Netster 宅男

Let’s catch up a few things today.

First, I love movies and let switch on Hol­ly­wood Shootout for inspi­ra­tion with the suc­cess sto­ries of Steven Spiel­berg. I learn some­thing new from him today, “NDE” New Death Experience.

I took a half day off today to slowly clear off my leave, I def­i­nitely will not be clear­ing 100% by the end of Decem­ber I should still have 12 days of leave to burn good­bye for 2007.

I was praise by a cus­tomer yes­ter­day. Frankly, I haven’t received such a heart warm­ing and sin­cer­ity com­ments for a long, long time!

He said that I was very pro­fes­sional in the con­ver­sa­tion and has an excel­lent atti­tude in han­dling his request. He likes to know where I got the train­ing and what uni­ver­sity I go to.

Train­ing? Nope, for the pass 10 years! For me, my cur­rent employer teaches more on the­ory rather than hand on and I attend more train­ing on how to han­dling peo­ple or should I say “peo­ple man­age­ment” rather than cus­tomer ser­vice. How­ever, my cur­rent com­pany do impose penalty on cases like mis-selling or mis-representation.

My per­sonal inter­est is always on cus­tomer ser­vice and train­ing. I work for McDonald’s for 7 years, my every day life is to make cus­tomer happy and I love my job because it makes me happy and feel­ing great when cus­tomer keep com­ing! Why work in McD? The truth, I don’t really have a choice at he age of 16  McDonald’s was the way to go because meal was pro­vided and if you work night shift some time I could sneak home some chicken or burger for my sis and bro at home. (No, I don’t money to buy for any of this “lux­u­ries” foods.

I always tell my self to serve the cus­tomers “fast and friendly” make them smile that’s the great­est gifts money can’t buy. It’s priceless!

I like to share with you my very own per­sonal expe­ri­ence how I turn an angry cus­tomer who end up only to respect me and only ask for my ser­vice every time he drive in for his meals for take away.

11 years ago, I was on the evening shift when a not-so-good-mood cus­tomer dri­ves in and ask for a 3 pieces friend chicken for take-away. I took his order and I ask him if he likes to have a dessert to go with and that’s when he sar­cas­ti­cally told me off “do you see me request­ing for one?” I said “Thank You and I’ll be right back with the order” I run in the restau­rants and ask for the order and the pro­duc­tion con­troller told me I have to wait for 15mins. I run out side and told the cus­tomer and I can see the long face already. I do under­stand the “pain of wait­ing” he is experiencing.

What hap­pen next was worse, cus­tomer unable to wait for the order and started shout­ing at me with all the F words and I was in the shock and I couldn’t remem­ber every word he said but I remem­ber very well I apolo­gies to him and said “Thank You” to every curse that he thrashes at me.

The last moment of his scold­ing and shout­ing he man­age to ask me “why you look F**king stu­pid by only answer­ing me thank you? I want my order and I want it now!” he reminded me that, take-away-order should be given pri­or­ity, 10 min­utes is the company’s poli­cies and make it happen!

I again said “Yes, Sir! Thank you. Your order is up and I’m get­ting it for you now”. I run in and run out with the order on my hand and was still at the stage of shock I quickly grasp pack­ets of ketchup and hand it over to the cus­tomer in a bag.

He looks inside the plas­tic bag and shout “I ask for chilies you stu­pid!” I said “Sorry Sir! Here’s your chilies pack­ets… thank you and please do come again, sir!” (Malaysian loves chilies more than ketchup because spicy foods is the norm here)

I can hear the squeaky sound and he dri­ves away real fast.

The next day evening was a great day and I took my day off. My friend replaces me on that “honk-honk booth” and this same cus­tomer dri­ves in and asks for me and than drive away. My friend told me the next day a cus­tomer is look­ing for me and she seems angry at the cus­tomer because the cus­tomer didn’t allow her tak­ing his order and drive away.

The next day the cus­tomer drive in and actu­ally apolo­gies to me of his bad atti­tude and said that he really respects my hum­ble approach and he admire my patience and give me a smile.

I said to the cus­tomer, “Thank you Sir, I’m still learn­ing and I’ll do my best!” he smile and says “yeah! Thanks”

When a cus­tomer praise you, you have did some­thing right and you earn it. Every cus­tomer we dealt daily is inter­ested to have his/her con­cern taken care of with­out ques­tions ask. Under­stand­ing, sup­port and super sen­si­tive to their needs are the key.

I hope you like my story and I nor­mally share it with my staff to inspire them not to give up on hard cus­tomer. If cus­tomers just take it on you, please say thank you and smile… you will make their day or at least it helps them to get over their prob­lems. Do not fight back or dis­re­spect them even if there are wrong.

“Cus­tomer is always right! Even when they are wrong they are still right”

So which Uni­ver­sity I went to? I don’t go to any Uni­ver­sity, I work my way up and I love my job even if I don’t. To achieve bet­ter result, I do my best to improve every day.

I’m so happy to received the pos­i­tive com­ment by the cus­tomer I met yes­ter­day. I should say, not many man­ager these day get to be praise by a cus­tomer. He def­i­nitely makes my day!

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