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

C0LLETTE · 12-26-2016, 07:38 PM

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 · 12-27-2016, 11:44 AM

Quote:

Originally Posted by Orema

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.

Quote:

Originally Posted by 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."

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 · 12-27-2016, 12:11 PM

Quote:

Originally Posted by Gemme

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 · 12-27-2016, 02:09 PM

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.

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

12-26-2016, 07:38 PM	#1
C0LLETTE Practically Lives Here How Do You Identify?: Depends on the day. Preferred Pronoun?: "I" and "we" Relationship Status: Very good. Thank you for asking. Join Date: Feb 2013 Location: Canada Posts: 11,501 My Photo Gallery Thanks: 16,676 Thanked 15,175 Times in 4,338 Posts Rep Power: 21474860	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."

12-27-2016, 02:09 PM	#4
Kätzchen Member How Do You Identify?: Femme Preferred Pronoun?: She, please. Relationship Status: Attached to my granddaughter & chosen friends and family.. Join Date: May 2010 Location: Enjoying life with my granddaughter & chosen friends and family. Posts: 16,092 My Photo Gallery Thanks: 29,737 Thanked 33,528 Times in 10,652 Posts Rep Power: 21474868	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. Loved reading everyone's take on current situations, today.