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User Topic: Customer Service.... seriously?
jrc1963
Member
Member # 26531
Default  Posted: 10:19 AM, June 11th (Tuesday)

Where did it go?

Went to a local hardware store (not a big chain place) to have my BBQ Grill's propane tank filled... (We don't do that exchange thing because it's a rip off) I went in and told the guy I needed my tank refilled. He said someone would be right out.

Waited

Waited

Waited

No one came... I went back in to the store... old fart says "Oh, I forgot you were there."

I went back outside, got into my car and drove off...

Went to another location and got instant service - that was good.

Went to Dunkin' Donuts to get some coffee and breakfast...

Waited in drive thru line... get to box. Girl's voice... "How can I help you" or whatever she said. I ordered a combo deal comes w/ coffee.

She says "Do you want coffee or anything to drink"

I say, "Doesn't that come with the combo?"

I swear... the rest of the conversation got worse.

I think she spit in my coffee.

Whatever happened to good customer service???


Me: BSO - 45
Him: FWSO - 68
DS - 12
D-Day - 12-11-09,
R - he finally came home
Your life is an Occasion. Rise to it. - Mr. Magorium, "Mr. Magorium's Wonder Emporium"

Posts: 24357 | Registered: Dec 2009 | From: Florida
Deeply Scared
Administrator
Member # 2
Default  Posted: 10:39 AM, June 11th (Tuesday)

jrc...

Customer service is a thing of the past, just like good manners are. It's really sad, isn't it?

I just make sure I show being thoughtful to others. I still hold the door open for someone, smile at people in line and overall just be nice to people. It makes me feel good and hopefully others as well


"Don't give up, the beginning is always the hardest." My Mom:)

My tolerance for stupid shit is getting less and less.


Posts: 196521 | Registered: May 2002
Amazonia
Member
Member # 32810
Default  Posted: 10:43 AM, June 11th (Tuesday)

I saw this topic from the front page and thought, "I bet Treasures posted that!"

You have much worse customer service down in Florida than I see here! Maybe you need to move.


"You yourself deserve your love and affection as much as anybody in the universe." -Buddha
"Let's face it, life is a crap shoot." -Sad in AZ

Posts: 13566 | Registered: Jul 2011
jrc1963
Member
Member # 26531
Default  Posted: 10:56 AM, June 11th (Tuesday)

Ama! That's funny! Where should I move to? What I really need is a WayBack machine so I can go back to when good customer service exsisted!


DS- I am like you... I won't succomb to being a jerk like the others... I still use good manners and hold doors and smile. Maybe I'm a good example for my kid and my students!


Me: BSO - 45
Him: FWSO - 68
DS - 12
D-Day - 12-11-09,
R - he finally came home
Your life is an Occasion. Rise to it. - Mr. Magorium, "Mr. Magorium's Wonder Emporium"

Posts: 24357 | Registered: Dec 2009 | From: Florida
simplydevastated
Member
Member # 25001
Default  Posted: 10:58 AM, June 11th (Tuesday)

When I held a management job in customer service NO ONE wanted to screw up when I was there. NO. ONE. That is my biggest pet peeve, treat people they way you want to be treated. If they don't like the job, quit, I can always find someone else.

My husband used to laugh at me (not in a bad way) and say that I was the Gordon Ramsey of the retail world

I also always make sure I notify a manager when I receive excellent service as well as bad. I called our recycling company because the guy running my street brought up my recycle bins to me when I had a sprained wrist. I also told the manager of a restaurant of the excellent service we received from our waiter. He treated my kids like they were people and they had a great time


Me - BS, 39 (I'm not old...I'm vintage)
Two Wonderful children - DS10, DD7
Married, for now... (4+ D-Day - listed in profile.)

Posts: 5837 | Registered: Jul 2009 | From: In the darkest depths of hell!
karmahappens
Member
Member # 35846
Default  Posted: 11:01 AM, June 11th (Tuesday)

I went to the gas station the other day, made my purchase and waited with my hand out for my change as the 2 girls stood behind the counter carrying on a conversation....I finally had to say "excuse me, can I have my change"

DUH

Drives me crazy!!!!

But make sure you tip!!


“And the day came when the risk to remain tight in a bud was more painful than the risk it took to blossom”
Anaïs Nin
Me: 45
Him: 47
Dday 8/2007
We have R'd

Posts: 3775 | Registered: Jun 2012 | From: Massachusetts
jrc1963
Member
Member # 26531
Default  Posted: 11:15 AM, June 11th (Tuesday)

I alwayss tip well the people who provide good service. We always ask for specific servers when we go to restaurants. I even tip when I do carry-out from places I go frequently.

But I generally only return to places where I got good service to begin with!

I also tell the managers when I get good service or bad... But more for good.

Usually with bad service I figure the manager already doesn't care or I would've gotten good service to begin with. Kwim?


Me: BSO - 45
Him: FWSO - 68
DS - 12
D-Day - 12-11-09,
R - he finally came home
Your life is an Occasion. Rise to it. - Mr. Magorium, "Mr. Magorium's Wonder Emporium"

Posts: 24357 | Registered: Dec 2009 | From: Florida
Undefinabl3
Member
Member # 36883
Default  Posted: 11:24 AM, June 11th (Tuesday)

I have worked in the CS pretty much all my working life, and i can not stand it when I get someone that is horrible at CS.

I pretty much tell them that they suck, that I am sure they are only doing it for the money, but they need to suck it up buttercup (actually said that to a person) and do your job right.

Comcast got my best rant and I sure wish I would have recorded it.


Me: 31 MH
Him: 37 MH
New online find 6/19/14 - shit

Posts: 1694 | Registered: Sep 2012
authenticnow
Moderator
Member # 16024
Default  Posted: 11:49 AM, June 11th (Tuesday)

I work at a chain pharmacy and we strive for excellent customer service. We love our customers and I'd say 99% of them leave smiling. If we get a negative response from the customer service survey, the store gets fined. That never happens.

On the other hand, we have many customers who come up to the counter and talk on their cell phones and act like the cashier is invisible. THAT is my biggest customer pet peeve. Get off your damn phone! Acknowledge my existence for 5 minutes! So rude!


Take up your space (and do it well).

"That's the thing about pain, it demands to be felt."


Posts: 36651 | Registered: Sep 2007
tushnurse
Member
Member # 21101
Default  Posted: 11:59 AM, June 11th (Tuesday)

IT is GONE.....

I was super nice the other day at a big name pharmacy while picking up a few necessities, I swear the kid behind the counter thought I was being a smarta**. So then I told him if he tries his J-O-B could be F-U-N sometimes. He responded Yah, right.

Makes me crazy.


Me: FBS
Him: FWS
Kids: 15 & 17
Married for 22 years now, was 16 at the time. .
D-Day Sept 26 2008
Fully R'd, and Happy Happy Happy

Posts: 7815 | Registered: Oct 2008 | From: St. Louis
Fireball72
Member
Member # 20152
Default  Posted: 12:45 PM, June 11th (Tuesday)

Sorry, but as usual, I’m going to be the fly in the ointment.

I have worked, in various fields, in customer service for over 15 years; every job I have had, honestly, has customer service components. I am convinced that unless you’ve worked either in retail or in food service (both EXTREMELY difficult jobs), you really don’t know what these people go through on a daily basis.

I used to work at a returns desk for a rather large (now out of business) computer store. You would not believe what I went through in that seven years:

- I’ve had a stapler thrown at my head. Why? Because the customer didn’t have a receipt to return their item. By the way, it SAID the receipt was required.

- I’ve been called seven different kinds of a bitch in seven different ways, of course. Once I was cursed out for 20 minutes because a customer wanted 2 cents – that’s right, TWO CENTS – back on his American Express card. Which I was in the middle of processing.

- I was once referred to as a “peon”. Excuse me? This “peon” is in charge of making sure you get your money back – I’d be nicer if I were you.

- Often, a smile and a cheery “hello!” net me – zilch. Zero. Nothing. One guy actually threw his items across the desk and growled at me to “hurry the hell up”. Well, good morning to you, too, jerk.

Do we follow through on any of the thoughts we’re having? Of course not. We smile, grit our teeth, and keep going even though all we really want to do is give you a good dose of what-for, which you very likely deserve. It’s afterwards that we’d go home and drink. And talk about you.

There are customers (undoubtedly like yourselves!) that were very nice, indeed, and those were the people we looked forward to the most. I had one lady come in every week, stop at the desk, and say hello even though she didn’t end up buying anything – the point was, she stopped to talk to me and made me feel just a little more human than usual.
I had one guy come in and leave me a fifty dollar tip. No kidding. Since when do you tip the counter girl at the returns counter?

My point is, it’s not always easy on the other side of the desk. If you go somewhere and they’re rude to you, ignore you, etc. – they may not be doing it on purpose. They may just be trying to help someone else at that particular moment, or just finished dealing with a person that’s given them a very rough time, etc. You just don’t know what’s going on in their lives.

Sure, if it’s blatant, go to the manager – I’m not saying that there isn’t a time to do that, absolutely there is. I’m as much a stickler for good service as anyone. But I do try to give them the benefit of the doubt – because I’ve BEEN there.


XBS - 42 and fabulous :D
Remarried happily in 2013
A relationship is built for two. But apparently, some bitches don't know how to count!

Posts: 602 | Registered: Jul 2008 | From: The Chesapeake Bay
travels
Member
Member # 20334
Default  Posted: 12:58 PM, June 11th (Tuesday)

I often say the world would be a kinder, more patient, and a more gentle place is everyone was required to work retail for a year and be a waitress for a year.


When one door closes, another door opens. It's the journey through the hallway that sucks.

Posts: 3756 | Registered: Jul 2008 | From: PA
jennie160
Member
Member # 29949
Default  Posted: 1:00 PM, June 11th (Tuesday)

I am convinced that unless you’ve worked either in retail or in food service (both EXTREMELY difficult jobs), you really don’t know what these people go through on a daily basis.

This^^^ I worked retail for over 6 years and can't even tell you all the names I was called and how less than human I was treated. I even had my life threatened a few times.

Also keep in mind most of these people work for minimum wage (your meal probably cost more than they make in an hour), they don't get very good benefits and they're expected to work shitty shifts.

[This message edited by jennie160 at 1:01 PM, June 11th (Tuesday)]


Posts: 921 | Registered: Oct 2010
jrc1963
Member
Member # 26531
Default  Posted: 1:31 PM, June 11th (Tuesday)

I am convinced that unless you’ve worked either in retail or in food service (both EXTREMELY difficult jobs), you really don’t know what these people go through on a daily basis.

I worked in a major department store chain for 10 years and 6 of those years was behind the Customer Service Desk.

I worked two separate customer service phone jobs in my life.

I am not unaware of what people go thru in the customer service industry.

I also know that it's not freaking rocket science to know your companies menu or to remember you have a customer waiting for service, especially when you have no other customers in your store.

And for the record, I was a trainer at my store because of my skill at providing good customer service.

Which is probably why I'm less than tolerant of crappy customer service now.

[This message edited by jrc1963 at 1:33 PM, June 11th (Tuesday)]


Me: BSO - 45
Him: FWSO - 68
DS - 12
D-Day - 12-11-09,
R - he finally came home
Your life is an Occasion. Rise to it. - Mr. Magorium, "Mr. Magorium's Wonder Emporium"

Posts: 24357 | Registered: Dec 2009 | From: Florida
Deeply Scared
Administrator
Member # 2
Default  Posted: 1:51 PM, June 11th (Tuesday)

Try working for the cable company in the repair department I spent the better portion of 10 years getting yelled at by irate customer, but I also talked to alot of famous people too

For me, it's so much easier to say something nice and to be nice...it takes way too much energy working on being rude and angry at the wrong people.


"Don't give up, the beginning is always the hardest." My Mom:)

My tolerance for stupid shit is getting less and less.


Posts: 196521 | Registered: May 2002
Fireball72
Member
Member # 20152
Default  Posted: 2:38 PM, June 11th (Tuesday)

Try working for the cable company in the repair department

I bet THAT was a laugh a minute!

I often say the world would be a kinder, more patient, and a more gentle place is everyone was required to work retail for a year and be a waitress for a year.

I completely agree. When I go out to eat (very rare these days mainly because of limited finances), I make sure that the server gets a very generous tip (unless the service was SO incredibly bad that it was beyond comprehension - that's only happened ONCE to me, though) because... well, 2.13 an hour isn't enough to live on. I find it SHAMEFUL that restaurant servers are apparently exempt from earning a living wage like the rest of us. If they were paid decently, we wouldn't HAVE to tip...

...but that's another rant and not germane to THIS subject, heh.

The point of the original post isn't lost on me - I agree for the most part that customer service skills are declining at a rapid pace, and I'm in agreement that a lot of it has to do with cell phones. I just recently had a situation where I was waiting for acknowledgement for over 15 minutes because the other person was too busy texting away on their phone. Now that IS bad service, and that is definitely something that warrants a manager's involvement.

I just felt it necessary to point out that not all servers (restaurant, retail or otherwise) are ignorant of the concept of quality service, and oversights aren't always intentional. Anyone that has worked in service-oriented positions knows that, every now and then, you're going to have a bad day. They also know that it's not right to take it out on the customer - that is, if they're good at their job (which I certainly was, and still am). However, I do NOT subscribe to the old adage that "the customer is always right", because I've seen enough to know that this is most definitely NOT true. There are occasions where the customer is BEYOND the seventh level of wrong.

I always got a minor form of revenge, though - I would always wish them a nice day, with a big smile. If they were obviously ticked off, a lot of times it got them even more P.O.'d. But what are you going to do - complain to the manager that their employee wished them a nice day?


XBS - 42 and fabulous :D
Remarried happily in 2013
A relationship is built for two. But apparently, some bitches don't know how to count!

Posts: 602 | Registered: Jul 2008 | From: The Chesapeake Bay
Deeply Scared
Administrator
Member # 2
Default  Posted: 2:46 PM, June 11th (Tuesday)

I agree Fireball

I served buckets of beers for 3 years at night in our local pool hall/bar. I was lucky, rarely did I have a shitty customer...most were great people that came in with good attitudes wanting to hang out, drink beer and have fun with their friends.

WHen MH and I go out, whether it's a fancy place or just the local hang out with our friends...we always tip generously. Even if the service sucks, MH will still do a 15% tip so the server is at least getting a decent tip to help her/him. I will usually talk to the server privately to let them know why they're not getting a more generous tip. I don't do it to be rude and I certainly don't do it in a manner to humiliate them...more of an FYI type message in hopes that it will help them in the future to want to do better

I've been in customer service way too long to ever talk down to another CSR


"Don't give up, the beginning is always the hardest." My Mom:)

My tolerance for stupid shit is getting less and less.


Posts: 196521 | Registered: May 2002
Dark Inertia
Member
Member # 30727
Default  Posted: 9:05 PM, June 11th (Tuesday)

Try working for the cable company in the repair department

Last month I left my job working in tech support for a major cable/internet/phone service provider. One of the greatest days of my life. People are quick to blame the company. Do you know how many calls I got that went like this:

"My router is down in the basement in the closet, I am on the opposite end of the house on the fourth floor, and my wireless is sloooow. Why is my wireless sooo slooow? Your company sucks, you people suck! I want to go back to Comcast!!!"

I do not agree with the motto that the customer is always right, in fact it has been abused. More often than not they are wrong, and I think demanding people who get upset for the tiniest infractions do the rest of the population a disservice because putting up with the nitpicking gets old real quick and wears people down.

Also, while I agree with waiting on gas was poor customer service, I do not think the thing about the girl asking if you want a drink was something to pick over. You don't know what was going on behind the fry line. You don't know how experienced that girl is at her job. You don't know what is going on with her life. What you do seem to know is that you made her day harder by picking an argument over whether or not a combo comes with a drink.

[This message edited by Dark Inertia at 9:10 PM, June 11th (Tuesday)]


"If I listened earlier, I wouldn't be here. But that's just the trouble with me. I give myself very good advice, but I very seldom follow it."

Posts: 1177 | Registered: Jan 2011 | From: The Ohio
Unagie
Member
Member # 37091
Default  Posted: 10:48 PM, June 11th (Tuesday)

I worked CS for 5 years. 3 years as a teller and 2 years as a customer service rep for the bank. After I started working customer service I was super nice to anyone in service jobs. I can't tell you how many times I got yelled at, cursed out, I had a woman tell me she'd be waiting for me to get out to beat me up, and I had a man threaten to shoot both me and my manager. We called the cops on that last one. I got all this by following the rules and the script that we were given. Good customer service is not difficult to give but it is difficult to be customer service because normally you are the front line face of the company you are working for. That being the case you are the representative of everything they love and hate about the company and they will take it all out on you. I snapped once and only once telling a customer to step away from my window and reversing his transaction while walking away. It was either that or enter a screaming match.

JRC the guy for the gas was an ass who gave had customer service. The Dunkin Donuts girl meh, I've been asked redundant questions before.

ETA: I also worked over a year in retail where I had a woman throw change at me and 2 years in academic peer counseling for my college where I had a guy flip my desk because I told him he flunked out. Oh and don't forget my lovely stint as a cafe cashier....

[This message edited by Unagie at 10:58 PM, June 11th (Tuesday)]


Heartbroken madhatter trying to rebuild

No longer together

Do not let others be your reference for who you see in the mirror.

Stop allowing people to hurt you, because you don't love you enough to walk away.


Posts: 2641 | Registered: Oct 2012
StrongerOne
Member
Member # 36915
Default  Posted: 10:58 PM, June 11th (Tuesday)

I worked as a waitress for several years, and did food service while I was in college. Very hard jobs, many customers will treat you badly.

No excuse for crappy service. It was my JOB to be pleasant. It was my JOB to be helpful. It was my JOB to treat people respectfully, even if they were disrespectful idiots.

Don't like it? Get a different job. Can't get a different job? Suck it up and do your job.

BTW, bad service deserves a letter to the owner of the shop or the regional manager of the chain. With names, dates, specifics...

[This message edited by StrongerOne at 10:59 PM, June 11th (Tuesday)]


DDay Feb 2011.
In R.

Posts: 841 | Registered: Sep 2012
Cally60
Member
Member # 23437
Default  Posted: 2:46 AM, June 12th (Wednesday)

I can't bear rudeness either - from anyone. But I, too, would forgive Drive-Thru Girl her illogical question.....

In my area, at least, those who man the drive-thru windows amaze me. For they spend their entire shift doing two things at the same time. Even as they take my money, gather change and hand it over, they are greeting the next disembodied customer, interpreting the Dalekspeak order coming through those headphones and entering it into the system.

I am completely incapable of multi-tasking - I can't even brush my hair and my teeth simultaneously. So I am in awe of anyone capable of doing the drive-thru job at all, let alone think logically during a shift!

[This message edited by Cally60 at 2:59 AM, June 12th (Wednesday)]


Posts: 2088 | Registered: Mar 2009
Clarrissa
Member
Member # 21886
Default  Posted: 5:45 AM, June 12th (Wednesday)

I agree that customer service isn't what it used to be - especially over the phone. Gone are the days where you talked to an actual person instead of having to navigate through the electronic maze of "press 1 to..." and to hear some robotic voice tell you "Your call is important to us. Please stay on the line for the next representative." All the while you're on hold. Sorry, my thought is always "If it was that important to you, wouldn't I be talking to an *actual person*??"

But I've been on the other side as well, when I ran the switchboard at school. Regardless of what I personally thought of the caller, I had to be polite. I even got disciplined because one caller reported I was rude to them. How was I rude? I'd told them the party they wished to speak to was not available and would they like to speak to the next in the chain of command. No, thank you, they'd call back. They did and asked to speak to the second in command (as I'd suggested the first time) but they'd *just* stepped out. I informed the caller of this and the call ended pleasantly. Next thing I know I'm getting called on the carpet for being rude to a caller. The training I received in running the switchboard is still with me decades later as I still find it difficult to be rude on the phone, even if the caller really deserves it.


BH Cee64D - 48
WW (me) - 49


All affairs are variations on a theme. No one has 'Beethoven's 5th' to everyone else's 'Chopsticks'.


Posts: 5860 | Registered: Dec 2008 | From: A better place
sullymeishadomi
Member
Member # 16305
Default  Posted: 6:57 AM, June 12th (Wednesday)

I didnt read through the whole thread...my very tired eyes didnt get out of bed with me this morning

Imo its not so much customer service as it is a lack of morals, kindness and consideration

I am in customer service. I am also a customer. Its rough on both sides of the counter/phone its rough just walking down the street (metophorically speaking). How can we expect people to behave or be polite when a) we glorify bad behavior (tv programs such as basketball wives, name your location wives, bridezilla etc). B) dont behave as such and dont teach our kids to behave properly.

Its diffucult to expect someone to exhibit manners at work when they dont in every day life.

Just my cynical view point here


People tell you exactly who they are...why expect them to be what they are not

Posts: 8210 | Registered: Sep 2007
Unagie
Member
Member # 37091
Default  Posted: 7:12 AM, June 12th (Wednesday)

T/J

name your location wives

Greatest description ever.

End T/J


Heartbroken madhatter trying to rebuild

No longer together

Do not let others be your reference for who you see in the mirror.

Stop allowing people to hurt you, because you don't love you enough to walk away.


Posts: 2641 | Registered: Oct 2012
Clarrissa
Member
Member # 21886
Default  Posted: 7:19 AM, June 12th (Wednesday)

I tend to agree with you, sully. It seems politeness and manners as a whole are looked on these days as a weakness. I try to be polite and mannerly since that's the way I was raised. It was the "yes ma'am/sir, no ma'am/sir".

And since society as a whole seems to look down on courtesy and manners, that would carry over into the workplace.


BH Cee64D - 48
WW (me) - 49


All affairs are variations on a theme. No one has 'Beethoven's 5th' to everyone else's 'Chopsticks'.


Posts: 5860 | Registered: Dec 2008 | From: A better place
Deeply Scared
Administrator
Member # 2
Default  Posted: 7:30 AM, June 12th (Wednesday)

And since society as a whole seems to look down on courtesy and manners, that would carry over into the workplace.

You're right.

The other day while I was out running errands, a lady turned the corner and come directly into my lane...coming head on at me. I honked my horn to get her attention. She was on her phone and flipped ME off

So, not only are you in the wrong...but you're dangerous AND rude


"Don't give up, the beginning is always the hardest." My Mom:)

My tolerance for stupid shit is getting less and less.


Posts: 196521 | Registered: May 2002
Clarrissa
Member
Member # 21886
Default  Posted: 7:49 AM, June 12th (Wednesday)

DS that gets into the whole "stupid driver" thing for me. One of my all-time peeves. I guess in her mind you were being rude for calling her attention to a very dangerous, potentially fatal situation - you interrupted her phone call fer gossakes! How *dare* you???

As I said, I was raised to be polite and use my manners. I'll hold doors for people, give up my seat for an older (or physically impaired) person, say "please" and "thank you" and I'm sure I've gotten some strange looks because of it. I admit I've kind of slacked off on the please and thank you lately but for the most part my "training" has stuck. These days, patents just don't seem to care that they're teaching, by example, that it's okay to be rude if they're not outright telling them they *should* be or *have* to be rude to get through life.


BH Cee64D - 48
WW (me) - 49


All affairs are variations on a theme. No one has 'Beethoven's 5th' to everyone else's 'Chopsticks'.


Posts: 5860 | Registered: Dec 2008 | From: A better place
Fireball72
Member
Member # 20152
Default  Posted: 8:52 AM, June 12th (Wednesday)

Agree once again. Especially with the "ma'am/sir" thing - that's the way I was raised. (It seems to be more prevalent in the South, I think.)

I'll talk with my supervisor at work and she'll give me an instruction, I might say "Yes, ma'am" or "No, ma'am". Now, she's my age. But in my mind, she's a person to be respected because, well, hey, she's my boss. Others in my office think I'm weird. But you know what? I might be weird, but no one can say that I don't know my manners.

I'd have had the stuffing beaten out of me if I didn't address my parents or my grandmother as "sir" or "ma'am", I can tell you that. Today's kids? They'll laugh in your face if you even suggest it.

Definitely a sad decline.


XBS - 42 and fabulous :D
Remarried happily in 2013
A relationship is built for two. But apparently, some bitches don't know how to count!

Posts: 602 | Registered: Jul 2008 | From: The Chesapeake Bay
amitheow
Member
Member # 4691
Default  Posted: 9:36 AM, June 12th (Wednesday)

I'm in customer service. I try so hard all day long to be nice and do what I can to fix problems. People are generally nice back.

HOWEVER Direct TV has the worst customer service EVER and I let them know. I, too, went on what was probably a recorded rant. I hate it.


Old Timer, Just here to help
My screen name is: Am I The Ow? - Not Ami the OW.

Because in my situation I didn't know if I was the OW at first or if I was being cheated on. Found I was being cheated on.


Posts: 5082 | Registered: Jun 2004 | From: Texas
Clarrissa
Member
Member # 21886
Default  Posted: 6:33 PM, June 12th (Wednesday)

Fireball, not from the south here. Raised here in the midwest. But I was taught the ma'am/sir from an early age. I addressed women as Miss (married or not) and men as Mister. I was in my teens before I called an adult by their given name but more often than not I'd slip back into the Miss/Mister. Took years for me to break that "habit."


BH Cee64D - 48
WW (me) - 49


All affairs are variations on a theme. No one has 'Beethoven's 5th' to everyone else's 'Chopsticks'.


Posts: 5860 | Registered: Dec 2008 | From: A better place
circe
Member
Member # 6687
Default  Posted: 5:53 AM, June 13th (Thursday)

My most hated but frequently encountered customer service pet peeves:

- When the cashier complains to me about their job, while they're ringing me up! I had a cashier telling me she was counting down the minutes til the end of her shift because she hates working there and is looking for another job. I've had a cashier on her cell phone, crying, while ringing up a pair of shoes at a DSW, complaining to whoever was on the phone that her manager yelled at her!

- In grocery stores when they will elbow you out of the way or block entire aisles to stock shelves or practically run you over pushing cargo carts, presumably stocking up for more important customers?

When I get good customer service these days I go out of my way to tell the person how much I appreciate it. On the phone, when someone actually tries really hard to help you solve your problem, I almost want to cry with gratitude. This recently happened with my health insurance tangle of bills. A nice, nice man was with me for probably 30 minutes untangling the chain of billing statements that led to the confusion. I wanted to bake the dude a cake, I was so grateful for his help. DH was like "it's kind of his job, right?" Well yes, but someone doing that these days is a wonderful surprise.


Posts: 3183 | Registered: Mar 2005
metamorphisis
Administrator
Member # 12041
Default  Posted: 5:59 AM, June 13th (Thursday)

When I get good customer service these days I go out of my way to tell the person how much I appreciate it.

This. I went into a medium sized office supply chain store awhile ago. I was greeted with a smile and a hello at the door. Then as I wandered around I was greeted and asked if I needed help by every single employee I came across There had to be at least 5 of them!
The manager was the one who rang up my stuff and I made a point of saying how friendly they were and that I hadn't had service like that..well in a looonnngg time.
He said it was really important to them and with all the competition out there that they could hopefully make people come back by just being nice. And he was right! I'll go out of my way to go there now just because it's always so pleasant



“We don't see things as they are; we see them as we are.”... Anais Nin

Posts: 43988 | Registered: Sep 2006
jo2love
Moderator
Member # 31528
Default  Posted: 12:12 PM, June 13th (Thursday)

When I receive good customer service I make sure to let the mgr or district mgr know and/or leave a sizable tip depending on the situation.

On the flipside, I have been on hold for 21minutes so far today. This is the 6th customer service rep in a week that is not helping on the same situation. I'm frustrated. Anyone have chocolate?


Posts: 33938 | Registered: Mar 2011
Dark Inertia
Member
Member # 30727
Default  Posted: 4:40 PM, June 13th (Thursday)

I recently had my credit card payment go to my SO's card. So my card was carrying this balance while my SO had a big fat credit from my payment! Our cards are with the same bank.

I called a rep, who was so amazing. He did a conference call with my bank (to verify that the funds had cleared) and then in like 10 seconds he had moved the payment over. The next day I got a letter of apology from my bank, and 3 days later I saw that my statement balance was paid off. I received an email for a survey. I had gotten the rep's name, employee ID, and his location. I practically wrote him a love song to the credit card company, I was so thrilled with how he handled things. There are people out there who know how to provide excellent customer service! :)

[This message edited by Dark Inertia at 4:41 PM, June 13th (Thursday)]


"If I listened earlier, I wouldn't be here. But that's just the trouble with me. I give myself very good advice, but I very seldom follow it."

Posts: 1177 | Registered: Jan 2011 | From: The Ohio
metamorphisis
Administrator
Member # 12041
Default  Posted: 4:51 PM, June 13th (Thursday)

On the flipside of this Dh used to work in customer service for the large local gas company in their billing department. They were so strictly monitored on every call, so many touchpoints to hit that honestly it was hard to even have a conversation. You know when they just say weird things out of the blue? It's because they have to.
The company decided to save money they would not do their quarterly audit one spring. What that resulted in was all the customers on equal billing who spread equal payment throughout the year got HUGE unexpected bills because they had been undercharged half the year. I mean if you are a little old lady on fixed income, and you get a thousand dollar gas bill all of a sudden it's pretty upsetting . He felt so bad for them. They were told in no uncertain terms to LIE. To make it the customers fault. To tell them they need to read their bills more carefully and that they had x amount of days before they were cut off.
Dh was the only one of out his team who absolutely would not do it. He requested a meeting, and very thoughtfully presented his points and suggested other ways they could handle this that didn't require him to lie and strong arm. Understand this was just after d-day and he was working hard to live by his ethics and be someone he could be proud of.
They wouldn't hear of it. Asked him to sign a form stating he was refusing to do his work as directed.

He wouldn't. He was suspended and quit.
So sometimes people are trying for you and they are completely backed against a wall.



“We don't see things as they are; we see them as we are.”... Anais Nin

Posts: 43988 | Registered: Sep 2006
MoreThanMe
Member
Member # 25451
Default  Posted: 9:02 PM, June 14th (Friday)

I think there are bad customers & bad employees. I've been on both sides.

What KILLS me- is when people are rude to the person who is helping them- one, they may be just doing their job- but even more than that being rude to someone isn't exactly going to motivate them. So funny,.

When I worked in the prosecutors office as an attorney- every once in awhile jerk defense attorneys would demand ! Something or another. I always thought- ill get it to you- have past never! I would get it to them about 1/2 second before the latest time I could. Funny thing about those papers that they demanded- damn if if they didn't always- somehow- get soooo out of order- I mean like someone had just dumped a bunch of documents in a box. So odd....

[This message edited by MoreThanMe at 9:03 PM, June 14th (Friday)]


Brevity, typos & misspellings provided by my ipad and fatigue.
It's been 4 years, SA husband sober. We're doing okay. Today.

fWH had ONS with High School Principal he met on Ashley.com. 08/25/2009


Posts: 696 | Registered: Sep 2009
sullymeishadomi
Member
Member # 16305
Default  Posted: 11:43 AM, June 15th (Saturday)

What annoys me is when people take things personally.

Ive had situations where I have been upset about something which is why I called customer service. Right up front I explain to the person Im very upset about xyz and I understand its not their fault personally. Then I go into my problem. Next thing I know the person is threatening to hang up on me because I am rude to them. Wait! Didnt I begin with 'Im upset and I know its not your fault personally'? I cant tell you how many times this has happened to me.

Or as a customer service personnel people say its my fault personally that xyz took place. I dont mean by using the term "you" in general form but me directly. A few months ago I had the pleasure of unsuccesscully trying to explain to a person their missing product was not **my** fault.

Again, it comes down to manners, respect and throw some common sense into it, too.

Meta Im not suprised your h's ex-company asked him to lie. That seems to be a common theme these days, lying. Kudos to your h for standing up and doing the right thing


People tell you exactly who they are...why expect them to be what they are not

Posts: 8210 | Registered: Sep 2007
Topic Posts: 37