i had a lady come into my store last week with a problem regarding her fridge that she had purchased the day before. Basically the fridge had a dent on the door (just a small one) she had purchased a whatever happens service agreement for three years. I asked her what she wanted to happen and she said she was happy to have someone come out to replace the door, so i proceeded to ring whatever happens on her behalf, and arranged for a engineer to call her to arrange a suitable time to go out to replace the door. she seemed happy with this and thanking me left the store.
a couple days later she arrives back in the store (quite cheery and calm and collected). basically the engineer who was going to go out to repair the product was on holiday (which i myself find annoying) so i said right ok do you have the machine with you to which she replied yes, so i decided to go take a look at the unit to determine the actual damage, sure enough there was a dent on the door (it was a very small dent which would not and did not effect the actual use of the machine) so i said ok we'll see if i can get an uplift number so i can switch the machine over for you (even though the dent 'could' have been caused by the customer on their journey home from the store) sure enough i get the uplift number for them and do a swap over and provide the customer with a brand new machine. they seemed very happy with this.
and might i add i did my best for the customer because they did not come in all guns blazing they came in and calmly explained their situatuion to me and i helped ( i believe to the best of my abilities to sort their problem)
i work in galashiels in currys and the only compolaint i have ever had was a woman asking what the battery life was on a portable dvd player, to which i replied roughly 1 and a half hours depending. she turned round to me and said 1 and a half roughly thats not a good enough andswer so she stormed away, i approached her again and said excuse me she said one and a half isn't a good enough answer i said well you can't give an exact time for these things it depends on volume levels and if your constantly skipping backawards and forwards etc etc etc she said it doesn't matter i'll go to comet where i'll get a proper answer to which i said fine and left it at that. i walked away and she proceeded to go to my duty manager to tell them i'd walked away from them and wouldnt give them a 'correct' answer to their question.
i will be honest i think she was way out of line and i actually had a good laugh about this with myself.
so i work in Currys in Galashiels and i always try my best for my customers. as far as i am concerned my customers are my 'responsiblity' from the moment i am approached or i approach them. i constantly have customers coming back to me (even though we arn't commision based) and if im on holiday the generally wait till im back and come back to see me, this makes me proud and i have a fantastic rapport with a lot of customers.
i cant think of anything else to type at this particular moment in time but would like comments oppinions etc cheers!