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本帖最后由 yping88 于 16-11-2013 00:42 编辑
Mary: Good day, this is Mary speaking. I am sorry to tell you this early in the morning, but, unfortunately, I have a complaint to make!
Service manager: Oh, I am listening to you. What happened to make you this upset?
Mary: Here is the deal I bought a car from your company this May, it was supposed to be serviced at1000 K milage free of charge, but I missed out on that. I called the sales person when I found out, she advised not to worry about it and just to book in for service again @ 10,000 K. But I just couldn't let it go, because 1000 K and 10,000 K milage are such a huge difference. So, I booked my car in today, the staff at the front desk said he was gonna work out the cost for whatever I requested to be inspected. I asked him how come? Was my car supposed to be covered for service for certain milage?
He said: Yeah, for first 1000 K. Now you have already done more than that. If you missed that, you should go with either 6th month service or 10,000 K milage, whatever comes first, but neither of them will be covered by the company!
I told him: Now, I have only done 3,000 K, can I skip the 6th month service and go with the first 1,000 K service? Please do me this favor and allow me enjoy that service under your company's policy. Besides, I have called your staff right after I found out my missing out on that, I have never been advised to pay for the late service if I missed the first one.
He said: No, I made it very clear that if you missed the first free service, there is nothing I can do for you!
I said: Are you sure? I purchased my first car from your company as well, the similar thing happened last year and I got called in to make up for the service I missed out on. Can you please....
He didn't let me finish and started yelling at me: Can you understand what I am saying? Do you speak Mandarin?
He said that to me in a very condescending way and left me completely speechless. I felt so embarrassed and psychologically traumatized. I have never been addressed to that way in a service department. At that time, there were so many customers around the hall as well, they were all staring at me as if I did something terribly wrong.
Service manager: Oh, no. I feel terribly sorry for what happened to you! I will definitely talk to that staff! One thing for sure is that you did nothing wrong and you shouldn't be spoken to like that. Are you all right now?
Mary: A bit better, but I am still quite upset and a bit shaking. I mean I don't mind paying for the service if I have to, but I shouldn't have been left in dark what I was entitled to when I called the staff about this service. Neither should I be yelled at when I raised my questions, and the massage coulddefinitely be sent across without yelling.
Service manager: I totally understand how you feel, and I guess I can do something to make it up for you. What is your concerns over your car now?
Mary: Well, the handle under the driver's seat doesn't work any more. The cover of the right rear mirror keeps coming out of the frame....
Service manager: Well, I promise we will fix all these problems for you, plus, we will do the thorough car inspection and provide the car service you are entitled to. Do you think you can bring your car back to us later today?
Mary: Oh, I really appreciate your hearing me out and providing such a wonderful offer. But I am still too scared to go back there today. Can you book me in for tomorrow then?
Service manager: I can certainly do that for you, how does ten past eight sound to you?
Mary: Ten past eight sounds perfect, once again, I am grateful for what you are doing for me!
Service manager: My pleasure! Then, I will make sure I am available at the front desk to greet you when you come in!
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