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If you are dealing with customers directly there is no way you have not yet faced a mad customer, share with us the details of the situation what happened , how did you deal with it, and did your customer finally walk away satisfied?? your customer can be a Business or an End User... looking forward to hear some interesting stories! *Feel free to invite your peers.
Last January 2015 I applied to directorate of health, Bangladesh. My application’s subject was approval to anti addiction program in medical colleges, dental colleges, MATS & all other medical related institutes, after 2 working days the director of health education call me for some query, he informed me in Bangladesh comparatively only meritorious students admitted medical colleges & other medical related institutes, he also added that, only doctors & future doctor surviving here ,I think they properly know about necrotic ,smoking & all other addiction, you need not arrange any motivational program with health institute, my opinion is you should arrange program with other general schools, colleges & universities , I hope it will save our & your energy, time & money, so we decided not issue approval . Then Mr. director informed me before you leave if you have any questions let me know regarding your application & he shut down my application’s file. I request him to get 3 minutes to give me my opinion, he gave me 2 minutes only, I informed him that, I honor your opinion, suggestions , decision ,then I added that, mr director suppose you have brand new car with good model but you think you will not use the car, coz it’s valuable & you stored the car with with packed, another man who have old car & he using the car with repair, I thing the old car is helpful than your new car, so if we think our meritorious & less meritorious students , if as like as brand new car we packet our meritorious doctors & medical students, then they will not helpful, then mr director agree with me to issue approval letter & he order his PA to give file note earlier, then within 2 working days I get approval letter to arrange anti addiction motivational program in all medical related institutions in Bangladesh.
It was a snowy night in Chicago. The customer had lost his credit card and called the contact centre in Mumbai India. I picked up the call. The customer was very irate . I could understand his situation and1st blocked his card and then processed the request for a new card. All the time the customer kept shouting I want it now and was using an abusive language. Yes sometimes you have to forgive the person at the other end considering the situation he is in. At the end of the call which lasted for about1 hour as it took time convincing the customer to give the details the customer did calm down and thanked me. When dealing with an irate customer the only important thing is patience. Also it is advisable do not take the abuses personally as the customer normally curses the situation he is in. Trying to put oneself in the customers shoes help.