Credit Management For That Behaviour

| WA, Australia | Working | May 30, 2014

(I get a call from an angry customer. She ordered a product weeks ago, and she still hasn’t gotten it. It is paid in full already. I am surprised that there had been no follow up, as the manager always makes sure we take care of our customer orders, and drills us on this often. I look in the order forms to find the order was taken over a month ago… by the manager. The manager refuses to follow up on this customer and he leaves me to deal with her. Because this item is hard to find, it takes me a further month to locate the item – which is the last one in the country – make sure it arrives, and make sure it’s fine. Every time the customer calls, during the entire time I am fixing the mistake made by the manager, the customer shouts at me and belittles me. I understand the frustration of the customer, as it was a huge blunder. Finally, the order arrives safely. I check to see it’s fine and it is ready to be given to the customer, but I want to deliver it personally to her, instead of asking her to come in, as a way to apologise for the trouble and to hopefully keep her business with us as she shops with us often. Head Office gives me permission to do so and I let my manager know.)

Me: “I am going to deliver this on foot tomorrow. Head Office gave me the go ahead. I’ll be glad to have this order completed after the month I had working on it. Hopefully this customer will be happy and shop with us again.”

Manager: *grabs the packed order out of my hands* “Oh, I can do that for you, no worries! I’ll tell Head Office that I’ll do it instead. It is my order, after all.”

Me: “No, that’s all right. After all, this is the order you forgot about and left me to fix up. It’s only right I actually deliver this myself as I worked hard on this order. You should be happy I never told the customer or Head Office that you were the one to make this blunder. The customer screamed at me for weeks as you were not interested in looking after her and left me to do it. It’s only right I deliver it.” *snatches back the order*

Manager: “Fine. Take all the credit then!” *storms out fuming*

(My manager was always one to make everyone do his work and take the credit for it. This time I refused to back down. It was a good feeling to actually get credit for my hard work for once, and  in the end the customer was very happy that I went the extra mile for her.)

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