a simple "I'm sorry," that's all I ask
Aug. 27th, 2008 11:26 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
Okay, now I fully understand why we have these "focus statements of the month" at SVT.
Take into consideration this post I posted over at
bad_service regarding management at Dairy Queen and not accepting a coupon.
What kills me is that I got some comments that act like, "You don't deserve an apology, the manager shouldn't have to apologize to you." To this, I keep thinking, "....Are YOU a member of management, and is this honestly how YOU handle your customers? And if this is the case, then you deserve to lose business."
The way Milijana explained it (or whoever typed up the monthly service statement....Shelli? I'm betting Milijana) is that a simple apology is just good manners and good service. You're acknowledging that the customer is upset, you're sympathizing/empathizing with the customer, and you sincerely want to help the customer if they can't find a product or if they got overcharged or if something went bad/stale/ruined, etc., etc. Besides...it makes us look good. (And by that, I mean our level of customer service goes up, which means more business.)
I swear, I don't like going to the Dairy Queen in town because of the woman in charge there. I'd rather take my business to the one in Cedar Lake, even if it means spending a little more in gas and dealing with 133rd being torn up/redone (for the time being...the snarky comments on the Subway marquee crack me up, "Which will come first: $5/gallon gas, or 133rd finished?")
But no....the rude people in my post? I don't get how some people can be so mean sometimes.
Take into consideration this post I posted over at
![[livejournal.com profile]](https://www.dreamwidth.org/img/external/lj-community.gif)
What kills me is that I got some comments that act like, "You don't deserve an apology, the manager shouldn't have to apologize to you." To this, I keep thinking, "....Are YOU a member of management, and is this honestly how YOU handle your customers? And if this is the case, then you deserve to lose business."
The way Milijana explained it (or whoever typed up the monthly service statement....Shelli? I'm betting Milijana) is that a simple apology is just good manners and good service. You're acknowledging that the customer is upset, you're sympathizing/empathizing with the customer, and you sincerely want to help the customer if they can't find a product or if they got overcharged or if something went bad/stale/ruined, etc., etc. Besides...it makes us look good. (And by that, I mean our level of customer service goes up, which means more business.)
I swear, I don't like going to the Dairy Queen in town because of the woman in charge there. I'd rather take my business to the one in Cedar Lake, even if it means spending a little more in gas and dealing with 133rd being torn up/redone (for the time being...the snarky comments on the Subway marquee crack me up, "Which will come first: $5/gallon gas, or 133rd finished?")
But no....the rude people in my post? I don't get how some people can be so mean sometimes.