Boss: (Shouting) Little Johnny, come to my office immediately!
Little Johnny: Yes, sir!(As Little Johnny rushes into the office, he can feel the tension in the air. He knows that being summoned like this usually means he’s in hot water. He stands at attention, eagerly awaiting his fate.)
Boss: Little Johnny, I noticed you arguing with the customer who just left. I’ve told you before that the customer is always right. Do you understand?
Little Johnny: Yes, sir! The customer is always right.(The boss paces back and forth, clearly agitated. He stops and glares at Little Johnny, looking for an explanation.)
Boss: So, what were you arguing about with that customer?
Little Johnny: Well, sir, he said my boss is stupid and an idiot!
The boss puts his hand to his forehead, shaking his head in disbelief.)
Boss: That foolish man. What did you say to him?
Little Johnny: I told him he’s right.(The boss stares at Little Johnny, bewildered. After a moment of silence, he bursts into laughter, the frustration melting away.)
Boss: You what? You told him he was right?
Little Johnny: Yes, sir! I figured if he thinks you’re stupid and an idiot, I might as well agree with him to calm things down.
The laughter quickly fades as the boss regains his composure.)
Boss: (trying not to smile) Look, Johnny, I appreciate your honesty, but that’s not how we handle customer complaints. You’re supposed to defuse the situation, not escalate it!
Little Johnny: But sir, I wasn’t trying to escalate it! I just thought if I agreed with him, he wouldn’t get any angrier.(He scratches the back of his head, hoping his reasoning will save him from a lecture.)
Boss: I see your point, but you must remember, it’s not just about agreeing or disagreeing. You need to understand what the customer needs. Sometimes, they just want to feel heard.
Little Johnny: So, I should have told him he was right but then offered him something to make him happy, like a discount or a complimentary item?
Boss: Exactly! It’s about turning a negative experience into a positive one. You need to diffuse their anger while still upholding our company’s integrity.
Little Johnny: (nodding vigorously) I got it, sir! Next time a customer insults you, I’ll just offer them a free drink and tell them how much I appreciate their feedback about you!(The boss bursts into laughter again, genuinely entertained by Johnny’s unfiltered thoughts.)
Boss: Oh, you’re a character, Johnny! Just remember, being candid doesn’t always mean being rude. We need to promote a positive image for the company.
Little Johnny: Understood, sir! But hey, maybe we should get some “Customer Complaints 101” training for everyone. That way, we can avoid a repeat of this situation.
Boss: (raising an eyebrow and smirking) Not a bad idea, but maybe I should avoid being the example next time!(Both of them chuckle, the tension between them dissipating as they bond over the unique complications of customer service.)
Little Johnny: I’ll tell you what, boss—if I ever meet that guy again, I’ll bring him a donut. Everyone loves donuts, right?
Boss: (grinning) Now you’re talking! Just remember to smile while doing it. Customers can be a handful, but a little kindness can go a long way.Little Johnny: Got it, boss! I’ll turn our unhappy customers into happy ones—one donut at a time!(The conversation lightens the atmosphere, and the boss appreciates Johnny’s determination, realizing his unorthodox approach might actually have some merit. As Little Johnny leaves the office, the boss calls out.)
Boss: And Johnny, next time, let’s keep the “my boss is an idiot” remarks to a minimum, okay?
Little Johnny: (grinning) No promises, sir! I’ll just have to be faster at handing out donuts!(With that, Little Johnny walks out of the office, a spring in his step, ready to tackle the rest of the day—armed with new insights and a plan for customer happiness.)
The end..