Cutomer Relationship Management Negative Experience Essay Example

Cutomer Relationship Management Negative Experience Essay Example Cutomer Relationship Management Negative Experience Essay Cutomer Relationship Management Negative Experience Essay Timid Shopping Centre branch. The whole series of unhappy episode started from 2011 June. My wife was expected to due for delivery in September. We had discussed and decided we should get a domestic helper since I am working and both our parents were unable to help due to their work commitments. We started looking for maid agencies through walk-Len and feedbacks from friends and colleagues. There are few basic considerations before we decide which agency to enquire from. We hope to get helper who came from Manner. Reason being, mostly Indonesian and Philippine helper tend to bargain for more freedom and welfare even it was already minimally met by employer. The feedbacks on them were negative. They are not working focus, like to talk on phone with friends even not during their resting hours. Tendency to cut short house chores by doing the minimum or sometime do on the call-upon basis. They must have past experiences working as maid. Able to communicate In English and lastly able to take care of children with caring and patience attitude. Finally we decided to enquire from Prefect Team as they are specialized in employing Manner domestic helpers and they had the most bio-data compare to other agencies. My first visit to their branch was an unpleasant one. Although my first impression on the office layout was good due to the cleanliness and organized. It was a Saturday morning when I and my wife visited them and there were many other customers. I realized there were two unoccupied chairs hence we sat down and hopefully the staff will attend to us soon. Soon enough one of the female staff attended to us. After knowing our intent, she left us with an application form and two bio-data albums to browse. After 1 miss I realized the office was left with me and my wife sitting at the counter and there were only two staffs at the front desk. Episode 1 One of the staff was talking on the phone but I was pretty sure she was not discussing anything about work. She was talking happily on her upcoming holiday trip to Taiwan. The other staff who Just step out went to get lunch since It was near to lunch time. I was not too happy with the staff who was talking on the phone, her name was April. It was quite obvious we are still in the shop and instead of attending to us, she continued talking on the phone on her personal stuff. It has passed minis and I couldnt wait anymore thus made the initiative to signal her for attention. She reluctantly put down the phone and walked over. I think she was not happy that I Interrupted her conversation. I told her I had been browsing through the album for the past minis and no staff attended to me. She replied saying because I was previously attended by her other colleague who went out to buy lunch so she thought I would want to wait for her service. I do not wish to persuade the matter so I ask her to assist us in our request. Episode 2 After April acknowledged our terms of request, we had selected one of the helper named Nana. I wanted to know If the bio-data provided by the agency correspond was at the maid training centre back at her homeland. April said the interview could only be done during weekdays as she said the training centre at Manner does not operate in weekend. She also mentioned we can come over again during office hour and she will assist us in making the interview. Hence we made an appointment with her at Monday pm. On the following Monday, me and my wife deliberately took time off to visit the agency. I reminded the agency and saying I will be coming over at pm so hoping April could prepare the interview with Nana. At pm, we were guided by April into a small room. She started dialing the maid training centre at Manner but the line was disengaged. She attempted many times but to no vain. She told us to wait and she will check with her Assistance Manager. She returned after a short while and the first thing she does was to apologies. She said the line at Manner was down due to the overwhelmed riot caused between local Buddhist and Muslim residents. I was furious. I told her she should have done her ground check prior before our appointment. Such thing could have avoided and we would not have wasted our time coming to her office. She said now the only way is to wait for the fixed line to resume operation. She added by saying she will fix another appointment again once the line is up. My wife quickly accepted her apology and pull me out from the room to avoid further argument. Episode 3 After interviewing Nana on my third visit to the agency, we decided to employ her. Our last request before making the deposit was that the helper have to arrive by end of July. The reason was, my wife wanted to impart some knowledge on how to take care of baby so she can assist her during maternity period. April confidently said no robber since the maid was housed at training centre and there was no problem with her passport documents. Just one week before end of July, I called the agency to confirm on the arrival date of the helper. April told me Nana did not pass the first medical check-up and now they are waiting for the second check-up result in 2 weeks time. I was too frustrated to accept any apology and explanation gave by her. I told her I demand a refund of deposit if the maid did not arrive on 31 July and I hung up the phone. Episode 4 After discussing with my wife, I decided not to persuade on the late arrival of my helper. Since we have already paid the deposit and she was only going to be late for 1 week, it is really not worth the trouble to look for another maid from other agency. On 5 August, April called me and said Nana will arrive tomorrow so we will need to make the full payment. Nana started working the next day and my wife started to teach her how to prepare confinement food. I was surprised 2 months later, Nana told my wife she wanted to go back Manner as she missed her 4 years old daughter. I immediately called the agency and April told me she was busy and she will return my call later. In the end, nobody call back from agency. I called again the ext day. I told April I would want a replacement since Nana had no more interest in working for us. She suggested that I should try to talk to her and convinced her to continue work. She even have the cheek to ask if I had given her too much work to do. I was furious and demand a replacement. She said the next replacement will only arrive 3 weeks later. I was even fuming by the reply and thinking why such thing could have happened to me. Instead of waiting for the replacement, I decided to ask she Just need a phone to call back home at night and chat with her daughter as she had never left her daughter for so long since she was born. She even said she has no problem with the chores and taking care of my daughter. Therefore I decided to continue employ her till now. 2. Application of FIVE Customer Relationship Management concepts I. Customer-First Culture Customer-first culture forms a good understanding and proactive strategy around customer experience. This allow the customers to connect and engage with each other at any stage of their Journey. Pertaining to my encounter, April should attend to me since I am the only customer left in the office at that moment. Though she knew her colleague who had went out to buy lunch was the one who did the first serving. She should attend to me first and not chatting on the phone discussing on her personal issue. She should at least attempt to come forward and ask if we require any assistance on the bio-data. Source: The Water Cooler Building a Customer-First Culture And Lobed, Managing Director of Client Development Root Inc. It. Going the Extra Mile Extra-mile service is service that goes beyond customers expectations. The extra-mile mind-set involves proactively looking for opportunities to surprise and delight customers. When we go the extra-miles the customers feel special. We do not get a hence to go the extra-mile with every customer, but when it does happen, it can be a lot of achievement to really make someone say wow. For my instance, April knew we had an appointment for interviewing Nana at pm. She should at least call up the training center at Manner to ensure that Nana is available for interview and the telephone line is clear for conversation. What she did was the minimum expectation, by bringing us to a small room and start dialing training center at Manner. Then to realize the line was down due to riot. This resulted in wasting our time as we took time-off for this interview. Source: Customer Service Fundamentals Going the Extra Mile Jeff Sister. Iii. Meeting Customers Expectation To provide good customer service, you need to understand who your customers are and what they want in order to fulfill their needs. Gather as much information from your customers as possible. Try to find out what your customers are buying and why they are buying. When trying to understand their needs, it may be useful to know their concerns or situations as to tailor to meet their needs. I had mentioned to April on why I need the helper by end of July. It was for my wife to impart her some knowledge of babysitting so she can help my wife during maternity period. She was expected to due in September. In the end, Nana could not arrive in time as what April promised. She has failed to meet my expectation on my request. To make matter worse, I was not being informed in advance till I called the agency one week prior before her expected arrival. She should had informed me earlier, in the interim I would try to work something out during her absence. Alternatively, she can discuss with me to work something out like getting another helper who meet my requirements. Source: Business and Industry Portal Customer Service Meeting Customers Expectation Queensland Government. v. After Sales Service After sales service refers to various processes which make sure customers are satisfied with the products or services of the organization. The needs and demands current scenario, positive word of mouth plays an important role in promoting the company. After 2 months, Nana wanted to return Manner because she missed her daughter. When I informed April on this matter, her instant reply was to suggest I do the talking and try to convince her to stay. She immediately push back the problem to me and expect me to self-handle. She even added on by asking if I had given her too such chores and less freedom. Being the agency who I engaged the service from, she should take up this matter and do the initial talk to Nana and try to find out the reason behind. If nothing can salvage the situation, April can alternatively look into other branch for temporary replacement since she knew my wife is currently in maternity period. Instead of doing so, she expect me to wait for three weeks for the next replacement. Source: Customer Relationship Management After Sales Service Management Study Guide (MS) v. The Importance of Empathy Empathy is an important component of customer service from the heart. Empathy is the ability to put yourself in anothers shoes and walk a mile. It is the ability to imagine what it might be like to experience what the other person is. This kind of service has positive effects on the bottom line of the companies that model, train and encourage their employees in service from the heart. Companies that truly care for their customers are generally more profitable than those that do not. It was pretty obvious that April had failed to serve me with empathy since our first encounter to the moment the deal was closed. She knew that I need a helper to assist my wife urine her maternity period and I need her to start work in August so my wife could impart some babysitting knowledge to her. Knowing the importance of my request and yet she did not try to put herself in my shoe to facilitate me. Along the way, April faced some problem with my helper but she did not informed or discussed with me. She should at least show some empathy to my case by valuing my suggestions or opinions. This could also reduce some tension and anger from my dissatisfaction. Source: K R Consulting Customer Service from the Heart The Importance of Empathy. Kristin Robertson, KERR Consulting, Inc. September, 2004