my 1st time

sigh...u must be wonderin y i would start my blog with a sigh...well, today is my 1st day handling customer calls...wat can i say? i didn't perform good enough...i stammered, lack of confidence, and i actually failed to pacify angry customers...let me start with the 1st call that i took...

the cust was complanin that the ink cartridge that she got was different from the one she ordered. she sounded quite mad and annoyed. said how could we mistake this for that. so i told her i will check with the salesperson who took her order and get back to her asap. then i called da sales agent and told him bout the issue. he said that the cartridge that dell sent is actually compatible with the printer model. altho the code is a different one, it still can be used as dell always change the code numbers. before i called her, my buddy, beauty, taught me wat to say to the cust. she asked me to tell her that there is no compatibility prob as i've double confirmed with the salesperson. she could open up the cartridge and try using it. if it reali couldnt work, dell will exchange a new one for her. so i said ok la...will tell cust that...then i called cust up and told her bout it. but b4 i could actually tell her dat we would exchange da cartridge for her in case it cant be used, she already hung up on me...i was left dumb founded. n i went OH SHIT!!! not only i couldnt calm her down, i made her even angrier...beauty even tried callin her but the cust did not pick up...damn...

as if this isn't bad enough, i got another call comin in. this time it wasnt about compatibility prob but delivery...this is how the process n procedures are like...b4 dell sends goods to the cust, our forwarder will call cust and make appt with them...n this mr X, suggested a time between 2-5pm...anytime before 2pm he will not be around to receive the goods...so da forwarder agreed to it...but mana tau, they sent it to the cust at 12smth when he was not around...they actually left it with the maid (who knew nth) at the staircase...the cust was very unhappy with the delivery service...but he din scold me la...jz said dat dell should not provide such lousy service to cust...i kept on apologizing as i really din noe what to say to him...so i informed him that we will bring this matter up to the mgmt...and the cust said no point in bringin it up now bcos wat was done cannot be undone...at dat time, i reali duno what else i can say except to apologize...after hangin up, beauty commented that i shd not say too many "sorries"...instead i shd tell cust that we appreciate the feedback he gave to us in oder for dell to improve its services...the reason we hv to bring up the matter to the mgmt attention is bcos we owe cust an explanation...well, i really hv to salute beauty for her professionalism...she makes the issue sound so simple to resolve...haha...i've got a long long way to learn from her...

now come another issue whereby the cust,ms L had placed 3 orders under 3 different names but are shipped to the same address...at 1st she called in to check the order status...so i told her that 1 is under pending status and the other 2 are in-transit and will reach her by tmrw...and then she said how come the subsequent orders could arrive earlier than the 1st order she placed with dell...i told her that it may be due to some confusion by da sales agent or that the bank has not approved the payment yet...then she answered that she din care what happened and i could hear that she was reali unhappy...said that she has arranged for a tech support ppl to setup da networking and she reali hoped that all da 3 orders could arrive at the same time...now dat her 1st order is delayed she gotta go thru the hassle of arrangin another person to do da networking on a different day...sigh...not only dat, she even said that this is probably the last time she would purchase anything from dell...damn...this is jz so shit...y la i kena all da complicating eh cases n calls? i am supposed to satisfy the cust needs but...sigh...again i failed to do so...duno wat to say d la...

apart from the 1st incident, these 2 customers din scold or hang up on me la...jz dat they were very unhappy and dissatisfied with our service...ms L even said that she din mean to vent out her anger on me...jz dat she was very disappointed with dell...

nevertheless, i learnt alot from beauty today...well things were not so smooth for me, but i gotta admit it was a fruitful day...i know where my mistakes and weaknesses are and areas to improve on...i reali need to work harder and smarter...there is no short cut...nid to be exposed to more calls so that i can brush up my soft skills and negotiation skills...

but anyway, not all calls are dat nasty la...there were few customers that sounded kinda happy and satisfied with my service lo...could actually sense them smiling over the phone...their satisfaction will become my motivation to push myself towards providing not only good but excellent service...wah, very ambitious ho? hahaha...hope i could reali reach that goal of mine...pray hard for me will ya? hehehe...

datz all for now le...1na chao jor...will try to update u guys as frequent as possible la...take good care ya...adios!!