Is the customer really always right? What they said/what you wish could say...

[Miss July]

Customer: Do YOU know who I am?????
Me: Noooooooo Do YOU know who I am?
(insert polite smirk here)

My all time fav's when they ask me how come I didn't know something related to their trasactions................ I'm sorry My crystal ball is broken, let me get back to ya.

Thank you for your anticipated cooperation in this matter.

If you can't give me the answer I WANT, get me the person who can.

[AtLast]

When working in a family business, I certainly had this drilled into me. Unless a customer was abusive, they were right, period.

To be honest, I think the level of courtesy and helpfulness in customer service has declined- mainly due to big box stores that sell on volume. The "good name & faith" of a business does not mean what it used to.

[Hollylane]

The problem in phone centers, is that the customers are often abusive because they are not standing in front of you.

[AtLast]

Originally Posted by Hollylane

The problem in phone centers, is that the customers are often abusive because they are not standing in front of you.

True. And online this is often true as well. Sometimes, I really think that our positive face to face communication skills are going to be a thing of the past. Automation of things not only has affected employment, but how we speak to one another. Sometimes I am sickened by how rude and sarcastic people have become- it is different than in the past in social situations to me.

A whole lot of entitlement going on when I think we are all "entitled" to courtesy and a willingness to communicate with each other in a way that leads to mutual understanding no matter if it about a product I bought and want to return or hearing out a loved one or friend.

[Dominique]

Originally Posted by AtLast

True. And online this is often true as well. Sometimes, I really think that our positive face to face communication skills are going to be a thing of the past. Automation of things not only has affected employment, but how we speak to one another. Sometimes I am sickened by how rude and sarcastic people have become- it is different than in the past in social situations to me.

A whole lot of entitlement going on when I think we are all "entitled" to courtesy and a willingness to communicate with each other in a way that leads to mutual understanding no matter if it about a product I bought and want to return or hearing out a loved one or friend.

I have something to say that fits exactly what Atlast has said. I am very involved my neighborhood. No need to elaborate on that any further. What is going on in Pittsburgh is a property reassesment. This feels unfair to many. It's been 9 years since the last reassesment. Now, just because the value of your home and or property may have been increased, this does not mean AUTOMATICALLY, your taxes increase. Today, at Lunch time, the Mayor, the Treasurer, and various members of the city tax Department
held a meeting in my neighborhood to help people understand. They also
layed out in a simple powerpoint illustration and handouts how to file tax appeals if you feel your assessment is out of line. People were angry. One person rippped up their assessment as some kind of protest. They wouldn't listen to any reasoning. I understand fear is a root cause. I raised my hand and when the microphone was passed to me, I spoke. I spoke about filing an appeal on the last assessment. (2002) I told the crowd I walked around the neighborhood, took photographs. Looked for properties that were similar in size, structure and date built. The internet was a new thing in 2002, so I went to the City County Bldg and looked up information on these properties I was going to take to my informal appeal. Some were comparable, some were not. In the end, I felt I was able to prove my tax assesment in 2002 was far too high. I was interrupted twice by some angry woman. I just kept giving her an evil look. I then talked about now, how all that information is on the internet, and how much easier the process is. It was far from hostile. This time some guy started to yell at me. When I am speaking publicly, I do a pretty good job with my filter but
he actually said *Listen Babe, I ain't got time for all that shit* Listen Babe?
So I threw away the filter. *No, you just came to fight. Part of the problem. Never interested in a solution*.

It gets old, and I'm pretty sick of rising above it. You can be ignorant back to them, and they don't even know it.

Rant over.

[scootebaby]

I have been doing what i do for over 16 yrs...i used to go with the whole "the customer is always right". Since moving where i am,working in the town i do,i have GREATLY amended that. Its about a 60/40 split. I have no problem dealing with a little "upsetness" when i or my staff am in the wrong HOWEVER i have learned to spot the little signs of when people are just trying to get something for nothing,and i will call bullshit. I have been given a lot of unofficial leeway on this because of the area we are in. Dont get me wrong i am still nice--til its time to not be nice-to the customer,but if they continue to be rude or threatening i do not tolerate it.

its a fine line to work,and im sure i dont always walk it perfectly,but i do NOT agree that they are always right in this day and time.

ps...the common line is..

customer: you are a bitch
me:yes i am,thank you

[curlyredhead]

In our company, the customer isn't always right and we will make sure they are aware of that! Not to be rude, but we have an entire clause on the back of our invoices. Secondly if I tell you that you can not return the material once it is cut I mean that! Also don't try to tell me I typed up the wrong material when I repeated to you 2 times what you are getting. I also had you check the invoice before you walked out the door. LOL

[homoe]

I haven't worked retail for the past 11 years! After 30 some years I burnt out. I know it takes a special person that can deal with the public day in and day out though, and it's not a job for just anyone.

[AtLast]

Originally Posted by Dominique

I have something to say that fits exactly what Atlast has said. I am very involved my neighborhood. No need to elaborate on that any further. What is going on in Pittsburgh is a property reassesment. This feels unfair to many. It's been 9 years since the last reassesment. Now, just because the value of your home and or property may have been increased, this does not mean AUTOMATICALLY, your taxes increase. Today, at Lunch time, the Mayor, the Treasurer, and various members of the city tax Department
held a meeting in my neighborhood to help people understand. They also
layed out in a simple powerpoint illustration and handouts how to file tax appeals if you feel your assessment is out of line. People were angry. One person rippped up their assessment as some kind of protest. They wouldn't listen to any reasoning. I understand fear is a root cause. I raised my hand and when the microphone was passed to me, I spoke. I spoke about filing an appeal on the last assessment. (2002) I told the crowd I walked around the neighborhood, took photographs. Looked for properties that were similar in size, structure and date built. The internet was a new thing in 2002, so I went to the City County Bldg and looked up information on these properties I was going to take to my informal appeal. Some were comparable, some were not. In the end, I felt I was able to prove my tax assesment in 2002 was far too high. I was interrupted twice by some angry woman. I just kept giving her an evil look. I then talked about now, how all that information is on the internet, and how much easier the process is. It was far from hostile. This time some guy started to yell at me. When I am speaking publicly, I do a pretty good job with my filter but
he actually said *Listen Babe, I ain't got time for all that shit* Listen Babe?
So I threw away the filter. *No, you just came to fight. Part of the problem. Never interested in a solution*.

It gets old, and I'm pretty sick of rising above it. You can be ignorant back to them, and they don't even know it.

Rant over.

This is such a good example of what I was talking about! Thanks. Also, I agree with how so many people in these kinds of meetings really do just come to argue and go on about themselves and what inconvienences them. I get so tired of the I, Me, Me, Mine generations arising with Gen X. The entitlement and lack of a sense of community and working with others makes me nuts.

LOL, keeping that filter going can be difficult when an idiot thinks his time is the only time that is important- and predicates his response with a sexist flair.

[Hollylane]

Updating a service application...

Me: Are you still working at "The Good Guys"?
Customer: No
Me: Ah, so you're working for "The Bad Guys" now? :smirk:
Customer: No, I work at Walmart now.
Me: :holding my breath:

[ruffryder]

I enjoy being a smart ass to rude customers with a smile of course! hehe.


Man calling: I'm sitting on your ramp right now waiting for valet parking and it's taking awhile. How long does it usually take to get service?

Me: well sir, I understand your concern but it's a busy time right now.

Man: How long does it take?

Me: They should be right with you. Sir if you would rather not wait you are free to continue on and self park in the garage on the right. *SMILE*

Man hangs up.. Me Smiling. hehe.

[Hollylane]

Me: Nancy, I have scheduled a stop of billing on 06/27/12 for your electric service, and I have your final mailing address as ______. Is there anything else we can help you with today?

Nancy (in a very grave tone): Yes, I want to talk to you about something. Have you ever heard about electro magnetic fields causing your customers to levitate off of their bed by 2 to 3 feet? I have many metal parts in my body, and your electricity grid is causing electricity to flow from the metal parts into my veins...and I have levitated! Is your company looking into this?

Me ('cause I know stuff I should not know): No, Nancy, that is not something that is caused by the power stations in your area. Perhaps you should look into living in one of the communities that exist without electricity or power lines near them. There are communities of people who live away from populated areas, because they feel that they are sensitive to power stations and power lines.

Nancy: There are? Wow, I'm going to look that up on the computer at the library!

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

My comment, unheard by the customer while I pressed the mute button:

"Nancy, it's possible that when your head stops spinning, you may want to contact the nearest Catholic Church regarding your exorcism"

My observation...after the call, when I explained the conversation to a co-worker (or 5..ha!): "I sure hope she doesn't levitate while she's using the computer at the library later..."

On a serious note, I do realize that my customer is probably suffering from a mental disorder, and I am empathetic...But, sometimes...the situation is just so absurd, that I feel it is okay to have a good laugh, as long as the customer never knows you did.