Knowing information about a guest is worthless unless you use it intentionally.

What I recently experienced in customer service – SARCASM, proving their point, proving me wrong and rude, showing as if they were on top of the task, SPREADING PANIC, and more.

Recently, I attended an eye training program.

They requested me to have my eyes checked prior training day and to have those results ready for the training.

They also gave an instruction on how to read written diopter and if something is off to contact them so we have a common understanding of prescription.

I did everything as instructed except I noticed only a day before the actual training that one number didn’t match their instruction and proceeded to send them email with this question. Just to confirm before training.

What happened after was a HUGE UNPLEASANT SURPRISE.

The e-mail I got went like this:

“You could’ve waited until the last minute to sand your question. As if we are available to you all the time. But we will now use our free time to urgently check the correct interpretation of this prescription so you can have everything clear for the training, hopefully.”

AND IT’S NOT ALL. During the actual training, tutor didn’t even mention those prescriptions and when asked about those, he said it was just as an information for us, nothing we needed for training and actual exercises.

MOREOVER, the lady from an email NEVER got back to me with clarification.

I’m NOT saying customer is always right, but I AM saying your customer service should be well-spoken, problem-solving AND know how to professionally set business boundaries, if needed.

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