Shocking service from staff Maria

[EmD20v]

My wife called into your offices wanting a price on a thermostat for her R60 Mini cooper S countryman. We are a client of yours as you have worked on my wife's car as recently as last month where we spent 22k and you worked on her previous mini cooper R53.

My wife calls in Maria answers and my wife explains why she is calling and Maria starts asking my wife why is she asking all these questions and make huge assumptions on the phone saying. All my wife wanted was a price and Maria starts laughing at her and says well you must of took your car somewhere else if she is asking her for a price. What kind of answer is that, if Maria took the time to ask my wife if she is an existing customer or where was your car last service but to just start jumping down her throat and making her own assumptions is horrid service. Then she goes on moking my wife on the phone.

You need to really train your staff in customer service and professionalism. We need work done on the car but I will take it elsewhere.

 

[GoCart]

This is unusual, many have only good things to say about this service provider.

 

[EmD20v]

This is unusual, many have only good things to say about this service provider.

Yes, hence them working on both my wife's Mini's - my wife was in such shock she just kept quiet on the phone and she is one that normally lets rip and really lets you know what day it is.

 

[Twinz]

Am i misreading something? Who and where is Maria?

 

[Peter@AEW]

Am i misreading something? Who and where is Maria?

Maria works for Rolf at the workshop.

Given how badly the OP has worded his post I am not surprised that you and 200 other people could not make sense of it.

OP give Rolf a call and resolve the issue if there is one to be resolved.
He is a good person and will attend to your complaint.

 

[Twinz]

Thanks Peter.
And Rolf is? Which workshop?

I think its best to close this thread.

 

[Technician]

Thanks Peter.
And Rolf is? Which workshop?

I think its best to close this thread.

BMWFanatics Forum / General Forum / Vendors Forums / Brilliant Mechanical Workshop / Shocking service from staff Maria


can only assume that one should follow the thread tabs.

we assume its about:
Brilliant Mechanical Workshop

 

[MikeR]

:dunnoanymore: yeah I would contact Ralf first to try resolve this

 

[Kimeran]

Thanks Peter.
And Rolf is? Which workshop?

I think its best to close this thread.

BMWFanatics Forum / General Forum / Vendors Forums / Brilliant Mechanical Workshop / Shocking service from staff Maria


can only assume that one should follow the thread tabs.

we assume its about:
Brilliant Mechanical Workshop

:roflol: :roflol: :roflol: :roflol: :bravo:

 

[DoctorJ]

Thanks Peter.
And Rolf is? Which workshop?

I think its best to close this thread.

Brilliant Mechanical Workshop is one of your advertisers.

 

[VickyV@BrilliantMech]

Good Morning Sir,

I would hereby like to acknowledge your post and offer my sincerest apologies for your wife's experience whilst calling our workshop yesterday.

As customer satisfaction is and has always been my top priority, I shall sternly take this matter up with said staff member.

Should you still wish for us to furnish you with an estimate please advise and I shall personally formulate one as per your wife's request for your consideration.

You are able to reach me directly via electronic communication at [email protected] or [email protected].

Sincerely Yours

 

[MikeR]

Good Morning Sir,

I would hereby like to acknowledge your post and offer my sincerest apologies for your wife's experience whilst calling our workshop yesterday.

As customer satisfaction is and has always been my top priority, I shall sternly take this matter up with said staff member.

Should you still wish for us to furnish you with an estimate please advise and I shall personally formulate one as per your wife's request for your consideration.

You are able to reach me directly via electronic communication at [email protected] or [email protected].

Sincerely Yours

:thumbs:

 

[EmD20v]

Good Morning Sir,

I would hereby like to acknowledge your post and offer my sincerest apologies for your wife's experience whilst calling our workshop yesterday.

As customer satisfaction is and has always been my top priority, I shall sternly take this matter up with said staff member.

Should you still wish for us to furnish you with an estimate please advise and I shall personally formulate one as per your wife's request for your consideration.

You are able to reach me directly via electronic communication at [email protected] or [email protected].

Sincerely Yours

Thanks Leticia, I will send you an email shortly with what we need done.

Regards
Ryan

 

[Mc Member.]

Ok, so I will address the elephant in the room........

Should this post not have been an absolute last resort? :dunnoanymore:

 

[KPM3_30]

Ok, so I will address the elephant in the room........

Should this post not have been an absolute last resort? :dunnoanymore:

Why..?

Its actually a great idea to post on here, that's the purpose of the vendor feedback section.. keeps customer service on the up and up across the board and let's staff know that there are repercussions to poor service. Plus its a lot easier to post here than deal with wasting of airtime/time, it exists so makes sense to use it.

 

[r0ckf1re]

I still am not sure what the issue is


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[Mc Member.]

Ok, so I will address the elephant in the room........

Should this post not have been an absolute last resort? :dunnoanymore:

Why..?

Its actually a great idea to post on here, that's the purpose of the vendor feedback section.. keeps customer service on the up and up across the board and let's staff know that there are repercussions to poor service. Plus its a lot easier to post here than deal with wasting of airtime/time, it exists so makes sense to use it.

Well heres where I agree, but also disagree.

And this is why..........

Individuals with low morals and values can be detrimental to a business and can negatively impact the credibility of such an establishment with a poor attitude towards clients - both potential and recurring.

This we know.

But there is the avenue of escalation in how one can deal with things before taking things to the extent of using forums and other digital forms of complaints avenues.

With a firmly placed statement of calling a manager or escalating the current call to management, one can effectively deal with a situation much quicker and with less fuss.

Making a posting like this also costs time and data, so theres no difference there. In fact if one really gets technical, its very safe to assume that such a course of action will actually cost more in fact.

Sure, vendor boards, I get it. I am not taking away from the use of this feature........but rather report back on the board with a posting of what ones experience was and how they dealt with it and the outcome thereof BEFORE having to resort to such a degree of action.

Just my opinion - coming from someone who has worked with clients directly for many years in different markets and from varying backgrounds.

 

[FiRi@Rennzport]

Good Morning Sir,

I would hereby like to acknowledge your post and offer my sincerest apologies for your wife's experience whilst calling our workshop yesterday.

As customer satisfaction is and has always been my top priority, I shall sternly take this matter up with said staff member.

Should you still wish for us to furnish you with an estimate please advise and I shall personally formulate one as per your wife's request for your consideration.

You are able to reach me directly via electronic communication at [email protected] or [email protected].

Sincerely Yours

Now that's how you resolve a situation... Well done.

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