Customer Service - Customer always right?

Long time didn't get in to wrtie something. Sometimes confused whether still I am able to write. But, here I proved that I still can do it.

After graduated from university and start on with working life, there is a thing, I keep on asking myself and even attending some courses to try to understand about it.

Yes, 'Customer Service'.

During study life and homeworks, I trust and bet every university & college, no matter what field you are in, it involves business, it involves money, and your boss & client are GOD. Every single little thing we do, MUST fulfill their need; if we fail to do so, we are the one who is goes wrong.

Customer Service is the FIRST priority no matter what business you are doing, this always hear from lecturer, supervisor, superior, boss and even some hear the own voice on this.

Is that true? I think it 'was' true.

Do we still need to depend on customer satisfaction level and make it our first priority aim & goal?

Nowadays, there are plenty, plenty of products out in the market. Some are niche, some are mass, some even nobody needs it. No matter what product or service, customer need it or not, it is not important because we 'educate' them to use the product and service where the advertising & promotion take place.

For example, toothpaste, my family use 'c' brand. However, when 'd' brand giving out free gift with purchase, trust me, human are greedy, you may tends to look and relook on it, where some will grab one or two just because you think it is worth for it. And, when you reach home, the product you just brought is placed in the store and you suddenly realise you don't even use or need it. this is the power of advertising & promotion.

In this case, can we return the product to the store and get back our money with the reason 'customer always right'?

Please wake up! Customer is always stupid! Therefore, businessmen & marketing people try to help and educate everybody.

Previously, all the business move towards customer satisfactory. Customer say 'no', you need to change and move faster to make them happy. It makes the business hard to survive and profitable because they are same category and similar products always beside yours. Customers are human; human never feel satisfaction. You want to make your client 100% satisfy with your product, thank god, if your company and product still in the market.

So, now, change the mind set. My product & service always right! (It depends on your product & service if it is really good)

Educate the customers. They are not that clever to teach you how to improve your product and service. Educate the customers, make them follow your rules. Educate the customers, inform them your product & service is the best.

No doubt, at the beginning stage, there must be lots of rebound. But who cares? Now, business should be make your own PROFIT as the first priority. I raise my product & service price because I believe it is worth for that. I increase the product & service price because the economy is bad.

Some may disagree on this issue. Ask yourself, the leader of the service category is? In my opinion, prostitude is the service leader in the category. (please ignore the legal issue at this moment) They make their customers satisfy; but while the customer complain on the service after the sales, can the customer just walk away or just pay as-much-as they think is worth? Come on, this is a realistic issue. I give you the service, and I must get back what I expected return; you not satisfy at this time, please make the arrangement for the second time.

Petrol price increase, residents never make noise on that? And the result is? Price up means up, no matter you agree and satisfy or not; you can choose to use it or refuse, but you still need to pay for it, in indirect way.

Fast food restaurant, they change the menu few months once, the price seems like the same, but the value of the menu set is definitely more expensive than previous. Can you complain on this? Sure, but you either continue to purchase it or ban it. It is your choice and the business is still goes on, as you are only one, you are never be able to represent everybody.

So, is customer still the one who is always right? You have your own judgment, so as I.

Who are you?

An incident came across my mind and make me to have a smiling face. This incident happened few years back, about 3-4 years ago (2005).

Remember that night about 7pm, after a movie at Time Square with 4 of my friends and ready to drive them home. I received a call when we were driving out the parking and waiting for parking payment.

The memory still fresh in my mind. As usual, I pick up the call and answer. The guy at the other end said "eh Liew, can you come to TM Tower now, my motor is out of fuel, can you buy me some?" I answered "I'm now in KL, and I have somewhere else to go. Can you call other friends to help?" "Ah, ... like that ah ... I call others la..."

The content of the conversation almost there. However, the call last for 5 to 6 minutes. Until the moment I end the call, I laugh. My friends asked me what is so funny about. I said, even after I end the call, I still don't know who is the one on the other side. They heard, and laugh, too.

But for sure, the guy (confirm is a male voice) should be my secondary schoolmate. As those who call me with my surname, only those few. I have asked around who study nearby but none of them admit they made the call to me.

Then, will there be a chance friend from college or university? My answer, IMPOSSIBLE! My college or university mates all call me by name and not surname. Furthermore, the way the guy call me seems like we knew each other long long time ago. My relationship with those collegue & university mates are not as close as until can shout for help. We met only while there has class.

It is a mist to me, until today. First, I was unable to recognise the voice's owner during the 5 minutes conversation (I am pretty good in recognising voice, at least it is in good condition at that moment). Second, the call doesn't appear the caller name, obviously, he is not listed in my friend list.

Due to this incident, I always remind those society members especially the junior, please do the following when you made a call:

1. Identify yourself. Who are you. You name.
2. Ask whether the receiver convenient to talk.
3. Calling purpose.

It sounds like very simple and a bit nonsense. But, think twice, if someone call you, ask you damn full lot of questions, tell you the purpose of calling you, but never clarify who is he or she, what's your respond? It can skip and jump straight to the main point if the caller is your close friend or family members where you knew who they are.

Please don't 'presume'. Presume others knew who are you; presume other have saved your name and contact in their phone list; presume everyone is convenient to have long conversation with you all the time.

I do the 3 tasks above whenever I made a call even the client I have conversation for few times. This made me flash back that the client scold me when I tell her who I am, as she said she already knew the call is from me. but, what's wrong the sentence after 'hello' is your name?

No matter how important and urgent is the conversation you want to make, without clarify caller or your identity to the receiver, it is meaningless & communication breakdown. At last, the caller might make a wrong or fraud call.

The call I received, is the guy really need my help or it is a trap, I have totally no idea at all.

Creative + Recycle

After some time that I have the idea of doing something on my own with the use of the recycle items.

An image came across my mind last few days. It was a table lamp. Yes, it is a table lamp.

I tried to imagine and flash back the image on that night where the image pass thru my mind. There are severe possibility for me to act it on. At last, its final outcome is hold by me.

Then, I work it out (or call it illustrate) in a 3D program. However, the illustration based on the image in my mind, I think it is too simple. Therefore, I added some 'useless' decoration on it.

The main source for this table lamp is recycle CDs. I have it few months ago but hold it until my mind told me, it is time for it. Well, I took the step to buy other necessary materials to made up the table lamp, which is ... the lamp (with bulb).

Fighting with the time for about an hour, my new partner of my room is born.

Here his look:

Creativity, of course, nothing much for that, but is origin.

It is simple. And, maybe there are people says that 'I can do one better; yours too simple, can make it better'. Yes, who doesn't know that mother always a woman? Talk, always easier than do.

Just a simple and quick one, I made up my new table lamp ( of course it is used for decoration purpose only) from recycle CDs.

Actually, before I execute and made up this table lamp, I have the idea of making one since long long ago; at least 6 months ago. However, until today, I act on it.

No doubt, executing is important than talking & thinking. Action, is the only way to make things done.

A Whole New Year 2009

Year 2009. It gives HOPE!

Everyone hope that the economy getting better. Everyone who work hope that they can remain in their position. Everyone who study hope that holiday never ends. But, someone like me is looking for a hope, a hope to grow own asset.

Yes, economy goes up and down, most of the time went down never climb up since 2008. From the point of view of some experts, the economy seems to be start recovery earlist by mid of 2009.

About half a year start from now, the time for me to prepare, as well as time for most of the old & new investors to study the stock market. Although nobody hope to see and want the world economy crisis to happen, but nevertheless there are groups of people ready to.

Why? As far as we know, from print, history and other records, economy crisis seem to be happen every decade. Unable to deny that there were great lost in the aspect of financial, especially those who own a lot of stock.

Meanwhile, there is a chance and a hope. A chance for those who have saving to be participate in the stock and investment. A hope for those who have extra money, willing and ready to be rich. During my gathering with some friends, most of us agree that this is the chance for us, the younger generation group to grow our asset, potentially. As we understand that, if we miss the chance right now, we might need to wait for another 10 year.

Economy crisis is good? or bad? I mean, it depends. Depends on every individual how they perceive the chance & crisis. I would prefer to see it as a new monopoly game where everyone start from a basic cashflow and at last, be rich or stay in the game, be your hand.

How to write a resignation letter?

Received this email last two days, I found that it is very interesting. Here to share the article.

In order to write your resignation letter, you may refer to the following:

Short but not formal one...

A bit formal...
Formal one...
Or you may choose this one...

Money No Enough 2

It is another great movie from director Jack Neo.

Those who watched the 'Money No Enough I' which was a movie 10 years ago, should have a thought like me that 'I won't miss this movie'.

10 years ago, the movie 'inform' & 'remind' us how important is money, life without money and the correct way to earn money.

10 years later, today, Jack Neo try to film the movie - what makes you poorer than no money...

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Mark Lee, one of the main actors in the movie that I feel his acting skills has improve a lots and a lots... From the previous movie 'Ah Long Pte' - he acted as a funny character, whereas in this movie, he is serious yet able to act as he is the one, a real person, without acting.

Jack Neo's movie always the success movie. From my view, besides his style of shooting scene & slice of life, one of the success points is - he know how to educate and improve his group of actors. As we can see, from the previous movies, all the actors in Jack Neo's movies, their acting skills become better and better. I even unable to believe that they are the same group of actors when I re-watched the 'old' movie.

Those who interested to know more about Jack Neo and his updates, you can visit his blog at http://blog.omy.sg/jackneo/

Once again, I would like to congratulate Jack Neo for the success of this film and awaiting his great coming movie.

The Mummy 3

Just watched the Mummy 3 last Friday at Ipoh.

Well, the cinema facilities compared to KL are slightly 2nd grade. Even, the audiences, brought in the baby to watched this movie as well - keep crying during the show. The worst is, the person beside me brought her little daughter and the little girl keep talking for the whole show! (-.-") Sigh~

Back to the movie, the storyline is not much meaningful, for me. The greatest and its selling point for this movie just like others action movie - CG show. p/s: CG = Computer Graphics.

In view for the graphics, it is great; especially the morphy. (3D effects that changing the character visual appearance to the other appearance like monster)

Not much description for the movie here, and for those who interested for this movie should buy a ticket and watch it yourself. (~o~)