LazyHermitCrab
Well-known member
Yeah wish they didn't..I'm just going to try to hide in the back.. no need to get in trouble two days in a row at least lol. Although some pass the only employees sign anyway. Oh well....
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customer complained about me
- Thread starter LazyHermitCrab
- Start date
Yeah wish they didn't..I'm just going to try to hide in the back.. no need to get in trouble two days in a row at least lol. Although some pass the only employees sign anyway. Oh well....
WeirdyMcGee
Well-known member
In my experience, people have to ask you if you checked or not-- it's just protocol... usually the customer (if they're really nasty about it) will stand there and listen, to make sure you get asked; as if you'll get in trouble even if you say you didn't actually check.
It's more of an eye-rolling thing where a manager has to 'ask' even though they don't really care, because some customers will make a really big scene out of such a tiny thing.
I hate it, too. Some people are really giant jerks who expect everything to be there for them and everything to be perfect because they are the center of the universe.
'Hello? Things on sale tend to sell fast and we have LIMITED amounts of things-- so YES; things sell out before you can get to them sometimes.' too bad. -___-
It's more of an eye-rolling thing where a manager has to 'ask' even though they don't really care, because some customers will make a really big scene out of such a tiny thing.
I hate it, too. Some people are really giant jerks who expect everything to be there for them and everything to be perfect because they are the center of the universe.
'Hello? Things on sale tend to sell fast and we have LIMITED amounts of things-- so YES; things sell out before you can get to them sometimes.' too bad. -___-
coyote
Well-known member
^yup
right now it's the end of the fall/winter season and everything we have left is 60-70% off
the stuff has been here since August, so sizes are pretty picked over
people had 7 months to come in and buy stuff, but they waited until they could get it dirt cheap
but instead of being happy about the deal they could get, all they want to do is gripe about the fact that they can't find their size.
*sigh*
right now it's the end of the fall/winter season and everything we have left is 60-70% off
the stuff has been here since August, so sizes are pretty picked over
people had 7 months to come in and buy stuff, but they waited until they could get it dirt cheap
but instead of being happy about the deal they could get, all they want to do is gripe about the fact that they can't find their size.
*sigh*
Alistair
Well-known member
Aye!
I wouldn't worry to much about this at all! I'm in a management team for a restaurant, and people can be dicks over the simplest things, really. I'm not kidding you! Long as you, the employee did everything right within your power, then you'll be fine.
It's hard for companies are trying keep up CS while catering to these "offenders" so they can get them back for business, for the word of mouth if a powerful thing (Ya should see these seminars we've gone too!) and the people above us want it solved anyway possible at the store level so they don't hear about it. Cause once it gets to that point, that word of mouth has most likely told 20 people about the incident, where as a good might only tell 4 people.
As I've said, not everything can be resolved for some people are just stuck up worthless waste of air space. Hehe. Long as you did everything you could within your power to do the job, you'll be fine. This ordeal really isn't worth losing a job over, really! Unless your just finding an excuse, then that's your choice, IMO.
I wouldn't worry to much about this at all! I'm in a management team for a restaurant, and people can be dicks over the simplest things, really. I'm not kidding you! Long as you, the employee did everything right within your power, then you'll be fine.
It's hard for companies are trying keep up CS while catering to these "offenders" so they can get them back for business, for the word of mouth if a powerful thing (Ya should see these seminars we've gone too!) and the people above us want it solved anyway possible at the store level so they don't hear about it. Cause once it gets to that point, that word of mouth has most likely told 20 people about the incident, where as a good might only tell 4 people.
As I've said, not everything can be resolved for some people are just stuck up worthless waste of air space. Hehe. Long as you did everything you could within your power to do the job, you'll be fine. This ordeal really isn't worth losing a job over, really! Unless your just finding an excuse, then that's your choice, IMO.
krs2snow
Well-known member
Why do u suppose u're instructed Not to deal with rude customer complaints? U work in Customer Service, right? Doesn't that seem like a "Customer Service 101" issue? Help Customers be happy w/ur product!? That IS what Customer Service is all about. Is it possible u've been told NOT to respond to these types of complaints b-cuz ur company doesn't trust the CSR's to represent the Co. in the most knowledgeable and amicable way? And b-cuz the Co is about making money and not giving it away, doesn't it seem to reason that they would have a more monetary reason for instructing their CSR's to NOT deal with such complaints from customers? Remember, companies do not make money when they're giving it away. Or do u suppose u were told this b-cuz the Co. cares soo much about u (the CSR's) and just doesn't want CSR's to have to deal with such frivolties? My guess: the Co. wants to save money. The Co. figures dont allow the CSR person to deal w/any displeased customers. Instruct the CSR's to "Not Respond" to rude or complaint filled E-mails. The rude complaints and e-mails eventually will go on to the next person up the ladder. Hopefully, this person will squash the complaint. If not, onto the next higher-up person. "Climb the ladder, consumer!" says the Company. Then, When and If the company is finally forced to deal w/the consumers complaint they (the Co.) will. Likely, the consmer will drop the complaint long before they reach the second step of the ladder. Simply b-cuz it's all such a hassle. The point I want to make is don't be foolish. Ur a fish in a pond. Easily replaced. In the situation u've presented, U're actually being told to take on LESS responsibility and u're defending this as if it makes total sense. When it should offend ur sense and sensibilities. Just try putting urself in the shoes of one of ur upset and disgruntled consumers/customers that bothered to take the time to send u- the Customer Service Rep- an angry e-mail. Give urself the same response ur company is giving them. In fact, send a disgruntled complaint e-mail from a friends e-mail address or call one in from a different phone and witness how ur complaint is delt with by ur coworkers and company. See how ur complaint gets resolved. Starting from ur first phone call or e-mail to ur final outcome. In the Corporate world and elsewhere, u have to see ur role for what it is.
P.S. A few yrs ago B.P. Gas stations reported a startling profit from the coins pple left in the B.P.'s "Need a Penny, Take a Penny" jars. It was millions of dolllars accrued in the course of one year. Every penny counts- even if its in the form of one chocolate milkshake or one lost customer- it's all money and it makes a big difference, especially in the pockets of those running the business. Don't forget this fact. The pple above u know this. If u don't know this, u'll never be a real contender in the corporate or business world.
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twiggle
Well-known member
I think you have misinterpreted what I was saying. Or perhaps I wasn't clear enough.
A customer can be as angry as they want in an email and we WILL have to help them. And I've dealt with more than enough angry emails than I care to remember.
But when it borders on the rude and insulting/gets personal, then we don't deal with it. Why should we? The emails are deleted there and then and taken no further.
Our company works very hard trying to resolve situations for customers and there are often occasions when as a CSR I have felt very sorry for the customer's situation and wished I could do more to help.
But there's a fine line between angry with reason, or being rude, and some customers think that just because they're emailing in they can afford to swear as much as they want, and use as much derogatory and personal and even SICK comments as they want. Not in our company, and I'm happy with it being that way
And thinking about it, I've lots of friends who work or have worked in Customer Care (both senior and junior rules) and don't know of any workplace for which the above rule has been different. Hmm
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bigcat1967
Well-known member
They should not fire you. You will be ok. Things like this is going to happen - especially if you work w/ customers.
NathanielWingateSpaghetti
Banned
Shoulda just called him a retard and kicked him in the ass
NathanielWingateSpaghetti
Banned
coyote
Well-known member
I usually multiply the original price x 0.3 = the discount price
sales tax is another 5.5%
NathanielWingateSpaghetti
Banned
oh ok...a lot of times stores will put up 70% off signs for gullible customers, ya know? I mean you can't control how much things are.
coyote
Well-known member
do you think $250 is too expensive for a sweater?
NathanielWingateSpaghetti
Banned
That totally depends on the brand and what its made of. I've bought something like that over 150 bucks before. Just I don't do it too often. Is your stuff designer wear? If it is then there ya go.
MaliceInWickedland
Well-known member
Wow, talk about having your panties in a bunch... I think that customer was out of line. I mean seriously? You DID check to see if the chocolate milk and other item were in stock and it sounds like you were pretty polite and cool-headed about it all. Not looking the customer in the eyes shouldn't come off as being rude or anything of the like and I would have done the same exact thing in your situation. That customer had absolutely no reason to complain about you.
You didn't do anything wrong and I don't think you should worry about it so much. As long as your conscience is clean and you know that you didn't do anything wrong then it's not worth worrying about. Also, if you are generally good employee then your manager will see to that and know that this whole thing was just a misunderstanding between you and a customer who was just being a total sourpuss.
You didn't do anything wrong and I don't think you should worry about it so much. As long as your conscience is clean and you know that you didn't do anything wrong then it's not worth worrying about. Also, if you are generally good employee then your manager will see to that and know that this whole thing was just a misunderstanding between you and a customer who was just being a total sourpuss.
Hero
Well-known member
That customer sounds like a right **** I'm not going to say. You were in the right here, some customers do feel like they own the place and their wishes must be granted. They can't accept "no"
Have you ever heard the phrase "the customer is always right"? Well in fact, I found that they are rarely right! But we are told this by management to keep the customers happy.
One experience I had was with a dithering group of teens. They kept changing their mind and it was a busy day. I said "Do you want this for definate?" And they kept repeating it. "For definate For definate"
One of them asked me if this way my first retail job? I said no, I've done if for years. They said they were "suprised because I had no customer service skills". Thanks
Have you ever heard the phrase "the customer is always right"? Well in fact, I found that they are rarely right! But we are told this by management to keep the customers happy.
One experience I had was with a dithering group of teens. They kept changing their mind and it was a busy day. I said "Do you want this for definate?" And they kept repeating it. "For definate For definate"
One of them asked me if this way my first retail job? I said no, I've done if for years. They said they were "suprised because I had no customer service skills". Thanks