A customer comes to you ( you being a customer service representative) and says he has a problem with your product. You hear his problem and tell him back that since the warranty policy does not cover the fault of the product, you can do nothing about it. Then you say “Sorry” with smile ( No matter what, SMILE…thats what Customer Service trainers would say). Of course.
Doing the right thing
A customer comes to you and says he has a problem with your product. You acknowledge first that its definitely your fault, not the customers. And you do everything within and outside your power to fix the problem.
The second scenario is what customer service is all about. The first one however, is what we experience day in day out.
This is a perfect example of how “Not my job” and “Just doing my job” mentality is hurting the company. No matter where you are and what you do, always do the right thing. Never just do your job.