Customer Care? What is it?
Another travel in the italian way of dealing with the human beings…
Another time I’d like to show you a picture of a nation that should change its way of working to get competitive, to help the customers and to raise our economy: Customer Care!
Once a friend of mine told me that when he was in the states he bought an item with a little defection. That defection was minimal and does not effects on the item functionality, but he returned to the shop and that item was immediately substituted!
Wow, this is attention for the customers!
Here in Italy if you buy something defective you can start a real calvary to get your rights applied.
I am not talking about Europe: I have bought my laptop in Germany and the shop that sold it to me threated me like I was the only customer they had, giving me everything I needed.
Of course you can ask “Why did you buy your laptop in Germany if you do not know a single word of german?
The answer is Very Easy: Customer Care!
When I phoned to get the prices of the model I was seraching for, italian reseller was one of the worst kind of people I’ve ever met!
- Sorry! The model you are talking about does not exists!
Am I stupid to ask you something that does not exists? - Why do you want that model? I don’t have it! Buy something I have!
What?!?!?! - We should have it, but we cannot tell you its price if you don’t come here!
Why? I’m asking you a price to BUY something! - The “laptop responsible” is out of office. If you need call back in an hour or two!
Thank you, would you like I get you some coffee too?
Yes, you can laugh at this “samples”, but they are true, and when i called for a quotation I wasn’t laughing at all!
Italian prices are High, and the customer care is almost unexistant!
In Germany, following my example, I’ve spent half of the lower price found in Italy!
WOW!
Italian sellers think that the most important part of their job is to sell something. They do not count the customer care. They will never get your money back if the item they have sold you is defective. Maybe they will tell you that they will do a ticket for another item of the same price!
No! I want that specific NON-DEFECTIVE item! And if you can’t get it to me, I’ll choose another shop!
We have to learn that every customer we have is unique, must be threated with respect and we have always to remember that:
The customer is Always right!
but this is not the way it is working now!
Next time you will call some italian shop that will threat you like a monkey, drop me a line, I’ll open a page where I’ll record all the “Bad Shops“.
Lets’ start the pillory! If all of us will do something, we will be able to change the way the customer care is ignored!
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