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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.
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:
- Take the customer's existing cup of coffee.
- Give her 2nd degree facial burns.
- Take an opportunity to show what happens to customers who whine about their coffee. And...
- Give her a fresh cup of coffee, just to show here that there's no hard feelings.
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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