Customer Service

It's sad, but the way how people treat our fellow beings really puts me off. Let's talk about customer service.

I'm sure at some point or other, we've treated others badly just to get what we want. Admit it. I do that myself too. I know its wrong, and I do try to curb my short-temper. But well, there are just times when we run into those really inflexible people, and despite umpteens begging, pleading or persuasion, all they do is just yawn in your face and say no. And that's when I grit my teeth and put on my bratty mood. Anyways, I've digressed.

What I'm referring to, are those people who think that since they are the customers, the clients, that they have the moolah to pay for your service, they have a right to treat you like dirt or yell in your face.

I've been on both ends before, and most recently, both times on last Friday. Ok, my experience first. (I'm not in the exact mood to blog so pardon my language or bad grammar) I was blasted off by a new client, threatened and sneered at. And it was absolutely not my fault. Serious, and I'm not making excuses for myself. You see, between my company and that client, there was actually this guy who is sort of like the middleman. Let's call him EV. Now EV liaises all communication between us and that client, whom we shall call Company P. Until Friday, I haven't talked to them before. But late afternoon on Thursday, the second boss of Company P called and sacastically launched a rude attack on me for not doing a "proper job" and threatened me even. WTF. And in the midst of it all, I tried to explain what was goin on on my side. After all said and done on both ends, I realised that EV had told Company P a story while telling me another. See? I got scolded for something that's not my fault. I was really upset and yap, I did break down for a good five minutes before I picked myself up and trudged on.

Anyways, my boss called EV and told him about what happened (my boss was furious), and warned him to relay the message to the client not to harass us. I got the instructions that I was not to speak to them directly, but to refer them to EV should they call again.

The next day, I received a call from Company P, that same fellow. But this time, he was more toned down, not rude, though still impatient. He didn't apologise for his attitude, but he tried to explain away his bad behaviour. Oh well...What can I expect huh. Anyways, the saga with this Company P isn't over. The two brochures we are producing for them has ran into alot of opposition from the picky customers. This cannot, that don't want. And yet, they couldn't provide the information. Picky bunch of crap people. They are hounding me and Isabel day in day out, every hour, pushing us to make amendments. They seemed to think that we exist to service them only. Even their secretary whom I spoke to had the audacity to try and scare me into submission. I especially hated it when people say things like: "If you can't give this to me by 5pm, the transaction is off." or "From now to 1pm, there's still another half hour, you mean you can't finish by then? It's only layout what." F you...don't place your own judgements if you don't know how things work in others' jobs. FYI, we have other clients who pay bigger bucks than you and you have to join the queue first if you expect preferential treatment. But more importantly, don't assume how easy others' work is. Easy as it may seem, don't ever assume that your job is tougher. B*tch! Fact is, I was NEVER rude to them at any point. Swear. In fact, I've been exceedingly polite and gentle, even when that fellow was chewing my head off. These are the bunch of idiots who think that they pay the bucks and call the shots.

Now, the other incident which I encountered on Friday happened to this poor girl whom I deemed to be in the same position as I was too. I was at a Sans Bookstore, waiting to return and borrow books. There was this middle-age woman who was doing a return. Behind the counter is this young girl. Now the book returned was in ok condition, but the book's top right corner was sort of like, curled up. You know how if you spilt water onto paper, after it dries, the page will become curled up? Yeah, that's how it is. Now, if you are a book lover, or you read alot, you will know that.

When the girl behind the counter explained this to that lady, and that she would need to deduct that 50cents, that woman jumped into a defensive fury and accused the girl of trying to cheat her money. She defended herself that there was no stain, so how could the girl said that water was spilt onto the book? Besides, it was impossible to read a book without damaging it. I was like, wtf?! And mind you, the girl was utlra sweet and polite to her throughout the whole saga. She didn't blow her top, she was not rude. She was just trying to do her job, for gdness sake. It being a new book, of course you are the frog who damaged the book, and not the water that miraculously find its way onto the book cover and pages!

For one, it is possible to read a book without damaging it. And if accidents happen, fine..Just graciously accept it. It's no big deal rite? What's 5ocents to you anyways? The girl wasn't expectin you to bow and make any apology rite? But no, she threatened the girl that she would never patronise the store again. (yeah what's new huh) The girl didn't want to lose the customer I guessed, but she actually said, "Ok, does it mean that if I don't deduct the 50cents, you will continue to come?" Sigh...that woman took her submission as a sign of weakness and ....you know the rest of the story. Of course, after that woman left, I told the girl, "You have my sympathy." I know she was grateful and probably felt vindicated at least. I know I would.

I mean, all of us are either doing our job or trying our best here, so please don't think that you need to threaten or shout or yell to get things your way. Why can't you, for a moment, think and put yourself in our position too? I always feel that, you may be our client now, but if I were to drop by your store/patronise your business and thus becoming your client, how would you feel if I were to treat you that same way? Think please, before you yell at the next customer service officer...