your point reminds me of my last job. my department handles very
specific duties but a certain customer wanted me to find out
something for him, something beyond my jobscope (wah, dont say
things like going extra mile, when you have sales targets to meet
sometimes really cant help everyone w/ a request).
by right, i should have referred him to the customer service dept,
cos i dont know the answer to his qn cos my dept not specialised in
tt area.
but i thought lor, be a nice customer service provider, and i tried
to assist him as much as i could, spent time finding out the answer
for him so that he dont have to liase with too many officers... but
it was still not to his satisfaction.
in the end, he sent a complain letter my way. because i took too
long to find out the answer.
very yuan wang one leh. ever since that complain letter i do enuf
to cover my arse and never offer to do extra things for customers
again.
