CUSTOMER INTERACTION.. WHAT'S IT LIKE?

The voice of the Chief in the Client's Chamber was heard loud..

• "We sent you the message about the rectification required 2 days back. The flight takes just 2 hrs to come here. And sure, you really are in time.. 48 hrs later!

• Having arrived late, you waited 2 hrs doing nothing to have my go ahead signal.. Great!

• It looks you are tired of the long flight journey. Why not rest for the day and start the job coolly tomorrow?"

The 2 engineers already tired of continuous work at their place, kept their cool and soon got into the rectification work in front suggesting a change.. Listening to that, the Chief made a sarcastic comment,

• "I got a message from your company that the Expert Team is coming to attend to this rectification work. The other day, the non-Technical man of our Group exactly gave the same suggestion!" 

The senior engineer keeping all cool very politely said,

"Sorry, Sir for the inconvenience. Right now, we are on the job and it will be rectified in 3 days. I request you kindly bear with this problem till then. I very much apologize for the delay from our company side!"

The Chief got cooled with those words, the work started thus, the engineers had put in their whole and soul into it and finally brought it to an acceptable level..

Having finished the work successfully on the 3rd day evening, they were preparing to return to their hotel, collect their luggage and travel back..

The Chief suddenly smiled and said with all warmth..

• "Am going home that side only. Come.. I'll drop you in my car!" 

The engineers couldn't believe his benevolence and were wondering whether that was again a sarcastic joke. Initially they politely refused the offer but the Chief insisted on giving the lift and finally they couldn't say 'NO' to that as it might attract his dissatisfaction once again..

Soon with the 2 engineers in the Chief's car, the vehicle zoomed past and covered half distance till a T Junction was reached. Meanwhile, the Chief never kept quiet, got some informations from the engineers at the back of few promises for supply of some extras. The engineers quite relaxed with the sudden rapport, readily agreed to all that without a second thought..

As the car reached the T-Junction, the Client saying with a smile,

• “Sorry Boys! I've to go left here. You can easily manage from here!”

Quickly dropped them off and zoomed past..

The engineers were in their own lighter mood for a while for finally making the tough man happy. As they stood there thus for a while and started looking out for the usual 3 wheeler transport , they in no time noticed that they would never get a transport from there as the regular vehicles plying in both directions were full all the time..

They had no choice other than wait for a long time to get a vacant vehicle, walk down half way to reach the Town Center or walk back half way to get the transport at the starting point. They preferred walking to the destination and thus slowly walked down 1.5 km with their heavy bags on the back!

In the end, the engineers were wondering within themselves,

“Did the Chief really help us or made us struggle to reach the Town Center in addition taking few promises of extra work from us?”

Keywords: CUSTOMER, CARE