"Customers are always right!" a golden statement most customer service sectors will bear in mind. & this is wat I heard from my boss today with regards to a very sour issue that happened yesterday and today. well, i act wanna say tis to my boss ah... "Boss, u r not rite by saying tis sentence lor... cos customers r not always right BUT customers r always FIRST!" BUT i din say tis to my Boss lah, cos i noe he is vexed enough. if i add on, will only create more irritation for him. somemore he is my boss leh... whahaha... no lah, juz kidding ah... he is an understanding person but juz tat i feel very not worth it for him, my fellow colleagues and company lah.
a recap of wat happen:
everytime when a car come in for servicing or repairs or watever, pple at the service reception area will take down the details of the owner and car. then along with each car, there will be a service booklet to record all the past details that had been done to the car so tat car owners can monitor their cars for next servicing date. & usually my boss will sign and stamp on the booklet after writing down the details. & the book will either be kept straightaway into the car or passed to the service desk pple for recording purposes. after which, whichever mechanic who is taking charge of the car will take along with them the car job card, customer service booklet and the car up to the workshop for servicing. and the service booklet will not leave the car once brought up to the workshop. it will be kept in the car's compartment or left on the car seats. tat is how the procedures run...
so on tis particular car, Car X, tis was wat happened. unfortunately, a hip-cup ocurred. suppose to be a minor issue, ended up to be a BIG BIG issue which bcame a super irritating topic all around the office, workshop and car showroom. the service booklet was LOST! it was not in the car. and the owner quickly called us to ask us if we had misplaced it. so searching high and low for it everywhere, we found NOTHING! so my boss said tat we can replace a new booklet for the car, however there is a need to wait for a few weeks as our computer system is currently down. no way we can track any history for the car's past servicing details. BUT the customer did not buy our idea and suggestion. he insisted to have back the old booklet. and worst of all, he called my sales pple and becos he is CUSTOMER, our sales pple come after us lah. trying to pin-point whoever could have misplaced or took the booklet. see how ridiculous it can be. we r all colleagues, instead of explaining to the customer patiently, she came after us and accusing us for taking the booklet. for GOD sake, use her brain to tink properly before she shoot out the question or words, WHY WOULD WE WANNA TAKE THE SERVICE BOOKLET? damn ridiculous... however tis is not the end... guess wat happen next? car owner of Car X specially drove the car down to our office to ask my boss to take a good look at the car and make sure booklet is not in the car. and on top of tat, he even came to my office and look high and low for the booklet, pointing to every possible look alike item. and worst of all, we r all TEKAN by him. my colleague called the owner earlier to double check if the booklet was really sent in together, for tis... the owner said tat he was very upset by this sentence cos he felt "accused" of telling a lie on whether he brought in the booklet. tis is another one who nv use his brain to tink ah... tis is not call ACCUSE lor... tis is juz DOUBLE CHECKING... wat is call accuse is wat is he doing in our office, pointing fingers here and there, making a big hoo-ha over a small booklet. & even have those silly suggestions of fixing a camera at our service reception desk to monitor the whole process so tat if any of such issue happen, we can trace back. if he tink tat he own the company, by all means, go ahead to implement tis silly idea! & he even asked if there is a lost and found section in the whole area whereby pple could take and leave it there. i have no comments for tis statement. cos any sensible person will noe, NO ONE will be interested in a car service booklet! & if really someone pick it up, they will noe it belongs to my office, they will give it back to us! so after making so much noise, he finally shoo-off! all the while he was rattling on, my boss was so patient and understanding to listen. i really really take my hat off my boss for his 100% attentive customer service attitude.
my conclusion:
i had always been in customer service all these while. i noe how difficult customers can be and how ridiculous they can get. & i understand the anxiousness of losing something is really very unbearable cos we r all human, we will get worried when we lose our stuff too. I admit tat it is really our fault for the lost booklet cos since the car was left with us, it is only right for us to make sure all things r in tact. & tis case, i do sympathise with the car owner BUT tat is for a while ONLY!!! cos his stuff can be replaced! is not tat he cannot get back, juz he need to wait a longer while for us to fix everything up. rite here, we r not trying to pin point who took the booklet, we juz wannat try to find it asap if it is still within our office area. haiz... i seriously rest my case for such customers... watever words to describe him, i oso dun wanna mention ah. watever u guys can tink of, juz use ah... ARGH~~~!!!!
is definitely a bad day @ work where tings can juz go wrong as and when it like and the impact can be double or triple combo ah!!! haiz... really bo bian ah... tis is customer service line ah!!!!
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