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.
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