Continuing from The strange case of Customer (dis)satisfaction – part 1
The situation was getting out of hand. Then a little later, we found out that the employees of the PM ( product maker) too were present at the shop. We informed them that we have been mis-sold by the RS. The employee looked at me , smiled and said.
“Don’t worry Sir, we will do something about it”
That statement was comforting and I felt my anger reducing. The employees made a few calls and got back to us.
He said that I could run the new device using a USB stick and if I call the Call Center, they would send additional 60 GB hard disk . He gave me his number and we parted on good terms. Back at home, I was able to install everything with some difficulty. However, everything that the PM’s employee told us was true. I thought that there are so many lessons that can be learned from that situation
- Do not sell a product if you are not sure what it does or how it works. You might be causing more harm than usual
- Do not send customer to feedback form section when she is genuinely complaining about lack of good service
- Be a problem solver. A customer would love to hear words “I am going to solve your problem whatever it takes
- Create that organization which stands behind the employees to provide the best possible service. I am now fond of the PM company but not very fond of the retailer because of the way processes of PM are customer centric
- Encourage your employees to provide a contact number preferably theirs. It provides a personal touch that thousand of hours of advertising cannot get
- Finally, comfort the customer when they are jittery. A cool head and problem solving approach is the best way forward