I have been recently exposed to customer service during a temporary job that I took up because I wanted to learn something new. The thing that I was mostly impressed by learning is the fact that customers remember bad service experiences and almost never remember good service experiences. I also learned that my supervisor is a butt crack.
Having said that. I finally understood the meaning of being a customer. I also understood what it was like being a customer service agent. For during my brief stay at X, I had encountered various customer types. Most of which were calling to complain. Never during my stay had I encountered one customer who called to compliment the company on what a great service they've been providing. However, one customer did say thank you and was very pleased to have her problem solved. I put done the phone, pushed the "Not Ready" button, and decided to just savour the moment. I was beaming. In the middle of all the hot tempered, nasty calls, this woman's "thank you" had made my day. I treated myself to an instant Frappucino. With extra caramel, whipping cream, sugar, spice and everything nice.
After my experience, I became more aware that I was a bitch of a customer myself. I noticed that when I ordered a sundae from Mac Donald's a few weeks ago. When I got my order I noticed that the sundae had melted into a little pool around the caramel area. Infuriated, I picked up the phone and dialed the customer service. I complained that my sundae had turned liquid and that I wanted a new one. The agent tried to explain that ice cream is supposed to melt. That the warm caramel sauce causes the ice cream to melt. That is was impossible to deliver sundaes without them slightly melting. He was talking sense. But I didn't want to listen. I wanted my caramel sundae NOW. He apologized and I hung up telling him that I was never going to eat at Mac Donald's ever again.
A few days later I realized how absurd I've been.
A few weeks later I decided to give it another shot. I placed my order. In less than thirty minutes the sundae was at my door. The pool around the caramel was minimal. The rest of the food was hot. I was thrilled.
Digging into my Fillet-O-Fish (Why don't they just call it Mac-Fish?), I remembered my previous experience and how angry I had been. But I was happy now.
Then I remembered. Customers always called to complain. I decided that I would make a difference. I would call to compliment!
I speed dialed and switched to the customer service department. An agent picked up.
"Good Evening. Thank you for calling Mac Donald's. How may I help you?"
"Umm..yeah.. I just got my order, and I wanted to comment.."
"Umm yes, please go on (I could hear it in his tone that he was dreading it)
"I got my order and I wanted to say that it arrived on time, the food was hot, the sundae was perfect"
" (Brief silence) .... Oh, Thank you!"
"And you also sent this little "Do Not Disturb" door knob thingie. I loved that, I think it's very nice." (The truth is I didn't love it but I wanted to see what would happen if I said that I did."
"Oh..Thank you! Thank you! Shokran! Merci! Merci!" The guy couldn't believe it. I could swear he was hopping up and down.
"Okay, well, thank you, goodbye"
I put the phone down and I was smiling from ear to ear.
I had made someone's day. That was the best Mac I've ever had.
