Everybody
likely had at least one memorable customer service experience and faced at
times with customers who lo and behold will make things difficult for a
customer service representative. The question then becomes, how do you deal
with this individual?
While
working as Business Development Executive, the department received a website design request for their property business with
minimal information provided with a 30 days deadline. The web designer was
facing difficulty to design the website for the company. I requested the client
for a little more information to provide through an email first and then follow
up by a telephone call. The client came after three days something with that
they don’t have a company name yet and they were not settled on what they would
be doing yet. Just design something in red and brown and they would go from
there.
The designer sent some better ideas for approval based on very brief
instructions. The pattern was ready and already sent to the client for approval.
A week later, the client contacted after every day follow up, with a request
for redesigning another website for them while reminding to complete their both
websites on time. In the last week, the client came up with all the details and
asked to copy exactly and demanded to complete the websites on time. There just
was not enough time to do all work.
The week was hard not only for web developers but also for me as the
client never replied for the call or email yet we met the deadline and
completed the projects. The client showed up on the exact day and it was not a
surprise that he was not satisfied with the concept and design for the website.
He demanded to use new character art, discarded his own provided images and
asked to add something of the web developer’s choice. In short, the client
always was on things such as change the photo, change the font, and change the
colour. Upon further review of the proof,
I spotted the following comments by saying that it hasn't changed. Two months of
hard work he finally liked the websites but refused to pay the amount decided
for the websites. His demanded that he would not be paying the actual amount as
we didn't meet the deadline. The manager was out of the city and I was
representing the company on his behalf, adopting the old adage “the customer is always right”, I sincerely apologized for the inconvenience and
offered to make maintenance free of charge for a one full year for both of the
websites, which was not a part of the contract. This made him calm and complimented
the efforts made.
Thus, make your best judgement to understand each customer in order to
bring solution for the problem he or she faces.
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