Once while I was at work, I received a call from an angry customer who has a complex problem. The client had made an order which had been shipped to the initial address they made. Unfortunately, the order arrived later after the client had moved, so when the package was shipped to their new residence, it arrived when it was damaged. The client was irate because the company had no return policy, and it was their fault that the package arrived late. As a customer care service provider for the company, I know that such situations can have a significant impact on the image of the firm.
The customer had unfortunately called when my shift was about to end. I had tried to explain to the client that their situation was unique and that I would look at ways of helping her situation. I had made it clear that the company had no return policy, but since we were partly at fault for the late arrival of the package, we were willing to give them a 30% discount on their next purchase. Unfortunately, the client was adamant that they wanted the package returned and replaced. The client misunderstood me and thought that I was blaming him entirely for the mistake.
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I decided to take a different approach where I first apologized for the complication. I remained calm, even as the client was getting verbally abusive. I put myself in their situation and took my time to explain to the client that the company policy could not be changed. I informed him that he would have notified the company that he was moving. I then confirmed on how to proceed and ascertained that they could be given a voucher. I encouraged the client to take advantage of the voucher and the upcoming sale of the purchase they had made. The client was contented with the solutions I provided them as I had offered them a variety of solutions. Although I ended up leaving my shift twenty minutes later, I believe I handled the situation well, and the client was happy with the outcome.
In my career, I have taken time to help clients feel satisfied with the customer experience in the organization I work in. Once I went the extra mile for my client, I was very happy and satisfied with my service. I was working as a salesperson in a home décor workshop. The client came into the shop and wanted to purchase a console table. They went to look up other products, but when they came back to pay for the console table, they found that it had already been sold, and the type that she wanted was sold out. She approached the desk to ask for how I would help her. I took my time to go through the inventory to confirm if the model was available in our numerous workshops around the state.
I realized that it was sold out in the state, and because I did not want to give her false hope, I just asked for her contact information and promised to notify her of their arrival. After she left, I contacted the head office to enquire if the model was available. I was informed that there were three remaining in a different state. I called the outlet and made plans to ship it to the state. The table arrived in three days, and I contacted the client after receiving it in our warehouse. I informed her that there was a console table that she could come to pick up the next day.
Upon arrival, she was very impressed with my dedication. She had not expected that she was going to find the table. She was so contented that she called the head office to inform them of my dedication to my work after getting home. She also recommended me to her friends who came to purchase goods from my workplace. This helped to increase my sales, which increased my bonus. I learned that being dedicated to one's work has potential benefits that go beyond customer satisfaction.
