How Little Miss Grumpy Pants Damages The Dell Brand
I purchased a new Dell computer the other day.
I received a phone call the next day to confirm all of the details prior to being charged. Once that was done the Dell rep then tried to sell me an extension of the warranty.
The woman on the phone was very friendly up until the time I said "No thanks" to the warranty extension.
Then she was very grumpy and short. Little Miss Grumpy Pants.
Which Experience Would You Remember?
Everything about the purchase was a positive experience until the very last thing. Guess which experience I remember?
Sure, try and upsell products and services if they're of genuine value to the customer.
But don't get angry with the customer when they say "No".
- Because they're a customer.
- And they have family they might tell.
- And friends they might tell.
- And a blog they might write on :o)
Brendon
Labels: customer service
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