Some people just need to get a good scolding before they will really wake up. When you talk nice to them, they don’t listen. Instead, they brush you aside and think you are just a bag of hot air.
This was one unfortunate episode that happened recently and had its roots way back in Dec 08. I had registered for Course A in May 08 but decided to change it to Course B as Course A’s timing was not good for me.
I sent an email to the female sales executive on 1 Dec 08 stating my request for change of course. I didn’t get any reply. The messages I left were unreturned, my calls went in all directions and worse, there was no email correspondence. I thought she was really busy and decided to give her the benefit of the doubt.
I was like the proverbial loanshark hounding her day and night but to no avail. Two weeks later, I finally managed to get her. But guess what? I had to repeat my entire story before she started to move her butt.
She finally replied. Alleluya! I thought…she said it would not be a problem as both courses were priced at the same amount. I emailed back asking for a confirmation as I didn’t want to turn up at the venue on the day of the course only to be turned away for lack of admission letter. She said she would email the ‘official note’ the next day.
I waited. And boy, this was one damn long wait. The wait lasted for more than a month. I emailed her many times but never received any reply anymore.
Then the office was closed for the CNY celebrations. On the first day of the new year when it started operations again, I called. The receptionist told me the sales executive had resigned. What the f*&^%?!
I had waited for 2 months in vain. The receptionist then referred me to another sales executive, this time a male. I forwarded all my correspondence with the former bitch to the male executive. He promised to give me a reply.
Yes he was efficient as he called back the very next day. No problem? Very good. Send me the official note.
The next day when he called again, he gave me a totally unexpected update. I had to top up another $588.30 as the price of the course had gone up. If these people think they can take me on a wild ride, they better wake up soon!
I decided then it was time to stop being nice as it didn’t work. So I sent him this reply.
“I do not understand why I should be penalised for no fault of mine. As Harv has taught us, there is a time to step up and take responsibility for what happened.
Had I just made the request, I would definitely pay the additional top up fee for the new course fee. But I had raised this request way back on 1 Dec 08. Your colleague, or should I say ex-colleague sat on it for 2 months & didn’t even bother to return my calls, emails or give me the ‘black & white’ official note (see her email below). In short, she didn’t even do anything. Is this now my fault?
If you were in your shoes, how would you feel? I am not a new client. If you check my records, you will know I have been attending courses organised by your organisation over the years. Is this how your organisation treats a repeat customer? By making him top up the balance just because a staff neglected her duties? Or should your organisation instead be doing service recovery because of a lapse in service standards?”
I certainly wasn’t prepared to wait for another 2 months with no outcome. I suspect he’s new but he sure wasn’t mentally prepared for my response. I waited for another 4 days. Still no reply. Had he lost his balls? I really think so.
I don’t wish to be mean but if being mean means getting things done, then I will be mean.
Not wanting to waste any more time and getting no affirmation, I decided to just email the boss of the company. This is a principle I learnt when doing my service quality stint back in the corporate world. If the staff refuse to entertain you, go straight to the management. That was why I used to get so many complaint and feedback letters back then…hahaha…We call this referring to the higher authorities for action.
The boss was efficient. If not, she won’t be called the boss right? Next time when I start hiring people, I must learn from her as well.
She sent me an email from her blackberry (cool) apologising for all the inconvenience caused and promised to get her staff to transfer my place to Course B. Thanks!
To me, it was just such a simple request. Had it been resolved earlier, I wouldn’t have had this item on my ‘to do’ list for so long. Goodness!!
February 10th 2009 Posted to
life