The journey with customer service continues, I already spent a few weeks (2) manning the help desk. At the help desk I welcome clients, provide to them information about our organization and guide them to relevant offices they need. A lot of them come, all are different, some come with a smile, some with frowns, some angry and I have to deal with all of them and make sure they all leave happy. This is the challenge am faced with all day everyday, we know how difficult it is to make all people happy at the same time.
This is evident with friends, some friends will say you don’t have time for them and others will say something else, the same thing goes to clients. Unfortunately unlike with friends who you can choose not to be friends with anymore clients need more than that, you have to stick with them and make sure that they are happy or your organisation will suffer.
One day I had a situation were one customer came into the office and the moment she walked towards me the phone rang and I answered it. When I hung up the customer was gone, moments later she came back with my boss telling him that I did not greet her when she greeted me. She was shouting and angry, I did not know what to do or say because I had to be accountable for whatever happens at the help desk. It wasn’t my fault because I was on the phone and I did not hear her.
This was a challenge because it is my responsibility to make sure that all clients are happy at all times. I knew that denying that she greeted me was going to cause an argument and make her if more angry, something that would have not only affected my personality but also the image of the organization. Even though I did not hear her I ended up apologizing to her and promised it will never happen again.
Your contribution is highly appreciated.
1 comment:
Hey,
I could not help but smile when i read your post. Before university i worked at a ticketing booth for a cinema located inside an established 5 star hotel - you can already imagine the sort of people the cinema attracts! Anyways, i remember a similar experience such as yours. I was handling a customer on the phone when a woman and her son (late for their movie) rushed into the cinema.
The customer on the phone was dilly dallying with what row he wanted to be seated in and this made the already late mother and son all the more agitated. I tried to hurry the customer on the phone but this wasn't enough for the woman whom, at the end of her movie, walked up to me and screamed at me for not attending to her post-haste.
She called my supervisor to complain (blaming me for missing the first 10 minutes of the film) and although my supervisor knew i did the right thing, we both know that the customer is ALWAYS right no matter how uncompromising they are. I don't think you were at fault but always remember to keep that smile on your face. Customer service is the worst line of work to pursue especially if you're not mentally prepared to be treated with no form of respect whatsoever.
Good luck!
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