Saturday,Jul 12 2008, 11:17:50 AMzzzzzzzzzzzzz . . .

Tired . . . . .

Tuesday,Jun 17 2008, 01:22:37 AMconsoling words, I know not ........

"Many things are beyond our control. Yet many things depend how much we want to control."

Hmmmm ....... this is how I feel these days.

There are many happiness and unhappiness surrounding different friends of mine these days. Though I might not have met up or spoke with you guys, I am aware.

For my unhappy friends . . . . . . .

Consoling words, I believe many you have heard. What to do, I belive many you have known.

Indeed, lots of matters cannot be that easily solved. However, can anything be solved if nothing is done?

Will your smile return? This is most important to me.

Some might find me rather cold for not saying anything. As I said, I believe you know what to do. Is just up to your will of mind.

"Many things are beyond our control. Yet many things depend how much we want to control."

Always know that I am only a call away if you really need accompany or someone to talk to. Though very busy I am, you know I am always there when you are in need.

Wednesday,Mar 5 2008, 12:16:03 AMCase 4

CASE 4

Is there really a need to write complain letter when your 'further' bargain failed?

Happened during last sale. There was this top being stained with dirt mark and it's removable after wash, apparently.

Customer asked for further discount (another 50% of the sale price) but the price was already slashed greatly. Obviously, my colleague couldnt accommodate to her request since it's removable stain.

So..................... another unhappy customer complaint. As we do not have feedback/complaint form, got her to write on other form. Being 'caution', customer carefully stapled all ends after folding the form :/ (.......... need to or not)

Conclusion: No further discount = Unhappy customer complaint. Hai........... all kinds of complaints exist!

Sunday,Feb 3 2008, 03:26:24 PMMore to go!

CASE 3

A cardigan which was purchase before christmas, worn for almost 10 times had hole at shoulder area where the stitch gave way.

At first my colleague offered to mend it, yet she demanded courier service after repair. Then she changed her mind wanted refund.

Her arguement was quality issue again! I told her this could be wear and tear, we need to give the benefit of doubt. She flared up and wanted our "durable policy" to see how many times our garments can be worn till damaged??? Of course I cant show it to her as IT DOESNT EVEN EXIST!!! Did any of you heard it before in fashion retail industry?

She added strongly for the cardigan price she paid, it IS expected that it WOULD LAST FOR YEARS!!!????

My stand: It is a wear and tear item. The cardigan is of delicate material. We cant hold responsible to how customers wash, dry, hang, iron and WEAR it!!!! This is NOT ELECTRICAL APPLIANCES SHOP!!!! Moreover, no receipt! Who knows when is the exact date of purchase? FYI, that item is already on sale since last month.

Anyway, she left the store first time, satisfied that she would be referred to my boss. Returned second time and made a big scene. Shouted at me and demanded this issue to be settled immediately by giving me 3 options of (1) Credit note, (2) Exchange and (3) Refund.

My judgement was that we need to give the benefit of doubt. I have little reason to allow the exchange/refund. Thus, it was out of my authority to meet any of her 3 options. Knowing that it was out of my authority, she shouted to get into contact with higher management and said: NOW!!!!

Did try calling my boss a few times beforehand, but no one pick up. Same thing after calling right in front of her and I had no choice but to call my big big boss.

Conclusion: Are garments suppose to last for years?? Are we not responsible for how we wash, dry, iron and wear the garments!? (even I cant prevent my knitwear from hooking onto sharp areas)

I understand the importance of resolving complaints. Do know we should offer goodwill. However, goodwill needs to be appreciated but not abuse. Customers take many things for granted: transport reimbursement, courier, medical bill and etc.

Faults always lies with 2 parties, never 1. Personally think it is a part of life that we always have to give and take evenly. Cant have everything benefitting to you right?

I will be more than happy to resolve complaints in a nicely manner. But how do we offer and shower goodwill when customers come in with temper. We are trying to get things done for you.

Sunday,Feb 3 2008, 02:28:34 PMComplaints

Just cant believe how ridiculous customers can be.

2 complaints killed me today and I am exploded to top!

CASE 2

Customer bought a pair of shoe at sale price $40 (original $123). After wearing, she had serious blisters and came back for exchange/refund. All kind of lame excuses were came up. She insisted that it was quality issue. Next is not real leather that's why causing blister. Then contridicted herself saying that she did not know it was a sale item and believing $123 should be of good quality!!!??? She looked at the price $123, believing it was good quality based on "price" but failed to realise it was selling at $40!!??  Blah blah blah ........

Upon examination, the back of shoe is meant to be hard leather in order to maintain the shoe shape. The condition is perfectly alright and there is NO QUALITY ISSUE HERE AT ALL!

Being persistent about quality issue and finding faults out of nowhere, she still had the cheek to say it was already kind of her for not claiming blisters medical bill from us!

HELLO! Everybody knows that new shoes need to be worn till seasoned. I have blisters whenever wearing new shoes! Moreover, the shape of everyone's feet is different. It can be that particular shoe just doesnt fit her feet well. Though I have pointed out this point to her, she said she had MORE experience than me in wearing shoes! And of course, back to the point where she insisted quality issue. Oh right, so much so for being OLD auntie~~. Furthermore, act like big shots: "Do something about it. Do something for me. I dont want to see this pair of shoe". Repeating and repeating.

She bought out another incident where a company made full refund to her after wearing new shoe which caused her blisters as well. Also, she even pointed out "Human Rights".

Conclusion: So ...... does it mean that human rights allow everybody who has blisters after putting on their new shoes are entitled to exchange a new pair?