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Today, I indirectly let a customer waited longer than she needed to...
At the end of the day, she wouldn't know she could have saved 10-15 mins of her time. Here's why... There were quite handful of customers turn up to the service centre almost at the same time. Therefore a waiting queue had been built up. Some of them have their own selected Service Advisors to take care their cases. The rest without will be passed onto whoever advisor is free to serve. There was a lady came in without a selected Service Advisor wanted to service her car. When she walked in there was already a queue of five customers waiting in front of her. I then explained the situation to her, without choice at that time she accepted to wait. 10-15mins later Service Advisor 'K' skim read through the files of the awaiting queue and told me that the lady can be passed onto Service Advisor 'M'. The reason is that 'M' can only serve a certain types of customer and the lady was one of the types. In other words, she could have 'jumped' the queue. My little careless mistake here is I forgot to check a little further details into the lady's file. Imagine if the customer confront me, why she was waiting for nothing for 10-15mins before being served. It would be a pain to explain... Always learning... Harry Chi Li
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