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June 25, 2007

Customer Service Scenario #1

Question: A customer complains that her coffee isn't hot enough and demands a fresh cup.

tms_cstsrv1_cffe_1.jpg

Do you:

A) Say: "I'm sorry you weren't satisfied with your coffee, m'am, We'll take care of that right away." and serve her a fresh cup.

B) Take the coffee out of her hand, throw it in her face and (as she's screaming in agony) yell "SEEMS LIKE IT'S HOT ENOUGH NOW, DON'T IT, BITCH?"

Answer: This is a trick question. The correct answer is A *and* B. Great customer service is all about give and take. In this case the employee should:

By meeting your customer's needs -- but only after inflicting grievous bodily injury upon her -- you're sending a strong message. You're telling the customer: "Your satisfaction is important to us -- BUT DON'T STEP TO US OR WE'LL FUCK YOU THE HELL UP."

Photo by Curtis Perry.

Posted by Joey at June 25, 2007 11:12 AM

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