Let’s catch up a few things today.

First, I love movies and let switch on Hollywood Shootout for inspiration with the success stories of Steven Spielberg. I learn something new from him today, “NDE” New Death Experience.

I took a half day off today to slowly clear off my leave, I definitely will not be clearing 100% by the end of December I should still have 12 days of leave to burn goodbye for 2007.

I was praise by a customer yesterday. Frankly, I haven’t received such a heart warming and sincerity comments for a long, long time!

He said that I was very professional in the conversation and has an excellent attitude in handling his request. He likes to know where I got the training and what university I go to.

Training? Nope, for the pass 10 years! For me, my current employer teaches more on theory rather than hand on and I attend more training on how to handling people or should I say “people management” rather than customer service. However, my current company do impose penalty on cases like mis-selling or mis-representation.

My personal interest is always on customer service and training. I work for McDonald’s for 7 years, my every day life is to make customer happy and I love my job because it makes me happy and feeling great when customer keep coming! Why work in McD? The truth, I don’t really have a choice at he age of 16  McDonald’s was the way to go because meal was provided and if you work night shift some time I could sneak home some chicken or burger for my sis and bro at home. (No, I don’t money to buy for any of this “luxuries” foods.

I always tell my self to serve the customers “fast and friendly” make them smile that’s the greatest gifts money can’t buy. It’s priceless!

I like to share with you my very own personal experience how I turn an angry customer who end up only to respect me and only ask for my service every time he drive in for his meals for take away.

11 years ago, I was on the evening shift when a not-so-good-mood customer drives in and ask for a 3 pieces friend chicken for take-away. I took his order and I ask him if he likes to have a dessert to go with and that’s when he sarcastically told me off “do you see me requesting for one?” I said “Thank You and I’ll be right back with the order” I run in the restaurants and ask for the order and the production controller told me I have to wait for 15mins. I run out side and told the customer and I can see the long face already. I do understand the “pain of waiting” he is experiencing.

What happen next was worse, customer unable to wait for the order and started shouting at me with all the F words and I was in the shock and I couldn’t remember every word he said but I remember very well I apologies to him and said “Thank You” to every curse that he thrashes at me.

The last moment of his scolding and shouting he manage to ask me “why you look F**king stupid by only answering me thank you? I want my order and I want it now!” he reminded me that, take-away-order should be given priority, 10 minutes is the company’s policies and make it happen!

I again said “Yes, Sir! Thank you. Your order is up and I’m getting it for you now”. I run in and run out with the order on my hand and was still at the stage of shock I quickly grasp packets of ketchup and hand it over to the customer in a bag.

He looks inside the plastic bag and shout “I ask for chilies you stupid!” I said “Sorry Sir! Here’s your chilies packets… thank you and please do come again, sir!” (Malaysian loves chilies more than ketchup because spicy foods is the norm here)

I can hear the squeaky sound and he drives away real fast.

The next day evening was a great day and I took my day off. My friend replaces me on that “honk-honk booth” and this same customer drives in and asks for me and than drive away. My friend told me the next day a customer is looking for me and she seems angry at the customer because the customer didn’t allow her taking his order and drive away.

The next day the customer drive in and actually apologies to me of his bad attitude and said that he really respects my humble approach and he admire my patience and give me a smile.

I said to the customer, “Thank you Sir, I’m still learning and I’ll do my best!” he smile and says “yeah! Thanks”

When a customer praise you, you have did something right and you earn it. Every customer we dealt daily is interested to have his/her concern taken care of without questions ask. Understanding, support and super sensitive to their needs are the key.

I hope you like my story and I normally share it with my staff to inspire them not to give up on hard customer. If customers just take it on you, please say thank you and smile… you will make their day or at least it helps them to get over their problems. Do not fight back or disrespect them even if there are wrong.

“Customer is always right! Even when they are wrong they are still right”

So which University I went to? I don’t go to any University, I work my way up and I love my job even if I don’t. To achieve better result, I do my best to improve every day.

I’m so happy to received the positive comment by the customer I met yesterday. I should say, not many manager these day get to be praise by a customer. He definitely makes my day!