When an employee gives incorrect information - 2006/06/01 20:06What is right for an employer, supervisor or business owner to do when staff gives out incorrect information to customers, misinformation that perhaps impacts the customer financially?
Here's an example of what I mean that happened to me recently - as a customer. We had a possible need for repair on utility equipment (we'd jury-rigged a fix that would hold but wanted to be sure things were okay). I asked the person with whom I made the appointment what charge there would be for the technician to come out. She said there was no way for her to know, but that the call would be free, he'd give an estimate of the repair work and so we could decide from there. Completely different story from the technician! Just for showing up - no matter how much or how little he did - it was costing us. If I'd known this, I would have cancelled the appointment.
What would you do as a business owner, employee supervisor or manager when the customer comes to you with this?
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stina
Visitor
Re:When an employee gives incorrect information - 2006/06/02 16:40wow, this is outrageous. To me, the whole basis of customer service is the Golden Rule: do unto other as you would have them do unto you. It never fails. How would the manager or the technician or the customer service person feel if this had happened to them (where they were customers)? it is the same principle.
The manager has two big problems, an unhappy customer (who will tell others how unhappy he/she is) AND major miscommunication to the customer service person and the technician. He/she needs to fix both. His communication problem is NOT your problem; therefore, if it was me, i would not charge you for the service ...and i would make sure that whatever the policy is that everyone in the company knows what it is.
If you decide to confront the manager with this issue, i recommend praying first --not that you get your way, but that what is right and good will be seen by all (the manager, employees and you!). That is the true Spirit of love and justice.
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pwrpuff
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Re:When an employee gives incorrect information - 2006/06/06 20:41I agree with Stina.
Can you contact the company and let them know this issue? Most companies who hear about customer inconsistencies will certain want to bring a remedy to bear and will help you and re-train the employee who might not remember the fact.
Customer service people have to remember TONS of info and so if they slip sometimes, managers have a chance to re-train (and that happens alot).
Hope that helps.
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Cordy
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Re:When an employee gives incorrect information - 2006/06/13 01:00Thanks for your thoughts! This one is going to take more prayer, for sure! Have tried to be in contact with the manager, and did speak with him once (he said actually the person who set up the appointment was correct and that the technician was wrong - more confusion!). Now just have promises of return calls (he, understandably, wanted to speak with the technician about what happened) that never happen, and haven't been able to reach him while he was in.
It's a sorry situation as this is a large, reputable company in this area, so I know that they want to do what is right. We have given them quite a bit of business this past year, but at this point I would say that is all the business they will get from us. But we'll see - prayer will lead the way!
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pwrpuff
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Re:When an employee gives incorrect information - 2006/06/13 21:33You are right Cordy, lead with prayer and you can't go wrong.
It can be hard to suspend personal opinion or view when you are close to a situation but that is just what God impells us to do - listen to Him instead of our human gut.
I know that can be tricky for me sometimes.
You are right to lead with prayer.
Take care, pwrpuff
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--not that you get your way, but that what is right and good will be seen by all (the manager, employees and you!). That is the true Spirit of love and justice.