I have kwento.
My officemates and I were dining at this famous chicken restaurant. When the drinks were served, it was weird because all the glasses given were babasagin except for one na nasa paper cup. My officemate asked the girl waiter about it.
OFFICEMATE: Bakit sa akin paper cup?
WAITRESS: Baka po kasi yung Bruno Mars meal ang inorder niyo.
May Bruno Mars meal? Medyo soshal ng slight dito. Wala naman kami sa fastfood.
OFFICEMATE: Hindi. Ang inorder ko ay ito. (pointing to the menu)
WAITRESS: Baka promo yung meal na kinuha niyo.
OFFICEMATE: Promo meal ba ito?
WAITRESS: At hindi.
WAITRESS: Bakit ho, may problema ba sa baso niyo?
That was the time I spoke up.
ME: Walang problema. Tinatanong ka lang namin bakit iba yung baso niya dahil weird.
Being a head of a customer service oriented department, I get easily irritated with bad customer service. The waitress should have not used the words “May problema ba sa baso niyo?”. Parang nanghahamon ng away sa kanto eh. I always teach my staff that no matter how annoying the client is, habaan dapat nila pasensya nila. Be courteous all the time regardless kung gaano ka-salbahe or irrational yung client. I tell my people to be genuinely helpful. Hindi plastic. Mas nakakairita din yung insincerity.
However, I tell my staff that if minura na sila or if binastos na sila, ibang usapan na yun. I taught them if minura sila over the phone, they have to inform the client that there is no need to say bad words and once they say it again, they will terminate the call. If minura sila ulit, I allowed them to put the phone down on client. Heller. As a human being, you have the right to be mad. Pwede kang magsisigaw sigaw diyan. But you do not have the right murahin ang ibang tao. If face to face naman, I tell them to leave the client without being bastos if ganun na ang client. Tell the client to cool down first and just call them if they still want to talk.
I realized in all businesses, customer service is very important. You can have the best product there is but if the customer service sucks, the customers will go elsewhere.
Another example is when Wowa, Anika and I dined at Mazendo Restaurant at S Maison. I will never forget that day.
Before we decided to eat, Anika threw up big time at the toilets. Awang awa si Wowa. Feeling ko there was something that made her tummy upset. Anika was latang lata so I had to carry her. We went to Mazendo t because we figured they’d have noodles and soup which will be good for Anika. We sat down and the waiter got our orders. He said that the food will be ready in 15 to 20 minutes.
30 minutes after that wala pa din our food. Wowa followed it up. Nakita namin silang nagkakagulo.
The fuzz. Nakalimutan nila lutuin our order!
Wowa was starting to get angry. She was so hungry plus Anika was whining already how her tummy hurts na and wants soup.
I called the manager.
He arrived and pinagdudahan ko pa ng slight if manager nga siya kasi ang bata and mukhang bubugoy bugoy. He showed us his ID. Manager on duty nga.
I told him what happened. I told him namimilipit na anak ko sa sakit ng tiyan. You know what he said?
MANAGER: Ma’am sorry po talaga. Lalabas po ang food niyo in 5 minutes. Ako na po ang aasikaso sa inyo.
He went to the kitchen and got busy. I know because the restaurant had an open kitchen so kita mo talaga everything that is happening inside.
Anika’s noodle soup went out of the kitchen in 2 minutes. Our food arrived in 5 minutes. The manager gave us a free drink.
Yan ang customer service, mga bakla. We cannot guarantee that things will always go the right way. But if nagka-bulilyaso, you should step up your customer service.
If you go shopping in SM for example, you will see that the salespeople are trained well. Kahit na tumatakbo pa yang salesman, if you ask him something, he will stop and he will accompany you to somebody who can help you. And then he will start running again towards anywhere he was going. They are very accommodating. Like magtutulong tulong pa silang lahat just to help you find that thing you are looking for.
Try niyo naman sa Landmark. The salespeople there naman need more training on customer service. I asked where I can find a certain product, they will say, I don’t know. That is bad. Never say I don’t know to your clients. Try to help them find it. Or ask somebody else. Mapakita niyo man lang na may empathy kayo sa customers. Sometimes naman when I ask them for something, they will just walk away expecting you to follow them (without saying anything and with their hands at their backs ha). Tapos pagdating niyo in that aisle where the product is supposed to be tapos wala, sasagutin ka nila ng, “Wala po kami.”. It’s nakakawalang gana kasi wala man lang rapport.
Eto sa Divisoria pinaka-wild. I went there with Alvin. I spent 15 minutes picking and choosing the items that I’d like to buy. Maliliit na items lang. Pens, paper clips, mga anik anik. Ang dami kong napili. One basket was not enough for all the things I wanted to get. When I was about to pay, I made tawad. Ayaw. Alvin made tawad. Ayaw. Alvin said, sige na, kahit piso lang, para masabi na nakatawad kami.
The owner would not even look at us.
ALVIN (to me): Ibalik mo na yan lahat na yan Babe. Wag kang bumili diyan.
I did a mental computation on my total purchase sana. Aabot siya sa Php 4,000. Dahil sa piso, nawalan sila ng benta.
At dahil din sa piso, nasayang oras ko sa pagpili hahaha! But naka-support ako kay Alvin. The owner of the stall was very stoic. Wala siyang pakialam sayo.
You see, genuine customer service is very important. I am not saying to always give in to the clients. We don’t do that too. We have a company policy and rules to follow. But we make sure maayos naman ang pakikiusap.
This is also a good lesson for all of us as customers. Let’s not be salbahe to people who are serving us. Tao din ang mga yan. We have the right to get angry but we should not be mean. Well anyway, kung magwala wala ka naman diyan, it reflects on your own personality and not that of ng kinakainisan mo, right?
O tara, shopping na tayo pa more!