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Passions in Poetry

Rude people in...

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Severn
Member Rara Avis
since 07-17-99
Posts 8273


0 posted 06-19-2000 06:49 PM       View Profile for Severn   Edit/Delete Message      Find Poems  View IP for Severn


Customer service!

Just a general, no tension topic...yet a personal grrrrrrrrrr of mine.

I'm really interested to know your thoughts on this.

Where I am from it is an absolute priority to have excellent service...there are now specific courses that businesses can choose to send their staff to, in order to educate employees on the correct mores of serving both pleasant and unpleasant customers.


In fact, here (New Zealand), the usual scene in a shop is one of rapport between customer and server. It is an unspoken agreement that both are friendly, create conversation and wish each other a pleasant day. And this extends right down to workers in rushed supermarkets.

Is it the same in the US? In England? Anywhere else?

I went to Australia recently. It wasn't like that there. In fact, I received many strange looks when I said hello in a friendly way from other customers and from the servers themselves - they often looked surprised...

Just ask Maree (Dark Angel) who I stayed with - out of the many eating places we went to - only TWO gave us the correct order the first time.

This is probably not representative of Australia on a whole of course, yet I feel that when a foreigner visits another country - much of the impression formed will result from customer service.

I know that here bad customer service can devastate a company and causes much indignation (I myself have no qualms vocalising it when I feel I have been served rudely...grrrrrrr...).

So - do tell! Any terrible stories?

My pet peeve...people who are serving you who avoid eye contact while happily chatting away to a workmate about their love life...

(Oh - I do feel qualified to criticise as I worked in the customer service industry for some time)

K
Sunshine
Administrator
Member Caelestus
since 06-25-99
Posts 67715
Listening to every heart


1 posted 06-19-2000 08:02 PM       View Profile for Sunshine   Email Sunshine   Edit/Delete Message      Find Poems   Click to visit Sunshine's Home Page   View IP for Sunshine

Have to laugh at this one, Severn.  My husband and I approach "rude people in service areas" in two ways.

My way:  continue to talk to the person dealing with me as if they were someone I wanted to really know.  I ask them how THEIR day is. I listen. I keep my questions/answers brief, usually timed to the action required to perform the service. I smile [a lot] and they know that I am glad to be there. If I do  encounter a person who hasn't warmed up to me by this time, I commiserate that their day must be terribly bad, perhaps tomorrow will be better.

My husband's way. He smiles, starts out pleasantly, and if he encounters REAL rudeness, goes directly to the manager. It's that question he puts: so, are YOU the manager? Normally, they are not, and that puts them in the "aware" zone.

We both usually get the required results.  So, good luck!



Sunshine

~~~Keep your face to the sunshine and you cannot see the shadow.
Helen Keller ~~~

Elizabeth
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America the beautiful


2 posted 06-19-2000 10:28 PM       View Profile for Elizabeth   Email Elizabeth   Edit/Delete Message      Find Poems   Click to visit Elizabeth's Home Page   View IP for Elizabeth

Well, I currently work in retail, and I have seen the rudeness on BOTH ends of the spectrum. I'm a cashier, and a couple I was ringing up described one of my managers as "the lady who is always acting like she is better than everyone". I personally wouldn't have said she was like that, but you never know. We also had a cashier who got three complaints in one day because she was so cranky (she told me so herself). She's a manager herself now...go figure.

Then there was the time I asked a guy for his ID--I didn't know him, he didn't have it on his check, and it was store policy to check ID for those you didn't recognize. Well, he went off on me, talking about how he was in the store all the time and no one had ever asked him for his ID before (which by the way was not true)...and then he went to the service counter to complain about me.

(I don't work at this job anymore, btw.  )

Um...well...it happens everywhere. I live in the good ol' USA, so it must be a worldwide phenomenon. And on a side note--you all have heard the phrase "the customer is always right"? NO THEY'RE NOT. Sometimes, but not always.

Just my thoughts.

Elizabeth



I'm grabbing my hat and coat
I'm leaving the cat a note
Quick call me a ferry boat-getting out of town!


Dusk Treader
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Senior Member
since 06-18-99
Posts 1231
St. Paul, MN


3 posted 06-19-2000 11:01 PM       View Profile for Dusk Treader   Email Dusk Treader   Edit/Delete Message      Find Poems  View IP for Dusk Treader

I work as a cashier in a fast food restaurant. I alwasy try to be a friendly and attentive person but almost everyone is "RUSH RUSH RUSH", absolutely no appreciation, just "give me my damn food" like we're some kind of machine!  

ARGH, I had a customer try to use a coupon once that was expired... I told him it was expired and he literally yelled at me and was becoming violent.. it was frightening!  All because his coupon for a free french fry was expired...

I know customer service is lacking too, but the customer's are also in need of an attitude adjustment.. grr...


Abrahm Simons

"Keep on dreamin' boy 'cause when you stop dreaming it's time to die" - Blind Melon
Temptress
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Member Rara Avis
since 06-15-99
Posts 7276
Mobile, AL


4 posted 06-20-2000 02:23 AM       View Profile for Temptress   Email Temptress   Edit/Delete Message      Find Poems  View IP for Temptress

Dusk Treader:
Here is an AMEN for you on that subject! LOL! I know how it feels for sure. No offense to anyone here, but I personally think that a drive through window or drive through speaker sucks the brains and intelligence right out of a customer the moment they get near one! Including myself lately I've noticed..Picky rude people who think that there aren't about 20 or so (or less) people waiting in line to get their food in 2:30 minutes or less too!! Ohhh! And lets not forget that most all of these people's orders were taken within a few seconds of each other sometimes!! COME ON!!! LOL!~ I'll rant more about this later. I think I'm off the subject track.   Thankfully I don't work in fast food anymore.


Nothing can deter a poet, for he is actuated by pure love. Who can predict his comings and goings? "Thoreau"


patricianne
Member
since 05-04-2000
Posts 85


5 posted 06-20-2000 01:43 PM       View Profile for patricianne   Edit/Delete Message      Find Poems  View IP for patricianne

Couldn't resist replying to this!! Yes, rude people are everywhere, however, here in Canada most people are quite pleasant.  You'll here "thank you" about 5 times in any transaction, which is really nice.  I find that many of the more rude clerks (etc.) are quite young.  I'm sorry to say that but I find it true.  Many times there is no eye contact, no words actually spoken and sometimes they are even on the phone throughout the entire time I'm checking out!!!  I hope more companies will try to educate their employees!!  So there is my gripe for the day!!!
kitkat
Senior Member
since 01-11-2000
Posts 892
Nova Scotia


6 posted 06-20-2000 02:45 PM       View Profile for kitkat   Email kitkat   Edit/Delete Message      Find Poems  View IP for kitkat

Had to put my 2 cents in here too. I am a manager at a fast food rest. and have encountered many rude customers too.Service time 2:30hhmm sounds familar to me. I try to believe the customer is always right but sometimes.. I try to make sure my cashiers are pleasant. If they are not and can not present a smile I make them take 5 and find one. In this fast pace world today everyone is in a rush. So I think some of our people skills have been lost along the way. When customers ask for the manager and I approach the problem they always ask "What is your name. I will report you to higher ups." I tell them then turn around and ask their Name. They ask me why. I tell them so I can report them to my higher ups. That usually calms them down and we come to a solution right then and there.
Gosh, I am ranting and raving now.
So yes, everywhere there will be rude people. Thank goodness for the pleasent people  
Like the ones here at Passions!

--------------
You got to get up every morning with a smile on your face
and show the world all the love in your heart
Then people are gonna treat you better
You're gonna find, yes you will
That your beautiful as you feel.~~~ Carol King


Elizabeth
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America the beautiful


7 posted 06-20-2000 06:30 PM       View Profile for Elizabeth   Email Elizabeth   Edit/Delete Message      Find Poems   Click to visit Elizabeth's Home Page   View IP for Elizabeth

Dusk Treader: one time at my old job (no problems at the new one-yet), some guy came in and wanted to return baby formula. We had a store policy that did not allow returns for formula without a receipt (it's awfully expensive ya know), and the guy either did not have his receipt or had bought it at a different store. So anyway, he ends up getting really mad, saying he's going to beat up the customer service manager and the manager on duty, and who knows what else. They had to call the cops. Kind of freaky.

I have a lot more stories than this, by the way, but I don't suppose you would like to hear them all.  

Elizabeth


I'm grabbing my hat and coat
I'm leaving the cat a note
Quick call me a ferry boat-getting out of town!


Dark Angel
Member Patricius
since 08-04-99
Posts 10270


8 posted 06-21-2000 02:09 AM       View Profile for Dark Angel   Edit/Delete Message      Find Poems  View IP for Dark Angel

Kamla is correct, during her stay here, the customer service was actually S***, and guess what? It still is!!   I find myself in many situations where I could slap them across the head and wake them up a little and it angers me for I am always friendly and helpful with our clients and extra helpful with the dear little old ladies and gents   and because it is also expected of me from the company I work for, and well it is me!

Now let me say, I work in retail (Jewellery) and the company expects us to attend training seminars by good old Harry Freidman, anyone heard of him? As boring as those tapes are, it actually works. Anyway friendliness and empathy are the key words, not only that, it makes you feel good too.

But we do get the occassional Smart A** Customer, and yes I once had the pleasure to tell one to Go Jump, well she was bad and she deserved it, she was swearing at my manager and threatening her.

What about the ones, that can't wait a few minutes, Xmas time or Sale time especially...  the store is jam packed and us girlies are all serving, we aknowledge them and tell
them that we won't be a moment and then they still go of their heads, we can't win!!
Oh well not much we can do.  

Yes I do agree though some do take advantage of..."A customer is always right" saying. NO THEY ARE NOT ALWAYS RIGHT!

So yes I do agree too, that there are many, many retailers/companies out there that need to educate their employees.

But who is going to educate the customer?

K, which two eating places gave us the correct orders? Can't rem.

Oh well
Just my thoughts  

Maree

My grief lies onward and my joy behind
(Shakespeare)
WhtDove
Member Rara Avis
since 07-22-99
Posts 9561
Illinois


9 posted 06-21-2000 10:37 AM       View Profile for WhtDove   Email WhtDove   Edit/Delete Message      Find Poems   Click to visit WhtDove's Home Page   View IP for WhtDove

Oh man! Retail is what I've been in since I started work. I really don't want to go back into it, because of the afore mentioned problems.

I've done cashiering, and was a supervisor. Customers can be very RUDE! Specially on full moon nights, the wierdo's crawl from the woodwork. I've noticed, and worked for Wally World. When I was supervisor over the cashiers I wouldn't allow them to be snotty, or rude. It was rule that is the last contact a customer has before they leave the store, and it better be a good one. Though, it don't work like that.

I've found in all other ones I've been to, beside the one I worked, the cashiers are rude. They won't acknowledge you, say hello, good day, nothing! They load all your cans in one bag, and if you so much as ask them to seperate some of them, they cop a major attitude. I've gone to a manager a couple of times over that, because I've worked for the company and know it's not supposed to be tolerated.

I've been on both ends of it. Especially calling a company and having the secretary answer the phone in a rude manner, really gets to me.

In all my years, I think I told off one customer though, she was just out of control.
I don't think I will ever forget her and the situation she created.

Customers are not always right! That's so true! With today's fast paced everything, everyone in a rush, I think most people, and I agree, the younger ones, seem to have a MAJOR chip on their shoulder. Hey, like I always told my girls. There are people that don't have jobs. If you can't treat the customers nicely, and you don't like your job, then quit! Someone else will do it in your place.
JP
Senior Member
since 05-25-99
Posts 1391
Loomis, CA


10 posted 06-21-2000 01:58 PM       View Profile for JP   Email JP   Edit/Delete Message      Find Poems   Click to visit JP's Home Page   View IP for JP

I'm a Customer Service Manager for a large retailer, and our main focus for our store is good customer service (it is the only edge we have over our competition - prices and products are the same - but they are rude and indifferent and we are not)

Anyway, our motto is "Our customers are everything, without them nothing else matters"  our private motto is "No matter how much Vaseline it takes, we'll make sure the customer is always right."  

Yesterday is ash, tomorrow is smoke; only today does the fire burn.
JP

"Everything is your own damn fault, if you are any good." E. Hemmingway
RainbowGirl
Member Elite
since 07-31-99
Posts 3167
United Kingdom


11 posted 06-21-2000 06:29 PM       View Profile for RainbowGirl   Email RainbowGirl   Edit/Delete Message      Find Poems   Click to visit RainbowGirl's Home Page   View IP for RainbowGirl

Oh boy!!!

Don't get me started, ok, so you already have..*g*...I can't abide salespeople that jump on you with only one thought in mind...to tell you that your choice is the absolute best....yuk !!!!!

Now give me a salesperson that lets you look before pouncing, has the honesty to say that the colour/size is wrong for you and let the sale go because of what she/he believes is right for YOU....

Then there's the dreadful feeling that you are interupting the 10 minute chat on last night's date because you have the audacity to want to pay for something...hmmmmmmmmmmmm

Guess you got yourself another person who hates, abhors, unprofessional sales conduct...give me a genuine person who is interested in ME, anyday and they do exist although perhaps sometimes a rarity...LOL

And I have the cheek to pass over my hard earned cash to these people...still I have to add the other thing that irritates me is the "have a nice day" speech....cringe!

HUSG
Elizabeth
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America the beautiful


12 posted 06-21-2000 09:53 PM       View Profile for Elizabeth   Email Elizabeth   Edit/Delete Message      Find Poems   Click to visit Elizabeth's Home Page   View IP for Elizabeth

WhtDove: one of the baggers at my job just really bugs me. The baggers are supposed to ask the customer what kind of bags they would like, and he was bagging it all wrong, and the customer corrected him, and the guy just walks off. Now, I KNOW sometimes customers can be demanding, but that was absolutely uncalled for. I'm surprised he's still employed, to be perfectly honest.

Oh well.

Elizabeth


I'm grabbing my hat and coat
I'm leaving the cat a note
Quick call me a ferry boat-getting out of town!


Severn
Member Rara Avis
since 07-17-99
Posts 8273


13 posted 06-22-2000 04:49 AM       View Profile for Severn   Edit/Delete Message      Find Poems  View IP for Severn

Maree...

the Wendy's hotdog place... (remember that place on the first day I was there? The really nice hotdogs - but the assistant had no idea what she was doing...?? HAHA),

and uh, thinking - um - I think that place where we had tuna sandwiches - well Dan and I did anyway. The mall.

K
WhtDove
Member Rara Avis
since 07-22-99
Posts 9561
Illinois


14 posted 06-22-2000 10:00 AM       View Profile for WhtDove   Email WhtDove   Edit/Delete Message      Find Poems   Click to visit WhtDove's Home Page   View IP for WhtDove

Elizabeth,

Well, I can't say he should have been fired, but at least talked with. Taken aside and been given a warning. If he still continues to do the same thing, he gets written up, bout 3 times, then bye-bye!
I know I get very irritated too. All our cashiers were trained, even people who worked on the floor came up for cross training, just incase we needed them. They were 'taught' how to bag. They were taught everything. How they should act, they were to smile.

I know we all have bad days, and I told our cashiers that's alright. BUT, the customer didn't do it, don't take it out on them. You don't even have to smile all the time, just be polite! Acknowledge them at least! You have to put yourself in a customer position and ask yourself, if you were treated that way, how would you feel.

If the customers complained, it was written up and kept in the employees file. So if he's walking away from customers, and being rude, if the customer don't complain, we can always bring it to a supervisors attention. Or heck, even leave a anonymous note about the situation.

*We also had a complaint box, located in the customer service area* That's an idea to bring up to the company you work for. Or just make it a general suggestion box!


It's not fun to work with someone with an attitude, and it's less fun to be waited on by someone with one.

Poertree
Senior Member
since 11-05-1999
Posts 1413
UK


15 posted 06-23-2000 04:48 PM       View Profile for Poertree   Email Poertree   Edit/Delete Message      Find Poems  View IP for Poertree

"My pet peeve...people who are serving you who avoid eye contact while happily chatting away to a workmate about their love life..."

nothing as important as "love life" ...goodness ..no  ...no ....no...... more like what Sharon said to Tracey down the pub last night .. and then what Tracey said to Sharon .. and then..... etc ... etc ..soooooooooooooooooo infuriating ...

grrrrr

sp

PS but where are you ..

signed ..... the scarlet p



[This message has been edited by Poertree (edited 06-23-2000).]
douglasbailey
Junior Member
since 06-23-2000
Posts 30
Palmerston North, New Zealand


16 posted 06-23-2000 07:52 PM       View Profile for douglasbailey   Edit/Delete Message      Find Poems  View IP for douglasbailey

Severn, well I'd be interested to hear about your experiences at The Warehouse!

(Good and bad)

I've worked for The Warehouse (now New Zealand's number 1 non-food retailer - for those of you not from NZ) for 6 years on C/o's and Customer service/returns counter and am now trainging for management.

When I used to do Checkout I did sometimes have people comment that I didn't smile but never a formal compliant.  My aim was to get people through as fast as possible (While being polite!) and I succeded ... I was the fastest operator (it was a race ... even if I was the only one who wanted to race).  The comments I did get where great "I always look for your checkout cause it moves the fastest, you don't muck around.

PS I think customers needs shopping training!

Douglas
RainbowGirl
Member Elite
since 07-31-99
Posts 3167
United Kingdom


17 posted 06-23-2000 08:01 PM       View Profile for RainbowGirl   Email RainbowGirl   Edit/Delete Message      Find Poems   Click to visit RainbowGirl's Home Page   View IP for RainbowGirl

Poetree:  Uh, I can't see to check if I spelt that right, all I get is a 'preview' notice...but you have to be from or know  Essex...ROFL


HUGS
Severn
Member Rara Avis
since 07-17-99
Posts 8273


18 posted 06-23-2000 11:03 PM       View Profile for Severn   Edit/Delete Message      Find Poems  View IP for Severn

Teehee....seems there are some common gripes concerning this...

lol

damn customers - you know if there were no customers, retailers would be very happy people...wouldn't you just love to work for Amazon!?

Haha...

Customers certainly are not always right...uhuh, no way...

I'm sorry but whoever came up with that had a business that just wasn't doing well...

Douglas - welcome btw, and The Warehouse...

now, no offense...but blergh! Haven't had very good service there at all...

but then - I have noticed the customers are often rude too...it has a stigma attached to it, and I think that stems from the 'where everyone gets a bargain' thing...it is perceived as a shopping place for less wealthy people...and that creates an attitude of snobbery. Sad huh...

O Scarlet pimple....er...p that is, Scarlet p,

where are YOU?

You're never here when I am! Get it right would ya!

~scratch~

K


~Sleeping Beauty never knew how lucky she really was~ (Me)
 
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