IMAGE) [#21] 28 Feb 2007
How about being sarcastic with a customer?
A friend of mine called, yesterday, to "vent" about an experience with a major laser machine manufacturer.
His tube went out and he ordered one, expecting it (according to the person on the phone) to be there the next morning.
When that didn't happen my friend called back and asked for a tracking number. "The girl who handles that isn't here right now" was the response.
That lame response wasn't good enough, prompting my friend to press the issue, until the person admitted that the tube hadn't been sent.
My buddy was on fire! Not only was he temporarily out of the laser business, the word from the factory wasn't worth the breath from which it was spoken.
Here's the punch line. "So I made a mistake. It happens. Why don't you call my boss and have me fired?!"
Believe me; If I had been on the receiving end of that comment, considering I was given a bum steer from this person, that directly affected my livelihood, I would have pursued that request with a vengeance.
EDITED: 28 Feb 2007 by DGL
From: Laser Image (LASER_IMAGE) [#23]
28 Feb 2007
To: Stunt Engraver (DGL) [#22] 28 Feb 2007
Imagine how different his response would have been if the reply was "I'm sorry, I made a mistake, what can I do to resolve the situation?"
Three rules for customer service
1. Own it "I made a mistake"
2. Fix it "what can I do to resolve the situation?"
3. Don't let it happen again, especially to THIS customer!
From: Stunt Engraver (DGL) [#24]
28 Feb 2007
To: Laser Image (LASER_IMAGE) [#23] 28 Feb 2007
Best remedy? Don't lie.
That way, there's a lot less to remember. :-)
From: Laser Image (LASER_IMAGE) [#25]
28 Feb 2007
To: Stunt Engraver (DGL) [#24] 28 Feb 2007
From: JHayes55 [#26]
28 Feb 2007
To: jeanettebrewer (JEANETTEBREWER2) [#20] 28 Feb 2007
From: RALLYGUY (RALLYGUY1) [#27]
1 Mar 2007
To: Stunt Engraver (DGL) [#22] 1 Mar 2007
I would have made it my goal in life to give that person what they asked for.
From: UncleSteve [#28]
1 Mar 2007
To: RALLYGUY (RALLYGUY1) [#27] 1 Mar 2007
By the way, in many states, conduct like that could be considered the equivalent of quitting the job and they just may NOT be eligable for unemployment insurance.
From: basehorawards [#29]
10 Mar 2007
To: LaZerDude (C_BURKE) [#1] 10 Mar 2007
Chuck,
I have two stories for you.
One. We took my two sons to Dick's Sporting Goods for soccer and track shoes last weekend. Picked the wrong day as this was the day when about 100 baseball families were there to get new shoes. One guy working his tail off to get to everybody. Never broke a sweat, never got short with anyone. Fast and efficient. Called the manager to let him know what a great job the guy had done.
Two. Stopped by Wally World on the way to soccer game today to pick up a few things. Got them and went to the register that had a customer finishing her purchase. Unloaded the cart onto the belt and walked up to the end of the register. The cashier stepped back so the janitor could empty her trash and then talked to him for about 30 seconds - she has not said a word to us. The janitor empties her trash and comes back with the can so she lets him in - still has not acknowledged us. He leaves and she starts counting her cash drawer! Still has not even looked at us. After two minutes of this we just walked out. My oldest son stood there and said, loudly, "What about our stuff?" I replied that we would go somewhere that wanted our business. He was standing right across the counter from the cashier. She did not even look up at him.
With a new Target about the same distance but easier to get to I think I may have just gone to Wally World for the last time. I am waiting until Monday to call the manager to see if I can get the big guy. Her badge proudly said she was a 10 year employee. Can you imagine staying in business for even 10 days with customer service like that?
From: LaZerDude (C_BURKE) [#30]
10 Mar 2007
To: basehorawards [#29] 11 Mar 2007
James,
No I cannot. However your stories only underscore my point. I'm sorry it happened to you. We have a Wally World here too. I have been in it three times since it opened 10 years ago. What does THAT tell you?
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