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升级    53.36% - UID
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46# jjochn
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0 S2 U7 g( `/ ]# \% O其實我已經寫信給他的經理了。大家看看這樣寫怎麼樣吧。我覺得還算寫的挺詳細了。; }/ d3 L+ D9 A% W
3 ]& }( X1 o: }/ F/ m& W, B3 LMs Kirkby
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How are you? My name is Dora, you might have heard of the incident happened on Wednesday (16th March ,2011)regarding to my dog Martine. I am writing this to inform you what had happened on Wednesday between your staff member and me.
9 k5 v! I1 J& ~" ~, d6 sI booked Martin in for de-sexing on Wednesday. We arrived at the clinic about 9Am. Gail asked me to sign for the permission form. And I also asked Gail if she could give me a statement about Martin so I could go to the Waitakere City Council to register him. She was very kind and helpful, and printed out a clinic appointment history for me. I left the clinic around 915AM. Just before I got to the council, Gail called me again to ask if Martin would need to inject a microchip. I explained to her Martin already had one on him. Gail said that was fine so she hung up.
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- W) I8 W. Q( U- e" w( I# UWhen I realized I need Martin’s microchip number for registration, I called your clinic again. Gail helped me to scan Martin but she could not find a functioning microchip on him. I said to her that Martin definitely had one microchip on him. Gail told me sometimes maybe the microchip has some malfunctions, she asked me if I would want to microchip Martin in your clinic again. I said I would deal with Animal Welfare where I did microchip for Martin last October. Gail said that’s fine, then she hung up.6 ~' t% k3 v" Q8 x3 ~1 }( D7 F
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After I got home, I contacted Animal Welfare (Concourse Ave, Henderson). They suggested Martin to come back and check the microchip, if it had malfunctioned, they would do another one for him for free. - O: B H, u" @1 p; T# w& Z
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Gail asked me to attend any calls between 11 Am to 1Pm just to in case of any emergencies of Martin. I received a call from her at 12:10PM. She said Martin had a overdue vaccination, wondered if I want to complete it today. I said I would do it next time, and I told her about the response from Animal Welfare so we don’t need the microchip today. 8 ~, b2 b* Q3 ]7 W \) n q
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Around 12:25PM, Aaron called me and asked me if Martin needed another microchip. I explained to him I already registered Martin with the council and Animal Welfare would do the microchip for Martin. I think Aaron and I had some problem during this communication. He thought Martin needed another microchip somehow. 4 Q; {0 j& g: G2 x( l) B4 P1 Q
# z" P' j; A- u" k/ UWhen I went to the clinic to pick Martin up at 5PM, Aaron informed me he had microchipped Martin and I need to pay for the fee. To be frankly, I was not happy and did not understand. I have already told the clinic 3 times not to microchip Martin, but Martin still been microchipped. Aaron insisted to ask me to pay for the service because he said I AGREED to pay for this, which I did not! It was about 525PM, one pet owner came because her dog jumped out of the window and got hurt. Aaron went in to help and I have been very patient, waited for about 30 minutes. Again few more customers came in to collect their pets or shop for some pet food. I sat on the chair and waited until the customers gone.
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9 m- F9 T% o4 ?1 y$ eAbout 6:05, Aaron came out and explained I need to pay for the full amount because he has no admin authority to modify the bill. I require speaking with the manager and solving this problem on spot because I don’t want to involve your time and human resource to solve this mistake. Especially if I need to deal with both of you and Animal Welfare for refund, that would be too much trouble for me. At 6:10PM, a lady came in with her pet (or maybe she found the lost thing somewhere), I stopped the conversation to let Aaron to service this lady. I don’t know how but this lady seemed to think she could solve the problem and stood next to Aaron and gave me a lesson. I was put in a situation to be judged.
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I do not think it was ethical for Aaron to discuss the customer’s privacy to another customer, and my feeling was strongly hurt by forcing to pay for the service I did not require. Although the lady threw $49.50 cash to pay for Martin’s microchip and Aaron was happy because someone has paid for his mistake. I do think it is necessary for you to know I have not heard of any apologies from Aaron for his mistake. 1 O% _- h9 O2 \4 B3 ~3 z- w$ h
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Martin is recovering very well and his stitches look very neat. Aaron is a good vet but I sincerely hope he can improve upon his communication skills and listen to the customers. I respect his value to your organization and his profession. However the unhappy experience has already gave me a bad impression. I am expecting a reply from you or I will contact the head office for a proper answer. + {! |, k, `) l' D6 ]
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Thank you very much for your time. And looking forward to hear from you.8 D$ P. m9 m5 E7 ^' V# [, C1 }
& v, t' ^" f$ @/ o( E/ g, ?, LRegards,
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1 k+ b$ ~3 R8 D. aDora |
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发表于 2011-3-17 21:47:34
各位都是好人，太謝謝你們了！其實我已經不氣了，出來混社會，不能一經歷點什麽挫折就把EQ賠進去。我經常覺得，如果我和別人之間有矛盾，就更應該看看自己的問題。因為看見別人的問題容易，看見自己的問題難。我處理事情就是3點：據理力爭，冷靜處理，結局圓滿。就算結局是自己吃點委屈也無所謂，只要把事情能漂亮的解決掉，我就很開心了。
