“Tough customers help to improve the service level in a country.” Michelle said. I love this idea. If there is no complain from customers and no feedback, the service industry cannot improve. I have been in the customer service business for 5 years and my bar for service is high. I tend to comment on the service level of any service provider in Shanghai. I was a really tough customer for LG last Sunday.
I bought a LG Air-Condition from Yongle, the largest home applicant shopping malls in Shanghai. They shipped the A/C to my home one day before and a group of worker came to install them the next day.
To my surprise, four persons rushed to my house to install one small A/C. They didn’t wear uniform and didn’t seem to receive any education. There are many details that I can tell that they didn’t get any training before they arrive. The result was, they installed the AirCon inproperly and made my wall very dirty.
I shouted and asked them to leave my house immediately. In the next 30 minutes, I placed three telephone calls: One to LG, one to Yongle and one to the manager of the installation company. I recorded the name of everyone I talked with and kept detailed reference. In the phone calls, I referenced the Consumer Protection Laws and evidence. I know the details because I often call the legal assistance hotline 12348 to learn legal knowledge. The manager of the installation service provider was very frightened because he knew my strong complain to LG will easily remove his company from the vender list from LG. LG was worried because they learnt, to send people (for whatever reason) without training and special certificate to install dangerous equipments like AirCon broke the laws and regulations.
The result was, the vender company sent two more persons to my house to repair the installation of the AirCon and a quality manager (in my term) or people in charge (in their term) came to my house 30 minutes later and agreed to reimburse my expense to repaint wall.
During the phone, I was tough, very tough. Maybe I was wrong, but now I believe, if I keep salience and not to complain, the training system in the AirCon installation company will never be established and the quality control of both LG, the manufacture, and Yongle, the dealer cannot be improved. The same group of people will continue to install AirCon to other customers. I don’t want to be tough with people, but I do want to do something as an individual to help improve the overall service level of an industry. This can be reached if more people in the country express their dissatisfaction more loudly and clearly.