Service? What Service?
I just wrote an email to an established courier company earlier on in the office. It's not a small player in the courier industry mind you. I am appalled by the lack of service displayed. completely and totally appalled by the mannerism of their credit control dept. I called the company to seek clarification on an amt due stated in their reminder ($100) as the full amount ($300) of the invoice was already paid way back in October 2003. Why should there be another amt due for the same invoice since we have already paid the full amount? You comprehend? Explanation given was due to some credit note what not but it doesn't make sense as there's not suppose to be any amt due in the first place. I requested for a certified true copy. She didn't accede to my request. Instead I was reprimanded for requesting for a ceritified true copy as she said we should have it in the first place. Also, the process of retrieving the ctc would be very cumbersome for them. She even insinuated that since I did not understand her verbal explanation, she'll get her colleague or she herself, will write me an email so that I can understand. With an impatient and sarcastic tone throughout. Not a pleasant conversation at all. And best of all, I still do not get any clarification on the issue. And so, I wrote an email to the company. I requested for a clarification over the reminder and at the same time provide feedback on their billing department. Even though the billing dept is not a customer service dept, all staff should be trained in customer service. Simple phone etiquette doesn't cost much do they?
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Your tone over the phone speaks a lot about you. It's important to have good phone etiquette. Just like body language. Except, over the phone, people don't see you. Which makes it all the more important to subscribe to the correct tone. You are projecting your company's image when speaking to customers, over the phone or face-to-face interaction.
Customers are not always right. But customers are not always wrong either. We still have a long way to go to achieve the desired level of service. Quality service.
Do unto others what you want others to do unto you. But, the REAL world is different from an IDEAL world.
-- tea's thoughts --
8:35 PM
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