While not directly Disney related, it is service industry related.
http://www.huffingtonpost.com/matt-walsh/bad-customer-service_b_3799574.html
http://www.huffingtonpost.com/matt-walsh/bad-customer-service_b_3799574.html
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A customer service article worth a read.
- Thread starter Master Yoda
- Start date
RandomPrincess
Keep Moving Forward
Great article! Thanks for sharing.
Sassagoula-Rvr
Well-Known Member
I very rarely get "mad" but the few times I have were all when it took over 20 minutes to get my order at a Fast food establishment...I mean really? come on...I came here instead of the diner because I would like to get back on the road in some sort of quick fashion.
lazyboy97o
Well-Known Member
A very true article. I once had a customer place an online order and start yelling that we forgot part of her order despite the website and both her email receipt and our copy showing the items in question were never ordered.
My favorite is when somebody claims they get something and I get to point out the very clear print showing they do not. I am also puzzled by the number of people unfamiliar with sales tax. Had a lady berate me the other day about charging her an extra 8% on top the price. She was not at all pleased when I calmly told her to take it up with the state legislature.
My favorite is when somebody claims they get something and I get to point out the very clear print showing they do not. I am also puzzled by the number of people unfamiliar with sales tax. Had a lady berate me the other day about charging her an extra 8% on top the price. She was not at all pleased when I calmly told her to take it up with the state legislature.
My favorite response to that it "We don't charge sales tax, we collect it."
lazyboy97o
Well-Known Member
Oh, I've tried to explain. The lady I mentioned tried to argue that it was illegal for me to pass the tax to her. And based on accents, I do not believe any of these people (at least one per shift I work) are not from this country. I have had a very few foreigners (exchange students mostly) but once I explain how we handle sales taxes they accept it and thank me for the explanation.
draybook
Well-Known Member
Not to belittle the point of the article but how can you be a bad customer if you're not complaining until after you get the bad service?
And seriously, it's amazing to me how many times the local McDonald's workers can screw up our plain burgers for our kids. Really, is meat and cheese only not specific enough??
I don't make a big scene though, I've seen the movie Waiting and you'd be surprised at how well fast food workers recognize repeat customers.
And seriously, it's amazing to me how many times the local McDonald's workers can screw up our plain burgers for our kids. Really, is meat and cheese only not specific enough??
I don't make a big scene though, I've seen the movie Waiting and you'd be surprised at how well fast food workers recognize repeat customers.
It is not that you complain, it is how you do it.
It all depends on what you call bad service. A human making a simple error is not bad sevice in my eyes. How they handle it after the fact defines the level of service.
A little example...I use to get my oil changed at a place called Car Spa. After an oil change they ran my van through the car wash and one of the brushes caught on my wipers and snapped the linkage. When I calmly and politely asked the manager how he would like to proceed in fixing the problem, he first accused me of turning my wipers on when it went through the wash tunnel (I was never in my van when it was in the tunnel) and then he explained how I would have to provide him three written estimates and that he would select which one they would go with and they "might" reimburse me.
That is bad customer service.
ShookieJones
We need time for things to happen.
I think the article title is confusing because they're referencing the fact that if you're going in (AFTER you've received your service\product) ready to rip someone a new over ketchup or no ketchup you probably won't get the "customer service" to rectify the situation in the manner that you would like.
That's the only thing that makes sense, because otherwise you're correct the service comes first.
Anyway...It's always wise to treat people with respect, especially those in the restaurant business. As others have mentioned the staff in some of establishments we eat at don't take kindly to food being returned let alone going in treating the folks behind the counter like second class citizens.
pixiesteno
Well-Known Member
I think that there are a lot of cases where people have lost sight of "treating others the way you would like to be treated". I was in the check-in area of Pop one trip and as the CM was trying to get us checked in all of a sudden there was an uproar down the counter. I have no idea what set the woman off but she was yelling and screaming at the top of her lungs at the CM and the Manager. I forget what the manager said they had offered her but it was a list of things and the manager asked the woman "please tell me what we can do to make you happy" and all the guest did was continue to yell about how much money she paid for vacation, etc and never gave any kind of response to the manager's inquiry. The whole rant she was looking all over at everyone else like she was looking for approval from others for her temper tantrum. I really felt for the CM/Manager because how can you possibly try to set things right when the guest does not want to tell you what they would like. Sounds a lot like the ketchup lady. Customer Service is tough all the way around.
My DH & I own a small service business and there are only so many slots where we can do that service in a day/week. We book appointments and during our busy times we are scheduling several weeks in advance. I can't tell you how many times I have been yelled at and sworn at over the phone because I have had to say, "I am sorry we are booked for next week" when someone is calling on the Friday before they want the service. I don't like turning away customers but there are only so many hours in the day. Unfortunately, there are too many slow times during the year that it is not economically feasible to put on another staff person, who would require at least 3 - 6 months of training to do the job that he does.
Sorry, rambling .... I try to keep such things in mind when working with others.
My DH & I own a small service business and there are only so many slots where we can do that service in a day/week. We book appointments and during our busy times we are scheduling several weeks in advance. I can't tell you how many times I have been yelled at and sworn at over the phone because I have had to say, "I am sorry we are booked for next week" when someone is calling on the Friday before they want the service. I don't like turning away customers but there are only so many hours in the day. Unfortunately, there are too many slow times during the year that it is not economically feasible to put on another staff person, who would require at least 3 - 6 months of training to do the job that he does.
Sorry, rambling .... I try to keep such things in mind when working with others.
epcotisbest
Well-Known Member
I worked in customer service for a telecom business many years ago and there are some people you can not please, or are looking to yell about ketchup or phone service or you name it. Honestly if you were handing out cash someone would complain about the denomination.
Sans Souci
Well-Known Member
We were at the Wishes Dessert Party last week and the people sitting behind us did not like their seats. One of them was very vociferous in his displeasure and was swearing up a storm. He found a hapless CM, who was in the middle of seating another family and began to berate him using foul language. I could see spit flying out of his mouth and his face was scarlet. I could not believe it. I was embarrassed for all of humanity at that point.
epcotisbest
Well-Known Member
"vociferous in his displeasure" I like that. A very good description. Gotta wonder how anyone could be that crabby surrounded by dessert and fireworks.
draybook
Well-Known Member
Agreed. I've worked for all 3 big fast food places. McD's, Wendys and BK. Then there was valet at Fitzgeralds and The Grand. I'm polite and respectful when bringing up issues with service.
lazyboy97o
Well-Known Member
I've had people be nasty towards me well before they began to order. I once watched a coworker get chewed out for obliging a request. There are also plenty of people who flat out lie to try and get stuff for free.
epcotisbest
Well-Known Member
I wonder if anyone's service request went to the bottom of the pile or accidentally found its way to the trash can because of the way they spoke to a customer service rep when seeking repair oh so many years ago? Can't imagine that happening just because of a yelling customer. That would be getting bad service from being a bad customer. Different from ketchup yelling I know.