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The below journal is based on a true story. In fact, yes, my own story. Describing a tough day at work with a very unpleasant customer. Kindly do not treat this a new regular blog. Its not a blog, I'm not going to be talking about what I ate today or what fun, or how my day sucked. This portrays the mindset of people nowadays & it IS ultimately important to find out how the society is turning into. I work in a sales like which is closely related to customer service, naturally.
The company which I work in has some great offers to offer a free phone line service. Absolutely no hidden costs or miscellaneous charges. All you need is a hardware to have the phone connected to & it will work. Well, if you do not have the hardware, its an obvious thing to purchase the hardware. Better still, if customers were to retain over his or her existing number with the competitor, this hardware will become free as well. Number retention is free too. Perhaps when you read this and don't know what I'm talking about, its not important, but if its really 100% free then its a benefit to everyone.
I was talking to customer, Mr Ka Chng (not his true name) about how it works and it all sounds good. He was initially interested to retain & transfer his existing number to our side to obtain the free hardware. As a standard procedure, I had to highlight that our phone line has it limitations so he can weigh the pros & cons of our service versus his existing phone line. Its totally non obligatory, I was just assisting him as part of my job, I wasn't forcing him to take up our phone line. After careful consideration, he decided not to retain his number to our side as he is heard reviews that our phone line is inferior in terms of clarity, he can't use it with his fax machine & that he can't connect all his phones in his house. Its free but these are the limitations for our line & I did highlight to him. As I also foresee that it may bring him a lot of inconvenience even though he can save money, I suggested that he forgo taking up our phone line & stick to his existing line instead. I also warned him that once he retains his number to our side, it would be absolutely irreversible. So he should really think twice before plunging in.
He then decided to get a new number from us to "try" our phone line. And because he didn't have the hardware, so naturally he needed to purchase one to utilize our phone line. However, when I told him about the cost of the hardware, he immediately retaliated and said he it should be given free to him. I apologized that I had to disappoint him; its not possible to issue a free equipment to him. By the way, I do earn a small commission for a successful sale, but I "rejected" the sale to customer out of my own personal goodwill, so that he doesn't have a hard time. No obligations right? Its a natural sale process; If we were to talk about buying a LCD TV, if a customer feels the product isn't right for him, he doesn't purchase it, The sales person can't force him. If there's no stock for the product, no sale is done either. If the sales person truthfully feels the product isn't right for the customer, he suggests that he go for another brand or item. Lastly, if the customer doesn't mind the disadvantages and still insists on getting the product, the sales person can't kick him out of the store.
Mr Ka Chng in this instance, bites back by saying that we should give him the free hardware to let him try our free phone line to see if its good. Down time if he is dissatisfied, he can return us the hardware and cancel the service. Yeah, there isn't a contract for the service anyway, so he can cancel it but he can't return the hardware as he likes. In an example, you can't just walk into a store and tell the sales person you want to take this LCD TV back home for to test it and return used goods when you feel dissatisfied.
The horror continues. Mr Ka Chng claims that our company is cheating customers and complains that our advertisements say its free but its actually not. I replied that there are the terms & conditions but he conveniently says no one reads those fine prints. However, he gives me the impression that he just didn't even bother to care. Its just the natural sales process again; since he doesn't agree to it, & I don't recommend it either, its best we not deal. He continues to say that we are not sincere in doing business and that we should succumb to his unreasonable requests.
In the final terror, he threatens to write to the press about his "unhappy" experience with our company. All that because he demands for something free? Besides its not a reasonable request. I in fact would rather he do it so he can disgrace himself and left the whole world know what a cheapskate he is and have the whole world laugh at his foolish acts. To us individuals, he can jolly well go ahead and do what he wants. But to a company's point of view, such events must be avoided. Most probably my company or any other company give the same situation would give in and allow the customer to have what he wants, whether its humanely logical or reasonable or not. Simply because the power of the press cannot be underestimated. Negatively, this would however create the impression that as long as anyone who "threatens" a gullible company with writing to the press, they can get exceptions, perhaps even "break the law".
Why would I say "break the law"? Allow me to explain. Threatening to write in to the press to receive a personal gain or benefit is no different from those ruffians in the early years who threaten to beat civilians up if they did not pay 'protection money'. Yes, that's right my dear friends, the word is 'extortion'.
Sadly, Mr Ka Chng displayed similar behavior. If extortion is immoral, Mr Ka Chng's act seems to have highly questionable conduct. Honestly, his act left me feeling disgusted, that such parasites exists. If there isn't a clause in the law against people to use the press or media to gain personal gains or benefits, this is definitely a loophole that should be looked into right away. If they are allowed to get what they want always, its no wonder how they became rich. Sorry for the same old statement again, but is this how our country is going to become? "The Rich getting Richer & the Poor getting Poorer.
Its great to have friends from different trades; like doctors, lawyers, car dealers, the press or media corporations and more. Having such connections go a long way to help oneself for business expansion or lawsuits or personal health tips. However, some people who are well to do seem to have lost their humanities and start to do things that aren't exactly correct. I have spoken with another elderly man in his 60's, living in a HDB flat. He can't speak English & barely speaks perfect Mandarin either. He was also a customer inquiring about the same free phone line service. Though he tends to repeatedly nag & question "Its free right? If need money I don't want." but I can feel he's a very warm guy who understands and accepts the terms and conditions & the limitations as long as he can save money. He would also profusely thanked me for my help & reminders about the reminders. That made me feel happy too & gave me an even better drive to provide even better service for the customer. You see what I mean, poor and lowly educated people doesn't mean they are nasty. They in fact appear to be more humane as compared to people who lives in large houses. They still have a sense of shame, are humble and sensible to know & do what is right, rather then educated people who are snobbish, think they are big shots, shamelessly demand for privileges and think that everyone has to give in to them. Logically, I'll rather give a free hardware and phone line to an poor elderly couple living by themselves, so they can make free unlimited calls to their friends and family to chat & not someone who obviously can afford to live in a landed property.
The problem with these so called "high society" is that they are selfish people who think that their filthy money and status make turn the world around. They automatically classify themselves into this "high society" and differentiate themselves with others.Sad to say, what ever happened to their conscience & humanity? How would the lower society people in this case, always seem much more friendly? Another big problem with these people here is that they abuse customer service. Providing good service doesn't mean they can always make a big hoo haa and expect things to go their way. I mean if the company did something really unfair to customers like overcharging the customer, he has every single reason to dispute. Seems like people are fond of complaining about everything in a customer service orientated line in order to stand to receive petty gains. For those people who work in customer service lines, I believe you do have to agree that customer service in our country is greatly abused. What happened to the advertisement on TV whereby the customers were super polite, nice and totally appreciative for the service and help rendered by the service personnel. What happened to that campaign? Something should have been done about it earlier to result in this slothy society today. The campaign should have continued instead of over emphasizing on service quality. Now everyone is a spoiled brat to service.
This is a very daring post this time. I'm trying my best to be careful not to reveal too much details to save myself from trouble. At least I'm a man with dignity & integrity. The things I own is either bought with money I earned painfully or through legitimate means. I never extort or do I have to feel ashamed of what I get through immoral or illegitimate methods. If this journal were ever to be discovered & I get sued or something, I only wish my words get around to the hearts of the fellowmen. Let's all stop this twisted atrocities.
There's actually more I may add but I'm very tired handling this unpleasant encounter today. Its late too and I volunteered to do overtime work the next morning as its getting busy recently. Also to give myself a chance to meet another unruly person. Oh, did I mention that Mr Ka Chng slammed down the phone when he couldn't get what he wanted? What a bloody rude ingrate.
The company which I work in has some great offers to offer a free phone line service. Absolutely no hidden costs or miscellaneous charges. All you need is a hardware to have the phone connected to & it will work. Well, if you do not have the hardware, its an obvious thing to purchase the hardware. Better still, if customers were to retain over his or her existing number with the competitor, this hardware will become free as well. Number retention is free too. Perhaps when you read this and don't know what I'm talking about, its not important, but if its really 100% free then its a benefit to everyone.
I was talking to customer, Mr Ka Chng (not his true name) about how it works and it all sounds good. He was initially interested to retain & transfer his existing number to our side to obtain the free hardware. As a standard procedure, I had to highlight that our phone line has it limitations so he can weigh the pros & cons of our service versus his existing phone line. Its totally non obligatory, I was just assisting him as part of my job, I wasn't forcing him to take up our phone line. After careful consideration, he decided not to retain his number to our side as he is heard reviews that our phone line is inferior in terms of clarity, he can't use it with his fax machine & that he can't connect all his phones in his house. Its free but these are the limitations for our line & I did highlight to him. As I also foresee that it may bring him a lot of inconvenience even though he can save money, I suggested that he forgo taking up our phone line & stick to his existing line instead. I also warned him that once he retains his number to our side, it would be absolutely irreversible. So he should really think twice before plunging in.
He then decided to get a new number from us to "try" our phone line. And because he didn't have the hardware, so naturally he needed to purchase one to utilize our phone line. However, when I told him about the cost of the hardware, he immediately retaliated and said he it should be given free to him. I apologized that I had to disappoint him; its not possible to issue a free equipment to him. By the way, I do earn a small commission for a successful sale, but I "rejected" the sale to customer out of my own personal goodwill, so that he doesn't have a hard time. No obligations right? Its a natural sale process; If we were to talk about buying a LCD TV, if a customer feels the product isn't right for him, he doesn't purchase it, The sales person can't force him. If there's no stock for the product, no sale is done either. If the sales person truthfully feels the product isn't right for the customer, he suggests that he go for another brand or item. Lastly, if the customer doesn't mind the disadvantages and still insists on getting the product, the sales person can't kick him out of the store.
Mr Ka Chng in this instance, bites back by saying that we should give him the free hardware to let him try our free phone line to see if its good. Down time if he is dissatisfied, he can return us the hardware and cancel the service. Yeah, there isn't a contract for the service anyway, so he can cancel it but he can't return the hardware as he likes. In an example, you can't just walk into a store and tell the sales person you want to take this LCD TV back home for to test it and return used goods when you feel dissatisfied.
The horror continues. Mr Ka Chng claims that our company is cheating customers and complains that our advertisements say its free but its actually not. I replied that there are the terms & conditions but he conveniently says no one reads those fine prints. However, he gives me the impression that he just didn't even bother to care. Its just the natural sales process again; since he doesn't agree to it, & I don't recommend it either, its best we not deal. He continues to say that we are not sincere in doing business and that we should succumb to his unreasonable requests.
In the final terror, he threatens to write to the press about his "unhappy" experience with our company. All that because he demands for something free? Besides its not a reasonable request. I in fact would rather he do it so he can disgrace himself and left the whole world know what a cheapskate he is and have the whole world laugh at his foolish acts. To us individuals, he can jolly well go ahead and do what he wants. But to a company's point of view, such events must be avoided. Most probably my company or any other company give the same situation would give in and allow the customer to have what he wants, whether its humanely logical or reasonable or not. Simply because the power of the press cannot be underestimated. Negatively, this would however create the impression that as long as anyone who "threatens" a gullible company with writing to the press, they can get exceptions, perhaps even "break the law".
Why would I say "break the law"? Allow me to explain. Threatening to write in to the press to receive a personal gain or benefit is no different from those ruffians in the early years who threaten to beat civilians up if they did not pay 'protection money'. Yes, that's right my dear friends, the word is 'extortion'.
Sadly, Mr Ka Chng displayed similar behavior. If extortion is immoral, Mr Ka Chng's act seems to have highly questionable conduct. Honestly, his act left me feeling disgusted, that such parasites exists. If there isn't a clause in the law against people to use the press or media to gain personal gains or benefits, this is definitely a loophole that should be looked into right away. If they are allowed to get what they want always, its no wonder how they became rich. Sorry for the same old statement again, but is this how our country is going to become? "The Rich getting Richer & the Poor getting Poorer.
Its great to have friends from different trades; like doctors, lawyers, car dealers, the press or media corporations and more. Having such connections go a long way to help oneself for business expansion or lawsuits or personal health tips. However, some people who are well to do seem to have lost their humanities and start to do things that aren't exactly correct. I have spoken with another elderly man in his 60's, living in a HDB flat. He can't speak English & barely speaks perfect Mandarin either. He was also a customer inquiring about the same free phone line service. Though he tends to repeatedly nag & question "Its free right? If need money I don't want." but I can feel he's a very warm guy who understands and accepts the terms and conditions & the limitations as long as he can save money. He would also profusely thanked me for my help & reminders about the reminders. That made me feel happy too & gave me an even better drive to provide even better service for the customer. You see what I mean, poor and lowly educated people doesn't mean they are nasty. They in fact appear to be more humane as compared to people who lives in large houses. They still have a sense of shame, are humble and sensible to know & do what is right, rather then educated people who are snobbish, think they are big shots, shamelessly demand for privileges and think that everyone has to give in to them. Logically, I'll rather give a free hardware and phone line to an poor elderly couple living by themselves, so they can make free unlimited calls to their friends and family to chat & not someone who obviously can afford to live in a landed property.
The problem with these so called "high society" is that they are selfish people who think that their filthy money and status make turn the world around. They automatically classify themselves into this "high society" and differentiate themselves with others.Sad to say, what ever happened to their conscience & humanity? How would the lower society people in this case, always seem much more friendly? Another big problem with these people here is that they abuse customer service. Providing good service doesn't mean they can always make a big hoo haa and expect things to go their way. I mean if the company did something really unfair to customers like overcharging the customer, he has every single reason to dispute. Seems like people are fond of complaining about everything in a customer service orientated line in order to stand to receive petty gains. For those people who work in customer service lines, I believe you do have to agree that customer service in our country is greatly abused. What happened to the advertisement on TV whereby the customers were super polite, nice and totally appreciative for the service and help rendered by the service personnel. What happened to that campaign? Something should have been done about it earlier to result in this slothy society today. The campaign should have continued instead of over emphasizing on service quality. Now everyone is a spoiled brat to service.
This is a very daring post this time. I'm trying my best to be careful not to reveal too much details to save myself from trouble. At least I'm a man with dignity & integrity. The things I own is either bought with money I earned painfully or through legitimate means. I never extort or do I have to feel ashamed of what I get through immoral or illegitimate methods. If this journal were ever to be discovered & I get sued or something, I only wish my words get around to the hearts of the fellowmen. Let's all stop this twisted atrocities.
There's actually more I may add but I'm very tired handling this unpleasant encounter today. Its late too and I volunteered to do overtime work the next morning as its getting busy recently. Also to give myself a chance to meet another unruly person. Oh, did I mention that Mr Ka Chng slammed down the phone when he couldn't get what he wanted? What a bloody rude ingrate.
