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| Fresh Choco Burfis given by Haldiram Manager 2 replace stale ones |
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| Beautifully packed box of sweets from Haldiram |
Good managers are an asset to their companies. The reputation of a company rests not only on the quality of their products but also on the professionalism of the people that represent that company. Not every company is equipped to effectively handle complaints and resolve issues that may negatively impact their image. Not every company is represented by professional people who realize the importance of timely resolution of complaints and immediate follow up on complaints.
In handling escalated complaints, a manager must be empathetic to start with. Body language, tone of voice and attitude to matter when dealing with complaints of consumers.
My compliments to the Haldiram manger Prachi who successfully resolved the escalated complaint concerning the box of stale sweets. She was very professional and exceeded the customer’s expectation as well as restored trust in the customer service of Haldiram. She demonstrated that her company values customers.Such people are definitely an asset to their companies.
My family regularly buys sweets from Halidiram and in fact buys numerous boxes of sweets to take abroad too. But lately we were not satisfied with the quality of their sweets as they were not as fresh as they used to be. We also realized that there was a decline in their approach to customers.
Recently my parents bought a box of their famous chocolate burfis but on returning home it was discovered that the sweets were stale and discolored probably because it was pre-packed from the factory in a transparent plastic box instead of their usual in-store green cardboard box meant for fresh sweets. My parents wondered if they should return to Haldiram to complain about this and were initially reluctant to do so as every experience has not been that great with them . In the past , many times at the order counter they would pack the sweets in the wrong box despite requesting and paying for a particular box. That probably happened because they wanted to sell their pre packed boxes. I think that they might have vendors who provide sweets for the pre packed boxes because the sweets in those boxes are not as fresh and delicious as their sweets. They denied that though.
As a long time Haldiram customer, we are well aware of the taste of their original mithai (sweets.). Anyway, finally the box of stale sweets was taken to Haldiram for it to be examined and to order a lab test particularly because it caused food poisoning. At first it was difficult to access the manager, but finally the manager was called.
What is worth complimenting is that the manager immediately took responsibility and expressed a sense of accountability in the entire matter. In restoring the trust of the customers, she even went forward to genuinely assure the customer that henceforward she would personally see to it that the customer receives fresh sweets and she also ordered new sweets to replace the stale ones. Such managers need to be praised and recognized for the excellent and refined customer service they provide to their customers to make them feel valued. My mother came back as a satisfied customer and her trust was renewed in their excellent customer service. She even took photos of the fresh mithai and the beautifully packed box to share it with me. :)
To add to it, they added a personal touch by beautifully packing the box of sweets and for that the credit goes to Yogesh too.
All’s well that ends well . The manger at Halidiram saved the day and managed to effectively and positively address the issue.
In the past, when my mother badly slipped at the Halidiram store due to their not cleaning some liquid on the floor, the manager only called to ask how she was doing but didn’t do much. But the present manager at Halidiram (Spice Mall) is a kind and responsible manager. She takes feedbacks seriously and makes visible efforts to improve their customer service. Now that’s the kind of manager one wants at every company!
Consumers should always come forward with genuine complaints and possibly support the complaint with evidence so that the companies are given an opportunity to take action. We as consumers hope for positive resolutions to our complaints but in times of negative resolutions, we have a right to stand for our rights as consumers !
#consumersrights
#haldiramsweets
#haldiramnoida
#haldirams
