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Stories » Real Life stories on Customer Service
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Real Life stories on Customer Service (II)

An old lady came to the sales person I was talking to and started complaining about a faulty iron that she had bought the previous week. The salesperson, instead of listening to her complaints, very casually said, “Leave it here. I will see what I can do” and immediately there after started talking to me. Since, the comment was made in such an uninterested voice, it left the lady wondering whether her problem would get solved or not. I could clearly see signs of irritation on her face.

She simply took the iron from the salesperson and walked towards his manager who was seated at a short distance away. Seeing her coming to meet him, he stood up and walked towards the lady, took the iron from her hand and said “How may I help you madam”? The lady told him of the problem she was facing with the iron. The manager kept on listening very patiently. When she finished talking, he told lady, “Leave it here ma’am. I will see what I can do”. Thereafter, he asked another salesperson to issue an acknowledgement slip. For the first time I saw the sign of relief on her face.

Excerpts from the book: 'Why My Horse Doesn't Smile - Learn to serve your customer

Vivek Mehrotra

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