I am the customer, therefore i'm right

I'm not a person who is quick to find fault with strangers. I'm not the kind who is highly aware and will fight for consumer rights. However, regardless of how lenient i might be with the misbehavior of other people other than my loved ones (most people often only reveal their true bad-tempered selves to people whom they are comfortable with), I  am not totally clueless and cowardly when it comes to confronting bad attitude, especially in the customer service sector.

It's been almost 2 months since that crystal clear day (June 19 2010) when I had my vision corrected and I'm required to do followup eye checkup every 2 weeks, then 1 month, 2 months, 6 months and 1 year. The Optimax staff are generally friendly but there is just ONE person that I cannot stand. Let's call her D. She is condescending, rude and impatient but I've always put up with her attitude (after all, I just want to make appointments) until yesterday.

Me: Hello, is this Vista? (Not really concentrating, and Vista sounds smoother than Optimax)
D: No, this is Optimax, not Vista (in a catty tone)
Me: Oh haha...I actually would like to make an appointment...
D: (cuts me off) Then you make the appointment in Vista not in Optimax bye.

And i looked at my phone in disbelief. HOW could she hang up like that?!

Me: (a bit furious now) Hello, I would like to change my appointment...
D: (cuts me again) You're calling the same centre again, this is Optimax not Vista
Me: YA I want to change my appointment in Optimax!!
D: In that case (her favorite phrase), what kind of appt you would like to change?
Me: Eye checkup
D: What's your name?
Me: (tell name)
D: There's no such appointment~~ (draggggs her tone) nevermind, i'll make a new one for u
Me: Ok...
D: Spell your name please
Me: Spells surname
D: Oh I thought it's Chai

WHAT? Don't simply assume and accuse me of faking an appointment LA!!!!

So she changed it to Friday. Okay, that was fine, i could have just hung up in peace BUT no, we continued the blood-boiling conversation:

D: So that'll be Friday, and RM60 will be charged
Me: HUH? How come i am charged even after the operation??
D: Wait (sharp tone) have you done ur laser or not
Me: Yah
D: When was it?
Me: June 19
D: Are you sure?? (high pitch catty voice again)
Me: YAH im sure

In the first place, HALO CHECK The DAMN computer records u ancient barbaric female

D: Okay, in that case (againnnnn..) there will be no charges. Okay bye

CUTS ME OFF AGAIN GRRRR ROOOOOAARRRRRR

I was so pissed i told every living person who's willing to listen. Then several of them encouraged me to make a complain, and it made me realize that i can really exercise my rights and sue her for not adhering to her sacred oath of "customers are always right".

I proceeded with my "Complain Movement" the next day.

First, check out their complain line. Official website...hmm...what complain line? What company will be transparent with a complain line?? Of course it's non-existent...but i decided to swarm their inquiry box with my long conversation anyways, but this time in a very rationale, thesis-writing sort of tone with analysis on D's behavior. In the end, I cannot resist to use the "flattery + doubt" tactic, where I tell them that basically the staff is fantastic, the doctor's great, the optometrists too, so it's a puzzlement that they will have people like D there. I also added "please give me an explanation" which i didn't really expect an answer since it's an inquiry column hehe

In the afternoon, one of the staff called me to confirm my changed appointment on Friday. I casually asked whether there's a staff member called D, in case i'm accusing the wrong person. The person on the other end became highly alert, but i just assured her that i just want to ask, nothing more. Then, another lady called me again to confirm appt (or probably testing me to see whether i'll ask weird questions again). I didn't bother being mysterious, i just said smoothly, "Oh can I have the email which i can use to complain D?" Taken aback, she answered, "uh..yea, there's our customer care manager XXX and her email is XXX"

Now I can confirm I've gotten their full attention. After around an hour later, their customer care personnel called. Actually I just hoped to get an email answer, so they get brownie points for calling. What if I turn out to be a catty complaining old biatch waiting to tear their throats down?

Basically they told me that they agreed with everything I said, have raised the issue with D, and will be more careful from now on. Then apologize apologize apologize. Although I know that the conversation and customer handling method was textbook-learned and executed, I still feel a sense of satisfaction. Triumph and victorious.

From this incident, I learned that calming down after a furious conversation greatly helps in clearing the mind, enabling me to plan the next step on counterattack rationally. Patience and guts are ALWAYS rewarded.

Let the Moolah Comes in

Last year was a tentative year full of struggles, like an ox plowing the field, slowly sorting out the mess. This year, like a hungry tiger in  the hunt for fresh prey after a good night's sleep, i want to achieve goals which marks the celebration of the 1st quarter of my life, and also signifies that it's a life worth living while i'm still young, and young at heart.

Work
Best 'Realization' Moment - Having bitching, moaning and whining about not earning enough on par with my qualifications, i'm still complaining. Nevertheless, lately I've also seen too many examples of people jumping ship and either retreating back to their old place in a record short time, or wandering out there jobless after failing to adapt and give up the new job. The examples do not serve to discourage me from pursuing a different path other than the current one in hope of moving up the ladders in life, or expand my horizon. Instead, it serves as a useful reminder to me that I must be fully prepared for the consequences of choosing to accept the challenge. I'm now thankful for a constantly learning job but am also in the process of choosing new jobs selectively which I'm pretty sure I will want to develop my career in.

Best 'Mentor Advice' Moment - I feel increasingly apprehensive with my friends resigning one by one, e about what I want with life, what do I need to do to achieve success. I started to feel at a crossroad because i haven't been achieving anything WORTHY and it's almost a quarter of my life. I know i should get out to a new environment before i become too comfortable and lose my adaptability, but i also don't want to make a rash decision which is based on motions - either choosing a job with higher pay but not what i want to do, or stuck in the current situation with no prospect. Therefore, i summed up my courage to talk to my manager to inquire about career prospect. Despite her persuasion, i can tell that my career prospect will take an awful lot of years to materialize due to the company culture. Although I became more determined to venture out, I truly admire and respect her even more greatly for her patience, her generosity and genuine care for me as a mentor.

Events


Best 'Unexpected' moment - 3 May 2010. My fiery, passionate, daring, funky little red chili egg - Maiko the Mazda 2 came. It will celebrate its 1 year anniversary in May next year with sleek, snobbish and attention-seeking Bello Russo the Alpha Romeo 159.