Updates abt 2 Customers

CUSTOMER 1

This morning, the first few calls came in. Then follow by this customer called Jerry.

Marcus : Good morning DHL this is Marcus how can i help you?

Jerry : Can you tell me your GM's name and FAX number?

Marcus : Whats this regarding.

Jerry : I want to make a complain.

Marcus : Hi Jerry, i cant escalate this way. Are you able to go to our website to make a feedback or complain there as we have higher management who will attend to it.

Jerry : Why cant you give me the name and number? I wanted to write to your GM. Is there a problem in telling me your GM's name and fax number? If that;s the case, I will quote your name, Marcus rite .

Marcus : You hold the line please.

I went to Sharon and Zaiton, they told me give our fax number. I thought supervisor will handle it, surprisingly they asks me to give customer GM's name but our fax number.

Marcus : Thank you for holding Jerry, the fax number is 6281 xxxx, and our GM's name is YASMIN.

Jerry : What;s the full name? You cant expect me to attention to YASMIN thats all.

Marcus : OK, pls kindly hold the line.

I went to Sharon and Zaiton again. I ask them yasmin full name. Zaiton commented " you duno yasmin full name? "
Which i ask my email pal, no one can give me the full name also what. Zaiton herself also cant comfirm leh, tell me say service directory have.
I find and find, cant find leh, and im not going to make a furious customer wait so long for looking for our GM full name!

Marcus : Thank you for holding Jerry, Can i have ur number, i'll get back to you shortly.

Jerry : Marcus, is there a problem??

Marcus : No, i need to double comfirm the fax number. Can i have ur number pls and i'll get back to u shortly.

Jerry : My number is 12354874, just in case u lose my number, this is my account number 61xxxxxxx.

Marcus : Is there anything else i can help u? Thank you for calling DHL. Bye Bye.

CUSTOMER 2

Marcus : Good Afternoon DHL this is Marcus , how can i assist you?

Customer : I called yesterday, your CSO said there is no cut off time on Friday. Can you check for me this post code to California USA when can shpt reach if i sent now. (5 plus pm alrady)

Marcus : The shpt can only reached on Tuesday.

Customer : NO. Your CSO told me there is no cut off time and said it could reach on Monday. Now you tell me another thing. If you all cant promise me, then tell me. I can look for other courier. Now so late alrady how to find other courier. Is there any way to reach on Monday?

Marcus : I have double checked your post code and comfirmed shpt can only reach on Tuesday.

Customer : Can u help me check who is the CSO who told me it can be sent on Monday. I cant remember the name its yesterday 2 plus i call in.

Marcus : I need to know the name. Every minute and seconds, we have many calls coming in and we have more then 50 CSOs in the office so i need to know the name at least.

Customer : I cant remember the name. Last time i also call to enquire and when i call like one hour later, your other CSO can tell me who did i speak to earliar on. Sure u all can check one. Can you check for me who spoken to me yesterday.

Marcus : I realy cant and i need at least the name.

Customer : Marcus, sure u can find out. If you are telling me you cant find out, then i will call up and said that you are the one who quote me saying Monday ny shpt can reached.

CHEEBYE rite !!!

Marcus : Our conversation are recorded. Even you quote its me, my company will know thats not me you see.

Customer : Like u said, your conversation is recorded, so surely you can check for me who spoken to me yesterday.

And it goes on and on ...

NABEI !!