As a company that’s always focused on customer experience, we strive hard to make sure every customer is happy and we provide as much information as he/she needs or do whatever our powers limit us to.
Here are two incidents which happened yesterday and we would love to hear from you:
Yesterday we had 2 customers each calling us for Faasos, Ramamurthy Nagar delivery (CV Raman Nagar) and Five Star Chicken , Sultanpalya. As usual we were eager to help and asked them if we need to place an order on their behalf and if they would be kind enough to download our app (MeDine) so that they get rewarded whenever they eat. Both of them (separate customers and different times) shouted on our representative asking why should they hear all these when they just want Faasos number or Five Star Chicken number.
We explained that they had indeed called our numbers and in view of the tie- up we have, we are more than happy to either furnish information including providing the phone number of the outlet if they wish to talk directly or place orders on their behalf and our single interest of helping them is to get them more rewards for eating through MeDine.
The first customer (a man) abused (not bad words but very harsh in loud pitch) our representative asking why should be call us for help (after taking the relevant outlet number) and he doesn’t care to hear anything more than what he needs. We apologized and moved on.
The second lady asked our representative as to why should our number reflect in google search when she searches for some restaurant and she would care a hoot to us. The lady kept pushing our rep saying she should not see our numbers on the internet . Unfortunately our rep was mild and said she can help her with the correct outlet number in case she wants but was not ready to argue with her.
Now, as a business we are NOT into taking telephone orders and neither we do get a single paisa out of any of these transactions. We just incur that extra cost to help people so that they may get help from us and then download our app to check out.
We could very well understand individual frustrations when they don’t get the number or they are in a hurry but being rude and asking irrelevant questions just for helping out ! It will not take us a minute to say that “You called this number and Iam trying to help you out and there is no reason why I should help you now. Go figure out the numbers yourself from wherever and if you care so much as to not have our numbers when you search for a restaurant, reach out to google “. However, we realize these may be bad apples and the epitome of an experience company is in handling such people and even then trying to figure out if there is a way to help them as the objective is not to hurt them back but to help them understand that someone is genuinely helping you .one more brick in building our customer experience building…