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

[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.

[Peach]

customer--this soup is bad
me----whats wrong with it?
customer--its bad
me----is it cold?
customer--no, its bad, I dont like it. I have never liked mushroom soup
me----you dont LIKE mushroom soup, why did you order it?
customer--I wanted to see if I still didnt like it. I dont, I want my money back, and a different kind of soup
me----I'm sorry, if the only reason is you dont LIKE the soup, and never liked it, I cannot refund your money. there is nothing wrong with the soup. I am happy to give you a different kind, but I will have to charge you for it.
customer--thats stupid, you are stupid, your soup is stupid.
me----I'm sorry you feel that way.
me--(in my head) you stupid sonofabitch, if you never liked mushroom soup, dont order it, I'm not giving you free soup, buecause YOU are stupid!

on a daily basis, this happens in one way or another. Tim Hortons, gotta love it.

[weatherboi]

I had to learn how to navigate my way around clients that think their warranty covers self inflicted damage. I think it is ok to tell a customer they are in the wrOng. I think it is important to find a way to do it so not to receive complaints about how it is handled. The goal is to make everybody think they won something.

[homoe]

He should of went with the donuts! lol

[Hollylane]

Starting a new service application today:

Me: Is English okay for your Rights and Responsibilities Letter?
Customer: Oh yeah, because I'm white.
Me: :silent because I am trying not to vomit in my mouth:

[twist of lime]

Sometimes, there is no getting around it, no matter what you say, no matter what you do, no matter how you cradle them in your arms and flip their lips back an forth with your finger, sometimes they're just an asshole.

[skeeter_01]

i work in a huge level 1 trauma center/ER (university of michigan)....the customers we work with are the pt who is sick and scared and not always very nice...unfortunately..the nurses (have i mentioned that we have the BEST nurses in the country????)...are the ones who catch most of the shit...uhhh...sometimes literally!!..we've had our nurses and techs get physically assulted by pts and visitors alike...

the other customers we deal with are the family memebers...talk about people being scared! imagine your loved one lying on a trauma bay cart...SO many things that can happen or go wrong to the human body...OMG!! you have NO idea!!...

alot of the family members are polite and very nice...but there are some who. become very nasty and abusive...usually due to fear and grief or frustration because the medical staff isn't moving fast enough to suit them...

it's a tough job but i LOVE it!! i love the staff...the nurses, the docs and us clerks...we're one big family and we do our job well!!

[Hollylane]

Unbelievable

Hollylane: I would be happy to help you with a payment arrangement Debbie. When are you able to make an initial payment?

Debbie: I don't need a fucking arrangement. I am going to pay $100 once a month, like I have been doing for the past 3 months.

Hollylane: I wish I could say that $100 would be enough to stop the pending disconnection, but unfortunately, your usage has increased to $180 per month on average. Portions of your past due balance are now more than 90 days old, and $100 is not enough to reduce your balance, because your usage is higher than $100 per month. At this time, I'd be happy to help you with an arrangement to stop the pending disconnection, but we're going to need to catch the balance up by the next notice due date, because you're already on an 11 month payment plan.

Debbie: I'm paying $100, I don't give a fuck about how past due I am.

Hollylane: Debbie, I'd really like to help you with a payment arrangement today that will keep your service active. I can use the first payment of $100 to extend the due date with an additional payment of $500 by 08/14/12.

Debbie (yelling to husband in the background): Rich! Hurry up! The line for Space Mountain is moving!! Hurry! Hurry!

Hollylane: Debbie?

Debbie: I'm only paying $100 every month, and you better make those fucking automated machines stop calling my Iphone, you're wearing down my battery and I'm not answering them or listening to the messages you people are leaving. I'm on vacation!

Hollylane: Debbie, I'm unable to stop the calls, but you can stop them yourself by answering and interacting with the automated menu. I just want to make sure you are aware, that I can't guarantee that your electric service will remain on beyond the 16th without a payment larger than $100, unless we have arrangements for a second payment. Can I help you with arrangements for a second payment?

Debbie: Let me talk to your fucking manager, bitch. I already told you I'm not paying more than $100 a month.

Hollylane: I'd be happy to let you speak with my supervisor or lead Debbie. I'm sure they will be glad to help you with an arrangement for a second payment. Can I have you hold for just a moment while I locate one for you?

Debbie: Sure, put me on hold, I'm not paying more than $100. (calling out to Rich) "Fuck, I told you we had to hurry. Do you want to keep waiting in line or go get burgers?"

Hollylane: Debbie, thank you for holding. I have my supervisor Ben on the line, he'll assist you from here.

Ben: Thank you Hollylane. How can I help you today Debbie?

Debbie: I told that bitch more than once I am only paying $100 this month! That is what I pay every month.

Ben: Debbie, as of today, you're account is $400 past due, and portions of that are over 90 days in arrears. We're going to need the full $400 to avoid an interruption of service, no later than 07/16/12, with arrangements for the remaining $200 to be paid no later than 08/14/12.

Debbie: Can I talk to that girl again? She said I could pay $100 now to cancel you turning off my lights, and $500 on 08/14/12.

Ben: I'm her supervisor Debbie, you requested to speak with me. Based on your account status and payment history, we will need $400 to cancel the pending interruption, and an arrangement to pay the balance of $200 on 08/14/12.

Debbie: Fuck. You people are such bastards. (yelling) Rich! Give me the credit card. (mumbling) I guess we're not going to Universal Studios...

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


I seriously am left speechless sometimes...Disneyland before your electric bill? She wasn't even hiding it...

[Hollylane]

I'm not sure who got the "customer of the day" award yesterday...

This guy:

Hollylane: Thank you for verifying your information Bob. How can I help you?

Bob: You can help me by removing my name from this account with my bitch whore of a soon to be ex-wife!

Hollylane: (after long pause, while holding breath, and in an overly cheerful and high pitched voice. Also, I may have bounced on the balls of my feet with my extra enthusiasm) I can help you with that Bob!

or this gal:

Hollylane: Thank you for calling ___, may I please have the address or the account number that I can help you with?

Becky: OMG! I can't believe you people are charging me this much money for my light bill! OMG!!

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

What I would have like to have said to Becky....

OMG! I can't believe you use chat lingo when you are actually talking to a person about your "light bill"!! OMG!!

and...

OMG!! If this were actually a bill for just your "lights", we wouldn't be having this conversation. Unless, it is time to reconsider whether the growing lights you are using are energy efficient? If we have to call it something other than the "electric bill", can we be a bit more realistic, and call it your "large appliance bill"? I'm just sayin'.....

[femm_cb]

I deal with a lot of attorneys, with all due respect, I wonder how a few even managed to pass the bar?

[psykftm]

I work at a gas station at the moment...
I really just can't stand the sweetie, honey stuff. I never understand how (typically male) customers come in, and despite how butch I look still find it so easy to drop something like a babydoll. Pisses me off its just damn, really?

One time this dude walks in and drops ten of them in one sentence. No one was in the store, so I decided to vent this time. I told him I didn't like to be called those types of things..he argued and said I shouldn't care because all his female co-workers see it as him being affectionate. Wtf. So when I said I didn't want his affection, he was all "well I was going to get gas but you can forget it". He didn't freakin leave though! He just kept talking about what it meant to him..he couldn't hear a damn thing I said about how it affected me. Eventually I told him to get out of my store. A year eroded me though, and now I only tend to fight on it with my regulars. One of them even started calling me sir when I explained, so that was a bit healing for me..that guy is cool as hell.

I just can't believe people sometimes...my truck driver would call me "mama" and "baby"...and so I explain that I have contemplated ftm, and that I really dislike those types of titles. I thought he totally understood. He's all "some people can be so disrespectful with that" and basically went on about how he didn't think there was anything wrong with ftm, alla that...then when he leaves he goes, "alright, see you next time princess". Not as a stab...he was seriously just that freakin stupid. I really just wish people didn't through those terms around without a second thought.

That's my rant, I hope I didn't offend anyone who appreciates those terms, and also didn't mean to imply that all butches hate those phrases.

[Hollylane]

And the customer of the week award goes to Christina...

5:06 pm 05/16/2013: After the standard greeting, and the address for the service is pried out of Christina, while she dove down more rabbit holes than I could have ever imagined....

Hollylane: Christina, I don't see that you have been authorized on Vance's account, so, unfortunately, I can't discuss the account information with you. However, I will tell you that we have sent for the reconnection at the pole, for electric service at this address.

Christina: We paid you good money a 1/2 an hour ago, why is my F*@##$@ing electricity still off????!!!??? I don't know why they did it at the pole anyway. The a**hole who turned it off told me there would not be any reconnection fees, you better not have charged a fee!!! I want my power on NOW!!! Did you charge me a fee???

Hollylane (after reviewing the notes, seeing the standard pole cut-in fee of $75, and noting that no payments had been received in the past 6 months): Christina, is the account holder available? I'd be happy to talk with you about any charges to the their account, if I can verify that I'm able to discuss Vance's account with you.

As to the reason for cutting the service out at the pole, according to the notes for this address, our service person was unable to access the meter, because you were blocking it with your body. Because this is a restoration at the pole, it requires a bucket truck to restore your power. The bucket truck crews are also working to resolve outages, and it could be up to 24 hours before the electricity at this address is restored. Had we cut out at the meter, it would have only been a few hours, at the most. Without discussing the account information, I can advise you that reconnection fees for service disconnected at the pole, are the same for all customers, and the amount would be $75. Had this been done at the meter, the fee would have only been $30.

Christina: WHAT??!!!??? He's a f**ing LIAR!!!! I didn't block nothing!!!!!! I want the power on by MIDNIGHT, with NO FEES, or I am filing a complaint!!!!

Hollylane: I'd be happy to provide you with the Public Utility Commission's telephone number, but I'm afraid they would need to speak with the customer of record.

Christina: I want to talk to your Supervisor right now you moron!

Hollylane: Christina, I can get someone on the line for you, but unfortunately, they would not be able to help you anymore than I can. You are not on the account, and we cannot provide you a time frame for reconnection, other than the 24 hour window, that the account holder was advised of at 3:15 pm today.

(I continued to explain the situation to Christina for another 10 minutes, while she continued to curse me out)

Hollylane: I'm afraid this conversation has become non-productive Christina, I am unable to assist you with your demands, and I am unwilling to continue with this call while you verbally abuse me. Please have Vance give us a call, if he has any further questions.

Christina: #@)(*%_)@#$($#_$_$@(*!!!!!!!!!!!!!!!!!!!!!!!!!

*CLICK*

3:00 pm 05/17/2013 (23.75 hours later): Service was restored. Notes on the account showed that she had continued verbally abusing our 24 hour outage reps throughout the night. I can't help but wonder if the bucket truck crew, saved this cut-in until only a few minutes remained in the 24 hour window, because of her behavior. If they did, I want to buy them a round.

[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:

[nekohl]

I spoke with a customer over the phone this morning about the availability of a certain car.
His question went along the lines of "when ya'll gonna git that car?"

To which I replied "that car is not being released in the US at least not at this time."
He none to politely said "well I READ on the INTERNET that ya'll be gittin em in the spring of 2012, maybe YOU should go ask sumbody HUNNY."
(At which point I have to take a deep breath. I hate it when they call me that)
And so, I said " well, sir, according to my communications, direct from the manufacturer, that car will not be released to the US at this time."

He said very sarcastically back to me "well, I guess the INTERNET wuz wrong."

"Yes sir, you can not always believe what you read in the internet."

The customer who researches the internet is not always right.

[Gemme]

Originally Posted by 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.

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.

You are right. It used to be that the customer was always right and that's because, most of the time, they were. Or at least it was an honest mistake and not the customer trying to take advantage of a loop hole or trying to get something for free.

Nowadays, everyone feels entitlement. Kids feel entitled to expensive toys and clothes and getting their way, adults feel entitled to a better life and getting their way. Okay, so some of that bleeds on both sides, but it's the way things are now. Sadly so.

Originally Posted by weatherboi

I had to learn how to navigate my way around clients that think their warranty covers self inflicted damage. I think it is ok to tell a customer they are in the wrOng. I think it is important to find a way to do it so not to receive complaints about how it is handled. The goal is to make everybody think they won something.

A lot of the time, I know folks just want to be heard and to vent. I know this and can usually provide them with that. When that happens, a solution can usually be found.

It's those jerks that, like in the examples above who just want to fight and be ignorant, that ruin it for everyone. Some folks take the phrase 'the squeakiest wheel gets the oil' very literally.

For myself, I have to be honest and say that I have it much better than I did before, when I worked in open retail and hospitality. Now, I see new folks regularly, and some of them are absolutely jerks, but most of the folks I see are my current customer base and they have been here for a while. I know who to call and bug with delinquent calls and who will eventually creep in here at the eleventh hour, who is going through a hard time and who was just blessed with the keys to a new house, who doesn't mind paying the charges that they ring up and those who will give me grief.

One of them brought this thread to mind yesterday when she was going on and on about the benefits and yumminess of Arbor Mist wine and I have to say that I agree with her. Blackberry merlot is da bomb.

[Kobi]

Having spent the last week trying to resolve a payment issue, I am not at all pleased with supposed customer service people. In this case, I paid my bill but the money was digitally removed from my account and applied to someone else's account. So, I show as in arrears.

I have spent about 8 hours in 7 days talking with the financial folks who are supposed to help me resolve this. When I call I never get the same person nor will I be transfered to the same person. I am stuck having to deal with whomever answers the phone, have to go thru the story again, have to wait while they recite the history on the computer of all the other calls for the week, wait while they track stuff down that they requested be faxed to them but cant seen to find until the 12th computer screen, then listen as they tell me what they requested wasnt sufficient to resolve the problem. So, then I get this particular persons input as to how to solve the problem which has yet to solve the problem.

In utter frustration today, I found myself lambasting some poor manager who really could have cared less about resolving the issue or understanding my anger and frustration. I do not like to raise my voice but I was screeching at these idiots. It was like talking to a brick wall.

It is rare that I get a customer service person anywhere who seems to know what they are doing or how to resolve an issue. I find the same problem when I get a manager or supervisor on the phone.

I find they expect me to kiss their asses when they made the error not me. I find they expect me to jump thru hoops to resolve a problem they themselves created. I find they are more than happy to treat me like caca rather than admit their own internal problem solving issues.

Verizon is on my fecal roster today. And I really pity the next person I have to deal with.