I was talking to a friend of mine just yesterday. In the course of our discussion came up the topic of Customer Service Jobs and how taxing they must be when one is faced with an irate customer.
Luckily, when working at a BPO job, I had never been faced with an angry client, but the reality is there, and one always has the chance of seeing it first hand, as happened when I was visiting a restaurant yesterday.
The restaurant was swarmed with people, and the atmosphere was noisy. A table in the absolute corner had ordered – and paid for – a plate of vegetarian paneer tikka. Instead, they’d been served chicken tikka. Oddly enough, they ate halfway through the plate of it before realizing it was most definitely not paneer tikka. With irritation that could’ve won an audition for some of Shakespeare’s plays, they annouced to the employees that they would not rest till the General Manager had heard all about it. I for one, had better things to do on a weekend, than wait around to see the end of that.
As I was relating this experience to my friend however, he mentioned how he’d spoken to someone working in a pizza joint who had an interesting story along these line. The guy with the pizza job told my friend the following story:
A customer had ordered a vegetarian pizza. As there was only a single pizza knife for both the veg and non-veg pizzas, a sliver of chicken had accidentally landed up on the new customer’s veg paneer pizza.
Holding up the piece of chicken, the irate customer stormed up to the counter and told the employees what they’d done. He demanded that they explain to him why he’d found chicken in his paneer pizza. He also informed them that he’d called the press, and that they were on their way. One employee asked to see the chicken piece.
As the customer handed it over to him, he promptly put it in his mouth and promptly declared that it wasn’t chicken, but in fact a piece of paneer.
By the time the press arrived, I’m told the conversation went something like this:
“There was NON-veg chicken in my VEG paneer pizza!”
“Very well. Can you show the evidence to us?”
“No! He ate it!”
That quick-thinking employee certainly saved the day for his company and I’m sure he was aptly rewarded.
How many situations can be solved with not only quick-thinking employees, but from employees who are quick to take action to resolve negative situations. Are you a quick-thinking employee who is willing to ‘eat’ that piece of problem before it turns nasty? If you are, you’re a resource your company is depending on and you have a skill that will keep you recession-proof.
We know that not every situation can be resolved by eating it. What are some situations you have found yourself in and what means did you use to get yourself out of it? Write about it here and let others learn from your experiences.