There is old saying customer is always right. But I think this is obsolete or ambiguity. Because what if the customer request is against the company policy? What should the pertinent remedy? Therefore we can improve by saying customer is the bread and butter. We could not say always yes ma’am , sir or valued customer. We indeed make sure we treat them courteously and cheerfully. As a former customer representative I at least learn basic way on how to serve the customer even answering the phone. By answer the phone promptly and provide only an answer or information needed by a customer. Be direct , courteous and glad to serve the customer always. Because when I was newbie as an agent. I learn from tenure agent to discern the voice of customer that give positive or negative survey. By hearing their voice on the phone we can discern if they can give positive or not for survey after we assist them. Of course as an agent whether we like it or not. We must serve the customer cheerfully and finish the call that will end with smile on the face of the customer. The problem is the request or question of customer might not available at the moment or against the company policy. Therefore if the customer will request something to us. As an representative since we knew it is not possible. We will decline the request of customer. So even you assist the customer since you are not able to assist them the way that the customer expected. It has negative impact to the customer. If customer has chance to take a survey. He will choice negative score. Those score has vital for us as representative. Because it also depend if we will have incentive if we have green score card at the end of month. Those are some experience I had before as a customer representative. There are several way to serve the customer that might them happy or left on store with smile on their face. By how ? The golden rule, just treat other the way that you treat yourself. I just remember when I encounter a customer as for help to get her medication on the pharmacy. As representative I able to assist her and help her to get her medication. In addition I also gave her a tip on how to lessen the price of her medication on the pharmacy. She never ask those information. I just only make an initiative to provide those information that I think might help her in the future. After I finish those conversation. She indeed say thank and said I am an angel. When I heard those word from the customer I indeed very happy able to help her but she also gave unnecessary commendation to me. There is a little tear on my eyes because first time I just heard to few word from customer. I just only wipe immediately my eyes to avoid it will notice my supervisor why there is tear on my eyes? Second experience to assist a customer during the time I was bagger in supermarket. I assist the customer since it is my duty and responsibility. The customer indeed demanding and ask which against company training. But I do my best to assist her and I hope I may able to serve her as I can. At the end of the day I able to assist her and left the store with happy face. In fact she is the customer that offer me a job to work on her after I finish my contract in supermarket. Because I just accidentally share my reason why I currently work in supermarket. She offer a job not huge salary but I may able to continue to study my college. Therefore when I just finish my contract in supermarket. I did not search another job. I just proceed to her and accept her offer. What is the lesson? If just for instance I am rude on those customer. She might not waste her time and talk to me and offer a job since its only first time I just met her. So lets value any little kindness of our fellow. It said life is a coin. You may spend any time but you can only spend once.
Just always remember to serve and to help is noble job. It is priceless. If you may trust to small thing you may also trust big one.