Expectation

For those gadget kaki who use pda devices in couple of years back, must experience the very suck operation system from M$. The user of pocket pc must experience once the battery juice drop to zero, all the device memory gone. Although M$ fix such problem on the WM platform, but never bring any remarkable technology for us to remember except the synchronization with M$ Outlook

Nevertheless, the WM user still can enjoy some features like make the memory card as removable drive, synchronize the PIM(Personal Information Management) with M$ Outlook. User can copy and office documents to the phone memory card via the removable drive function, and able to edit the content from the phone.

One day, Mr Jensen, a 7 years experience pda phone user, from PPC to WM, wish to upgrade his phone. He visited the dealer shop, asking for M$ platform due to data compatibility. The dealer recommended Windows phone 7 and Jenson is very happy because of the unit design and decided to own it.

Once Mr Jensen reach home, he start to do what he use to do to setup the new smart phone, sync!!! He realize the computer can't sync any data from his lovely M$ outlook to Wp7. He also notice due to lack of the directional pad, he doesn't know how to move the edit marker when typing, and the most important. all his office document need to copy to M$ skydrive in order for him to edit the documents on the go, and he doesn't have any unlimited data package for the mobile data line.

He is not happy after paying for a smart phone but can't meet his minimum requirement. What can he do? He send a dissatisfaction signal to manufacturer.
Below are some questions from Jensen:

1. How to make Wp7 phone as a removable drive so can copy file like mp3 or office documents to it, and able to edit from Wp7?(WM phone can do)
2. How to transfer picture from Wp7 to computer, Zune not allow to transfer?(WM phone can do)
3. How to sync PIM from M$ outlook to Wp7(WM phone can do)
4. How to move the edit cursor during typing?(WM phone can do)
5. How to download apps from computer and install to Wp7(WM phone can do)

What is a call centre's answer??

C1. Perform some registry tweak on the computer, you able to make the Wp7 phone as a removable drive, then you can copy any file to the Wp7 phone.
C2. Please check you computer if any firewall or antivirus blocking the connection between the phone and computer
C3. Please export the contact from M$ Outlook to csv file, import to M$ hotmail.
C4. Please allow some time to check with technical dept, will feedback later
C5. We cannot perform this task, all apps need to install from Marketplace

Jensen still not satisfy because:
C1 not able to detect office documents
C2 problem still remain
C3 hotmail show error, file size too large
C4 problem pending for solution
C5 "Cannot"

Jenson's experience: The agent no good, the service no good, the product no good, the wp7 no good, the manufacturer no good.

Why the product perform as manufacturer's expectation, but Jensen still not happy?
The root cause of this dissatisfaction is Jensen's expectation, not the product performance, thus Jensen start to "blame" the manufacturer, "blame" the support staff, and not "blame himself who make a wrong decision and have the wrong expectation".

So, how are we going to handle such situation?

A1. Quantify and Qualify:
Asking some of the question on user's experience, background etc like:
1. When you purchase this model?
2. Before using this model, what model you use?
3. For your pass experience, what features you like most?

For Jensen, he use pda since pocket pc till wp7, he use wm6.5 before switch to wp7.5, and he like the removable drive and office document support function.

A2. Expectation Management
Base on the above answer, wp7.5 not able to meet his requirement before OS unlock, we need to tell him the truth(honours), tell him the consequences of OS unlock, advise him not to do so if he can't handle very technical situation(customer at the center) and NO MORE WARRANTY due to OS unlock.

A3. Offer
Offer alternative solution rather than standard script of "Cannot". Offer extra help to assist him on achieving his task, not further burden him with extra steps.

After the above expectation are set, then we answer his enquiries:

AA1. By doing registry tweak, you only get to copy media files to your phone as removable drive, in order to achieve or allow document read by office hub, you need a complete unlock OS, but do remember, once the OS been unlock, you are on your own, cause it create potential risk like data leak out, and you get no support on the OS due to it is unlock. Why a lock down OS? It is design by M$ to provide better user experience, if it still open like WM or PPC, data may easily lost due to you misplace the phone, right?(Let user feel you are in a position of helping them, think on behalf of them) Thus it is advice not to do it.

AA2.
Do you have any error prompt? or you maybe need to check the folder which store all the picture, check you picture libraries.
Bingo, the picture all in the folder with the device's name

AA3. The answer same as answer AA1.

AA4.
Just press and hold on the place you like to move the edit cursor, move your finger around, the cursor will follow your movement(Simple)

AA5.
Answer same as AA1.

Jensen happy and thanks me, and promise me will call me once he is in kl, we become friend.

K3K Benta Kaya, Kota Kemuning

K3K Benta Kaya Cafe, one of the traditional kopitiam, i saw the shop then i pass by Subang SS15, they have a branch at Kota Kemuning, newly open!

We decided to have our lunch here, almost full house, and we occupied the last 3 table, check on the menu, order asam laksa, tomyam mihun and fish slice mihun and drinks.

After waiting and waiting, finally my mihun put on my table, i'm so hungry and without hesitation, grab the chopstick, take the mihun and bite.

Ehh, look at what i have:

I immediately stop look really closely, a loose part from a metal cleaning ball, which should not allow to use in kitchen.

I show to the waitress and boss, and the waitress took the part then leave my table, all of them discuss near the kitchen. I lost my appetite and decided not to take any food cause i'm not sure what other surprise will have, and like to see how they handle such situation. I waited till my family finish their food and we pay and left the restaurant, nothing happen!! So i decided remove K3K out of my life and start to tell every one about my experience.

Do you have similar experience? If you are the boss of the company, what are you going to do?? I'll very sure this K3K do not have any customer satisfaction in their score card.

I'll do sincere, offer and surprise.

1. Sincere: Apologize to the customer, admit the mistake done by the kitchen, and promise customer will stop using metal cleaning ball from now on to prevent such situation happen again. A good apologize is sorry comes with a corrective action.

2. Offer: Due to customer already no confident on the restaurant, i'll request customer to give me a chance to do it right, same food will serve and it is free of charge, if customer will like to have others food or drink, free of charge too.

3. Surprise: When customer going to make payment, i'm going to tell customer today's meal is free of charge, give a surprise, and i want further surprise, so i tell the customer, bring the same family members, will serve all the food free of charge for next 3 visit.

You make a mistake, and you show you are sincere to apologize, be friend with the customer, do you think how he going to share his experience to the world?

What is your cost if you offer? 1 family can take RM50 for your food? let say you free supply 3 times, your cost is RM150, with this investment, you get a free good advertisement from customer, worth it or not? If no free good advertisement, you have a loyal customer, worth it or not?

K3K website: http://k3kbentakaya.webs.com/

Customer Satisfaction

Customer satisfaction, is one of the KPI in most of the company's score card. It often use to measure the customer expectation over the product/service provided company. Ever since i work in the after sales service industry, i always get similar feedback from end user such as:

WHY MALAYSIA LIKE THAT? IF YOU ARE IN USA, THE PEOPLE WILL SUE THE COMPANY TILL BANKRUPT

WoW, i'm working for pass 12 years, the above statement always make me admire to be an america citizen, unfortunately i have no chance to visit USA, to experience what is their customer service/ customer satisfaction about.

Due to my nature of work, I've been given opportunities to meet people, thousands of people.  My colleague always ask for a workflow or process in order for them to handle customer properly. Thus i decided to start this blog, as a record for my customer handling experience, to share with them what i'm thinking about customer satisfaction, how i handling those so call "demanding" customer, and how to be a customer to maintain a good relationship with the supplier/service provider.

I am not an expert, all these method may not the best, but this is how i did since it is very hard to have a process to handle different kind of people, in chinese, we said  same rice feed hundred kind of people, 一样米养百种人。

Customer satisfaction is about win win, not customer always right, so i did fxxx customers if they over demand. Yes, i'll fxxx customer cause no point waste time on such people.