Question

Min 100 words. Think about a situation in which you were either having to deal with an angry customer while working OR you were the "angry" customer in a situation with a company. What caused the situation? Who was at fault? How could this have been avoided?

Answer 1

I was an angry customer in a situation where I had to call the customer care to register for the service of my water purifier. When I called the service center there was certain problem with executive’s phone and she couldn’t hear my conversation properly. I had to repeat my details many times due to this and I got annoyed by the situation. Still I co-operated understanding the limitations. When I told the machine number of my device she told that it is out of warranty and it will be a paid service. I bought the purifier only three months back and it was under one year warranty. I understood that she heard the machine number wrong but she was not ready to accept it. I repeated the machine number twice but she heard it same. I got angry and disconnected the call. Later I took the details of the higher authorities and sent a mail of grievance. My purifier got serviced within three days.

The actual fault was with the purifier company as they failed to provide the necessary infrastructure to perform the work. The executive also had fault as she failed to treat an angry customer understanding the limitations. The problem could have been avoided if they have good equipments to handle the customers. The organization should also train the executives on providing quality service to the customers including the telephone etiquettes they need to follow.