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

ruffryder · 09-13-2012, 10:38 AM

At work last night..

One guy concerned with paying $20 for valet parking and mentioned that he shouldn't have to because he is spending $4,000 at the restaurant tomorrow night.

Me and co-worker after he left gruntled and finally forked over a $20. . "Sheesh, $20 for valet shouldn't be nothing compared to the dinner."

Another lady.. OMG $20 for valet?! Are you serious?! I have a room here and I have to pay for valet? To which I replied, "yes, ma'am. I can bill it to your room if you like. It's only complimentary if you are in a club level room." Her: "OMG. I don't want it billed to my room." Me: "Ok, then it's $20." Her: "I don't want to pay." LOL Finally she pays. Then she changes her mind and says, "Just bill it to the room." All the while she is trying to talk on the phone to someone while trying to figure out her bill. I finally have had it and in a nice stern voice say, "Ma'am, I can do whatever you like just let me know." *laughing*

ruffryder · 11-28-2012, 07:35 PM

at work overnight.. after I found a woman drunk stumbling.

Me: "Ma'am, can I be of assistance. Help you find where you are going."

Her: "You aren't gonna arrest me, are you?"

Me. "No ma'am. I'm going to assist you and help you get to where you are going. Do you have an ID on you?"

Her: "Where's my pants?"

Me:

Her later walking as I escort her: "I can't believe I'm walking without my pants. I so hate you."

Me:

After she gets to where she needs to be she says, "Can I get a hug?" As I walk away fast, I wave and say, "Bye ma'am. Have a good night. Enjoy your stay!"

DMW · 11-29-2012, 06:33 PM

Hell No the customer isn't always right...they are human...as i said to the pushy Dr..."get line like the rest of em."

And the big dude that thought i couldn't deal..."she didn't make the shoes"
Sorry bro...i have been up against bigger men than you on the streets of
chicago....hahahahaha...nice try

Hollylane · 12-18-2012, 11:24 PM

I had few intelligent conversations today...None of them were with customers...

Examples:

"What do you need my address for? I just want to talk to you about my bill!"

"I don't care if you are not able to access a system to process my payment for me, you're still going to do it!"

"I paid $300 in July, how the fuck is my bill $700 now? Why is my power off, when I just paid $300 in July???" (this was one of two payments made in 2012

)

"What do you mean $25 dollars is not enough to keep my power on? That is all I can pay until February!" (the past due balance is $350 and 90 days old)

Things I said to customers today in exasperation:

"I'm sorry that's frustrating to you Bob, but cursing and yelling at me to process your payment, when I am unable to do so, is really not making your day, or mine any more pleasant. What I can do to help you, is transfer you to the automated system, which actually can process your payment."

"I understand that it is cold outside, and that it is frustrating to be without power temporarily during inclimate weather. However, I am unable to give you a reason for the outage, or an eta on repairs when you are the first person reporting the outage."

"No Brittney, we generally aren't able to get a crew onsite within 5 minutes of an outage being reported. No, they are not able to call you when they get there, they are attempting to determine the cause of the outage, and restore service for all of the 1500 customers without power. I'm afraid calling you to let you know they have arrived, is not something I'm going to ask them to make time for."

"Candy, you asked me why your bill doubled, and I attempted to talk to you about some of the reasons that can happen during the colder months of the year. You said that I was lying and called me a rude name referring to the female anatomy, I'm pretty sure this call is non-productive for both of us. What was that? I'm a what? Happy Holidays!" :click:

"Excuse me? You're actually asking me to stop being so pleasant? I apologize, I am unable to grant that request, you see, I work in customer service."

"What? No, we can't turn it on immediately. It will be some time today, barring any major outages. Yep, that's right, we did turn it off 15 minutes ago, and we cannot restore it instantly. Yes, again, that is what I said, we cannot turn it back on immediately. Okay Rebecca, I'm pretty certain that leaving it on for 4 months without payment, mailing multiple notices, and calling you more than 10 times a month to warn you that it could happen is not the same as turning it off at the drop of a hat. Thankfully, you won't have to wait as long as we waited for payment to get the power restored."

Hollylane · 01-18-2013, 12:41 PM

Me: Is there anything else I can help you with today Jeremy?

Jeremy: Yes, there is Hollylane. Can you come over and make me breakfast?

Me: Um....no, but that was original Jeremy...

Hollylane · 01-24-2013, 11:41 PM

Here's a thought...If you haven't paid your bill in several months, broken every payment arrangement, have a bill that is over $300 in arrears, and are pending interruption of your service, and you're calling customer service to ask for another extension, it's probably a good idea to treat your CSR with some respect, instead using dripping sarcasm and nastiness, despite their every effort at remaining calm and cordial.

For most of us, it is easy to figure out that being nasty to someone, is really not a good way to ask them to do you a favor.

I'm just sayin'...

Also, CSRs are required to ask certain verification questions, to secure your personal information, to set up payment arrangements, and to make changes to your account. We don't do it to annoy you, and we don't do it to keep you on the phone (we have stats to meet. So, why would we do that?).

If you want off the phone sooner, all you have to do is realize, that we are required to do our jobs as we are trained, and cannot change that for you without reprimand, and we want to remain employed. If you keep talking about it, and complaining to the person helping you, your call to customer service just keeps getting longer.

Hollylane · 01-29-2013, 10:26 PM

Me: Thank you for calling ____Electric, my name is Hollylane. May I have the address that I can help you with?

Customer: 7895 NE 22nd PL

Me: Thank you. I heard 7895 NE 22nd PL, is that correct?

Customer: Yeah.

Me: I am unable to locate that in our system, do you have an account with us at that address?

Customer: No, I have service with ____ Gas & Electric.

Me (on mute "Oh for the love of..."): May I have the address that I can help you with?

Customer: Yeah. I'm callin' about my closed account with you people.

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

Me: Thank you for calling ____Electric, my name is Hollylane. May I have the address that I can help you with?

Customer: PO Box 449, Astoria, Oregon.

Me: May I have the address that you have service with us at?

Customer (exaggerated sigh): PO Box 449, Astoria, Oregon.

Me: May I have the address where we provide electric service to you?

Customer: Can you look it up by my name? My name is Mrs. Jones.

Me (on mute "are you fucking serious?"): What is your first name Mrs. Jones?

Customer: Why do you need that?

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Me: Thank you for calling ____Electric, my name is Hollylane. May I have the address that I can help you with?

Customer (mobile phone cutting in and out, crackling painfully): ________ Johnson Creek ___ Barbara ______ payment ______ HELLO???_____ Need ____ Don't _____

Me: Ma'am, I'm unable to hear you, can you move and find a clearer signal?

Customer: No ____ you listen ____ with it ____ HELLO???

Me: Ma'am, I am sorry, I am unable to hear you, please call us back at 503-XXX-XXXX, when you reach a better coverage area.

Customer: Don't ___ dare ____ up _____ HELLO???? ____ stupid bitch ____ hung ____ on me #$$@#@#$!!!!!

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

I ask you, does it really need to be this difficult? What is wrong with people?

12-18-2012, 11:24 PM	#4
Hollylane Practically Lives Here How Do You Identify?: . Preferred Pronoun?: . Relationship Status: . Join Date: Jun 2011 Location: . Posts: 11,495 My Photo Gallery Thanks: 34,694 Thanked 26,362 Times in 5,875 Posts Rep Power: 21474862	I had few intelligent conversations today...None of them were with customers... Examples: "What do you need my address for? I just want to talk to you about my bill!" "I don't care if you are not able to access a system to process my payment for me, you're still going to do it!" "I paid $300 in July, how the fuck is my bill $700 now? Why is my power off, when I just paid $300 in July???" (this was one of two payments made in 2012) "What do you mean $25 dollars is not enough to keep my power on? That is all I can pay until February!" (the past due balance is $350 and 90 days old) Things I said to customers today in exasperation: "I'm sorry that's frustrating to you Bob, but cursing and yelling at me to process your payment, when I am unable to do so, is really not making your day, or mine any more pleasant. What I can do to help you, is transfer you to the automated system, which actually can process your payment." "I understand that it is cold outside, and that it is frustrating to be without power temporarily during inclimate weather. However, I am unable to give you a reason for the outage, or an eta on repairs when you are the first person reporting the outage." "No Brittney, we generally aren't able to get a crew onsite within 5 minutes of an outage being reported. No, they are not able to call you when they get there, they are attempting to determine the cause of the outage, and restore service for all of the 1500 customers without power. I'm afraid calling you to let you know they have arrived, is not something I'm going to ask them to make time for." "Candy, you asked me why your bill doubled, and I attempted to talk to you about some of the reasons that can happen during the colder months of the year. You said that I was lying and called me a rude name referring to the female anatomy, I'm pretty sure this call is non-productive for both of us. What was that? I'm a what? Happy Holidays!" :click: "Excuse me? You're actually asking me to stop being so pleasant? I apologize, I am unable to grant that request, you see, I work in customer service." "What? No, we can't turn it on immediately. It will be some time today, barring any major outages. Yep, that's right, we did turn it off 15 minutes ago, and we cannot restore it instantly. Yes, again, that is what I said, we cannot turn it back on immediately. Okay Rebecca, I'm pretty certain that leaving it on for 4 months without payment, mailing multiple notices, and calling you more than 10 times a month to warn you that it could happen is not the same as turning it off at the drop of a hat. Thankfully, you won't have to wait as long as we waited for payment to get the power restored."

09-13-2012, 10:38 AM	#1
ruffryder Senior Member How Do You Identify?: FTM Preferred Pronoun?: guy ones Relationship Status: ... Join Date: May 2011 Location: chillin' in FL Posts: 3,690 My Photo Gallery Thanks: 21,951 Thanked 9,679 Times in 2,875 Posts Rep Power: 21474854	At work last night.. One guy concerned with paying $20 for valet parking and mentioned that he shouldn't have to because he is spending $4,000 at the restaurant tomorrow night. Me and co-worker after he left gruntled and finally forked over a $20. . "Sheesh, $20 for valet shouldn't be nothing compared to the dinner." Another lady.. OMG $20 for valet?! Are you serious?! I have a room here and I have to pay for valet? To which I replied, "yes, ma'am. I can bill it to your room if you like. It's only complimentary if you are in a club level room." Her: "OMG. I don't want it billed to my room." Me: "Ok, then it's $20." Her: "I don't want to pay." LOL Finally she pays. Then she changes her mind and says, "Just bill it to the room." All the while she is trying to talk on the phone to someone while trying to figure out her bill. I finally have had it and in a nice stern voice say, "Ma'am, I can do whatever you like just let me know." laughing

11-28-2012, 07:35 PM	#2
ruffryder Senior Member How Do You Identify?: FTM Preferred Pronoun?: guy ones Relationship Status: ... Join Date: May 2011 Location: chillin' in FL Posts: 3,690 My Photo Gallery Thanks: 21,951 Thanked 9,679 Times in 2,875 Posts Rep Power: 21474854	at work overnight.. after I found a woman drunk stumbling. Me: "Ma'am, can I be of assistance. Help you find where you are going." Her: "You aren't gonna arrest me, are you?" Me. "No ma'am. I'm going to assist you and help you get to where you are going. Do you have an ID on you?" Her: "Where's my pants?" Me: Her later walking as I escort her: "I can't believe I'm walking without my pants. I so hate you." Me: After she gets to where she needs to be she says, "Can I get a hug?" As I walk away fast, I wave and say, "Bye ma'am. Have a good night. Enjoy your stay!"

11-29-2012, 06:33 PM	#3
DMW Member How Do You Identify?: FTM/Male (Will 14) Relationship Status: Caught An Angel and she doesn't lie! Join Date: May 2012 Location: @ Posts: 784 My Photo Gallery Thanks: 2,256 Thanked 1,858 Times in 614 Posts Rep Power: 21474850	Hell No the customer isn't always right...they are human...as i said to the pushy Dr..."get line like the rest of em." And the big dude that thought i couldn't deal..."she didn't make the shoes" Sorry bro...i have been up against bigger men than you on the streets of chicago....hahahahaha...nice try

01-18-2013, 12:41 PM	#5
Hollylane Practically Lives Here How Do You Identify?: . Preferred Pronoun?: . Relationship Status: . Join Date: Jun 2011 Location: . Posts: 11,495 My Photo Gallery Thanks: 34,694 Thanked 26,362 Times in 5,875 Posts Rep Power: 21474862	Me: Is there anything else I can help you with today Jeremy? Jeremy: Yes, there is Hollylane. Can you come over and make me breakfast? Me: Um....no, but that was original Jeremy...

01-24-2013, 11:41 PM	#6
Hollylane Practically Lives Here How Do You Identify?: . Preferred Pronoun?: . Relationship Status: . Join Date: Jun 2011 Location: . Posts: 11,495 My Photo Gallery Thanks: 34,694 Thanked 26,362 Times in 5,875 Posts Rep Power: 21474862	Here's a thought...If you haven't paid your bill in several months, broken every payment arrangement, have a bill that is over $300 in arrears, and are pending interruption of your service, and you're calling customer service to ask for another extension, it's probably a good idea to treat your CSR with some respect, instead using dripping sarcasm and nastiness, despite their every effort at remaining calm and cordial. For most of us, it is easy to figure out that being nasty to someone, is really not a good way to ask them to do you a favor. I'm just sayin'... Also, CSRs are required to ask certain verification questions, to secure your personal information, to set up payment arrangements, and to make changes to your account. We don't do it to annoy you, and we don't do it to keep you on the phone (we have stats to meet. So, why would we do that?). If you want off the phone sooner, all you have to do is realize, that we are required to do our jobs as we are trained, and cannot change that for you without reprimand, and we want to remain employed. If you keep talking about it, and complaining to the person helping you, your call to customer service just keeps getting longer.

01-29-2013, 10:26 PM	#7
Hollylane Practically Lives Here How Do You Identify?: . Preferred Pronoun?: . Relationship Status: . Join Date: Jun 2011 Location: . Posts: 11,495 My Photo Gallery Thanks: 34,694 Thanked 26,362 Times in 5,875 Posts Rep Power: 21474862	Me: Thank you for calling ____Electric, my name is Hollylane. May I have the address that I can help you with? Customer: 7895 NE 22nd PL Me: Thank you. I heard 7895 NE 22nd PL, is that correct? Customer: Yeah. Me: I am unable to locate that in our system, do you have an account with us at that address? Customer: No, I have service with ____ Gas & Electric. Me (on mute "Oh for the love of..."): May I have the address that I can help you with? Customer: Yeah. I'm callin' about my closed account with you people. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Me: Thank you for calling ____Electric, my name is Hollylane. May I have the address that I can help you with? Customer: PO Box 449, Astoria, Oregon. Me: May I have the address that you have service with us at? Customer (exaggerated sigh): PO Box 449, Astoria, Oregon. Me: May I have the address where we provide electric service to you? Customer: Can you look it up by my name? My name is Mrs. Jones. Me (on mute "are you fucking serious?"): What is your first name Mrs. Jones? Customer: Why do you need that? ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Me: Thank you for calling ____Electric, my name is Hollylane. May I have the address that I can help you with? Customer (mobile phone cutting in and out, crackling painfully): ________ Johnson Creek ___ Barbara ______ payment ______ HELLO???_____ Need ____ Don't _____ Me: Ma'am, I'm unable to hear you, can you move and find a clearer signal? Customer: No ____ you listen ____ with it ____ HELLO??? Me: Ma'am, I am sorry, I am unable to hear you, please call us back at 503-XXX-XXXX, when you reach a better coverage area. Customer: Don't ___ dare ____ up _____ HELLO???? ____ stupid bitch ____ hung ____ on me #$$@#@#$!!!!! ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ I ask you, does it really need to be this difficult? What is wrong with people?