Communication and right attitude continuously adding precious drops in the sea of success.
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Someone has well said "Communication matters" -- I would like to go further ahead.
Yesterday, I went to PathMark to get some stuff. There were some schemes going on Tide (laundry detergent) with light bulbs on discount. One Customer came to customer service and started demanding he needs two bulbs free with Tide but the fact was that there was some discount if you purchase Tide with that light bulbs. The customer support guy explained the person that he could not give free two light bulbs as that was not scheme currently. Still the guy asking for free – he did not listen to customer support person and continuously telling him "I want free light bulbs". Customer Support Person explained him three or four times with his best knowledge that he could not give him but still that guy demanding. At last customer support person call to his Manager for help; Manager came and explained to the person that you got your discount and that is the scheme running currently but person started arguing like "what kind of scheme you guys have,…what is the logic behind you did not give me free light bulbs and lot more thing…" At last conversation with Manager, he asked PathMark's Customer Service Call center number and told that he would complain about this and that and left the Mall.
I was standing by that customer and seeing everything. I saw customer support guy – the gentle man has tried lot to make that person understood but that person was not open for it, he did not want to listen anything from him or from Manager – he just wanted free light bulbs along with Tide that was not actually scheme running. Customer Support Person and Manager got frustrated first as customer continuously demanding unfairly and wasting their and other customers' time who were in queue and at end that customer got frustrated when he left the Mall.
The same thing may happen with any entities in project cycle and It may damage project progress and lead to deadline delayed.
There are so many ways to make front person understand but of course both the parties would have will to listen each other point of views and analyze each other to get the right crux of the matter so that at end both can be benefited. As you see -- The patience to listen each other has major part in communication. There is one saying "for clapping you need both hands , one hand can't do".
Yesterday, I went to PathMark to get some stuff. There were some schemes going on Tide (laundry detergent) with light bulbs on discount. One Customer came to customer service and started demanding he needs two bulbs free with Tide but the fact was that there was some discount if you purchase Tide with that light bulbs. The customer support guy explained the person that he could not give free two light bulbs as that was not scheme currently. Still the guy asking for free – he did not listen to customer support person and continuously telling him "I want free light bulbs". Customer Support Person explained him three or four times with his best knowledge that he could not give him but still that guy demanding. At last customer support person call to his Manager for help; Manager came and explained to the person that you got your discount and that is the scheme running currently but person started arguing like "what kind of scheme you guys have,…what is the logic behind you did not give me free light bulbs and lot more thing…" At last conversation with Manager, he asked PathMark's Customer Service Call center number and told that he would complain about this and that and left the Mall.
I was standing by that customer and seeing everything. I saw customer support guy – the gentle man has tried lot to make that person understood but that person was not open for it, he did not want to listen anything from him or from Manager – he just wanted free light bulbs along with Tide that was not actually scheme running. Customer Support Person and Manager got frustrated first as customer continuously demanding unfairly and wasting their and other customers' time who were in queue and at end that customer got frustrated when he left the Mall.
The same thing may happen with any entities in project cycle and It may damage project progress and lead to deadline delayed.
There are so many ways to make front person understand but of course both the parties would have will to listen each other point of views and analyze each other to get the right crux of the matter so that at end both can be benefited. As you see -- The patience to listen each other has major part in communication. There is one saying "for clapping you need both hands , one hand can't do".
Communication and right attitude continuously adding their precious drops in the sea of success ~ Nimesh :)
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Nimesh good article.
ReplyDeleteCommunication matters, Keep it up.
Thanks Joe.