Thursday, December 06, 2007

Customer Service: Proving Your Customer is Wrong!

Hi,

Proving your customer is wrong is WRONG!

It is even worse than proving yourself is right (as I mentioned in my previous article: 贏得顧客,還是講贏顧客?)

Going back to my story of the Internet shopping in my last article. I emailed the seller telling them I had wasted 30 minutes in processing the transactions but failed again and again.

In their reply, they told me that I had just used 12 minutes and 17 seconds only and asked me to stay with facts before getting upset! They are absolutely right because they must have a record. But what's the point to prove your customer being wrong?

The only outcome for such proof is that they lost an US$168 transaction and lost me as their customer forever!

A typical Loss-Loss scenario!

Keith
Explore, Exceed & Excel
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