Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
Donald Porter V.P., British Airways
As bloggers, sometimes it is so easy to bitch and rant when something displeases us. I myself, am sorely tempted to blog whenever bad service or experience hits me. As a rule, I blog only after I exhausted every means to resolve an issue or resolve it amicably with the person concerned. Wearing the hat of a small business owner with an online business, I’m going to be unhappy if my customer blogged about my services without having gone through the help desk or given me a chance to resolve the issue in a timely manner. It is one reason I am patient with customer service because I know how it feels to be on the other end.
Now, I also know my consumer rights and am quite assertive. My daughter calls it my bitch powers. Don’t think bitch power is about being mean or demanding. I’ve used it before with MERALCO. It means knowing my rights and being assertive. Let me cite three recent examples that started with a complaint and ended with a positive resolution.
1. Amazon purchase and DHL
Last December 2008, I ordered two sacred songs CDs and a DVD for the Candle Light ceremonies of my grief support group. Since I wanted it to arrive within 5 days, I chose the express mail.
1 CD Angel Voices (Libera) $13.99
1 DVD Angel Voices: Libera in Concert $14.99
1 CD New Dawn (Libera) $16.98
Item Subtotal: $45.96
Shipping and handling: $41.96
Here is that Custom duties statement