When Customer Service Lady Has No Answer
(Last Update: May 12th) I believe all of you here know what does it mean by customer service. It might mean before-sales services given to potential buyers or after-sales services given to buyers. To make it concrete, Poltak was going to buy a new juicer. He went to closest supermarket and had difficulties in choosing which juicers to buy. Supermarket guy came and explained to him advantages and disadvantages of each juicers. This is what we call bef0re-sales services.
Next day, Poltak returned to that supermarket in anger after finding that the juicer did not work at all. After-sales services are about giving warranty, receiving complaints from dissatisfied citizen and offering solutions. Let us just focus on the two latest parts. What important for goods sellers or services providers now is to, first, calm the anger customer, second, explain why the problem arose and, if possible, third, offer some solutions.
Last month, I was trying to withdraw some cash from my bank account when suddenly ATM machine ate my ATM card. I had already inputted my password and there was written something like: “Please reinsert your card” but my card did not go out. I had not slept well for a week on that time, I was hungry, I was tired, I was in a hurry, I had almost no cash in my wallet, and ATM machine ate my ATM card. Wow. (more…)
