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| Thread ID: 84135 | 2007-10-25 08:35:00 | NZ customer service disappoints me | Ninjabear (2948) | PC World Chat |
| Post ID | Timestamp | Content | User | ||
| 605304 | 2007-10-27 23:09:00 | I love bad customer stories... more please. Of course, I'm the best customer in the world :D My friend runs a pc repair shop and on the odd occasion he has had to ask customers to leave the shop as they where being SO unreasonable. |
dolby digital (5073) | ||
| 605305 | 2007-10-27 23:37:00 | I wonder if a lot of this is due to the protection employees have in a work place. I think many years ago when the employer had ALL the power then staff were required to perform more out of fear for losing their job rather than any loyalty. This was of course unfair - now with current laws in place the power has swung more towards the employee - and as a result standards have dropped. Employment is more secure so why bother putting in the extra work. Of course this is a very general observation as I know excellent customer service is out there - we dont highlight these often enough because as consumers we tend to expect it. Yes there are some good companies out there that provide excellent customer service. However I have also noticed a detoriation of service in some areas of the economy. |
robbyp (2751) | ||
| 605306 | 2007-10-28 20:27:00 | We gave the crankshaft two options, six week snail or pay the shipping costs to get it asap. She chose the former, and knew it was going to take six weeks. Your big mistake was in not asking for payment in full before bringing it in. I strongly believe in customer service and have a customer service background myself working in customer's homes or business premises, but I would also suggest that you were actually going too far and were on a loser from the off. When a customer shows clear indications that they have "attitude" it is time to limit the level of service to courteous and helpful but not over the top. Asking for payment in advance for a special import 'to order' is perfectly reasonable, because a lot can happen over six weeks and as you found out, the end of the game is usually a mouthful and a slap in the face, followed by a financial loss. When a client asks me for a quote on a job that I perceive to have blurry definitions, significant prospects for cost overruns, or questionable payment prospects, I either quote an hourly rate with no limit to time, or a global figure that covers the worst case scenario + all disbursements. I then confirm their decision/choice in writing with my payment terms (and non-payment recovery options) clearly stated. Most go for the global figure because it gives them certainty, and I occasionally make a bonus profit. Retail service is often difficult, but prepayment is not uncommon. I have prepaid two retail purchases in recent times, one for a joinery item built to order and one for a "bring in to special order". If the customer won't prepay, you are not saying no you won't provide service, they are choosing not to buy. Cheers Billy 8-{) |
Billy T (70) | ||
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