Two stories caught my interest this week. Both deal with customer service situations from different angles but with actions that are both applauded or condemned.
First, the story of a Dunkin Donuts customer who yelled racial slurs at a Dunkin Donuts employee in response to what she perceived as poor customer service. Believing she is justified in her actions, the customer filmed the encounter and posted it to Youtube. The video went viral but not for the reason she intended.
Dunkin Donuts’ policy is to give the customer their purchase for free if they forget to provide a receipt. The woman claims that the service was poor and that she didn’t receive a receipt. She becomes rude, impatient, and verbally abusive. The entire eight-minute tirade is painful to watch.
What is fascinating to watch is how the two Dunkin Donuts employees on duty handle the situation. They politely respond to the customer’s angry ranting and requests. Dunkin Donuts is now inviting them to an event in Florida to recognize them for great service in the face of a challenging situation.
This truly is an example of how to handle an unreasonable customer. I am linking an article on Huffington Post about it. A quick disclaimer: It does contain the video, which has some very adult language.
The second story is about Microsoft. This week at E3 (Electronic Entertainment Expo) Microsoft premiered full details about the new Xbox one, their new videogame console. This was not good for their consumers or fans. The main pain point was an “always on” feature the Xbox one requires. Meaning that it must connect to the internet at least once every 24 hours or you cannot play. The system will also not readily allow for the use of pre-owned games, which is another pain point for consumers.
In an interview about this feature with Xbox’s boss, Don Mattrick, he essentially tells the consumers that if you don’t like the feature or it isn’t possible for you, stick with the older Xbox 360. This “deal with it” attitude already has loyal Microsoft consumers jumping ship to Sony’s PS4 and isolates that part of the world that does not have good internet connections.
I understand that trying to make a new and exciting product is important. But keep telling your customers to essentially “suck it up” is not good business. I imagine we will see the fallout from Microsoft’s decisions when these two consoles go head to head around Christmas time.
Follow the link below to read more about Don Mattrick’s response to the “always on” question.
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