For this week's post, I interviewed Kim Hartley, my mom, about a real life customer service experience that went wrong. She and my dad were going through the final processes of buying a car when they ran into problems. Their entire experience had been good up to this point. The sales associates were very nice and helpful, but what happened next shocked them both.
They were talking with the financial manager who was trying to force them into purchasing additional items that they did not want. They told him numerous times they did not want the items, but he continued to pressure them into purchasing the items. What ensued was them going to an outside financial source, which turned out to be better for them in the long run.
The next day, my mom called the manager of the dealership and explained how they had been treated the day before. She told him that they were going to go to an outside financial source and would be back to sign the paperwork. She also explained to him that she did not want to have to deal with the same guy whom they had dealt with the day before. He assured her that the paperwork would be ready and there would be no further problems.
When she went to sign the papers, the manager himself came out to apologize to her in person. He handled the situation with a high level of professionalism that impressed her. Because of the way he handled the situation, they both felt satisfied with their purchase.
This situation illustrates both sides of customer service. The way a customer feels about the service they receive all depends on the associate. That is why it is so important for an associate to do what they can to help their customers.
-Katie Hartley
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