What really need fixing here?
A few months ago, my working place’s printer needs fixing. According to the guarantee, we have to send it to the service center for, yes you guess it, haha, servicing of course.
When I was there, I realize that the service center is such a posh place. And we have to take a NUMBER and wait for our turn. Wow, feels as though I have gone to the hospital. Hmmmm… actually come to think of it, it is a hospital of another form. Haha!
Well at the service center, there is a coffee machine and a refrigerator full of ice cream. (Cheap ones, of course) There are terminals for you to catch up on your business and emails as well. I was overwhelmed by what I see. This is my first time going to such a posh service center. Talk about wholesome customer experience.
Another time, I needed to contact another big electronic company. While calling up the company, I told them I had to wait a long time just to speak with an operator. They say, that they could not help it because there were a lot of calls coming in. No wonder they call it a “Hotline” Hahahaha!
But if you look at such thing from another point of view, you mean these big companies do not have any quality control or management? I was like, wow, you mean the quality of your products is poor until there are a lot of people coming in to get their products fixed? Haha! And for a customer phone line that is available for those who need to fix their products, to be labeled as HOTLINE???? What has happened? I thought the teaching of Six Sigma has been going on for some time and big companies should have adapted to a large extent right?
But from another point of view from someone who is sending your product back to the company for servicing, if you come across such a company whose service center is very run down, dark and dilapidated. I guess that may be the last time you would buy any product from such a company. The hardware of a service center is also as important as the software of a service center. The hardware would instill a certain amount of confidence that your product would be fixed and the software of it makes the whole experience wholesome and good. Both hardware and software would actually make the customer feel better after the possible inconvenience that could be caused by the breakdown of the machine. But I think, a company should try not to clutter its service center with a lot of people. To me it instills an impression that the quality of products generated by this company SUCKS. So many people are here sending their machine for servicing. Haha! Hope this is good information for would-be and current entrepreneurs.
Cheers! (I hope never to call another hotline again! The time, money and inconveniences caused can be huge. Haha!)
When I was there, I realize that the service center is such a posh place. And we have to take a NUMBER and wait for our turn. Wow, feels as though I have gone to the hospital. Hmmmm… actually come to think of it, it is a hospital of another form. Haha!
Well at the service center, there is a coffee machine and a refrigerator full of ice cream. (Cheap ones, of course) There are terminals for you to catch up on your business and emails as well. I was overwhelmed by what I see. This is my first time going to such a posh service center. Talk about wholesome customer experience.
Another time, I needed to contact another big electronic company. While calling up the company, I told them I had to wait a long time just to speak with an operator. They say, that they could not help it because there were a lot of calls coming in. No wonder they call it a “Hotline” Hahahaha!
But if you look at such thing from another point of view, you mean these big companies do not have any quality control or management? I was like, wow, you mean the quality of your products is poor until there are a lot of people coming in to get their products fixed? Haha! And for a customer phone line that is available for those who need to fix their products, to be labeled as HOTLINE???? What has happened? I thought the teaching of Six Sigma has been going on for some time and big companies should have adapted to a large extent right?
But from another point of view from someone who is sending your product back to the company for servicing, if you come across such a company whose service center is very run down, dark and dilapidated. I guess that may be the last time you would buy any product from such a company. The hardware of a service center is also as important as the software of a service center. The hardware would instill a certain amount of confidence that your product would be fixed and the software of it makes the whole experience wholesome and good. Both hardware and software would actually make the customer feel better after the possible inconvenience that could be caused by the breakdown of the machine. But I think, a company should try not to clutter its service center with a lot of people. To me it instills an impression that the quality of products generated by this company SUCKS. So many people are here sending their machine for servicing. Haha! Hope this is good information for would-be and current entrepreneurs.
Cheers! (I hope never to call another hotline again! The time, money and inconveniences caused can be huge. Haha!)
posted by Strategist at 8:45 AM
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