The funeral home, for many people, is a place full of taboos and sorrows.
Most people are willing to set foot here except for unavoidable reasons. In such an environment, people's emotions are often already quite fragile, so any small mistakes or inconsiderate behaviors in service can be amplified and trigger a stronger emotional response.
Recently, in Qiqihar, Heilongjiang, a woman came to the funeral home to handle business, originally, the mood was not very good, but a small episode in the business made her emotions turn from heavy to angry.
The woman described that she came to the funeral home to handle business that day, and after receiving the form at the window, the staff's attitude was extremely bad and asked her to fill out the form.
I didn't bring a pen with me, and there was no supermarket nearby to buy it, so the woman said to the staff at the window to borrow a pen, but the other party replied very simply "no"! This sentence completely ignited her anger.
In the ** shot by the woman, you can see the conversation between the two.
Woman: Can't you borrow a pen?
Staff: No!
Woman: Don't have a pen to borrow?
Staff: No!
Woman: Is it so troublesome here? We are office, we are service! Are we going to be trained by you?
Understandably, some people borrow a pen and take it with them. There's no reason why people have to pick you up, but you should prepare a pen with a line to prevent you from taking away.
He probably doesn't, and the easiest thing to lose in the office is the pen.
After doing the service industry, I feel that customers are like God, and I can't be offended at all, and blurted out that I ** you, I complain to you, I report you, and even the rules of your store have to be set by the customers that the business thinks is reasonable You lend you something is kind, and you should not lend it to you
The funeral home should provide pens for the service.
You can learn from the bank and tie the pen with a rope!
After all, many people don't have the habit of carrying a pen when they go out.
It can be seen that netizens are arguing about this matter is not small, some people think that it is not who shoots ** who is reasonable, since it is "borrowing", then there must be an attitude of borrowing, others can borrow or not, not to mention that she may not really have it.
These views actually reflect people's different expectations and understandings of the service industry.
Indeed, as a service provider, you should try to meet the reasonable needs of your customers, especially in emotionally sensitive situations. But at the same time, it is also necessary to cultivate public respect and understanding for service personnel, after all, everyone may have their own difficulties and limitations.
With more and more people on the Internet, the funeral home has been contacted.
A staff member said that this place may be a little small, and it is common for family members who come to do business to be in the lounge, and there is a special director to help the family members fill out the form, and he does not know much about the specific situation.
Perhaps, the funeral home has its own process, but it is not reflected in the ** of the woman's shooting.
As a special service place, the funeral parlor mostly serves people in a state of extreme grief and sensitivity. Therefore, the standard of service and treatment here should be different from other occasions, with more attention to detail and human care.
Take the attitude of this window officer, she can completely say "wait for someone to fill it out for you". But she repeatedly responded with "no" twice, which only intensified the attitude of the family.
From a service perspective, providing basic writing instruments is a small cost but a significant improvement in the service experience. Especially in places like funeral homes, many people who come to handle business may neglect to bring some daily necessities, such as pens, because of emotional sadness. Therefore, funeral homes should consider these special circumstances and prepare these basic office supplies in advance to reduce the additional inconvenience caused to the family at such a sensitive time.