Week 3,Customer Service Story by Sandhya

Last week, a student of NYP walked into the ValueShop asking for a pen to be engraved. He was a demanding customer from the start and insisted we engrave 28 characters for him when only 16-20 are allowed. Upon being told so, he was displeased and asked to speak to my supplier. Finally, the supplier and I convinced him that we would do all in our power to help him out. When he finally decided on his pen, he was complaining that we do not provide good service since we could not oblige to his request.

About three days later, when he came to collect his pen, he insisted that there was leakage. Upon enquiring with my supplier on this matter, I came to know that ink residue was normal when a pen was engraved. When I explained this to the customer, he got angry and demanded me to wipe the pen clean for him. I kept my cool though it was not the easiest thing to do in that particular situation.
I learnt from this experience that I have to inform the customer before hand about the ink residue and I also have to ensure the pen is in sellable quality when the customer come to collect the pen.