So, a fellow employee misled a customer about how a product works...?
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Annoyed Human
I was in the middle of assisting another customer with how a certain product works (phone) when I overheard a co-worker (new employee) tell another person that the phone product did something (GPS) when it I the phone did not.
After I was done with the person I was helping (I was lucky that she just wanted some basic info), I went over and asked if I could speak with him for a moment. I asked him if he knew his information was faulty and he said he didn't. I told him what things the phone could/couldn't do and he went back to the customer, corrected his information and things went fine.
My question is what was the "proper" way of dealing with it. Sometimes the employee could offer false information in order to make the sell. In that case, what is best? Another co-worker said I should have come over and correct in a "non intrusive" way; but I don't want to look like I am stealing his sale.
Some input would be nice. Thank you!
.jpg){kind=avatar} Shirley |
You did the right thing. By speaking to him out of the customer's hearing range, you treated him with respect and he was able to correct himself to the client. |
.gif){kind=avatar} knowitall |
You did well. Image how mad the customer would have been if they bought it and then found out he lied? |
.gif){kind=avatar} Tom |
The way you described your intervention sound OK in that you invited your colleague to leave the customer and advised him of the misinformation he was giving and provided him with the correct information. The fact that he was able to then give the correct information to the customer inferred that he was OK with the way you handled the situation and could in fact be termed an appropriate non intrusive action. I suggest that you do not get into the persons motives as this can be a minefield, it is better to look to help and inform in an enabling manner rather than make judgment's about motives. |
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