On June 9th in a Florida, a Dunkin Donuts employee, Abid Adar was verbally assaulted by an irate customer over a Strawberry Coolata. I've watched the video several times. The first time I laughed and wondered how someone could get that upset over a Free Drink. When I watched it a second time the racial slurs and threats shocked me. I wouldn't scold a dog with that tone let alone another person.
When I watched it a third time I was amazed. Abid, you are one of my new heros. I'm sure that you felt every word like a slap across the face. But not responding in the same tone or manner there was no fuel added to her fire. By politely responding to her rant and offering to comply her reuqests you allowed it to burn itself out.
Your video should be played for customer service representatives all over the world. I've been where you are. I've had many customers rant and rave over things that I would hardly give a second thought to. You recognized three things that are important in dealing with customers.
1. The customer complaint is real to the customer. No matter how small we think it is.
2. The cost of solving the customer complaint is often far less than the cost of not solving the customer complaint.
3. Never fight with a pig. You both get dirty and only the pig has fun.
Cudos for Dunkin Donuts for supporting a great employee. I'll be a regular customer any time.
The video is available on
youtube.
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Posted on: 2013-06-14 12:00 AM 
