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A customer came to a photocopy shop to pick up his order at the appointed time. The clerk went to look and found that the job had not been done, because the customer’s requested paper was not in stock. The customer was furious, needing the material for a meeting that morning. When the clerk blamed his co-worker who had taken the job the night before, the customer got even angrier. A supervisor stepped in to resolve the problem. He listened patiently as the customer vented about the shop’s failure to do the work on time. Finally, he said, “You’re right Mr. Customer. We screwed up. Someone should have called you about the problem”. He then said, “I’m sorry this happened. I can understand how this would be upsetting to you.” By this time, the customer had calmed down and was open to the Supervisor when he said, “I’ve got an idea. Let me show you some alternative papers, and you can pick the one that’s best for you. We’ll print it right away and deliver it to your office so you don’t have to wait here any longer.” The customer selected a paper stock and left happy! A follow-up call from the photocopy shop would have clinched it. Think this customer will be back again? Wouldn’t you? Submitted by: |
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