I attended the Local Business Development (LBD) Forum on 3rd November 2001 at The Radisson Hotel which was organised by Asia Inc Forum. To read more about the forum, click Here. My favourite session throughout the whole forum has to be the panel session where Mark Grieves and Shaun Hoon talked about "Customer Service". I particularly like the remark made by Shaun where he mentioned that a good customer service has nothing to do with how good your English is. It is the heart, passion and action taken that delivers a good customer service. In comparison, a great customer service is service rendered that may not necessarily result in any sales transaction. He then went on to comment that in general, most customer service in Brunei sucks. A daring but true statement he has made.
Frankly, we have had few disappointed customers over the past 3 years due to wrong orders, unsatisfactory design, unfriendly sales attendants or even late delivery of cakes etc. I have to admit that in some cases (yes, only some), our customer service sucks too. Nevertheless, some of these unhappy customers have eventually became our regular customers but ofcourse, some never came back. As much as possible, we do not wish to disappoint customer under any circumstances whether it's a $1.30 or $32.00 transactions.
Here, I would like to share an incident that happened on last Sunday. Due to miscommunication between our chef and a customer, a birthday cake with specific design which was supposed to be collected at 10.00am on Sunday morning was not made. To read more about what had happened, click HERE. In short, the cake was finally delivered to the venue on time and we ended up having a happy customer. I shared this incident on Twitter and FB and was surprised to receive a number of positive comments about how we tackle the situation right. A regular commentator, Anthony Er has even blogged about it. You won't believe my chef was so touched after reading the blog that she actually shed tears. That must be the tears of joy :)
I am dedicating this post to the three awesome chefs who had successfully turned around from what I called a "disaster" into a beautiful ending.
Here, I would like to share an incident that happened on last Sunday. Due to miscommunication between our chef and a customer, a birthday cake with specific design which was supposed to be collected at 10.00am on Sunday morning was not made. To read more about what had happened, click HERE. In short, the cake was finally delivered to the venue on time and we ended up having a happy customer. I shared this incident on Twitter and FB and was surprised to receive a number of positive comments about how we tackle the situation right. A regular commentator, Anthony Er has even blogged about it. You won't believe my chef was so touched after reading the blog that she actually shed tears. That must be the tears of joy :)
I am dedicating this post to the three awesome chefs who had successfully turned around from what I called a "disaster" into a beautiful ending.
Chef Jean
Chef Amy
Chef Abe
