Thursday, 6 March 2008

Customer Service woes....

Aduhai...

Just tired even thinking about complaints about customer service....how and where to draw the line between "customer always right" and " i have to keep my business sane and make wise business decisions".

Believe me it is not easy to please hundreds of women every day who all feel that your business and your staff are out to get you.

Some customers are just a pleasure to deal with, wheras some can be extremely difficult and demanding.

Some staff are just plain tight lipped and serious and yet helpful....but some are just too eager to please that after 3 customers, they are just plain exhausted....that by the time customer number 5 comes in they are just too tired to help out...


And yet, that is the time they are judged.

Come on...every one has their bad days.....

As an employer, i have to weigh between customers' demands and the condition of my staff...SMILE girls even if your feet are falling off, even if your headache is killing you....even if you have family problems. YOU MUST BE PROFESSIONAL AND SMILE - even if the customer is asking the most difficult from you or if there are 35 people asking you for things at the same time.....

Hmmm......have to really sort this out....

3 comments:

n.i. said...

I face the same problems as well... I have to deal not only with external 'customers' i.e. the public at large, I also need to deal with internal customers as well as the reporters... what to do? SMILE!!!!

ehssan said...

salam...sorry for disturbing..kak..i want to buy Tudung T la but unfortunately i live far from KL..do u do delivery?i have one tudung T ..tapi rasa macam x cukup need another one...nak pegi balik jauh la plak..naik bus x reti...bole x nak buat delivery to melaka?nak sgt2 tudung munawarah nih...this is my email: versatile_02@hotmail.com

NAMY said...

Assalamualaikum..
Dear Ina,
I first stepped in your store 4 years ago. Wanted to buy a nice sequin tudung for my bertandang event. I think you saw my woes, and came to consult me, as I wanted to choose the right color. Initially wanted to choose a lighter colored tuding with my outfit because it was the 'trend' back then. But luckily, you advised me to choose of the same color (the tudung and my outfit). 'Sedondon' you said... You were sincere, you consulted without prejudice..:o) My wedding pictures looked really really nice. I thank you for that.

I went to your store again during puasa month, and it has expanded tremendously. Wow! Classy deco, beaauutiful tudungs... But unfortunately, the service was no longer 'personal'. You have a lot of staff now, but they don't have the same touch as you do... You know, that 'sincerity' to help their customers. I do understand... it is not their business, and they wont have the same customer focus as you do. But they have to understand.. your store is a 'boutique', and with that there is certain expectation being the price that the customers pay. And this is a very challenging concept to bring to them, i reckon.

I wish you well and will greet you the next time I'm at your store. Selamat berpuasa and Selamat Hari Raya.-namy182@gmail.com