Customer is Always Right..The Finale

Ever had the feeling when you don’t feel 100% good when your wish was granted? I didn’t pray that hopefully our principal would replace the backpack (which I normally should for his favor) but I prayed that the right thing would be done. Just got an email from our principal that they will replace the “kids” backpack in spite of. We would be advancing the pack from our stocks first and provide the kid a new pack. Although the pack will be replenished from our stock, there’s lost still since we already paid for the freight. I can just imagine his face while he reads my email:

Dear Sir,

As our valued customer, we are glad to inform you that we will be replacing your pack. Kindly let us know when you plan to pick up from our office so we can prepare it. In case I'm not around, please look for Regine. We hope to regain your trust with **.

I hate imagining his face carrying a sinister smile that he was able to take advantage of us. I conclude that a customer is always right after all. Uggh! My position as brand manager thought me not to reason out though am positive I’m right since its pointless – thus swallowing my pride; face obnoxious customers and still wear this ‘sweet-smiling’ a.k.a poker / plastic face =) – thus prolonging my patience; and learned the value of brand equity – thus be aware with my actions. You see, the customer wouldn’t remember my name but the brand’s. It’s the brand that will be damaged, not me. We should apply this same scenario in our life. When we encounter situations like when our boss scolds us, bear in mind that your boss is not mad at you, but with the situation. Learn to detach your emotions from the situation; to look far and perceive the consequences in case you acted indifferently. Surely I’m a long way still but I’m glad I acted accordingly. Finally, I could put a period on this tale and publicize “For hire: Customer Service Representative. Must be well-verse, amiable, and patient” Hee =)

Customer is Always Right...Part !!!

I just met the irate customer claiming for the backpack that wasn’t bought from us. I honestly wanna smash his face! Stand back, I'm becoming violent =) I thought he agreed already that the shop where he bought the pack will help him instead. He even thanked me for helping him blah blah. I even got emails from our principal last week regarding this matter and proudly told them that the case was solved already. Rewind: He wrote an email to our principal that we didn’t even bother to help him. B.S! I went out of my way to contact the shop and insisted to accommodate this skinny, helpless, hippie, tiny but ‘cute?!’ guy! Hee =) Now this ‘boy’ (he looks young, early 20’s) is now insisting his pack to be replaced. He was just insisting it to be repaired before. So abusive! He even mentioned that he’s an influencer and that the brand’s image is damaged already in his circle and he will buy from our competitor from now on. Damaged has been done already so what’s the point of our conversation?! Where did he even have the idea that the pack has lifetime warranty? Anyways I acted professionally as I could while wearing my poker face, and my arms crossed. Hee =) Told him we can’t change his pack because it’s honestly our lost since our principal will not replace it too. The best we could do is having it repaired. Our principal advised him to send the pack to them. He knows this will be very costly. So again like an angel, I offered my assistance and told him I’ll help him insist from our principal to have his pack replaced without needing to have the pack sent. I’m positive too that once our principal evaluates the pack, they will not replace it since it’s not a factory defect; it’s a wear and tear issue. I just emailed our principal and persisted to have the pack replaced since he could bad mouth the brand’s image in his loop. I didn’t mention that the pack was not a factory defect either. The other side of me wants the pack to be replaced because it’s positive for the brand. The other wants to simply forget this issue and make him feel awful. I don’t want him to be bragging around that his pick was replaced though it’s not supposed too. But in the long run I guess it’s a bigger lost for me. Not because of him of course! But in his circle where he exag his story and bad mouth the brand. I’m loving this blog =) I usually either call Cha or my cousin whenever I have rants. I pour my rages while they patiently listen and laugh inside. At least, I have a new outlet now. I don’t have to bother them =)

Techy for Dummies

Back in high school when our teachers required us to read literatures, I always thought that books should be available in voice format. I’ve been discovering recently the wonders of technology. I’ve learned to set up my own i-Tunes (ahya used to load my iPod); create my own blog site (with the help of D of course); download torrent and mininova (courtesy of our MIS). I remember the first time I downloaded an audio book (which was just 2 weeks ago). Can’t even understand how big 200mb is. I mean how do you visualize that? I was expecting to download the file in just 15 mins. at the most but it took more than 3 hours. Some techy ppl assisted me step by step. Had an interesting conversation with JC too. Is being techy or learning all these things a component of the left or right brain? I was questioning that because I have to train that part of my brain. Why are these stuffs not thought in school? I asked him how he became computer savvy. He just said he was into computer since grade school. But we attended the same school! How come I don’t know these things? I don’t even know how to utilize my virus programs, what spy wares or lavasoft are. That’s why our MIS set up my antivirus to scan automatically. How do you formulate and program a+b=c? JC laughed so hard and corrected that it should be c=a+b. Huh? This confused me more. What’s the difference? He’s probably questioning how I passed all my computer program classes. Well, I have a set of ‘helpful’ friends. D on the other hand suggested I should create a site counter for my blog site. I tried really. I came across an instruction that I should copy the details (looks like a formula to me) and paste it to my HTML. Ah ok.. Well you know the ending. I failed again. Guess I have to stick with the traditional first. I don’t know if I’m analyzing too much or not thinking at all haha. I just don’t get the idea.

Even though I can’t comprehend how these works, I appreciate technology so much. It has truly evolved and made our lives easier. From the 5” floppy Verbatim disc, it shrinked to 3” compact floppy disk, zip drive, CD to USB. I like the idea of Nintendo Wii too. Haven’t played or seen the actual though. Just heard about it. How does it work? Is it sensored like Bluetooth? And how does Bluetooth works? Through laser or electricity driven? I mean how can one object identify another 100 ft apart? Even texting? How does the message travel? Where does it go? How can you receive text message in just a sec.? Gee, I just have tons of questions. That’s why I’m recommending you guys to compose a book entitled “Techy for Dummies”.

Going back on being a sucker for audio books, it’s just amazing! I can listen and learn while driving and stuck in traffic, strolling the mall, lifting weights at the gym, waiting on long lines at the supermarket, even taking a bath and eating. Yap, I’ve been carrying my iPod around. How I wish though that wireless earphones would be invented. I believe there is but it’s too bulky and it looks like an earmuff. I want just the 2 pcs earplugs. Then I could leave my iPod several feet away from me while I do my workout. That would be wonderful =) And probably in the future, instead of listening to audio books, knowledge could simply be achieved similar to the movie Matrix. A socket was connected in the back of Neo’s skull and allows knowledge to be uploaded directly into his mind. CooL! Or better yet, I can just take a tablet. Hey I think this is possible! Medicine can heal us physically, then why can’t a tablet educate us mentally? I’ll wait in a few years.