from someone buying a computer from Jarir, and I am sure it won't be the last.
Customer service is a big deal, and companies here need to start taking it more seriously.
In your situation, Jarir has probably lost you (and several of your close friends who have heard of your story) as a customer. How much money would you (and they) have spent at their shop as loyal customers over the coming years had they handled this situation better?
A great article excerpt on what good customer service looks like:
"Here is a page from my training manual about how to S.A.V.E. an angry customer:
Sympathize. “I can understand why you are upset,” or, “yes, I can see the problem,” or, “I am so sorry that we have put you through this” will go a long way to calming most people.
Act. “I am going to talk to the person who does our scheduling,” or, “I am going to go back to production to take care of this myself,” or 100 other things you can say that will solve the problem.
Vindicate. It’s important to let the customer know that this isn’t business as usual. In my custom-framing business, if we frame something improperly we say, “We have a quality control inspector in addition to your sales consultant who checked over your order. They usually catch things like this. Obviously they dropped the ball. I’m really embarrassed. This kind of performance did not get us where we are. Again, I’m really sorry.”
Eat something. Customers did not give you money to get bad service. Many times it is appropriate to give them something. A restaurant might offer a free dessert, another company could offer free delivery or a discount. It costs a lot to find a new customer; it is certainly worth something to keep an existing one.
There is one more part to training. You’ve calmed down the customer, but you may also have to calm down your staff. It can be very frustrating and even humiliating to get yelled at by customers (as more than one commenter pointed out on my previous post). I always remind people that they don’t have to take things personally. Customers have bad days, are sometimes in bad moods, are sometimes unfair, and in many cases have a right to be mad. Let it go. They are not your parents, spouses, friends or professors. They will be gone in a few minutes. Our job is to get them to go away happy."
from someone buying a computer from Jarir, and I am sure it won't be the last.
Customer service is a big deal, and companies here need to start taking it more seriously.
In your situation, Jarir has probably lost you (and several of your close friends who have heard of your story) as a customer. How much money would you (and they) have spent at their shop as loyal customers over the coming years had they handled this situation better?
A great article excerpt on what good customer service looks like:
"Here is a page from my training manual about how to S.A.V.E. an angry customer:
Sympathize. “I can understand why you are upset,” or, “yes, I can see the problem,” or, “I am so sorry that we have put you through this” will go a long way to calming most people.
Act. “I am going to talk to the person who does our scheduling,” or, “I am going to go back to production to take care of this myself,” or 100 other things you can say that will solve the problem.
Vindicate. It’s important to let the customer know that this isn’t business as usual. In my custom-framing business, if we frame something improperly we say, “We have a quality control inspector in addition to your sales consultant who checked over your order. They usually catch things like this. Obviously they dropped the ball. I’m really embarrassed. This kind of performance did not get us where we are. Again, I’m really sorry.”
Eat something. Customers did not give you money to get bad service. Many times it is appropriate to give them something. A restaurant might offer a free dessert, another company could offer free delivery or a discount. It costs a lot to find a new customer; it is certainly worth something to keep an existing one.
There is one more part to training. You’ve calmed down the customer, but you may also have to calm down your staff. It can be very frustrating and even humiliating to get yelled at by customers (as more than one commenter pointed out on my previous post). I always remind people that they don’t have to take things personally. Customers have bad days, are sometimes in bad moods, are sometimes unfair, and in many cases have a right to be mad. Let it go. They are not your parents, spouses, friends or professors. They will be gone in a few minutes. Our job is to get them to go away happy."
http://boss.blogs.nytimes.com/2009/08/11/how-to-save-customer-service/
"If you're looking for sympathy, you'll find it between sh*t and syphilis in the dictionary."
- David Sedaris