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

[Hollylane]

This thread is meant to be a place where those of us who work with customers can blow off a little steam, have a good laugh, and say out loud the things we would love to say to our customers but can't because we need to stay employed...

For example:

This past Monday, my customer thought he had hung up the phone before he said to his friends...

"I wonder if she could feel me mind fucking her, 'cause her voice is HOT!"

or...

Yesterday, during a conversation with my customer about the origins of his last name being rooted in South America, I mentioned that I am planning a trip there, and he said...

"Just don't get on the wrong bus, and end up in Cartagena!"

and...

Something I wish I could have said to my difficult customer last week who felt that he was so deserving of all the finer treatment in life, while treating me like a piece of dung...

"Enjoy your trip to Mexico, don't bother coming back!"
...................

Have fun posting about your good, bad, and ugly customer experiences!

One Rule:
Be kind to each other.

[Gemme]

Some of my customers are awesome and some of them are quite annoying and seem to feel entitled to more. No more how we 'work with them', they always want more. If I were to give them something for free, they would want more. Greedy little suckers!

There are some days that I just want to look them right in the eye when they complain about their bill and how much it is and when it's due and how come we can't help them out and ask them if they know how to read, because they signed a contract and everything they are bitching and moaning about is laid out in black and white on that piece of paper. It's true; you are very special, my lovely customer, just like everyone else.

[nekohl]

I think its interesting that people think I'm the one lying. I give my customers all of the info I have on a car, show them competative sets on other cars, show them accurate numbers on their trade etc. I'm honest in how I talk to them, but they project their preconceived notion of "scummy carsalesman" on me.

Meanwhile a customer will lie their faces off to me....
"Oh yep, I got me new tires on this car I want to trade in" when clearly the tires are bald or worse!

"Well, the OTHER dealership has the same car and they are $2000 less than you" meanwhile I can pull up any other dealer's inventory and prices and see that in fact Mr customer the other dealer does not have the same car for less.


"Nope, this car I'm trading in has never been in a wreck" when I can pull up their VIN and see wrecks, body work, salvaged titles etc!

And my favorite is the "yep I like this car, I just have to go get my husband/wife/mom/dad/kids off the bus/some other excuse to leave" then never come back or answer my messege when I call to see if you are still interested. If you don't like my car, my feelings won't be hurt! O
O
Why is it ok for customers to lie to me when I'm nothing but honest with them?

Thanks for the vent space :)

[EnderD_503]

In any job I've ever had where I have had to deal with costumers/clients...the costumer/client is rarely right, lol. Most of the time they come to you wanting answers, but when you give them one they don't want they carry on like you don't know what you're talking about. You're the "expert" until they don't like your answer. Either that or they completely refuse responsibility for their own idiocy the minute they step into whatever establishment you happen to be working in.

They act like assholes and expect you to take it. They try to scam you or play you and get "offended" when you call them out on it. In the case of clients they expect you to give your services entirely for free. They expect "good customer/client service" to mean that you become their slave/punching bag. I am regularly tempted to beat customers over the head with a 2x4.

Actually, my experience with customers/clients has made me really self-conscious when I step into any store or business. I try to go out of my way to show appreciation to those working there, just because being on the receiving end of an asshole customer always sucks.

[Hollylane]

"You CANNOT turn my power off, I have a dog!"

[Gemme]

"You CANNOT turn my power off, I have a dog!"

Maybe it's a magic dog.

[Peach]

I have a customer, comes in every day at the same time, medium coffee with milk. 3 years now! His wife used to come in, but she had dementia, and was in a home, but he still came every day, on his way to visit her. Now and then, I give him is coffee on the house. He now brings me candy! Every now and then he gives me this giant bar of swiss milk chocolate. he is German, with a very thick accent and can be hard to understand
He told me a few days ago, his wife was close to death, how he had picked out a plot and headstone, and a box, because he couldnt think of the word casket. He came in two days ago and told me she had passed on, I came around the counter and hugged him, and he just hung on, told me how much he appreciated my kindness, and how good friends like me helped him compe. It about broke my heart.
Then I get some asshole bitch about how his damn bagel wasnt toasted enough. I wanted to slap him!

[SecretAgentMa'am]

I'm currently unemployed, but until last February I worked for a cell phone company that caters to AARP members. I have literally hundreds of stories.

At least 10 times a day:
Customer: You sold me a piece of shit phone! This thing is broken! I've only had it a month!
Me: I'm sorry to hear that, let's see if we can find the problem.
C: The problem is it's broken!
M: Okay, what exactly is going on with it?
C: It's broken!
M: I understand. I'm just trying to determine the exact problem.
C: The problem is that it doesn't work! Stop wasting my time and send me new phone!
M: I'll be happy to help, I just have to go through a few troubleshooting steps to see if we can find the problem first.
C: I told you it's broken, are you calling me a liar?
M: Not at all, this is just standard procedure. If you press and hold the power button, does anything happen? Beeping, flashing lights, any error message?
C: I already told you a hundred times that it's broken! It doesn't work! Are you stupid?
M: Please just press and hold the red button on the left side of the keypad.
C: Fine, but it won't work. I already told you it's broken. You're going to send me a new phone or I'm going to sue you!
*through the phone, I hear the cell phone's startup music as the phone powers on*
C: Bitch. *hangs up*

Seriously. Over and over again, all day long. I was never so happy to leave a job.

[Hollylane]

Customer: I misunderstood the notice due date, and you just turned my power off?

Me: The two notices we mailed, and the phone call that you answered all stated that we needed payment no later then 10/12/11. Right?

Customer: Yes, but I misunderstood the notice, just turn it back on!

Me: ...........

[Quintease]

Lol (http://notalwaysright.com/ketchup-me-right-or-dont-ketchup-me-at-all/15482):jester:

[tapu]

As a customer, I have a way to end a dispute with a salesperson/clerk/CSrep. I say, Well, okay, I apologize gratuitously. Not once has anyone been offended. I'm waiting for the day when someone fast on their feet responds with something like, Okay, I flatulently accept your apology.

[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]

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]

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:blink:. 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?
:blink: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.

[AtLast]

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:blink:. 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?
:blink: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]

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.

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.

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. :)

[Soft*Silver]

I hate talking on the phone. Absolutely hate it. I wasnt always like this but its gotten to be this way over the past few years. Phone conversations, if necessary, are important to be fact based and short. (If its for social reasons, I can carry on a slightly longer conversation if I prepare for it ahead of time) Therefore I am lost when it comes to solving things over the phone that require me to deal with many steps and multiple people.

this Christmas I decided to indulge and signed up for the card exchange. I purchased some cards thru the mail.

First, they did not get my purchase request. It took a month for me to realize this and talk to someone.

then they processed the second request, which magically found the first request and I was billed twice.

I caught it online. I called them and alerted them so they stopped the shipment of the second (or first) order.

but they did not stop payment.

I called, emailed them, barraged their web page on a sometimes daily basis and yet, no change.

After christmas they contacted me and said they were sorry and yes, finally did correct the money situation. But that little bit of money meant that I did not buy groceries that week nor did I have gas in my car. During Christmas. they cant resolve THAT.

They sent me an email saying for my trouble they were giving me a $5 credit.

Very ladylike I told them that they have told me they feel their customer service and reputation is worth $5 to them....

I promptly got offered $10.

I will never deal with this company again. Never. I love their products and loved these cards but what they put me thru and how they chose to resolve it will never happen to me again with them.

I hope that was the best $10 they ever spent....

[Hollylane]

Me: Thank you for calling ____, this is Hollylane. May I have the address or account number that I can help you with today?
Customer: Hollylane? Is that your first name?
Me: Yes, Hollylane is my full first name.
Customer: That is so pretty, hmmm...Never heard of that name before...it is truly original.Hollylane, I like that a lot.
Me: Thank you for the compliment. How can I help you today?
Customer: Okay Holly, my address is........
:|

[betenoire]

I no longer work in customer service. The 7 months that I supplemented my income by working a job at a call center were possibly the most unhappy months of my life.

The customer is often an asshole. And a liar.

I was a reservations agent for a big hotel chain. And you would not BELIEVE the number of people who make their reservations online and then call into the call center to yell at the agents because the customer made a mistake in their own reservation.

Book a room in Portland Maine when you wanted to stay in Oregon? Just call up the reservations agent and swear at her!

Fail to note that the hotel you booked for yourself has free-WIRED-in-room-high-speed-internet-access? Just call up the reservations agent and yell at her because you need wireless instead!

Book a one bedroom suite when what you really wanted was a two bedroom? Call the reservations agent and shout "WHAT ARE YOU GOING TO DO TO MAKE THIS RIGHT?!??" (haha, the two bedrooms were all sold out anyway.)

And always ALWAYS lie and insist that it was a reservations agent that screwed up your vacation/business plans. Claim you did not book it online. Escalate to threats when the agent mentions that she went into the reservation history and sees that the reservation was made on the website.

[adorable]

On Sunday morning a guest checked out, but there was a maintenance issue with the room so it was held. It wasn't cleaned until this morning. The guest who checked out Sunday called this morning to say that he had lost money in the room and was on his way here. He told my assistant that the money was on the dresser. She went into the room and saw nothing. He then went into the room and couldn't find anything either. He left.
That means my maintenance guy was in the room Sunday, the guest was in the room Sunday, my assistant & the guest were in the room this morning - none of them found any money.
The housekeeper went into the room after all of this (& not knowing any of this had transpired) and pulled the sheets off the bed. Lo and behold, money goes flying. She picks up $400 and brings it immediately to the desk. My assistant calls the guest and tells him that $400 was found. He claims it was significantly more than that and he is on his way back to the hotel. In the meantime, the housekeeper comes down with another $1000 that was folded which she found on the floor.
The guest comes in and is handed an envelope with all his money, which clearly he didn't even realize was missing until this morning. He then spends 10 minutes in the lobby ranting about how the housekeeper should be fired because she was trying to keep $1000 since the last time he talked to my assistant there was only $400 . :|
I finally stop him by giving him the universal "talk to the hand." I remind him he did get all his money back and to "Have an excellent day, sir."
#Unfuckingbelievable

[Hollylane]

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

Caller: Um...I am calling from ________Church of God, I want to help one of your customers with managing his account.

Me: May I have the customer's address or account number please?

Caller: I don't have either of those, can you look him up another way?

Me: Do you have his social security number, telephone number or name?

Caller: I don't have his social or his telephone number. Can you look it up by his name?

Me: What is the customer's last name?

Caller: I don't have his last name.

Me: Do you have any information about him.........at all?

Caller: I have his first name.

Me: We're here until 7pm tonight if you are able to call back with any information about the customer.

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

I'm not sure it is the customer that needs help managing his account. Wow. Just wow.

[~ocean]

get'm holly !! u go grl ~~

[Hollylane]

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

Caller: You called me, what can I help you with?

Me: Do you have an account with ____?

Caller: You people provide our electricity.

Me: Can I have the address where we provide electricity for you? That way I can look at the account, and provide you with the reason for our call today.

Caller: The address is _____39th avenue. Why are you people calling my phone number?

Me: May I have your name please?

Caller: Rebecca ______, you've called my number four times.

Me: Thank you Rebecca. I see we have an account at this address for Eric_____. Is he there, so that I can verify we are able to talk to you about his account?

Rebecca: No. I am his wife. You will talk to me about the account, Eric is working, and I handle all payments for our household.

Me: I apologize Rebecca, I'm not able to discuss the account without verifying with Eric that we are able to talk with you about it.

Rebecca: If you people want something from us, you're going to tell ME what it is you want.

Me: Rebecca, I realize the multiple calls may be frustrating, but unfortunately, Eric has not authorized you on the account, I am unable to discuss the account with you at this time.

Rebecca: If you people want something you will talk to me, or you'll get nothing.

Me: Rebecca, again, I apologize, I am unable to assist you with questions regarding Eric's account.

Rebecca: If you want a payment, you'll tell me about this F**king account! If you want something, you WILL talk to ME!

Me: Rebecca, I'm pretty certain that we have something that you want, and that you are aware requires a monthly payment. We are here until 7pm, if Eric would like to contact us, please make sure that when we speak to him he authorizes you for future calls, so that we can help you when you contact us while he is away.

Rebecca: You WILL talk to me! I am the one who takes care of the accounts.

Me: Rebecca, I'm sorry, but it seems that we are unable to assist you at this time. Have a pleasant weekend.

Rebecca: F*ck YOU B*tch!

Me: :click:

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

It seems this person may need some time in a dark corner without the benefit of the luxury referred to as "electricity"....I'm just sayin'

[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.

[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'.....:|

[Hollylane]

Getting my gripe on, and blowing off a little steam...

Okay, I just want to put these things out here in the light of day...I have conversations like these on a daily basis, and I am flummoxed about how, or why they could actually take place multiple times in a day...

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

Customer: I don't know my address...It is at the _____Apartment complex on ____ street. I just need to give the manager an account number, can't you look it up by the cross street?

Or....

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

Customer: My name is Britteny, and I'm really pissed off at you people for charging me so much every month. I am never home. I never use any electricity. Never. My bill last month was $39, there is no way I used that much electricity. I live by myself. Can you see my payment of $26 from last month? How much did I average in 2010, I kicked my ex out back then, and my bill should be lower. I'm really pissed off. I can't pay you that much money every month. I need a payment arrangement.

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

Apparently, I am expected to have a directory in my head with every address in the Portland and Salem areas emblazoned upon my brain. WTF?

And I ask you, if you are calling customer service for assistance with your account, or to start electric service, or to report an outage, why wouldn't you be prepared with at least your address? It is not rocket science.

The Britteny customer, oh my days...Diving down the rabbit hole, drilling me with questions, complaining about a miniscule dollar amount, and I'm supposed to help you how? How can I help you when all I have is your name?

Let's go back to the beginning and start with that address or account number. Sheesh.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Power off for non-payment scenarios..

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

Customer: It's too dark in here for me to see my account number, you need to turn my fucking lights back on right now! I made a payment 2 months ago, I can't believe you people turned the lights off! I have babies, I have an elderly mother on oxygen, I have a fish tank, a reptile cage (etc, etc)...

and....

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

Customer: I paid you your fucking money, your reconnection fees, and your deposit 15 minutes ago. Why are my lights not back on? I want them on right now. How long am I going to have to wait?

Hollylane: I'm sorry that happened today, we'll restore your power as quickly and safely as possible, but unfortunately, I'm unable to provide a time frame for your reconnection. We do work all of our orders before we leave for the day, so it will be sometime today.

Customer: You just turned them off 45 minutes ago, so just turn them back on NOW. I paid my bill. Turn them on NOW.

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

Comments on reconnection for non-payment scenarios...

Is it really necessary to have your lights on to provide me with your address? Why can't people hear me when I say "or"??

How come everyone suddenly has $300(average reconnection amount with 1/2 of a balance + 30 r/c and 1/3 of a deposit) within an hour if their power is interrupted? We inundate our customers with mailed notices and phone calls, work with them extensively to help them keep their electricity on (it is expensive for both our company and the customer to turn them off and back on), and all we ask for is a phone call to make a payment arrangement, and for them to make a payment at least every other month. The customers above do not call until their power is off.

Perhaps we should let them wait to have the power back on for as long as we had to wait for a payment, or even a bloody phone call...

There are legitimate customers who are truly struggling in today's economy, and they call us every month, talk with us about where they are at, how much they can pay, and are polite even while they are stressed about where the next loaf of bread is coming from. They rarely experience an interruption of service, because they call, and they follow through with their commitments.

As far as assigning guilt to your electric service customer service representative, about your mother, your brother, your fish, and your babies...

If this is such a concern for you, why did you wait to call me until the power was off? If it were my mother, and I was struggling, I would have been calling every day, I would do everything in my power to not have anything happen that could threaten the health or well being of anyone I love. I don't feel sorry for the person calling, I feel empathy for the people/animals that have to rely on someone so irresponsible, and with so little concern for their welfare.

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

Power off due to weather or equipment failure scenarios...

Hollylane: Thank you for calling ___, may I please have the address that you are reporting a power outage for?

Customer A: My mother is on oxygen, you need to turn my power back on right now. If she dies, I'm suing you people!

Customer B: The 80 mile hour wind knocked the power out, and I heard a big boom. The power has been out for 2 hours now, are you people going to credit my account?

Customer C: It is snowing hard, and my power has been out for 12 hours, and I just saw your guys sitting in their trucks eating and talking around noon, why the fuck aren't they working to get my power back on?

Customer D: It is 40 degrees outside, I'm going to freeze to death, and my babies are going to die if you don't get the power back on right now!

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Comments on power off due to weather or equipment failure scenarios...

Customer A...I'm 99.99999% certain that if your mother is actually on an oxygen machine (or even in the same state for that matter), that the medical supply company has provided you with back up gigantic and travel size oxygen tanks...

Customer B...If your meter is not running, you don't have power, and we charge by kilowatt hour used, what exactly am I crediting your account for?

Customer C...My guys and gals have been working on restoring your power in freezing weather, through the night, sometimes not even able to spend holidays with their families, risking life and limb to repair electric lines and poles...I'm pretty fucking sure I don't feel bad about them stopping to have a sandwich in their trucks with the heat on. You should be ashamed of yourself, and appreciate that you have shelter.

Customer D...When your power has been restored, a quick search of the internet may lead you to this:dimbulb: (http://en.wikipedia.org/wiki/Commonwealth_Edison) . Prior to that, humans lived for millions of years without electricity. It was a little uncomfortable, yes, but they lived, and they didn't have a Walmart to go buy a blanket at. In more recent human history, they even survived in the deserts of Arizona at temperatures over 117 degrees, and survived in temperatures well below zero...all without electricity...40 degrees? Put on an extra sweater and an extra pair of socks, you'll live...I'm just sayin'....

And one last thing....

No one at the electric company can turn your power back on first because of your particular situation. If the power is off for one home in your area, it is off for all. You are not special, you have to wait while our guys and gals work their asses off, regardless of current weather situations, to restore your power, just like everyone else. You are not more important, and you are not the only person in the world.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

End transmission. :CLICK:

[ruffryder]

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]

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: :blink:

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

Me: :blink:

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]

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 :hangloose:

[Hollylane]

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:blink:)

"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]

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]

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]

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?

[Hollylane]

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

Mary: Well yes, as a matter fact there is. I have some floors that need mopping. Why don't you come over and help this little old lady, and then we can have tea and sandwiches afterward! I just really enjoy talking with you Hollylane.

Me: Oh Mary, I would much rather come mop your floors and chat with you, than take the next 50 calls. That is the best offer I've had all day! Now, if only that paid the bills!

[Hollylane]

I wish I could send a psychic long-winded message to customers everywhere and ask them, for the love of Dog, to stop harassing customer service reps about company policies, or corporate level decisions.

I get it. You're frustrated, you waited on hold a long time, your bill is high, your power is off, you don't like sharing your social security number or even the last 4 digits of it, you think the big corporations are out to get the little guy (you're probably right, but I'm not going to chat with you about it on the recorded line of my employer)...etc.etc...

Speaking for CSRs...

I am not responsible for any of these complaints, whether they are valid or not, I did not personally do anything to you or your family, I didn't make the policies, I can't change the policies, I can't erase your charges...etc.

Write a letter to the corporate office, speak with the public utilities commission, your elected representatives, take the fucking survey I'm required to shove down your throat during every call...but for Dog's Sake, stop treating me like shit, when I am trying so hard to get to the root of the reason for your call, and get to that next customer, who is waiting too long on hold (the same thing you probably complained about), because you can't get down to business.

If you want help with your account, work with me. Try not to dive down the rabbit hole of chatter when you haven't supplied me with the address I asked you for, so that I can see what the hell you are even talking about. I understand you are busy, and can't stay on the phone for a long time, but if you give me 3 minutes of push back about me placing you on hold to resolve something for you, how is that helping the situation?

If you have a problem with giving out your personal information, address that with someone who has the ability to do something about those policies. I can't help you with your account, until you verify your account, and I'm not going to skip that part, risking my job, because you are having a fit about it. Why do we have to continue having this conversation?

Please realize, that we are given stats and goals that we are required to meet, to stay employed, because we have to pay the same bills you do. I am not independently wealthy simply because I am employed, so quit with the wisecracks, when I ask if there is anything else I can help you with, it is not as funny as you think, to say "you could pay my bill". I have bills too. Also, this is not a dating service, I don't have time or inclination to flirt with you. I am required to express, during each call, that I am helpful, friendly, empathetic, knowledgeable, efficient, and thorough. I also am required to use many phrases and words during each call. I am required to do all of this and make sure the reason you called is resolved, you don't feel the need to call back, make you feel good about both myself and the company I work for, and have an average handle time (total time of the call, plus any work that needs to be done to complete your request after the call) of 320 (apprx 5 min) seconds, to be an excellent employee, I have to do this in 280 seconds (apprx 4 min).

Keep in mind, that in corporate America, in order to keep the money in the shareholders' pockets, companies will continue to downsize, and expect the employees left behind, to pick up the work of their fallen comrades (usually with no additional pay incentive), and I am generally taking more calls than any human should be expected to in one day, because some jackass wants more money than one human could spend in a lifetime. Again, not my decision, nothing I can do about it, I am simply trying to remain employed.

I am not hear for your verbal abuse, I am here to help. Admittedly, there are some people in customer service jobs, that are burned out, detached from their customers and their struggles, are cold, jaded, and callused from years in the business, but keep in mind, we are not all the same, a lot of us genuinely are trying to make your situation better, in the best way or only way that we can, with the limited tools at our disposal.

Last, but certainly not least important...

When you call me, please give me your undivided attention. I shouldn't have to repeat my opening line (another requirement) 3 times, because the television, internet, friends, drive-through, toilet time, screaming children etc are distracting you. I am tired, I have to talk to 99 more people today, and you making me repeat myself multiple times during a call, because you are not paying attention, is just plain cruel.

End today's rant...:|

[maryam]

I used to work at an airline. One of the Big 6 Usian ones. While I was watching the weather last weekend, I felt badly for my friends who still work there. One night a few years ago, when there was BAD snow and we had cascading cancellations ahead of the storm (sometimes the hub system bites) we were ALL on mandatory overtime. I was on the 430 pm to 130 am shift, (normally the last shift of the day) but they held us over to work, especially international agents because we were recovering from the killer snowstorms in Europe. This was the that bad winter a few years ago where they got snow in England and Italy and all the spots in between...

So we're in our last hour of legality and we all get to go in late the next day, since it's now going on 7 am.... And we're rebooking as best we can, and explaining to people that even if we did have seats leaving today, the chances of those flights going out on schedule are kind of in the negative numbers. And people are bitchy and mad because of course the airlines control the weather! (Y'all did know that, right? Airlines totally control the weather!) I'm on call work time because I need a brain break and I hear one of my friends saying the following, through gritted teeth.

"Yes sir, I am certain we have no planes leaving this morning."

"Yes sir, I'm aware there's only 10 inches of snow out there, but you'll be flying into a blizzard. That's why we cancelled your flight."

"No sir, there are no planes leaving Hartford for the West Coast today."

"Sir, I'm pretty sure that if you DO walk over to the other side of the airport and look out the windows of the other terminal, you'll find that it IS snowing on that side of the airport too."

By now, the whole freaking bay is howling with laughter, because we've been dealing with this crap ALL night long and we'd gotten to the slap-happy and goofy stagee around 4 am. The poor man (and I did kinda feel bad for him yells "What the hell is so funny bitch! What are you laughing about?" so loud we can all hear it and then Lisa starts giggling so hard she can hardly talk. She's gasping out "I'm so -- sorry-- sir--- we've just -- been up all night" between giggles and we're all just dying from laughter. She says "oh no Sir-- it's really not -- giggle wheeze-- funny. --snerk--- I swear, I'm taking this very --giggle snort!-- seriously" By now we have a supervisor over to see why we're all dying here. The supe (who was awesome! Our night time supervisor was great!) just walked around and started turning off our phone boxes... She grabs Lisa's head set and says "Well sir, I understand you're unhappy about the weather. Sadly, we can't turn the snow off for you...." By this time, Lisa's lost the seats she was trying to get so he's stuck another three days in Hartford. She pulls the head set off because he's shouting again, and we hear him saying "I'll see you all in Hell Bitch!" and the supe puts the head set back on and says "well, Sir, I see you're having a bad day. Why don't you take some time to get settled down and call back.. Thanks for calling Awesome Airlines" and hangs up on him. It was so darn funny because we were only allowed to hang up on the obscene callers, and only after we'd asked them for a res.

Even though it was mandatory overtime, she sent us all out about 20 minutes before she was supposed to because we were so done. Even now, when a customer's getting snarky, there's still a running joke at that reservation center about "Well, let me just run over to the other side of the airport and check the weather for you."

[Corkey]

On the customer side of it.
Sometimes those little head sets are too far away from a CR's mouth that I can't hear what you* are saying much less agree to your asking me if I can be placed on hold. So if I say 3 times I can't hear you* please speak up, please do not be short with me. :)

[GraffitiBoi]

I work overnights as a night auditor/manager in a large well-known hotel in downtown Minneapolis. One night when we were at full occupancy (of course) the fire alarms went off. When this happens all the elevators shut down. If you're on the 31st floor it sucks to have to take the stairs. Of course the phones start ringing off the hook. I'm trying to assess the situation and inform certain staff members of what needs to be done. Needless to say, I'm busy. I have one person manning the phones and I have had to leave the front desk unmanned. I jump on and help answer the phones when I get a moment.

Standard questions of people calling down:
Guest: "There are alarms going off."
Me: "Yes ma'am. We are aware of the situation."
Guest: "Well, do I have to leave my room?"
Me: "Yes ma'am. We are evacuating the hotel until we can determine if there is an actual fire or not."
Guest: "Why don't you know if there is a fire? I need to sleep. I'm not leaving. Can't you turn the alarms off?"
Me: "I'm sorry ma'am I do not have access or authorization to turn the alarms off. The fire department has to do that. I'm sorry for the inconvenience, but you do need to leave your room."
Guest: "But I have an early morning. I need sleep. Just turn them off."
Me: "Again, I am sorry ma'am but I am not able to do that. Please evacuate the building."
Guest: "Is everyone leaving? I'll have to wait forever for an elevator. I don't have time for this."
Me: "The elevators do not work during a fire emergency ma'am. You'll have to take the stairs." *cringing because I know it's coming - she's on the 31st floor.*
Guest: *yelling* "What do you mean I have to take the stairs??!! I'm the 31st f-ing floor! I am NOT walking down those stairs. Turn off the alarms NOW!"
Me: "Ma'am I explained to you already that I cannot turn the alarms off."
Guest: "What kind of customer service is this? I'm an Elite member! You need to do what I say. I want to talk to the manager."
Me: *looking at her reservation and seeing that her employer pays for her stays here* "I see that you are one of our elite members and we at the _______ Hotel thank your employer for utilizing us for their travel needs. I am the manager ma'am and I am sorry to say that I cannot turn the alarms off."
Guest: "I'm not leaving my room! This is the worst customer service I have ever experienced!"
Me: "My apologies ma'am that our fire emergency has disturbed your stay with us. I see the fire department is here and I must go meet with them. Have a good night." *click*

In the morning near the end of my shift a woman comes up to the desk to check out and is screaming for the manager. I go out to talk to her. It's her. She demanded that we pay for her entire stay (5 nights) and all of her incidentals (bar and restaurant charges) because we disturbed her sleep and refused to turn off the alarms when she explicitly told us to do so. I had a hard time not laughing at her. I told her we will not reimburse her any of the expenses for something that was not the hotel's fault and apologized to her for her restless night. She called me a bitch and a fag. I smiled at her and said "Thank you. I take that as a compliment." She then yelled some more and said she would never stay at our hotel again. I told her to have a nice day and a safe journey home.

The following Monday I'm working the front desk and guess who shows up to check in!? LOL She was trying hard to be polite to me. I put on my best smile and gave her a warm welcome back. She said she couldn't get any of the other hotels in the area to give her the corporate rate we give her. I told her "I know. ________ (company she works for) has a contract with us and not with any other hotel. If there is anything we can do to make your stay more enjoyable, please don't hesitate to ask."

[maryam]

On the customer side of it.
Sometimes those little head sets are too far away from a CR's mouth that I can't hear what you* are saying much less agree to your asking me if I can be placed on hold. So if I say 3 times I can't hear you* please speak up, please do not be short with me. :)

and that I understand! or sometimes it's the other way around, the mic is too close to the mouth so it gets muffled and you sound like the adults in a Charlie Brown movie.

[weatherboi]

We have been working for a chemist. Our technology is patented and trade secret protected. I did an estimate for him and got an uneasy feeling from him so I went out of my way to turn him off from using us. Trying to dodge a bullet type thing. He contacted me a few months later wanting to go ahead with service so I set it up and proceeded. /most of my clients are curious but this guy was full of questions that revolved around doubtful outcomes. The job was on it's third day and just when we thought it was almost over we discovered an issue he was not forth coming of. WE took an hour break from the job and regrouped by coming up with a plan to fix his issue free of charge. After putting out a fire that was due to his lack of being forth right, he decided to criticize results that hadn't even been delivered yet therefore no reason to criticize. The fourth day we completed the job with above par results and in a timely manner even though we ran into a little bit of a snafu...no harm no foul. When closing out the job the client was almost mad that his situation came out so well. Like he was mad that we cleared all his hurdles.

We learned the client is not always right...some of them really want to see us fail!!!

[femm_cb]

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

[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.

[homoe]

BUMP BUMP BUMP


Having worked in retail for over 30 years, I can so relate to these stories!

[Smiling]

Believe me, the customer is seldom right.
lol, I miss working with the public, though. There was a bond with my coworkers - it was just us against the entire public, lol. You just don't get that sort of solidarity in the corporate world, lol. And of course, the war stories. You never run out of conversation when you work with people. I can't wait to get back out there and start menacing...sorry, stupid autocorrect; I meant to say "helpfully interacting" with others, lol.

[TL1]

Lol hell no the customer isn't always right. Most are a pain. Some are really nice. I love the ones that call and yell and cuss like its my fault you didn't pay your mortgage. Sure hardships happen but i did not sign that contract. So blame yourself!

I tend to give the customer what they give me. Obviously I can't cuss at them but I meet their tone quickly. Sometimes this backs them down and they say oh I didn't mean it personally and they get nice. Other times like today I met ones tone equally and they called me a smart ass and asked to speak with a supervisor. Lol be my guest because I surely do not want to deal with you anymore.

Don't get me wrong. I am professional and nice and all that I should be. But I won't put up with any shit either.

[Smiling]

...the customer doesn't even know what they want. They usually think they do; but they don't. Of course, that's really more of a rumination on the state of Humanity in general, though; rather than simply being a customer issue.

HOWEVER, when you work with the public, that complete lack of self-awareness (whether it is a purposeful affectation or not) becomes so glaringly apparent because <whatever place of business you are working in> is a standalone microcosm of the human species.

Most people really think they know a thing or two. Some may; but the ones who may actually know something are the same ones that know they do not!

People are fascinating. I like to watch how they move about in the world and I really like it when they get to talking so I can see how their minds work. Even the pains-in-the-asses can be just absolutely delightful to observe in the right framework. I honestly miss working with the public.

[homoe]

I'd have to agree and say I miss working with the public to an extend however not at this particular time of the year when they are so stressed and frazzled:|

[Bèsame*]

Busy busy, this time of the year. What this customer said to me today, took me by surprise, and so did my reaction.

I tweaked a price for a pair of boots, to reorder them. She originally paid less, and I exchanged at a higher price. She says, so if these don't work, will I get my money back on how I originally paid ? I said, just come back to see me, smiling as I said it.

She goes...what if your not here anymore? (This exchange will be back to her next week). I said, Ill be here, I'm not going anywhere.

She then seriously says, "but what if you die?"

"I'm not going to die...what if you die? Why would you say that? We aren't going anywhere"

She back tracked for the next 10 min.

In the end , Hoilday greetings were exchanged and off she went.

[homoe]

Busy busy, this time of the year. What this customer said to me today, took me by surprise, and so did my reaction.

I tweaked a price for a pair of boots, to reorder them. She originally paid less, and I exchanged at a higher price. She says, so if these don't work, will I get my money back on how I originally paid ? I said, just come back to see me, smiling as I said it.

She goes...what if your not here anymore? (This exchange will be back to her next week). I said, Ill be here, I'm not going anywhere.

She then seriously says, "but what if you die?"

"I'm not going to die...what if you die? Why would you say that? We aren't going anywhere"

She back tracked for the next 10 min.

In the end , Hoilday greetings were exchanged and off she went.

Weird indeed BUT people do just drop dead! Poor Alan, playing hockey with his son one minute, dead the next:blink:

[Bèsame*]

Weird indeed BUT people do just drop dead! Poor Alan, playing hockey with his son one minute, dead the next:blink:

I know, but she was more worried over her boots/money, than my life...hmmmmm

[JDeere]

No they aren't always right. I know as a customer I haven't always been right. I've only worked retail as a young kid but was in the back unloasing trucks, so I don't really have any stories.

[Gemme]

I know, but she was more worried over her boots/money, than my life...hmmmmm

Unless you had a personal history with her, there's no reason to expect more. She came to buy something at your store, so it was always about the money.

[homoe]

Today when I heard that Macy's after Christmas one day sale started at 7 a.m I thanks my lucky stars I no longer worked retail:praying:

[Gemme]

Today when I heard that Macy's after Christmas one day sale started at 7 a.m I thanks my lucky stars I no longer worked retail:praying:

Some stores open before sunrise.

:blink:

[dark_crystal]

My customers (library "patrons" technically) believe that there should be no rules in the library because they pay our salaries (with taxes.)

When informing a gentleman that he needed to vacate the Teen room because school was getting out and we don't allow adults in that room after 2:30 pm, my favorite librarian was told "i have owned my home for twenty years and paid enough in property taxes to be allowed to sit wherever I want"

Actually city services are supported by sales tax

His "companion" then told my favorite librarian, who is POC, "you wouldn't have said nothing if i wasn't white"

She went downstairs to complain to another manager, who confirmed that said librarian was enforcing the policy as required of her. She called that manager a tramp.

The next day she called me on the phone to demand an apology from the librarian and demand to hear how i intended to solve my library's racism problem.

She said "you know there's a real racism problem in this country, except it's not like THEY say, it's what THEY do to us."

I told her that if our posted signs regarding Teen room adult hours were not visible enough I would make bigger ones, but if she ever abused my staff again she would be banned from the building.

She told me to be prepared to see my face on the front page of the paper and to be fired by the mayor because she was going to make sure everyone in town knows that I am a racist.

[C0LLETTE]

I've never worked retail but I've been a customer all my life.
I believe that unless a store ( or whatever ) has made it's "no return, no refund" policy crystal clear, the customer deserves a return/refund with no questions asked, no attitude, maybe a nice smile ... unless, of course, you are willing to charge them with theft or fraud.

I've always liked the story ( though quite possibly apocryful ) about the customer service department at Nordstrom's that accepted the return of a set of car tires even though Nordstrom's did not ( and never has ) sell tires.

[Orema]

Unless you had a personal history with her, there's no reason to expect more. She came to buy something at your store, so it was always about the money.

There is reason to expect more. We don't need to have history nor a connection for me to expect common decency from another human being. This customer was unnecessarily rude and shocking. Good on Besame for calling her on it by asking why. Hopefully, Besame's question will cause this customer to think twice before asking someone else what to do if they die (or get fired, or any other tragic event).

[*Anya*]

My "customers" are not always right.

They have the added disadvantage of either being a decompensated mentally ill person or an intoxicated one.

In either case, they are not really able to listen in order to process information I am trying to tell them.

I try to be super-patient and talk in a quiet voice. Usually, it helps to deescalate their behavior and their defensiveness is lowered.

We have sheriffs in the building that walk our floors hourly. If all else fails, I ask the secretary to call the sheriff.

Neither of our sherriff staff are reactive or aggressive. Sometimes, just having the client see the sheriff, calms them back down to reality.

Once that happens, they are more able to listen to the treatment plan.

Sometimes after treatment and sobriety, they call and thank me for the help. One last month even sent me a thank you card.

That was awesome to receive.

[Gemme]

My customers (library "patrons" technically) believe that there should be no rules in the library because they pay our salaries (with taxes.)

When informing a gentleman that he needed to vacate the Teen room because school was getting out and we don't allow adults in that room after 2:30 pm, my favorite librarian was told "i have owned my home for twenty years and paid enough in property taxes to be allowed to sit wherever I want"

Actually city services are supported by sales tax

His "companion" then told my favorite librarian, who is POC, "you wouldn't have said nothing if i wasn't white"

She went downstairs to complain to another manager, who confirmed that said librarian was enforcing the policy as required of her. She called that manager a tramp.

The next day she called me on the phone to demand an apology from the librarian and demand to hear how i intended to solve my library's racism problem.

She said "you know there's a real racism problem in this country, except it's not like THEY say, it's what THEY do to us."

I told her that if our posted signs regarding Teen room adult hours were not visible enough I would make bigger ones, but if she ever abused my staff again she would be banned from the building.

She told me to be prepared to see my face on the front page of the paper and to be fired by the mayor because she was going to make sure everyone in town knows that I am a racist.

Good on you!

There is reason to expect more. We don't need to have history nor a connection for me to expect common decency from another human being. This customer was unnecessarily rude and shocking. Good on Besame for calling her on it by asking why. Hopefully, Besame's question will cause this customer to think twice before asking someone else what to do if they die (or get fired, or any other tragic event).


The woman expressed concern that Besame wouldn't be there to help her in the future. That sounds like anxiety to me. I'm sure most of us knows at least one person with high anxiety or an anxiety driven condition. True, the way she asked presented a distinct lack of tact but that's not criminal.

Again, there was no previous relationship with Besame so it's understandable that she would be concerned that Besame wouldn't be there if she had problems in the future. Many businesses have a lot of turnover or maybe the customer recently lost someone or maybe she has a fixation on death. No matter what the situation was, she didn't know Besame from Adam, so there was no previous interactions that would comfort her.

I get customers all the time that feel more comfortable dealing with the person that completed their rental or that they contacted first, regardless of that person's designation within the company. I don't take offense to that as I feel that way myself; it's human nature to want to continue to work with whomever you've previously had contact and/or rapport.

For the record, you would probably be pretty put out with some of the conversations up here in the Northeast if that offended you. People are VERY blunt and short here. It was a bit of an adjustment period for me, even though I've lived in the North before, because I'm very much a Southerner and the Northeast has its own flair. I got used to it, though, and learned to work with it and to find ways to add in my own charm when I can.

People are going to be themselves, warts and all. I'd rather a customer speak what they are really thinking and feeling to me, even if it's a bit rude or tactless, than to give me the condenscending social politeness that I've experienced previously, mostly in the South.

[Orema]

The woman expressed concern that Besame wouldn't be there to help her in the future. That sounds like anxiety to me. I'm sure most of us knows at least one person with high anxiety or an anxiety driven condition. True, the way she asked presented a distinct lack of tact but that's not criminal.

Again, there was no previous relationship with Besame so it's understandable that she would be concerned that Besame wouldn't be there if she had problems in the future. Many businesses have a lot of turnover or maybe the customer recently lost someone or maybe she has a fixation on death. No matter what the situation was, she didn't know Besame from Adam, so there was no previous interactions that would comfort her.

I get customers all the time that feel more comfortable dealing with the person that completed their rental or that they contacted first, regardless of that person's designation within the company. I don't take offense to that as I feel that way myself; it's human nature to want to continue to work with whomever you've previously had contact and/or rapport.

For the record, you would probably be pretty put out with some of the conversations up here in the Northeast if that offended you. People are VERY blunt and short here. It was a bit of an adjustment period for me, even though I've lived in the North before, because I'm very much a Southerner and the Northeast has its own flair. I got used to it, though, and learned to work with it and to find ways to add in my own charm when I can.

People are going to be themselves, warts and all. I'd rather a customer speak what they are really thinking and feeling to me, even if it's a bit rude or tactless, than to give me the condenscending social politeness that I've experienced previously, mostly in the South.


This was more than being blunt and short. This was rude. And her probable anxiousness and concern is no reason not to expect her to be thoughtful enough not to mention the possible death of someone in the context of her exchange.

After living in NYC for many years I suspect she'd be met with everything from humor to anger after that careless reply, but this wasn't the northeast and I think she knew better (hence her backing up for 10 minutes when Besame gave her the look—LOL).

[C0LLETTE]

Scenario:

Client: "What if you die?"

Clerk: "Then she'll take care of it"...pointing to another associate. "And if she dies, then that associate over there will help you. And if you die, then we'll send your refund to the funeral home."

[Gemme]

This was more than being blunt and short. This was rude. And her probable anxiousness and concern is no reason not to expect her to be thoughtful enough not to mention the possible death of someone in the context of her exchange.

After living in NYC for many years I suspect she'd be met with everything from humor to anger after that careless reply, but this wasn't the northeast and I think she knew better (hence her backing up for 10 minutes when Besame gave her the look—LOL).

I was going to say something but then Collette said this below.

Scenario:

Client: "What if you die?"

Clerk: "Then she'll take care of it"...pointing to another associate. "And if she dies, then that associate over there will help you. And if you die, then we'll send your refund to the funeral home."

See, now that's probably along the likes of what I would have said.

I've worked directly with the public all over the country, North to East to South to West, from big and inner city to out in the boondocks folks, since I was 15 and have had some really and truly rude and really and truly offensive and intrusive comments said to and about me.

I get that this falls into that category for you and Besame and am not saying that is not a legit feeling. I'm saying that that's really not as bad as it could have been, in my experience. Sure, tactless and maybe a little rude. Not as rude as an attempt of employment blackmail in order to get me to go out with someone, but still pretty tactless. It's all relative. I've experienced much worse, so for me, it's not a big deal. For you, it is. I get that and respect your feelings and the right to express mine as well.

Agree to disagree?

For the record, I can trigger at names. If someone knows my name and how I want to be addressed and they choose to use another name, for whatever reason, it irks me. If it's done often, I will go as far as to eliminate them from my life. Especially if it's someone in our community. Sometimes our chosen names and ways to be addressed are not necessarily what is found on our birth certificates and when someone refuses to address another as they see themselves and want to be addressed, I find that to be a very cutting form of disrespect and I don't have time or room for that in my life. So, if Besame's customer had purposefully addressed her as Gemme during the exchange, knowing that she is Besame, then I would have felt more strongly about it.

*shrug*

We all have our stuff and those who deal directly with the public have to develop thicker skin because of folks who may be abrasive, whether by design or not.

[Orema]

I was going to say something but then Collette said this below.

See, now that's probably along the likes of what I would have said.

I've worked directly with the public all over the country, North to East to South to West, from big and inner city to out in the boondocks folks, since I was 15 and have had some really and truly rude and really and truly offensive and intrusive comments said to and about me.

I get that this falls into that category for you and Besame and am not saying that is not a legit feeling. I'm saying that that's really not as bad as it could have been, in my experience. Sure, tactless and maybe a little rude. Not as rude as an attempt of employment blackmail in order to get me to go out with someone, but still pretty tactless. It's all relative. I've experienced much worse, so for me, it's not a big deal. For you, it is. I get that and respect your feelings and the right to express mine as well.

Agree to disagree?

For the record, I can trigger at names. If someone knows my name and how I want to be addressed and they choose to use another name, for whatever reason, it irks me. If it's done often, I will go as far as to eliminate them from my life. Especially if it's someone in our community. Sometimes our chosen names and ways to be addressed are not necessarily what is found on our birth certificates and when someone refuses to address another as they see themselves and want to be addressed, I find that to be a very cutting form of disrespect and I don't have time or room for that in my life. So, if Besame's customer had purposefully addressed her as Gemme during the exchange, knowing that she is Besame, then I would have felt more strongly about it.

*shrug*

We all have our stuff and those who deal directly with the public have to develop thicker skin because of folks who may be abrasive, whether by design or not.

Agree to disagree—otherwise we will go in circles. I've made my points and you've made yours.

All the best.

[Kätzchen]

I have held various roles in an variety of interesting avenues, in the Service industry: Beauty (longest held trade); Public Safety; Private Courier Service (fed/state agency).

Whenever an problematic situation would present itself (ie, dis-satisfication of services, and other problematic scenarios), I would center myself as an neutral arbiter, presiding over solving whatever x,y,z situation at hand. In my mind, it does no good to come at the situation with the mindset that the so-called customer or consumer is not right. To me, that is not the real point. In my mind, it's a complex math problem.... sets of integers involved in an highly abstract equation, which may or may not have a viable, suitable answer which satisfactorily solves the dilemma (issue).

Another thing that always helped was to keep in mind the possibility of your customer /consumer is not really that type of person: For example, third party consumer advocates might be in play, testing your ability to negotiate an reasonable exchange of service, within the legal limits of the company, or your seated power of authority. This type of feedback from scenarios like this can provide avenues to expand or improve on service expectations or on other realms of service rendered.

I credit my long history on the beauty industry as being my training grounds for so many situations that can go awry. Up close and personal contact, in service situation, is a very delicate dance.

I liked hearing Gemme's take on attitudes about Southern condescension. Those were my favorite scenarios. There's nothing more disarming than an worthy adversary (such as myself) to upend that type of scenario. In fact, I've made life long friendships with those who dared to conduct themselves like that with me.

Math logic has been such a good friend to me. :blush:

Loved reading everyone's take on current situations, today. :bouquet:

[Bèsame*]

This was more than being blunt and short. This was rude. And her probable anxiousness and concern is no reason not to expect her to be thoughtful enough not to mention the possible death of someone in the context of her exchange.

After living in NYC for many years I suspect she'd be met with everything from humor to anger after that careless reply, but this wasn't the northeast and I think she knew better (hence her backing up for 10 minutes when Besame gave her the look—LOL).

Your right, just rude! No one should ever think death onto anyone, no matter what part of the country your from.

I've seen her back in my store several times, and she always says...look we are still here! ( she is still back stepping on her comment) Oh, and btw, she is a cashier at Target. I wonder if anyone ever said that to her??

[Tuff Stuff]

...the customer doesn't even know what they want. They usually think they do; but they don't. Of course, that's really more of a rumination on the state of Humanity in general, though; rather than simply being a customer issue.

HOWEVER, when you work with the public, that complete lack of self-awareness (whether it is a purposeful affectation or not) becomes so glaringly apparent because <whatever place of business you are working in> is a standalone microcosm of the human species.

Most people really think they know a thing or two. Some may; but the ones who may actually know something are the same ones that know they do not!

People are fascinating. I like to watch how they move about in the world and I really like it when they get to talking so I can see how their minds work. Even the pains-in-the-asses can be just absolutely delightful to observe in the right framework. I honestly miss working with the public.

So true.

In my line of work,you have to be very observant with each and every customer.Watch how they approach you and strike up a conversation.It usually takes me no more than a few seconds to figure out the mood their in and if they are there to buy something or tell me their life story.If they are my regular customers,I will give them a minute of chit chat because I know they eventually buy.I deal with all types of people and I treat them as they treat me..and it's so much fun when they hand over the green.

:bluesbrothers: