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

[Hollylane]

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

[AtLast]

Originally Posted by Hollylane

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

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

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

[Dominique]

Originally Posted by AtLast

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

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

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

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

Rant over.

[scootebaby]

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

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

ps...the common line is..

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

[curlyredhead]

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

[homoe]

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

[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

[twist of lime]

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

[skeeter_01]

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

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

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

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

[femm_cb]

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

[AtLast]

Originally Posted by Dominique

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

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

Rant over.

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

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

[Hollylane]

Updating a service application...

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

[nekohl]

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

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

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

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

The customer who researches the internet is not always right.

[Gemme]

Originally Posted by AtLast

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

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

Originally Posted by AtLast

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

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

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

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

Originally Posted by weatherboi

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

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

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

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

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

[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.